STILL WIP - How to Use Macros in GorgiasUpdated a year ago

Overview

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 how to use the macros set up by your team and some key examples.

Step-by-Step Guide

1. Accessing Macros

• Log in to Gorgias: Start by logging into your Gorgias account.
• When viewing a ticket, look for the Macros dropdown at the bottom of the ticket. Click to open the list of available macros.

2. Applying Macros

• Select the Appropriate Macro: 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.
• Macros can save significant time when responding to common queries like order status updates, return instructions, and dealer support requests.

3. Managing Macros

• If a macro is outdated or needs adjustment, please reach out to either Jimmy or Daniel to update or create a new custom macro.

Common Macros and Their Use Cases

Here’s a list of common macros used by your team, categorized by their primary functions:

Order Status:

• Order Status: Not shipped - still in processing window: Used when an order is still within the processing window.
• Order Status: Shipped: Response for orders that have been shipped.
• Order Status: No order found: When no order is found in the system.
• Order Status: Delivered Not Received: For situations where a customer claims they didn’t receive their order.

Refunds:

• Refund: Full refund last order: For processing a full refund for the most recent order.
• Refund: Partial refund last order: For partial refunds on the last order.

Returns & Exchanges:

• Return & Exchange: Return Instructions: Instructions for customers on how to return a product.
• Return & Exchange: Damaged Items: Macro for handling returns of damaged products.
• Return: Already Shipped: For cases where the item has already been shipped but a return is requested.

Order Change/Cancellation:

• Order Change/Cancel: Edit Address: Used for address change requests.
• Order Change/Cancel: Cancel & Refund last order: To cancel and refund the most recent order.
• Order Change/Cancel: Already Shipped: Response for orders that have already shipped.

Dealer Support:

• Dealer Support: Simagic Support: For Simagic-related dealer support requests.
• Dealer Support: Moza Support: For Moza-related dealer support.
• Dealer Support: Cube Controls Support: Macro for Cube Controls dealer support inquiries.

Affiliates:

• Affiliate Outreach: For reaching out to potential affiliates.
• Affiliate Paypal Payment Information: Request for affiliate payment details via PayPal.

Damage:

• Damage: Damaged Items / Damaged Box v2: Response for damaged products or boxes.
• Damage: Products and/or Box Request Additional Information: Request for more details on damaged items.

Review Requests:

• Yotpo Review Comment: Macro to respond to Yotpo reviews.
• Google Review: Request for a customer to leave a Google review.

Other Key Macros:

• Fraud Prevention: For handling fraud-related issues.
• Military Discount: Macro to apply or explain the military discount.
• Sponsorship Request: Used to respond to sponsorship inquiries.
• Product not in stock: Notification for customers when a product is unavailable.
• Close Ticket Response: Used to send a final response and close the ticket.
• Request to Cancel: Handles customer requests to cancel their order.

Macro Naming Convention

To keep macros organized and easy to identify, your team uses clear naming conventions based on function. Common tags include:

• ORDER-STATUS
• REFUND
• RETURN/EXCHANGE
• DEALER SUPPORT
• AFFILIATE

By following this naming convention, it’s easier to find the right macro for the situation.