Gorgias Views: A complete guide to mastering your helpdesk

If you’re managing customer support for a growing ecommerce brand, you know the feeling. Inquiries are pouring in from email, chat, and social media, and your team is trying to figure out what’s on fire, what’s a quick question, and what can wait a minute. It can get chaotic, fast.

This is exactly what Gorgias Views are built to fix. They’re a feature designed to bring some much-needed order to your inbox by sorting tickets into clean, manageable lists. In this guide, I’ll walk you through what Gorgias Views are, how to get them set up, and a few practical ways to use them. We’ll also talk about where they fall short and how you can add a layer of smart automation to really get ahead.

What are Gorgias Views?

The easiest way to think about Gorgias Views is as smart folders for your support tickets. They are basically saved filters that automatically group conversations based on rules you set, like which channel they came from, what tags they have, or their current status.

It’s also helpful to know the difference between a View and a Section. A View is the filtered list of tickets itself (like "All Instagram Comments"). A Section is just a collapsible folder you can use to group related Views together (for example, a "Social Media" section that holds your views for Instagram, Facebook, and TikTok).

The main thing to get is that Views are dynamic. A ticket isn't manually "moved" into a View. Instead, it just shows up in any View whose rules it matches. So, a single ticket about a return that came in through live chat could appear in both your "Live Chat" View and your "Returns" View at the same time.

Gorgias gives you three types of views to work with:

• Default Views: These are the ones that come right out of the box, like "Unassigned," "All open tickets," and "Closed." You can't change them, but an admin can decide which ones are visible in the sidebar for the whole team.

• Shared Views: These are custom views that admins or team leads can create. You can make them available to everyone or just share them with specific teams or agents.

• Private Views: These are for personal use. Any agent can create a private view for themselves, and no one else will see it. It's perfect for making a personal to-do list or keeping an eye on specific issues.

Getting started with Gorgias Views

Before you can build out an efficient workflow, you need to get comfortable with how Views actually work. It really just comes down to combining a few simple pieces to tell Gorgias exactly which tickets you want to see.

The building blocks of Gorgias Views: Filters, operators, and values

Every custom View is built using the same logic: a filter, a operator, and a value. Nailing this combo is how you build a helpdesk that feels perfectly organized for your team.

• Filters: This is the ticket detail you want to look at. Gorgias has a bunch of options, like "Tags", "Channel", "Assignee user", and "Status".

• Operators: This is the condition you set. Think of it as the "how." Common operators are "is", "is not", "contains one of", and "is empty".

• Values: This is the specific thing you're searching for. It could be a tag like "urgent", a channel like "Chat", a team like "support-tier-2", or a status like "Open".

So, if you wanted to create a View to see all tickets about returns, your setup would look something like this: "Filter: Tags" + "Operator: contains one of" + "Value: return-request".

Creating your first custom Gorgias Views

Making your first custom View is pretty simple. Just follow these steps:

1. From your main tickets dashboard, find the "Shared views" or "Private views" section and click the little plus icon next to it.

2. Select Create view.

3. Give your View a clear name, like "Urgent - VIP Customers," and maybe pick an emoji so it stands out.

4. Click Add Filter and start setting up your conditions using the filters, operators, and values we just covered.

5. Click Create View, and that's it!

You can always change a View later by clicking the "Edit View" icon at the top of the ticket list. Reordering them is just a matter of dragging and dropping them in the sidebar, and you can delete any you don't need from the edit screen.

Keeping your Gorgias Views workspace tidy with sections

Once you start making more Views, your sidebar can get a little crowded. That's where Sections come in handy. You could create a Section called "Social Media" and pull all your channel-specific Views into it, or maybe a "Priority" Section for urgent tickets and SLA warnings. It keeps things neat and helps your agents find the right queue without having to scan a massive list.

Practical ways to use Gorgias Views

A well-organized set of Views can make a huge difference in your team's day-to-day. Instead of everyone digging through one massive inbox, agents can work through prioritized queues and tackle the most important stuff first.

Here are a few of the most useful setups we've seen:

• Prioritizing by urgency: This is probably the most common use case. Create a View for any ticket tagged "urgent" or that has a negative sentiment. This becomes the team's first stop every morning, making sure nothing critical gets missed.

• Managing by channel: Some agents are great on live chat, while others are better at writing thoughtful emails. By creating Views for each channel ("Live Chat", "Instagram DMs", "Email"), you can let your specialists stick to what they do best.

• Sorting by topic: Use tags to create Views for your most common questions, like "Shipping Status", "Returns", or "Damaged Items". This is great for batching similar requests so agents can get into a good flow.

• Tracking by SLA: A slow response can really hurt customer trust. You can set up time-based Views to flag tickets that are about to breach their SLA. For example, a View where the "Last received message" is "More than" "1 hour ago" can be an early warning for your team.

• Filtering by store or language: If you run multiple Shopify stores or serve customers in different languages, creating Views for each store or language is a lifesaver. This makes sure tickets automatically go to the team with the right knowledge and language skills.

Where manual organization falls short (and why Gorgias Views aren't the whole story)

Let’s be clear: Gorgias Views are great for organization. They add structure to your inbox and help guide your team. But they have one big limitation: they’re passive. They sort the work, but they don't do any of the work.

As you grow, this can create a few problems.

• Limitation 1: They don't actually reduce the workload. An agent still has to open every single ticket, read it, figure out what the customer needs, and type out a response. A "Returns" View might neatly show you 50 tickets, but your team still has to handle all 50 of them one by one. That model just doesn't scale.

• Limitation 2: They aren't very smart. A View that filters for a "return" tag can't tell the difference between a simple question about your return policy and a long, frustrated follow-up from an unhappy customer. It can’t understand intent or sentiment, so easy and difficult tickets get mixed together.

• Limitation 3: They're purely reactive. Views can only organize tickets after they’ve already arrived and been tagged (either by an agent or a simple rule). They can't do things like draft a reply, look up an order number, or triage a ticket based on how complex it really is.

Eventually, you'll find there's a limit to what you can achieve with manual organization alone. To really keep up with growth, modern support teams need a tool that doesn't just sort tickets but helps resolve them.

That’s where a tool like eesel AI comes in. It’s an AI platform that plugs right into your helpdesk, including Gorgias, so you don’t have to switch tools or mess with your existing workflows.

While Gorgias Views put tickets into the right buckets, eesel's AI Agent can actually read, understand, and fully resolve common customer questions on its own. It learns from your team's past ticket responses to match your brand voice and already knows how to solve your most frequent issues. Plus, with a cool simulation mode, you can test it on thousands of your past Gorgias tickets to see your potential automation rate before you even turn it on. You can get it running in minutes, not months.

A quick look at Gorgias pricing

Gorgias's pricing is mostly based on the number of "billable tickets" your team handles each month. A billable ticket is basically any conversation that gets a response, whether it's from a person, a rule, or an AI.

Their own AI features, like the native AI Agent, are usually priced per interaction on top of your plan's ticket count. For instance, on the Starter plan, each automated resolution costs $1.00. That might not sound like much, but the costs can get unpredictable, especially during busy times like Black Friday. More advanced automation features are also reserved for the higher-tier plans.

Here’s a simplified breakdown:

Plan	Starting Price (Monthly)	Billable Tickets/mo	AI Agent Interactions
Starter	$10/mo	50	Pay per use ($1.00 each)
Basic	$50/mo	300	60 included, then pay per use
Pro	$300/mo	2,000	600 included, then pay per use
Advanced	$750/mo	5,000	2,500 included, then pay per use

Organize with Gorgias Views, automate with AI

Gorgias Views are a fantastic starting point for any support team trying to tame a chaotic helpdesk. By setting up smart, targeted Views, you can build workflows that help your agents focus on the right tickets at the right time.

But at the end of the day, Views are for organization, not automation. They help you manage the queue, but they don't do anything to make it smaller.

To really prepare your support for growth and give your agents a break from endless repetitive questions, you need to pair the organization of Views with smart automation.

Ready to go beyond just sorting tickets? See how eesel AI can work with your existing Gorgias setup to handle frontline support. You can get it live in minutes and free up your team to focus on the customers who need a human touch.