What reaches your helpdesk

Some tickets come back to your team. They arrive in your Gorgias helpdesk with the context the AI collected and the reason they were sent to you, so your team decides without investigating from zero. You resolve them in your helpdesk, as you do today.

Why a ticket comes to your team

A ticket escalated by Razviel reaches your team when:

• No policy covers the case. Your policy has no rule for it, so the decision is yours.
• The amount is above your limit for that action.
• You chose to handle that kind of case yourself, such as a legal threat or a chargeback.
• A Human Node worked on the case and could not resolve it.
• No Human Node picked it up in time. A case that waits 30 minutes without any Human Node opening or answering it comes to you.
• A Human Node disconnected and no other Human Node could take the case.

An amount within your limit does not come to you. When it is above the amount you let the AI handle on its own, a Human Node confirms it.

The last two are about capacity, not about the case. When capacity comes back, those tickets return to a Human Node, unless your team has already opened and answered them. The others stay with your team.

What comes with each ticket

In your Gorgias, an escalated ticket is:

1. tagged Razviel: Escalated;
2. assigned;
3. given an internal note with the case, already written.

The note has one format, the same on every escalated ticket, whether the AI or a Human Node sent it. It says, in this order:

1. The customer: who they are and what matters from their history.
2. The product and the order.
3. What happened. When the customer sent a photo, the note includes what the AI read in it.
4. Which rule applies.
5. What was already done and agreed with the customer, so your team does not ask again.
6. Why it came to you.

The note then states the kind of reason: a limit you set, or something that no setting changes. It does not tell your team how to answer. That decision is yours.

The note is internal. Your customer does not see it. The customer receives a message from the AI saying their case is being passed on.

When the reason is a limit you can change

When a ticket reaches you because it passed a limit you set, the note says which limit and the limit that would have covered the case. You can apply that limit from the same ticket in your Razviel dashboard, with one click, as described in Change your policy. When the reason is something you cannot adjust, such as a legal matter or a case with no policy, the note does not suggest a change.

When a case reached you because the Human Nodes on your brand had a long queue while they were actively working, the note says so, and suggests considering more capacity if it keeps happening. A disconnection never produces that suggestion.

Tickets that arrive without a package

Some tickets reach your helpdesk without passing through Razviel, so they carry no package:

• the share of each channel you do not route to Razviel;
• new tickets after your AI resolutions for the month run out.

Razviel still captures and classifies them, so your dashboards show your whole support volume. See When the allowance runs out.

When your store's connection is down

If Razviel cannot reach your Shopify store, the AI cannot see the orders, so it does not answer from a guess. New tickets go straight to your helpdesk, Live Chat is switched off for the time being, and open conversations are passed to your team with the full conversation. Your dashboard tells you, and everything returns to normal on its own when the connection is back.

Who wrote what

Razviel creates two users in your Gorgias: Razviel AI and Razviel Human Node. Your customer sees your brand. Your team sees, in the sender, whether a reply came from the AI or from a Human Node.