Auto-assignment limitsAuto-assignment limits are live! You can now select the maximum number of tickets an agent can be served by the auto-assignment for both “Chat & Messaging” tickets (chat, messenger, IG DMs, SMS,…) and “Other text” tickets (email,
Articles & categories search in help center settingsWe’re excited to see that you are many to start leveraging our help center product! As your knowledge base is growing we know it can be tedious to navigate between articles & categories.🔎 That’s why we just released a new Search feature in
Web notifications are saved in your notification centerFrom now on, notifications will require the user to click or dismiss them, instead of disappearing on their own!
That means that if you you missed a notification, you can now still retrieve it in the notification center of your computer!
Unlisted help center articles and categories👋 Hey everyone! You can now set the Help Center articles and categories visibility settings. At the moment, we offer 2 visibility options: Public or Unlisted. If an article or category is set to Public, it will be visible to everyone
Article recommendation in ChatYour shopper will now get FAQ article recommendations directly from your chat window. Gorgias Chat now leverages your help center to automatically recommend FAQ articles to shoppers.🤖 If you have an active chat and help center in your
Auto-assign rule from team creation🎉 You can now directly create a rule assigning tickets to the team you’ve just created Up until now, if you wanted to setup auto-assignment for your team you needed to access the rules settings, and manually build it. In order to make this
Enforce Two-Factor Authentication (2FA) for all users (Admin only)Recently we introduced an extra layer of security to your Gorgias account: Two-Factor Authentication (2FA) using an authenticator app. Now, as a helpdesk Admin, you can enforce it for all your users. You can do that by navigating to
New notification: New assigned ticketWe have released a new notification: New assigned ticket! When using Gorgias, you will see (and hear) this notification when a ticket is assigned to you. This will hopefully help you respond faster to your customers. Quick reminder: To
Subsequent actions in quick response flowsWe are happy to announce improvements of quick response flows inside self-service portal in the Gorgias chat✨💬 Note that this feature is only available to Automation Add-on subscribers only. For more information about how you can use the