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🧳 Creating Gorgias Tickets

In Chatarmin, you can automatically create Gorgias tickets when customers send messages or certain buzzwords trigger the creation of a ticket. This ensures that support teams are promptly notified of any customer inquiries. However, it’s crucial to filter messages properly to avoid unnecessary ticket creation. You don’t want every single message (like “Thank you” or “Okay”) to create a ticket. By using If/Else conditions, you can exclude common responses like “Thank you,” emojis, or simple acknowledgments. Chatarmin help center image

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Example:

  • If message contains: “Thank you” or “Okay” → No ticket creation.
  • If message contains: “Where is my order?” or “I need help” → Create Gorgias Ticket.
When a Gorgias ticket is created, you can assign it to specific users or a team for follow-up. This allows you to make sure that the right person or department handles the support request, streamlining the process and ensuring fast responses. To organize your support process, you can assign tags like “WhatsApp” to tickets, making it easy to identify and differentiate them from other channels. You can also automatically distribute tickets across your team by using an A/B split, making sure that workload is evenly distributed. Chatarmin help center image Once a Gorgias ticket is created within Chatarmin, your ticket will enter your ticketing inbox in your Gorgias account. In Gorgias, you can then reply to the messages, but you can also start conversations using Templates.

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⏳ Preventing Multiple Tickets for Multiple Messages

A common issue is that a customer might send several messages in a short span, which can result in multiple tickets being created for the same issue. Solution: You can set up a second filter to check if the customer has already completed the flow within the last day. If the flow has already been completed and a ticket was created, no new ticket will be made. This ensures that only one ticket is created per flow, even if the customer sends multiple messages. Chatarmin help center image Alternatively, you can opt to create a ticket only when a customer sends an image/video, especially when using an AI for automation, to better manage ticket creation and ensure it’s triggered by more significant actions.

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🔄 Ticket Conditions

You can also set conditions to check whether a Gorgias ticket has already been closed or is still open.

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Example Workflow:

  1. If the ticket is closed, send a message like:
    “Your request has been closed. If you need further assistance, feel free to reach out.”
  2. If the ticket is open, send a message like:
    “Our team is taking care of your request and will get back to you as soon as possible.”
Chatarmin help center image This helps keep customers informed about the status of their requests without manually checking ticket statuses in Gorgias.