Gorgias Updates

www.gorgias.com

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 Neshat Korivand

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

Filter Tickets with Missed Calls and Voicemails with Call Status Ticket Fields

by Ivan Barišić, Backend Engineer - Phone team

We’ve just made it easier to prioritize your callbacks! You’ll now see a new system ticket field called Call status that automatically updates based on the outcome of the most recent call on a ticket, including whether a voicemail was

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

You can now view performance metrics for your AI Agent’s Support Agent Skills and Shopping Assistant Skills—separately and clearly. This update makes it easy to understand AI Agent performance at a glance, and track the impact of each

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

Easier User Management: Search and Sort Now Available!

by Samy Laumonier, Senior Software Engineer

We've rolled out improvements to the Users settings page to help you manage your users more efficiently. You can now: Search: Quickly find specific users by typing their name or email address into the new search bar. Sort: Easily organize

🌍 Expanding support for international phone numbers

by Alexander Prikhodko

We’re thrilled to announce that Gorgias Voice and SMS phone number availability has expanded to include 23 new countries! You can now set up phone numbers and connect with your customers across more regions than ever. The following

Introducing Gorgias "Built for Shopify" application

by Nikola Planic, Software Engineer

With our new Gorgias "Built for Shopify" application, you can now set up and manage your Helpdesk experience without ever leaving Shopify. 📊 Instant Helpdesk Overview Now you can effortlessly track your support performance at a glance.

Improved Hold Music Experience for Gorgias Voice

by Ivan Barisic, Backend Engineer

We’ve made a small but meaningful improvement to the Gorgias Voice experience: when placed on hold, your customers will now hear the waiting music you’ve selected in your Voice integration settings—no more generic violin music while they

Improved Hold Music Experience for Gorgias Voice