How to create a ticket?

Updated 7 months ago by Astrid Parmentier

This video will walk you through managing and creating tickets in your help desk:

Familiarize yourself with the help desk's features with these tutorial videos!

If you need to reach out directly to your customers, you can send them emails from Gorgias. To do that, you will create tickets.

You can only create emails.

  1. Click on create ticket at the top right
  2. Create  ticket subject
  3. Enter email address(s) of recipient
  4. Select the email address you want to send your email from.
  5. Type your message or apply a macro
  6. Click on send.
Well done! 
Your customer will receive an email from you as if you had sent it from your inbox.

Please note that if you delete a ticket it will be moved to the trash view and will remain there even if the customer responds. If you permanently delete the ticket from the trash view and the customer responds it will create a new ticket that will not contain the previous conversation thread.

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