What tags should I start with?

Start with 4–6 high-level categories that match your team structure: billing, shipping, returns, technical, account, and feedback. Avoid over-tagging early — you can always add more specificity later.

Can I tag by urgency as well as topic?

Yes. Add a separate Rule for urgency signals — words like 'urgent', 'ASAP', 'broken', or mentions of chargebacks. Apply a 'priority' tag and route those tickets to a dedicated high-priority view.

What if a ticket matches multiple tag categories?

Gorgias applies all matching Rules, so a ticket can receive multiple tags. If you want exclusive tagging (only one category per ticket), add a condition 'ticket does not have tag X' to each Rule and order them by priority.

How accurate is keyword-based triage?

Keyword Rules cover roughly 70–80% of tickets well. For edge cases, use the Claude-based approaches — they read the full message body and understand intent rather than matching individual words.

How to auto-triage and tag customer support tickets in Gorgias

Why triage matters

Tickets that land in a single untagged queue force someone to manually sort before the right person can even respond. A billing question shouldn't wait behind a technical bug — and a shipping inquiry shouldn't get lost in a pile of feature requests.

Auto-tagging on arrival means every ticket is categorized instantly. Teams get their own views, queues load faster, and response times drop.

What you'll need

Prerequisites

Gorgias account (any paid plan — Rules are included)
A defined tag taxonomy: 4–8 topic categories that match how your support team is structured
(Optional) Gorgias API key for the n8n and code-based approaches

Choose your approach

Select an approach below to see the full step-by-step guide.

Frequently Asked Questions

How to auto-triage and tag customer support tickets in Gorgias

Why triage matters

What you'll need

Choose your approach

Gorgias Rules

n8n

Agent Skill

Claude Cowork

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Frequently Asked Questions

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