Creating a Gorgias Ticket

Here's how you can automatically create a Gorgias Ticket on incoming customer requests. We can optionally filter before creating a Gorgias ticket for each incoming message, e.g. with an "If/Else" action before the ticket creation where we only filter for messages that include "?" "order" or "complaint".

You can then assign an user or team to the ticket to whom it is going to be sent. You can also send the ticket to the general inbox.

You can also assign a tag to that ticket.

Alternatively, you can A/B split before assigning the ticket and evenly distribute the tickets.

Once a Gorgias ticket is created within Chatarmin your ticket will enter your ticketing inbox in your Gorgias Account. Due to the limitations of the Gorgias-API, you can not reply via the text field but have to click "Send now" on the Chatarmin widget on the right-hand side.

If the started conversation is not older than 24h hours you may reply as usual. Due to the limitation of META, you can only start conversations via templates there is a limitation if you miss this 24-hour window. In this case, you will have to create a "reply-template" inside of Chatarmin which you can use to reply inside of Gorgias. You will have to ask the customer whether the request is still open.

To do this create a "Template" that looks like this:

NOTE: The template type has to be "Gorgias to be displayed properly in Gorgias".
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