Ticket Triage Basics
What order should you answer tickets in?
Oldest to newest
Should you use the customer's name in your response? Why?
Yes - it personalizes the interaction
True or False: Internal notes are visible to customers.
False - they're internal only
What does it mean to "snooze" a ticket?
Temporarily pause it while waiting for response/information
What's the red flag: Sending a macro without changing anything?
No personalization/customization - sounds robotic
Before closing a spam ticket, what must you always do?
Assign the ticket to yourself
What are the three questions to ask yourself before sending a macro?
How can I make this better? Did I answer thoroughly? Did I connect on a human level?
What color does the text field turn when you select "Internal Note"?
Orange
If a customer doesn't reply after your follow-up, what should you do?
Add internal note stating customer failed to reply and close the ticket
What's the red flag: A customer says "this is my third time contacting you" but you don't check the timeline?
Missing context - might contradict previous responses or repeat information
Name two situations when you should merge tickets.
Customer wrote twice about same issue, OR new conversation similar to previous one with same customer
A customer has reached out multiple times for a return label. Instead of sending instructions again, what should you do?
Just create the return label for them (remove barriers)
After adding an internal note in Gorgias, where else must you document it?
Shopify Order Timeline
What are two signs a customer is escalating?
Any two: raised voice/aggressive tone, harsh language, demanding manager, making threats, rapid repeated communication
What's the red flag: You process a $75 refund and close the ticket immediately?
No internal note or documentation in Shopify
If you need to leave Gorgias to resolve an issue, what should you do with that ticket?
Move on to a different ticket and look for a simpler issue to resolve
What's wrong with ending an email with just "Best, "?
It's generic and doesn't add warmth or personalization
Name 4 situations when internal notes are mandatory.
modifying shipping addresses, canceling orders, replacing orders, issuing refunds, providing store credits, price adjustments, honoring discount codes
In de-escalation, what are the first two steps?
Stay calm and centered, then acknowledge the customer's feelings
What's the red flag: You snooze a ticket for 2 weeks without telling the customer?
Not communicating timeline to customer and possibly too long of a snooze
What percentage of team replies should come from macros?
50%
Name three "human phrases" you can use to show empathy.
Any three from: "I totally get how that would be frustrating," "I've got your back on this," "Let me walk you through it," "Thanks for your patience," etc.
Before responding to any ticket, what should you check on the right side of the screen?
The ticket timeline to see customer's previous interactions
Before making any changes to a help desk instance (like views or macros), what process must you follow?
Tag assigned consultant or RR manager in internal channel, specify urgency, wait for approval
What's the red flag: You notice a view could be better organized, so you quickly fix it to help the team?
Changed help desk without following approval process - could cause client issues