Gorgias Updates

www.gorgias.com

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Drag-n-drop attachments, new keyboard shortcut and agent mentions

by Gorgias Team

There are many updates coming up this month! Here are just a few improvements that we've been working on recently: You can now drag-n-drop images directly in the ticket reply area in the reply area to include them directly in the...

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Audit logs

by Alex Plugaru

Now you can see what every team member did in Gorgias on Tickets, Tags, Macros and Views. It's useful to answer questions like: who closed the ticket or created a macro. You can find the new Audit logs page in Settings -> Team members...

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Use macros on new tickets ⚡

You can now set a requester on a ticket being created, allowing you to use macros and Shopify actions on new tickets!

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We removed random animal names for anonymous chat customers 🐈

We have removed animal names for anonymous chat customers! No risk of sending messages including animal names anymore, neither in the macros nor in the history of emails. We'll also run a big cleaning soon to remove all existing animal...

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Disabling the away status on your chat

You can now disable the away status on your chat! If you disable the away status, when you're away: the little circles next to your agents' faces will still turn orange, the displayed introduction text will still be the (customizable...

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HTTP Integration logs

by Alex Plugaru, Co-founder & CTO

We've added a new HTTP integration logs page. You can now see the request logs when you setup a new integration or when an existing one stopped working.

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Duplicate rules ⚙, rule editor variables ✏️ and more Shopify filters

We're continuing to improve the rules! Here are a few updates we made: the editor of replies in the rules now has variables available: we also added a way to duplicate rules: we added some more Shopify filters (like last order - total...

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New metrics: macros usage and tickets replied

by Louis Barranqueiro

Macros usage We've added a new metric which enables you to see how macros are used. Number of tickets replied We've also added the number of tickets replied to the key metrics and the support volume graph. You can now see how many...

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Automate tickets with Shopify data

by Romain Lapeyre, Co-founder & CEO

Today, we're introducing the ability to use Shopify data to triage or respond to tickets. Here are some use cases from our customers that you can apply to your own business: Respond to most loyal customers first Don't miss last minute...