You asked, we delivered! Starting now, replies to old email threads will automatically create new tickets if the reply comes 10+ days later instead of re-opening the existing ticket.

Why did we make this change?

Before, if a customer reaches out to you via an existing email thread, the original ticket would re-open without any time limit.

Let’s illustrate a scenario: A customer emails about the status of a recent order. You quickly respond and close the ticket to a 5-star CSAT. 3 weeks later, the customer wants to exchange the item. They search your brand’s name in their email, find the old email thread, and request the exchange.

Before, the original ticket about order tracking would be re-opened, which caused a couple of major issues for CX teams:

• Your metrics get heavily skewed. When the ticket gets re-opened, your Resolution Time extends as though the original ticket was never resolved. All the sudden, the original ticket’s Resolution Time appears to be over 3 weeks. And if the customer has a negative experience on the exchange request, you’d be unable to collect a second CSAT score.

• Your trend analysis becomes messy. Like many brands, you might use Tags and Ticket Fields to track Contact Reasons, Resolutions, and other information that help you analyze trends. Each ticket should only have one Contact Reason and Resolution, and re-opening the ticket doesn’t allow you to capture the two separate topics.

How does auto-splitting work?

When a customer responds to an old thread after 10 days, Gorgias will automatically split the ticket. The old ticket will link to the new ticket in the timeline (and vice versa), in case you need to reference something from the previous interaction. The old ticket’s Resolution Time, Ticket Fields, CSAT, and other metrics will remain unaffected.

As always, you have the option of re-merging the tickets if you believe splitting is not appropriate.

We hope this update helps you keep your metrics and trend analysis cleaner!