To simplify Gorgias and make its behavior more predictable, we have changed the behavior of chat & messaging channels tickets.

The way the chat & messaging section now works is the following:

Note: Here “tickets” refer to “chat & messaging tickets”.

Gorgias displays up to 6 tickets in this section.

If you are set as unavailable:

• Only the tickets assigned to you are visible

If you are set as available:

And auto-assignment is disabled then:

• Tickets assigned to you and all unassigned tickets are visible

Otherwise, if ticket auto-assignment is enabled then:

• Only tickets assigned to you are visible

Previously, the last scenario was as follow:

If you were set as available:

And auto-assignment was enabled then:

• Tickets assigned to you and unassigned tickets for which the channel was NOT selected in the assignment settings were visible

To set up or disable auto-assignment, please refer to this article