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Customer Service SOP: Using Gorgias Ticket Fields Correctly
Customer Service SOP: Using Gorgias Ticket Fields Correctly
Purpose:
Ticket fields help us organize customer issues so we can support faster, learn from trends, and share insights with other teams (like Product, Marketing, and Finance). When you use the correct field, you help us:
Spot bugs and broken flows faster
Improve how we communicate
Make sure we're fixing real problems, not guessing
If something feels unclear, ask in the appropriate Slack channel. These fields must be selected before closing a ticket.
Ticket Fields vs. Tags: What's the Difference?
Ticket Fields are structured categories used for reporting and must be selected on every ticket. These are the official source of data used by leadership and cross-functional teams.
Tags are more flexible and can be used to mark patterns, internal notes, or trigger specific workflows (e.g. "escalated", "AADI" or "high value"). Use tags to add context in addition to ticket fields, but never in place of them.
Example: If a customer is reaching out to request a refund on the product and you were able to save them by communicating the product value, this is how you would use ticket fields:
Ticket Field: Refund
Sub-Field: Saved
How to Use This SOP:
Find the type of issue you’re handling. Follow the logic: If this is true, then choose this field. Use the chart below.
How to Use This SOP:
Find the type of issue you’re handling. Follow the logic: If this is true, then choose this field. Use the chart below.
Sub-Field: Refund Type (if Refund or Return Request is selected)
*If you have a refund request for an order placed by Tribe, please make sure you add a tag to the ticket “external sales team refunds.”
Sub-Field: Subscription Cancellation Reason (if Subscription Cancellation is selected)
Sub-Field: Order Tracking (if Subscription Cancellation is selected)
Reminder:
Ticket field data is only useful if it’s consistent. If you tag everything "General Concern," we can’t find patterns or fix things. Using the right field makes your job easier and helps the whole company do better.
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