Gorgias Auto Assign and Ticket Assignment Rules for Ecommerce Support Teams

Turn auto assignment on in the right place

Open Workflows, Tools, Ticket assignment. Auto-assign tickets applies to new tickets, and Assign ticket to last responding agent applies to reopened ones. Only the account owner and admins can change these settings, and the feature is available on all Helpdesk plans, so there is no upgrade to buy before you try it.

Build rules from the trigger down

Gorgias runs rules in trigger order: Ticket created, New message in ticket, Ticket updated, Ticket assigned to user, Ticket snooze delay ends, then Satisfaction survey responded. Rules with the same trigger run top to bottom as listed on the Rules page, so put the narrow ones first, such as wholesale and VIP, and the catch all last. You can create up to 70 rules, and AND and OR cannot be mixed in one IF, so nest a second IF for mixed logic.

Keep the Ticket created rule customer only

Add the condition that the message from agent is false. Without it, an outbound ticket an agent creates can be routed like a customer request and land on someone else. It is the most common reason a team sees tickets assigned to the wrong person right after creation.

Set capacity limits on purpose

Pick a chat and messaging limit that matches how many live conversations a person can hold, and a separate limit for email style tickets. Remember the reopened ticket option: you can let reopened tickets exceed capacity so a customer who writes back is not stuck in a queue behind new work. Review the unassigned view daily during sales events, because a full team shows up there first.

Know where the native model stops

Fewest tickets treats a gift question and a chargeback dispute as equal. It also knows nothing about languages, product lines, or who works Saturday. Teams usually solve that with more teams and more rules, which works until the rule list is hard to read. If you are past a dozen rules whose only job is to protect one specialist, the policy has outgrown the tool.

Where Assigner fits beside Gorgias

Assigner is a routing layer that sits beside the helpdesk. It chooses an owner using round robin, weighted rotation, load balancing, skills and live availability, with shift schedules and time off, and records the reason for every assignment so a lead can answer why a ticket went to a person. Plans start at $7 per user per month billed yearly. Treat the link between Gorgias and a separate router as configuration work, since Assigner offers generic intake options and this page does not claim a ready made Gorgias connector.

Test with a week of real tickets

Replay a recent week. Count how many tickets reached an agent who was off shift, how many specialist tickets went to a generalist, and the gap between your busiest and lightest agent at close of day. If those numbers are small, native assignment is doing its job. If not, you have a measured case for a router.

How do I auto assign tickets in Gorgias?

Go to Workflows, Tools, Ticket assignment and turn on Auto-assign tickets. Then create a rule with the Ticket created trigger that assigns each ticket to a team. Agents on that team who are signed in and Available receive tickets, fewest assigned first. Only the account owner and admins can change the setting.

Does Gorgias have round robin assignment?

The documented behavior is fewest tickets assigned among available agents, which is load based. It does not describe a strict rotation, weights or skills. If you need true round robin or weighted rotation, a routing layer such as Assigner supplies it beside Gorgias.

Which Gorgias plans include auto assign?

Gorgias states that auto assignment and rules are available on all Helpdesk plans. Plan price scales with ticket volume, not with a feature gate on assignment, so the question is policy fit, not an upgrade tier.

Why is Gorgias not assigning tickets to an agent?

Check that the agent is signed in and set to Available, that the ticket belongs to a team the agent is on, and that they are under their capacity limit. If every available agent is at the limit, tickets stay unassigned until someone becomes eligible.

In what order does Gorgias assign tickets?

Higher priority tickets go first, and among equal priorities the older ticket goes first. Creation time is the tiebreaker. Priority runs from critical to low, so set it with a rule if VIP or urgent work should jump the queue.

Can Gorgias assign tickets by skill or language?

Not inside a team. You can create a team per language or product and send tickets to it with rules, but the choice of agent within the team is by fewest tickets. For skills across one team, add a routing layer.

What happens to reopened tickets in Gorgias?

With Assign ticket to last responding agent on, a reopened ticket returns to whoever last replied. You can let reopened tickets exceed that agent capacity limit. Unassign on reply can free a ticket when the customer writes back while the agent is offline.

How many rules can I create in Gorgias?

Gorgias allows up to 70 rules, and active rules apply across all stores and channels in the helpdesk. Rules with the same trigger run top to bottom, and you can drag them to reorder.

What does Gorgias cost?

Gorgias prices by ticket volume. Monthly plans run from $10 to $900, with overage at $0.36 to $0.40 per extra ticket. See our Gorgias pricing guide for annual rates and break even points.

What does Assigner add beside Gorgias?

Assigner adds per person rules the native setting lacks: weighted rotation, skills, live availability from shifts and time off, and a recorded reason for every assignment. It is priced per user, from $7 per month billed yearly, with a five user minimum.