Tickets 101Updated 2 years ago

What is Gorgias?

Gorgias is our customer service platform that allows us to not only respond to customer queries, but to create positive experiences for our customers to access anything related to our brand.

Tickets

Customer queries come in the form of Tickets, and are generated through a variety of avenues via the July website.

• Contact Us Form
• Email
• Social Media
• Self Service Portal

Through Gorgias, we are able to respond to these tickets through pre-written macros, automated rules, and if all else fails, written responses.

Agent performance is measured on the timeliness of responses, as well as the ability to resolve matters in as little actions as possible.

Responding to Tickets

When viewing a ticket, Gorgias may offer suggested macros to fit the appropriate response. The most commonly used Macro will be “The July Intro” but feel free to personalise this to your own personal taste.

Internal Notes

If you require further assistance in handling a query that may be a little more complex, leave an internal note and tag one of the lead agents to assist with any queries that require further attention.

Assigning Tickets

To assign tickets, click the top right hand corner of the ticket and change the assigned agent.