Managing Tickets in Gorgias

Managing Tickets in Beer Cartel: Categorization and Prioritization

To effectively manage customer queries, we categorize all tickets in the Gorgias CRM into the following priority levels:

(P1) Priority 1 - High Priority

These include issues that require immediate attention to prevent order disruptions.

• Orders not yet dispatched, including:

  • Cancellable/hold orders

  • Address changes

  • Gift message updates

  • Product changes

  • Out-of-stock replacement replies

(P2) Priority 2 - Medium Priority

These pertain to orders already in transit or delivered that require follow-up or resolution.

• Existing Orders in Transit/Delivered, including:

  • Delayed shipments

  • Damaged items

  • Lost in transit

  • Incorrect stock picks

  • Return to sender cases

  • Beer club recharges

  • Gift certificates

(P3) Priority 3 - Low Priority

These are general queries or informational requests.

• Examples include:

  • Voucher codes

  • Delivery information

  • Out-of-stock products

  • Product recommendations

Note:
All new tickets initially appear in the New Tickets tab within Gorgias. Prioritizing tickets based on the categories above ensures efficient and timely resolution of customer concerns.