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About Tickets
Overview. In our support system, what were previously known as "Cases" are now referred to as "Tickets." Tickets are records of customer communication, serving as a formal request from customers seeking help with issues related to services, products,
Snoozing Tickets
Overview. In our support system, the status previously known as "On Hold" is now referred to as "Snoozed." Snoozed tickets are those that require further action from an agent but cannot be completed immediately. Snoozing a ticket puts it in a tempora
Merging Tickets
To maintain an organized conversation flow and ensure efficient handling of customer issues, you can merge tickets about the same issue from the same customer. This feature helps streamline communications and avoids duplication of efforts. When mergi
Internal Notes
Internal notes in tickets are messages that are only visible to your team and not to the customer. This feature allows you to collaborate directly on tickets by messaging back and forth or mentioning users directly. For detailed information on how to
Ticket menu
Access advanced features from the ticket menu (sometimes called the '3 dots' menu) in the top-right of your ticket view. This menu allows you to perform the following actions:.
Viewing Ticket History
Customers frequently reference previous conversations they've had with your support team. Ticket history shows all previous conversations with the customer. This includes all channels and all statuses, making it easy to get a full picture of their ex
Ticket Workflow
When you initially receive a ticket in Gorgias, it'll always be open by default. Then, when an agent responds to a ticket, they should usually either close it (Send & Close) or snooze it (Send, then set the snooze timer). Both of those options will c
Agent collision detection
When another agent is viewing or editing a ticket, there's always going to be an orange eye in the corner of tickets in Views and an orange bar shown at the top of an opened ticket. This will help prevent collisions between agents, as all agents will