Views and Sections in Gorgias help streamline customer support by organizing tickets into customizable lists based on specific criteria. This structure enables team members to quickly access relevant tickets, prioritize urgent issues, and ensure effi

<h3 id="isPasted"><strong><span style="font-size: 18px;">Overview</span></strong></h3><p>Views and Sections in Gorgias help streamline customer support by organizing tickets into customizable lists based on specific criteria. This structure enables team members to quickly access relevant tickets, prioritize urgent issues, and ensure efficient ticket management.</p><hr><h3 id="step-by-step-guide"><strong><span style="font-size: 18px;">Step-by-Step Guide</span></strong></h3><h4 id="1-navigating-to-views"><strong>1. Navigating to Views</strong></h4><ul><li><strong>Log in to Gorgias</strong>: Start by logging into your Gorgias account.</li><li>On the left-hand sidebar, you&#x2019;ll find your <strong>Shared Views</strong> and <strong>Private Views</strong> sections. Views are organized into different categories like <strong>Email</strong>, <strong>Repairs/Issues</strong>, <strong>Affiliates</strong>, and more.</li></ul><h4 id="2-key-shared-views-screenshot-below"><strong>2. Key Shared Views (screenshot below)</strong></h4><ul><li>Gorgias provides default views (e.g., <strong>Inbox</strong>, <strong>All</strong>, <strong>Unassigned</strong>) that you can use, but your team has also created shared views to capture specific workflows. Some key shared views include:<ul><li><strong>&#x23F3; Pending Response Today</strong>: Tickets that need immediate follow-up where a response from the customer is expected within the day.</li><li><strong>&#x23F3; Pending Response &gt;1 Day Ago</strong>: Tracks tickets awaiting a customer response for more than a day, helping to manage follow-ups.</li><li><strong>&#x1F534; Urgent</strong>: Captures time-sensitive tickets that require immediate attention.</li><li><strong>&#x1F9D1;&#x200D;&#x1F4BC; Jimmy Review</strong>: Tickets specifically flagged for review by the CEO.</li><li><strong>&#x1F552; Answer Later</strong>: Tickets that can be answered later but still need attention.</li></ul>These views ensure that tickets are prioritized and that nothing falls through the cracks.</li></ul><p><img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024102214-7e8c6390-c489-4682-8b43-8ee8b24f87c2-scr-20241022-oqni.png" style="width: 300px;" class="fr-fic fr-dib fr-fil"></p><h4 id="3-sections-for-ticket-organization"><strong>3. Sections for Ticket Organization</strong></h4><p>Sections help to group similar views together for easier access. Here are some important sections your team uses:</p><ul><li><strong>Returns/Exchanges/Cancellations</strong>: Organizes tickets related to returns, exchanges, or cancellations of orders.</li><li><strong>Repairs/Issues</strong>: Consolidates tickets related to product repairs, with sub-views like <strong>Simagic, Cube</strong> or <strong>Moza Issue/Repair</strong> to track different product lines.</li><li><strong>Dealers</strong>: This section focuses on dealer-related requests and discussions around collaborations on Shopify collective.</li></ul><h4 id="4-other-shared-views"><strong>4. Other Shared Views</strong></h4><ul><li><strong>App Support (Shopify, Klaviyo, etc.)</strong>: Tracks tickets related to app integration issues, such as with Shopify or Klaviyo.</li><li><strong>Affiliates</strong>: Manages tickets related to affiliate partners, keeping track of requests and communications.</li><li><strong>Back in Stock</strong>: Monitors requests for items that are back in stock (this requires tagging the ticket with the relevant &apos;<strong>Back In Stock</strong>&apos; tag)</li><li><strong>Follow Ups</strong>: Keeps track of follow-up actions needed for certain tickets this requires tagging the ticket with the relevant &apos;<strong>Follow Ups</strong>&apos; tag)</li></ul><h4 id="isPasted"><strong>5. Managing Private Views</strong></h4><ul><li><strong>Closed</strong>: A list of all resolved tickets.</li><li><strong>Trash</strong>: Contains deleted tickets.</li><li><strong>Spam</strong>: Captures any tickets flagged as spam.</li></ul><hr><h3 id="best-practices-for-using-views-efficiently"><strong><span style="font-size: 18px;">Best Practices for Using Views Efficiently:</span></strong></h3><ol><li><strong>Prioritize Urgent Tickets</strong>: Always handle tickets in the <strong>Urgent</strong> view first to ensure time-sensitive issues are resolved promptly.</li><li><strong>Regularly Check Pending Response Views</strong>: Make sure both <strong>Pending Response Today</strong> and <strong>Pending Response &gt;1 Day Ago</strong> are reviewed frequently to stay on top of customer follow-ups.</li><li><strong>Follow-Up on Answer Later</strong>: Use the <strong>Answer Later</strong> view to manage tickets that require less immediate attention but should not be ignored.</li><li><strong>Repairs/Issues</strong>: This section allows your team to group and handle repair-related tickets more effectively, categorized by the specific product line.</li></ol>

How to Use Views and Sections in Gorgias

Macros in Gorgias allow you to automate repetitive responses and actions, making your customer support more efficient. A macro can apply specific responses to tickets, assign tickets to agents, or update ticket statuses with a single click. Here’s ho

<h3 id="isPasted"><strong>Overview</strong></h3><p>Macros in Gorgias allow you to automate repetitive responses and actions, making your customer support more efficient. A macro can apply specific responses to tickets, assign tickets to agents, or update ticket statuses with a single click. Here&#x2019;s how to use the macros set up by your team and some key examples.</p><hr><h3 id="step-by-step-guide"><strong>Step-by-Step Guide</strong></h3><h4 id="1-accessing-macros"><strong>1. Accessing Macros</strong></h4><ul><li><strong>Log in to Gorgias</strong>: Start by logging into your Gorgias account.</li><li>When viewing a ticket, look for the <strong>Macros</strong> dropdown at the bottom of the ticket. Click to open the list of available macros.</li></ul><p><img src="https://attachments.gorgias.help/GyBLV6k1ezr7NbQk/hc/ZPB9rx1RPr6WVa3O/2024102214-25206844-c124-457d-88fc-8e0e5b259508-scr-20241022-ovjd.png" style="width: 692px;" class="fr-fic fr-dib"></p><h4 id="2-applying-macros"><strong>2. Applying Macros</strong></h4><ul><li><strong>Select the Appropriate Macro</strong>: Choose the macro that fits the situation. The macro will automatically apply a pre-defined response, assign the ticket (if applicable), and update the ticket status based on the setup.</li><li>Macros can save significant time when responding to common queries like order status updates, return instructions, and dealer support requests.</li></ul><h4 id="3-managing-macros"><strong>3. Managing Macros</strong></h4><ul><li>If a macro is outdated or needs adjustment, please reach out to either <strong>Jimmy</strong> or <strong>Daniel</strong> to update or create a new custom macro.</li></ul><hr><h3 id="common-macros-and-their-use-cases"><strong><span style="font-size: 18px;">Common Macros and Their Use Cases</span></strong></h3><p>Here&#x2019;s a list of common macros used by your team, categorized by their primary functions:</p><h4 id="order-status"><strong>Order Status:</strong></h4><ul><li><strong>Order Status: Not shipped - still in processing window</strong>: Used when an order is still within the processing window.</li><li><strong>Order Status: Shipped</strong>: Response for orders that have been shipped.</li><li><strong>Order Status: No order found</strong>: When no order is found in the system.</li><li><strong>Order Status: Delivered Not Received</strong>: For situations where a customer claims they didn&#x2019;t receive their order.</li></ul><h4 id="refunds"><strong>Refunds:</strong></h4><ul><li><strong>Refund: Full refund last order</strong>: For processing a full refund for the most recent order.</li><li><strong>Refund: Partial refund last order</strong>: For partial refunds on the last order.</li></ul><h4 id="returns--exchanges"><strong>Returns &amp; Exchanges:</strong></h4><ul><li><strong>Return &amp; Exchange: Return Instructions</strong>: Instructions for customers on how to return a product.</li><li><strong>Return &amp; Exchange: Damaged Items</strong>: Macro for handling returns of damaged products.</li><li><strong>Return: Already Shipped</strong>: For cases where the item has already been shipped but a return is requested.</li></ul><h4 id="order-changecancellation"><strong>Order Change/Cancellation:</strong></h4><ul><li><strong>Order Change/Cancel: Edit Address</strong>: Used for address change requests.</li><li><strong>Order Change/Cancel: Cancel &amp; Refund last order</strong>: To cancel and refund the most recent order.</li><li><strong>Order Change/Cancel: Already Shipped</strong>: Response for orders that have already shipped.</li></ul><h4 id="dealer-support"><strong>Dealer Support:</strong></h4><ul><li><strong>Dealer Support: Simagic Support</strong>: For Simagic-related dealer support requests.</li><li><strong>Dealer Support: Moza Support</strong>: For Moza-related dealer support.</li><li><strong>Dealer Support: Cube Controls Support</strong>: Macro for Cube Controls dealer support inquiries.</li></ul><h4 id="affiliates"><strong>Affiliates:</strong></h4><ul><li><strong>Affiliate Outreach</strong>: For reaching out to potential affiliates.</li><li><strong>Affiliate Paypal Payment Information</strong>: Request for affiliate payment details via PayPal.</li></ul><h4 id="damage"><strong>Damage:</strong></h4><ul><li><strong>Damage: Damaged Items / Damaged Box v2</strong>: Response for damaged products or boxes.</li><li><strong>Damage: Products and/or Box Request Additional Information</strong>: Request for more details on damaged items.</li></ul><h4 id="review-requests"><strong>Review Requests:</strong></h4><ul><li><strong>Yotpo Review Comment</strong>: Macro to respond to Yotpo reviews.</li><li><strong>Google Review</strong>: Request for a customer to leave a Google review.</li></ul><h4 id="other-key-macros"><strong>Other Key Macros:</strong></h4><ul><li><strong>Fraud Prevention</strong>: For handling fraud-related issues.</li><li><strong>Military Discount</strong>: Macro to apply or explain the military discount.</li><li><strong>Sponsorship Request</strong>: Used to respond to sponsorship inquiries.</li><li><strong>Product not in stock</strong>: Notification for customers when a product is unavailable.</li><li><strong>Close Ticket Response</strong>: Used to send a final response and close the ticket.</li><li><strong>Request to Cancel</strong>: Handles customer requests to cancel their order.</li></ul><hr><h3 id="macro-naming-convention"><strong>Macro Naming Convention</strong></h3><p>To keep macros organized and easy to identify, your team uses clear naming conventions based on function. Common tags include:</p><ul><li><strong>ORDER-STATUS</strong></li><li><strong>REFUND</strong></li><li><strong>RETURN/EXCHANGE</strong></li><li><strong>DEALER SUPPORT</strong></li><li><strong>AFFILIATE</strong></li></ul><p>By following this naming convention, it&#x2019;s easier to find the right macro for the situation.</p>

Gorgias Processes

How to Use Views and Sections in Gorgias

STILL WIP - How to Use Macros in Gorgias