Gorgias Updates

www.gorgias.com

New Ticket Assignment Setting: Assign to Last Responding Agent

by Gorgias Product Team

We often hear that agents sometimes forget to assign themselves to a ticket. We’re introducing a settings option that ensures that an agent gets automatically assigned to a ticket when they send an outbound customer reply. 📍 Location:

Streamline AI Agent Optimize page experience

by Narcisa Minca, Full Stack Developer

We’re excited to announce a new experience for the AI Agent Optimize page. This change brings metrics about your intents into a single, unified view — making it easier to access insights and take action without navigating through multiple

Control Agent Capacity for Reopened Tickets

by Gorgias Product Team

You can now choose whether reopened tickets count toward an agent’s max capacity! 🔧 How to Configure Go to: Settings > Ticket Management > Ticket Assignment > Team auto-assignment settings Then toggle: “Allow reopened tickets to exceed

🎉 New Feature: Customize Your Contact Forms with HTML!

by Jonas Schulz, Senior Software Engineer

We’re excited to announce a powerful new customization option for contact forms: HTML injection into the <head> tag. This new feature gives you complete control to customize the styling, layout, and behavior of your contact forms. 🚀

New Action capabilities & usability improvements

by Matilda Lee, Product Marketing Lead

Want your AI Agent to resolve more inquiries, faster? Great news: Our latest updates to Actions let you connect to new tools, add order notes in Shopify, and gain more control over how Actions fire, so your AI Agent can fully resolve even

🧠 Store sync for AI Agent

by Matilda Lee, Product Marketing Lead

AI Agent now learns from your entire Shopify site automatically. No more adding URLs one at a time. AI Agent now gathers everything it needs from your store, with no manual work required. That includes product pages, policies, FAQs, blog

🧠 Store sync for AI Agent

Let Customers Request a Callback

by Matteo Silvestro

We’re excited to announce a new feature that makes the Gorgias Voice experience even more flexible — customers can now request a callback while waiting! What’s new When customers call your support line, they can now press * to request

✨ Introducing AI Summaries in the Ticket View

by Ricardo de Arruda, Software Engineer

Introducing Ticket Summaries: Instant Clarity in Every Ticket Reading through long threads, piecing together context, and juggling handoffs across teams — we know your agents work hard to stay on top of every customer conversation. That’s

✨ Introducing AI Summaries in the Ticket View

Filter Voice statistics by business hours

by Ivan Barisic, Backend Engineer

Another improvement to Gorgias Voice, aimed at cutting noise in your stats and improving the accuracy of reports. You can now filter Voice statistics, both in the Overview and Live dashboards by when the call happened - inside or outside

Filter Voice statistics by business hours