This tutorial provides a step-by-step guide on creating rules and macros in Gorgias, using a lost or damaged shipment scenario as an example.

Creating a Macro:
Step 1: Navigate to Settings.

Step 2: Under Productivity, select Macros.

Step 3: Click Create Macro to start a new macro.

Step 4: On the macro page, enter the macro name. Click Add Tags to add tags to the ticket.

Step 5: Fill in the content box. The customer name and the number of the lost order will populate automatically. To do this, click Customer Ticket and select First Name, Last Name, Full Name, or Email ID.

Step 6: To assign the number of lost orders or Shopify-related items, click Shopify and select an option.

Step 7: Set the status as Open. If desired, set a ticket field by clicking on the relevant option.

Step 8: Choose a contact reason by clicking on it.

Step 9: Assign a team for the ticket by setting Assign Team.

Step 10: Assign a particular agent by selecting Set User Assignee.

Step 11: After completing these steps, click Update Macro to create the macro.

Creating a Rule:
Step 1: Navigate to Rules and click Create Rule to start a new rule.

Step 2: On the rules page, enter the rule name and, if desired, a description.

Step 3: Set the rule condition for creating a lost or damaged shipment rule. Other rule conditions are available for different scenarios.

Step 4: After creating these conditions, click Enable Rule to activate them and click Update Rule to finalize.

This concludes the tutorial on creating rules and macros in Gorgias.