Rules
Sort the queue before anyone opens it.
MOMaya Okafornew ticket
Tracking hasn't moved since Monday. Where is it?
Ifchannel is email✓
Andmessage mentions “tracking”✓
Then
shippingTeam: OrdersPriority: high
Written on the ticket: rule “Tag shipping questions” ran at 9:41
A rule reads each new or updated ticket and acts on it: tag it, set its priority, hand it to a team, snooze it or answer it with a macro. Your agents start with a sorted queue.
- When a ticket is created
- When it is updated
- When a message arrives
Why it matters
A sorted queue before anyone opens it
Sorting tickets by hand each morning
Tagged and routed as they arrive
Rules act on new tickets, updated tickets and new messages.
Urgent emails buried under the rest
Urgent tickets first
Triage scores each open ticket and shows the reasons behind it.
Automation nobody can explain
Every run written on the ticket
See which rule changed a ticket, and when.
When this happens, if this is true, do that
A rule waits for a ticket to be created or updated or to get a new message, checks its conditions, and acts.
Conditions use the same filters as views: the channel, the words in the customer's message, tags, the assignee, the team, ticket fields and how long a ticket has waited.
Recent runs
- #41829:41Tagged, assigned to Orders
- #4176Tue 16:02Tagged, assigned to Orders
- #4169Tue 11:18Tagged, assigned to Orders
Start from a template
Templates cover the usual first rules: tag and route refund requests, close automatic replies, mark customers from a VIP domain, send urgent tickets to a team, snooze tickets waiting on the customer.
Rules run one after another in the order you set. Every run is written on the ticket, so you can see which rule tagged it and when.
Urgent tickets first
Triage gives every open ticket a score from 0 to 100 and a band, from urgent to low, based on what the customer wrote, VIP tags and how long they have waited in your business hours.
Each point comes from a reason the ticket shows, and the same ticket always gets the same score, so the queue order is one you can check.
Let the rules do the sorting
Answer order questions first
Tag tickets that mention tracking and send them to the team that handles orders, with a macro as the first reply if you want one.
Route returns and refunds
Tickets that mention a refund or a damaged item go straight to the people who issue them.
Keep automatic mail quiet
Close out-of-office replies and bounces as they arrive. Rules never answer mail flagged as machine-written.
Spot VIP customers
Tag tickets from customers on a wholesale or VIP domain, so views and triage can put them first.
No loops
A rule's own changes never set rules off again, so two rules cannot keep undoing each other.
One rule failing stops nothing
If one rule fails it is recorded on the ticket and the next rule still runs.
Questions
Bring your rules over, switched off
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
Can we stop typing the same shipping-delay answer forty times a day?
Pick a macro and the reply fills in the customer's first name and yours, then tags the ticket and hands it to the right team.
MacrosSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howWhich customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howWhich agents and topics get the best scores from customers?
Each closed ticket can send a one-question survey. Scores and comments roll up by agent and by tag.
Satisfaction surveysSee howCan our warehouse app hear about every new ticket?
An HTTP integration posts to your URL when a ticket is created or updated or gets a new message.
WebhooksSee how