[Gorgias] Ticket Unassign Process

The process of unassigning a ticket is to remove the DigitalGenius user who was assigned to a ticket that was closed, but the customers replied to it and reopened it. This is necessary to avoid confusion and ensure that the ticket is handled by the appropriate agent.

How it works

  1. Access Gorgias rules https://{{CustomerGorgiasDomain}}.gorgias.com/app/automation/rules
  2. Click on Create Rule
  3. Click on Create Custom Rule
  4. Complete the rule settings following the below image and Click on Create Rule