A complete overview of Gorgias assignment rules

Let's be honest, does your Gorgias inbox ever feel like it needs a bit more organization? If you're seeing unassigned tickets stack up while your agents spend time sorting through the queue instead of actually helping people, you're definitely not alone. This is exactly what Gorgias assignment rules are designed to solve. They're built right into the platform to help you bring efficiency and order to your workflow.

This guide will walk you through what these rules are, how they work, and how you can optimize them as your team grows in 2026. We'll also look at how modern AI can work alongside Gorgias to build a smarter, more scalable workflow.

What are Gorgias assignment rules?

In a nutshell, Gorgias assignment rules are automated instructions you set up to send incoming tickets to the right person or team. It's an intelligent way to organize your support queue. You tell the system what to look for - like the ticket's language, subject line, or origin - and it automatically routes it to the correct group of agents.

The whole point is to minimize manual sorting, spread the load evenly across your team, and ensure customers reach the agent best equipped to help them. According to the official Gorgias documentation, the system looks at ticket priority first, then when it was created, and finally checks which agent is available and has a balanced workload.

How to set up Gorgias assignment rules

While Gorgias is designed to be user-friendly, getting a feel for the moving parts of assignment rules is key to making them work for you. It all comes down to a clear logic involving teams, conditions, and actions.

Creating teams for Gorgias assignment rules

Before you can assign a ticket, you need to define your teams. In Gorgias, you do this by creating Teams, which are logical groupings of agents based on their expertise. For instance, you could have:

• A "Returns & Exchanges" team

• A "Technical Support" team for specialized product questions

• A "VIP" team for your long-term customers

• A "Social Media" team to handle DMs and comments

Setting these teams up correctly provides a strong foundation for your assignment strategy.

Defining conditions for Gorgias assignment rules

Once your teams are ready, you can tell Gorgias exactly when a ticket should go to a specific team. This uses a straightforward "WHEN... IF... THEN" logic. You pick a trigger (like "Ticket Created") and then add "IF" statements to refine the routing.

Gorgias gives you a wide variety of conditions to use when building your rules.

Condition Type	How You Might Use It
Ticket Channel	If a ticket comes from Chat, send it to the "Live Support" team.
Ticket Language	If the language is detected as French, route it to the "EU Support" team.
Ticket Subject contains	If the subject line has the word "damaged," assign it to "Resolutions."
Ticket Tags	If a ticket gets auto-tagged as "VIP," it goes straight to "Account Managers."
Customer Shopify Orders Count	If a customer has placed more than 5 orders, send them to the "Loyalty" team.

Setting actions in Gorgias assignment rules

The final step is the "THEN" part: what action should Gorgias take? The primary action is Assign Team. You can also have your rules Set Priority (Low, Normal, High, or Critical), which helps determine the assignment order. For example, a rule could automatically set a ticket with "urgent" in the subject to "Critical," ensuring it is handled first.

Considerations for scaling manual Gorgias assignment rules

Gorgias assignment rules are an excellent way to get organized. As your business grows, you might find opportunities to complement these rules with more advanced logic to keep your operations running smoothly.

Adding more nuance to your routing

Simple keyword rules are effective for many scenarios. To add even more precision, you can eventually supplement these with tools that understand deeper context. For example, while a rule can flag the word "refund," a complementary tool like eesel AI can help distinguish between a general policy question and an urgent request.

Its AI Triage product works alongside Gorgias to understand a ticket's meaning and sentiment. It can identify frustration or high urgency and route the ticket to a specialist or escalate it immediately, providing an extra layer of intelligence to your Gorgias setup.

Maintaining streamlined workflows as you scale

When you're a growing team, managing a small number of rules is simple. As you expand to new products and languages, your list of rules might grow. Gorgias provides a cap of 70 rules per account, which encourages teams to keep their logic clean and efficient.

Instead of building a massive list of individual rules, some teams use eesel AI as a complementary option. It learns from your past tickets to understand your unique support patterns and adapts as new issues pop up. You can easily connect it to your Gorgias account to see how it enhances your existing rules.

Connecting additional data sources

Gorgias rules are powerful because they integrate directly with essential Shopify data. To make even more informed routing decisions, you might eventually want to pull in data from other specialized platforms. You could potentially prioritize tickets based on:

• A customer's subscription plan in Recharge.

• Their current lead score in HubSpot.

• Technical data from your internal databases.

eesel AI can help bridge these gaps by pulling in knowledge from over 100 different places, including Confluence and Google Docs. This allows for highly informed decisions about routing and resolving tickets based on the full customer picture.

Gorgias pricing for plans including Gorgias assignment rules

The rules feature is available on all Gorgias plans, allowing every team to benefit from automation. In 2026, pricing continues to be tiered to match different team sizes and ticket volumes.

Plan	Monthly Price	Billable Tickets/mo	Key Features
Starter	$60/mo	50	Basic helpdesk, social media integrations
Pro	$600/mo	500	Phone support, revenue statistics
Advanced	$3,600/mo	3,000	Dedicated success manager
Enterprise	Custom	Custom	Custom ticket volume, advanced security

While the rules engine is a core part of the platform, combining it with advanced automation can help you get the most value out of every ticket, reducing the time your team spends on manual oversight.

Taking your workflow beyond basic Gorgias assignment rules

Once you have mastered your Gorgias assignment rules, you might consider bringing additional intelligence into your setup. An AI layer like eesel AI plugs right into your Gorgias workflow, providing powerful new capabilities while keeping Gorgias as your central hub.

The goal is to move toward a system that actively learns and assists your team.

With a tool like eesel AI, you can:

Get started quickly The integration process is designed to be fast and simple, allowing you to enhance your Gorgias setup in minutes.

Test it out first There's a simulation mode that lets you test the AI on your past Gorgias tickets. This way, you can see how it would have handled assignments before you turn it on for live tickets.

Stay in control You can start small by automating just one type of ticket (like common "where is my order?" queries) and let the AI send everything else to your team. You can scale the automation as you become more comfortable.

Automate smarter, not just harder

Gorgias assignment rules are a fantastic foundation for organizing your inbox. They ensure tickets go to the right place and provide a reliable structure for your support operations. For brands that are scaling rapidly, they are the essential starting point for a professional support workflow.

To reach maximum efficiency, you can pair Gorgias with intelligent automation that understands more context and gets better over time. By adding an AI layer to your helpdesk, you can free your team from manual sorting and let them focus on what they're best at: delivering an amazing customer experience.

Ready to see how AI-powered automation can enhance your Gorgias experience?

Learn how eesel AI enhances Gorgias with intelligent triage and automation.

---