The Challenge
High-volume support teams face a daily bottleneck: finding the right tickets, applying the right context, and taking the right actions—all through a manual, click-heavy interface. As ticket counts grow, so does the time agents spend navigating rather than resolving.
- Search is slow and imprecise: Finding tickets by customer wording or conversation history requires multiple filters and guesswork.
- Repetitive actions drain productivity: Tagging tickets, adding internal notes, and applying macros are done one-by-one, even when the same action applies to dozens of conversations.
- Routing creates delays: Escalating to the right team or assigning tickets to specialists adds friction when done manually.
- Context is lost between agents: Without a consistent note-taking process, handoffs result in repeated customer explanations and longer resolution times.
The Autohive Solution
By integrating Autohive with Gorgias, your AI agents can handle the full ticket management cycle using natural language commands—surfacing the right tickets instantly, taking bulk actions, and keeping every conversation moving toward resolution.
Natural Language Ticket Search
Agents can find tickets by describing what the customer said, the issue type, or the ticket status—no filters required. Search across open, pending, and closed conversations in seconds.
Bulk Updates and Tagging
Apply tags, update ticket statuses, and add internal notes across multiple conversations in a single command. Standardize responses and keep records clean without repetitive manual work.
Macro Application and Standardized Responses
Trigger pre-built macros to post standardized replies, close tickets, or move conversations to the next stage. Ensure consistent handling of common scenarios like refund requests, shipping inquiries, and account resets.
Smart Escalation
Route tickets to the right team or agent based on issue type, priority, or custom rules. AI agents can escalate complex conversations while continuing to handle routine ones autonomously.
Benefits
- Faster resolution times – Agents spend less time navigating and more time resolving, cutting average handle time for high-volume queues.
- Consistent ticket handling – Macros and standardized tagging ensure every ticket follows the same process regardless of who handles it.
- Reduced agent burnout – Automating repetitive actions like note-adding and status updates frees agents to focus on complex customer issues.
- Better handoff quality – Internal notes added automatically during each interaction ensure the next agent always has full context.
- Scalable operations – Handle more tickets without adding headcount by letting AI agents manage routine resolution workflows end-to-end.
How It Works
- Connect Gorgias to Autohive – Link your Gorgias helpdesk to Autohive through the marketplace integration in minutes.
- Configure your agent – Define the ticket types, tags, macros, and escalation rules your AI agent should handle.
- Search and act with natural language – Ask your agent to find tickets, apply updates, or post responses using plain language commands.
- Monitor and refine – Review what your agent handled, adjust rules, and expand its scope as your team’s confidence grows.
Getting Started
- Sign up at app.autohive.com
- Connect Gorgias from the Autohive marketplace
- Configure your ticket management automation rules
- Deploy your agents and start resolving tickets faster
