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Customer requests

Customer requests shows the open conversations of your Gorgias helpdesk inside Nucleo. Customer Service reads what the customer wrote, answers, and — when another team has to act — converts the request into an internal ticket without retyping anything.

You find it under Commerce > Customer care > Customer requests. Only the Customer Service team and admins can open it.

Note
The helpdesk has to be connected for your company. Until it is, the page shows a notice that Gorgias is not configured yet, instead of the list. See Customer care configuration.

Read the requests list

ColumnWhat it shows
RequestThe subject of the conversation, with the request number on the helpdesk underneath, such as #88805863.
CustomerThe customer's name, with their email address underneath.
ChannelWhere the customer wrote from, such as email.
LanguageThe language of the conversation.
Linked ticketIf the request has already become an internal ticket: its code and status. Click it to open the ticket.
UpdatedWhen the conversation last changed.

Click a row to open the request. The list shows 50 requests per page by default, or 25 or 100.

To find a request, type in the Search and filter bar. The search looks in every column, including tags, the assignee and the preview of the last message. Every word you type must appear; case and accents don't matter. In the same bar you can filter on Channel, Language and Linked ticket (Converted or Not converted), and switch a filter to Is not.

Open a request

Opening a request shows the conversation as the customer wrote it, with the quoted history of earlier emails cleaned away:

  • A notice at the top reminds you that this is the conversation with the customer, with their name, channel and language.
  • Each message shows who wrote it and when; replies from your team are marked Agent. Attachments are buttons under the message: click one to download it.
  • The Customer card on the right shows the customer's name and email. Click the email to write from your own mail app.
  • When the conversation references a Shopify order, the Customer card shows it under Shopify order: click the number, or More actions > Open order in Shopify, to open it in Shopify.

Reply to the customer

Steps

  1. Open the request.
  2. In the Reply to the customer card, under the red notice You are writing to the CUSTOMER (via Gorgias), not to Logistics., write your answer.
  3. Click Send reply. You see Reply sent to the customer.

The answer goes out on the helpdesk, under your name. Email conversations are answered by email.

Caution
This reply reaches the customer and can't be recalled. To write to your colleagues, open or answer an internal ticket instead.

Apply a contact reason or close a request

  • To classify the conversation, select a value in Contact reason…. It's applied on the helpdesk at once, and you see Contact reason applied.
  • When the request is handled, click Close request. It's closed on Gorgias and leaves the list.
Note
The same controls — reply, contact reason, close — are also inside a converted ticket, in the Customer conversation card, so Customer Service can answer the customer while working the ticket.

Convert a request into a ticket

Steps

  1. In Nucleo, go to Commerce > Customer care > Customer requests and open the request.
  2. Look above the form on the right. If you see Already converted into followed by a ticket code, the request already has a ticket: open it instead, and convert again only if a second ticket is really needed.
  3. In the Escalate to internal ticket card, optional: click Prepare with Atomo to have the form filled in for you. See Prepare a ticket with Atomo.
  4. Check Title. It starts from the subject of the request; up to 200 characters.
  5. Optional: in Summary, write or correct a short summary of the case. Left empty, the ticket keeps the customer's original request instead.
  6. Check Priority (High by default) and Status (Open by default).
  7. Check Market. It's preselected from the language of the request when a market matches.
  8. In Assign to team, choose the team. Logistics is preselected.
  9. Optional: under Tags, check the tags that apply.
  10. At the top of the page, click Convert to ticket.

The new ticket opens. Its title starts with [Gorgias #…], and its description holds the order, the summary and a link back to the conversation. The order reference is filled in from the request, the gorgias tag is added, and the attachments of the conversation are copied into the ticket, PDFs included.

Prepare a ticket with Atomo

Atomo can read the whole exchange and fill in the conversion form, so a long conversation in another language becomes a ticket your team can act on in one read. Atomo proposes; nothing is created until you click Convert to ticket.

Steps

  1. Open the request.
  2. In the Escalate to internal ticket card, click Prepare with Atomo. The button shows Atomo is reading… while it works.
  3. When Atomo filled the form — check it before converting. appears, review what it proposed:
    1. Title and Summary — a short title and a summary of the case.
    2. Translated conversation — the conversation in your company's language, with the number of lines next to it. Click it to open it. It's for reading only: it isn't copied into the ticket.
    3. Priority and Status.
    4. Market, when the conversation makes it clear.
    5. Tags — only tags your company already uses.
  4. Correct anything you disagree with. To start over, click Ask Atomo again.
  5. Choose the team and click Convert to ticket at the top of the page.
  • Atomo writes in the language set for your company, Italian by default. See Customer care configuration.
  • Atomo is optional. If it isn't available, you see Atomo is not available right now — fill the form manually. and the form stays as it was.

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