How to Manage Black Friday Ticket Surges with Gorgias

1. To start, click on "settings".

2. Then, begin by setting up ticket management rules to handle the Black-Friday surge.

3. To do that, click on "Create rule".

4. Start by adding a rule to identify VIP customers.

5. After, click on "Install rule".

6. Next, click on "Macros" and set up macros to quickly reply to repetitive questions with just one click.

7. To end off, click on "Ticket Assignment" to distribute the workload by bulk assigning tickets to agents based on shift or expertise.

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This interactive demo/guided walkthrough on How to Manage Black Friday Ticket Surges with Gorgias was created using Supademo.

How to Manage Black Friday Ticket Surges with Gorgias : Step-by-Step Guide

Begin your setup by navigating to the main dashboard and selecting the "Settings" option. This area is where you’ll configure all the important preferences for your ticketing system.

Now that you’re in settings, it’s time to prepare for the busy Black Friday period by establishing rules that will automatically manage incoming tickets. These rules help keep your support process smooth and efficient during the high volume.

To add a new management rule, look for the "Create rule" button within the ticket rules section. Clicking this will allow you to define specific criteria for organizing your tickets.

Start crafting your first rule by setting conditions that identify VIP customers. This ensures high-priority clients are recognized and receive prompt attention from your support team.

Once your rule is configured and reviewed, click on "Install rule" to activate it. This step ensures your system will automatically apply the new criteria to incoming tickets.

Next, head over to the "Macros" section. Here, you can create predefined responses that will let your agents reply to common questions quickly and consistently with a single click.

To wrap up the configuration, visit the "Ticket Assignment" area where you can set up bulk ticket distribution. This lets you automatically assign tickets to agents based on their shift schedules or areas of expertise, helping balance the workload efficiently.

With these setups complete, you’re ready to smoothly handle your support tickets during peak times. You can even create a Supademo quickly to showcase how the system works in practice.

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