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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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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FAQs
What is Gorgias and how does it help during Black Friday ticket surges?
Gorgias is a customer support platform designed to centralize and automate support tickets. During Black Friday surges, it streamlines handling large volumes by automating workflows, prioritizing tickets, and enabling faster agent responses with macros and rules.
How do ticket management rules improve support efficiency for Black Friday?
Ticket management rules automatically categorize and prioritize incoming tickets, ensuring urgent queries like VIP customers are addressed quickly. This reduces manual sorting, accelerates response times, and helps maintain excellent customer service during peak periods.
What are macros in Gorgias and how do they help with ticket surges?
Macros are predefined responses to common questions that agents can deploy with a single click. They save time during ticket surges by reducing repetitive typing, ensuring consistency, and allowing support teams to reply faster to typical queries.
Can I assign tickets automatically in Gorgias during Black Friday?
Yes, Gorgias allows bulk ticket assignment where tickets can automatically be distributed to agents based on their shift, expertise, or availability. This balances workloads and prevents bottlenecks during high-volume periods.
How do I create a rule to identify VIP customers in Gorgias?
In the settings, create a rule that scans tickets for identifiers like customer tags, past order value, or loyalty program status. Tickets matching these conditions are flagged so agents can prioritize VIP customers efficiently.
What should I consider when setting up rules for Black Friday ticket surges?
Focus on categorizing frequent issues, prioritizing critical customers, and automating ticket routing. Ensure rules cover common queries to reduce manual intervention and speed up support responses during surges.
How can I train my team for Black Friday support using Gorgias?
Provide training on using macros and rules, emphasize quick ticket assignment, and encourage use of automation tools built into Gorgias. Run simulations or use demos to familiarize your team before the surge begins.
Is it possible to monitor ticket volumes live during Black Friday?
Gorgias offers real-time dashboards and reporting features that let managers monitor ticket volumes, agent workloads, and response times live, helping teams adjust immediately to demand spikes.
Can Gorgias integrate with other tools to improve Black Friday support?
Yes, Gorgias integrates with e-commerce platforms like Shopify, CRM systems, and messaging apps. These integrations enrich ticket data and improve automation, boosting efficiency during busy seasons.
How do I measure success managing Black Friday ticket surges with Gorgias?
Track metrics such as average response time, ticket resolution rate, agent workload balance, and customer satisfaction scores. Use Gorgias’s analytics to evaluate and optimize support performance during peak times.
