Smart Helpdesk Tickets

Overview

What is Ellis for Helpdesk?
 Ellis for Helpdesk is an AI ticketing layer that connects LateShipment.com to Gorgias. Ellis watches shipment events and checks each exception against order and customer details. It creates a Gorgias ticket only when an issue needs an agent. Each ticket includes the shipment details, the customer's delivery history, and a recommended resolution.
Note: Ellis for Helpdesk supports Gorgias only.

Why opt in to Ellis for Helpdesk?

• Fewer, higher-priority tickets: Standard integrations create a ticket for every shipment exception. Ellis creates one only when action is needed.

• Important cases stand out: High-impact issues are no longer buried among routine ones.

• Ready-to-act tickets: Agents get the shipment details and a recommended resolution, so they don't have to gather data first.

• Proactive support: Your team can fix delivery issues before shoppers contact you.

How does Ellis for Helpdesk work?

1. Recommendation: Review the Ellis for Helpdesk recommendation on the Ellis recommendations page.

2. Configuration: Turn on Helpdesk in Order Tracking Configurations.

3. Setup: Connect Gorgias, check Smart Ticket Creation, choose events, install the widget, and test.

4. Go live: Ellis evaluates each event and sends prioritized tickets to Gorgias.

Before you begin

• Gorgias: Administrator access to install apps and create HTTP integrations

• LateShipment.com: Administrator access and an active subscription with API access

• Order data: Shipments synced to LateShipment.com

Step 1: Review the Ellis recommendation

• What: Ellis shows the Ellis for Helpdesk recommendation as a card on the Ellis recommendations page. [CONFIRM: recommendation exists]

• Why: You can see what Ellis found and what it will do before you approve it.

How

1. Open the Ellis recommendations page, and select the Tracking tab. [CONFIRM tab]

2. On the Ellis for Helpdesk recommendation, select Review. A modal opens with:

   • Status and area: For example, Pending · Helpdesk. [CONFIRM]

   • What Ellis noticed: What Ellis found in your store.

   • Why it matters: The impact on your shoppers and support team.

   • What you do: The action required from you.

   • What Ellis does: What Ellis automates after you act.

   • What to expect: The result after the recommendation is applied.

   • Confidence: How confident Ellis is, for example 90% High.

3. Select Configure Helpdesk to continue, or select Reject to dismiss the recommendation. [CONFIRM button name]

What happens next: Turn on Helpdesk in Order Tracking Configurations.

Step 2: Turn on Ellis on the configuration page

• What: The Helpdesk toggle turns on Ellis for Helpdesk.

• Why: Ellis must be on before it can evaluate shipment events and create tickets.

How

1. Go to Order Tracking Configurations.

2. Turn on Helpdesk.

3. Select Configure Helpdesk.

What happens next: The Connect Helpdesk page opens.

Step 3: Complete setup on the Connect Helpdesk page

3.1 Connect Gorgias

1. In Connection, select Gorgias as the helpdesk provider.

2. In Gorgias, go to Settings > App Store > All Apps.

3. Select LateShipment.com, select Connect App, and authorize the app.

Gorgias takes you back to the Connect Helpdesk page. Integration Active confirms the connection.

3.2 Check Smart Ticket Creation

On the Connect Helpdesk page, check that Smart Ticket Creation is on. When it's on, all events are enabled and Ellis evaluates Ellis-managed events.

3.3 Choose events

In Instructions for setup, turn off any event you want to exclude. No tickets are created for events that are off.

• Ellis-managed events: Packages delivered with delays, In-transit delays, Predicted delays, Lost or damaged shipments

• Standard events: Failed deliveries, Packages suspected lost, Returned shipments, Unused labels

3.4 Install the LateShipment.com widget

1. On the Connect Helpdesk page, copy Your unique URL and the Request body (JSON).

2. In Gorgias, go to Settings > HTTP integration, and select Add HTTP integration.

3. Enter a name, paste the URL, set HTTP method to POST, and paste the request body.

4. Save the integration, and complete the Gorgias SDK setup linked in Instructions for setup.

The widget loads in tickets that contain a tracking number or order ID.

Caution: The request body contains your LateShipment API token. Don't share it, and hide it in screenshots.

3.5 Test the integration

Ellis creates the first ticket the next time an Ellis-managed event needs action.

1. Open the first LateShipment ticket in Gorgias. Check that it includes the shipment details and a recommended resolution.

2. Open a ticket that contains a tracking number or order ID. Check that the widget shows the shipment details.

Step 4: Ellis goes live

After setup, Ellis runs continuously. Agents get prioritized tickets with full details in Gorgias. They review the recommended resolution and complete the action in your existing systems.

How Ellis decides

1. Monitor: Ellis tracks every shipment synced to LateShipment.com and detects Ellis-managed events.

2. Evaluate: For each event, Ellis looks at the customer's delivery history, customer type, and order value. It decides whether action is needed and how urgent it is.

3. Create: When action is needed, Ellis creates one Gorgias ticket, prevents duplicates, and adds tags for routing and reporting.

4. Recommend: Ellis attaches a recommended resolution based on the shipment's condition.

5. Equip: The LateShipment.com widget shows the shipment details inside the ticket.

Ellis-managed events

• Packages delivered with delays: Delivered after the estimated delivery date

• In-transit delays: Delayed while in transit

• Predicted delays: Expected to miss the estimated delivery date

• Lost or damaged shipments: Confirmed lost or damaged

All other enabled events create standard tickets, without Ellis evaluation or a recommended resolution.

Decision signals

• Delivery history: Delays or exceptions on the customer's orders in the last 12 months

• Customer type: First-time or returning customer, based on available order history

• Order value: The value of the affected order

Recommended resolutions

• Delayed in transit: Give the shopper a revised delivery estimate.

• Predicted delay: Tell the shopper before the delay happens.

• Severe delay: Offer a replacement, refund, or other recovery option.

• Lost or damaged: Issue a replacement or refund.

Resolutions are recommendations. Agents decide the final action.

Ticket handling
 Ellis checks for an existing ticket before it creates a new one. Each ticket is tagged LateShipment plus a tag for its event type, for example Predicted Delays. These tags support views, routing, and reporting in Gorgias. [CONFIRM: the source tags every ticket "Predicted Delays"]

What agents see in the widget

• Shipment summary: Current status

• Tracking timeline: Full carrier history

• Current exception: The active issue and its likely cause

• Customer delivery history: Earlier delays and exceptions

Manage Ellis for Helpdesk

Turn Ellis on or off
 Use the Helpdesk toggle in Order Tracking Configurations, or the Smart Ticket Creation toggle on the Connect Helpdesk page. Turning Ellis off stops Ellis from creating tickets based on its evaluation. The Gorgias integration stays connected.

Change ticket events
 Go to Order Tracking Configurations, and select Configure Helpdesk. In Instructions for setup, turn events on or off. No tickets are created for events that are off.

Check integration status
 Go to Order Tracking Configurations, and select Configure Helpdesk. Integration Active confirms that Gorgias is connected.

Need Help?
Contact support@lateshipment.com, or submit a ticket from the Help Center tab in your dashboard.