20 h response times ⌚Updated 2 months ago

We are aiming to respond to every ticket within MAX 20 hours!

That means that every ticket have to be replied to within 20 hours.

In case you feel that this goal is not doable for you, please let us know, so we can keep that in mind when we check the response times.

1- always start with the oldest tickets

Make sure you always start with the oldest tickets first, this can be within all channels but make sure the Gorgias list starts with the oldest (see picture)

2-Snoozing

Please never leave tickets open.

Of course, it is normal that for some cases you need a follow-up, more time,refunds, designs ... ALWAYS inform the customer first and snooze the ticket to the date where you think you will have an update.

You can snooze a ticket here:

Example: I need to tag your customer service manager for an issue, I will snooze the ticket to tomorrow, in case I don't have an answer by tomorrow, I can snooze it again.

3- Spam mails

Sometimes you will get marketing mails, promo's, newsletters,... 

These mails cannot stay open, this also influences the response time.

If you are unsure about a mail if it is spam or not, then tag your customer service manager and snooze the ticket, she will take care of it then.

Here you find how to handle spam mails: https://internal-helpcenter.gorgias.help/en-US/spam-mails-523217