Rule Glossary: Ticket

Ticket-related conditions allow you to define criteria based on the properties and status of tickets.

Key Ticket Conditions

• Ticket Assignee User

  Filters based on the current user assigned to the ticket.

• Ticket Assignee Team

  Checks if a ticket is assigned to a specific team.

• Ticket Assignee User Email

  Triggers based on the email address of the person assigned to the ticket.

• Ticket Channel

  Detects the channel the first message in the ticket was sent from.

• Ticket Created Date

  Refers to the first message in the ticket, when it was created.

• Ticket From Agent

  Tracks if the ticket was initially created by a Gorgias user.

• Ticket Language

  Recognizes the language of the first message in the ticket.

• Ticket Last Message Date

  Triggers on any last message except an internal note.

• Ticket Last Received Message Date

  Targets only messages sent by your customers.

• Ticket Unsnooze Date

  Targets tickets that are in the snoozed or open status.

• Ticket Spam

  Condition doesn't work as intended yet.

• Ticket Status

  Every ticket in Gorgias has one of 5 statuses: Spam, Deleted, Snoozed, Open, or Closed.

• Ticket Subject

  Lets you find a specific message created by the customer.

• Ticket Tags

  Provides the option of looking for specific Tags within a ticket.

• Ticket Via

  Refers to the platform that's being used to send a message.

These conditions allow for detailed control over how tickets are processed within your Rules.