Rules

Updated 3 weeks ago by Romain Lapeyre

Check out our video to creating your first rules:


Now that you're familiar with rule creation, here are a few examples of more complex rules:


Have a look at our tutorial videos to discover or refresh your mind on the help desk's features!


Creating Rules: 

If you want to automate repetitive tasks, such as tagging tickets or responding to common questions, you're in the right place! 

Rules allow you to perform actions on tickets when something happens in Gorgias. Below are some common use cases. 

Setting up automatic tagging

Say you get a lot of shipping tickets, and you want to classify them using a tag. Let's build a rule for that.

  1. In Settings, go to Rules and click Create new rule
  2. Select WHEN Ticket created as a trigger
  3. Click on THEN, and select an IF statement
  4. Select message -> body text -> contains -> Shipping
  5. Click on following THEN, select Add tag as an action, and type "shipping"
  6. Click Save, and Activate

Well done! Now, if a new ticket that contains the word "shipping" is created, Gorgias will add the shipping tag. As a next step, you can create a view that only contains shipping tickets.

You can add OR conditions to look for other words. Just click on the IF blue button to add another condition. 

Automatically closing tickets

If you're getting email notifications with a given subject that you want to close, you can create a rule to close them automatically.

  1. In Settings, go to Rules and click Create new rule
  2. Select WHEN Ticket created as a trigger
  3. Click on THEN, and select an IF statement
  4. Select ticket -> customer -> email -> contains one of -> and type the email addresses that send the email notifications you want to close. 
  5. Click on THEN, and select a Action
  6. Select set status, and "closed"
  7. Click Save, and Activate

Now, all emails that have this subject will be automatically closed. 

Date formats in rules 

It is very simple to trigger a rule according to a particular date using the following date format: weeks (w), days (d), hours (h), minutes (m) and seconds (s). 

This applies to the following date conditions in your rules:

Ticket:

  • Closed datetime 
  • Created datetime 
  • Last message datetime 
  • Last received message datetime 
  • Opened datetime 
  • Updated datetime

Message: Created datetime

Example: Ticket closed datetime is less than or equal to 3d 2h 20m


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