For example, include the whole name, but don't forget to include 'message public is false' rule condition so it directs to the internal note specifically. If a user is mentioned in an internal note, just be specific in your Gorgias rule. What if I'm mentioned in an internal note? This is a great way not to miss any tickets. So if a ticket is assigned, or even if a ticket is not assigned to a user, as long as this method is set up then the user receives the notification via Slack DMs about a ticket to work on. Once a recommendation/review is posted by the customer from your Facebook Page (as we follow the example above), the rule in Gorgias will trigger and reflect the Facebook review in the Slack channel you specified.Īnd the best part is, this is not limited to Slack channels only, you can work with DMs too. Fill in the other fields depending on your preference.Ģ.
Then the Gorgias channel/integration you are specifying (i.e Facebook recommendation, chat, email, etc.), and then select the action to 'Send Email' and paste the forwarding email address from the Slack channel to the 'To' field.
Create a rule in Gorgias and select the event/s to trigger (i.e Ticket Created, Ticket assigned to user, etc.). FAQs Can we get notified about specific tickets only?ġ.
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