Gorgias Updates

New "Add Internal Note" action for rules

by Romain Charbit, Software Engineer
New feature
We added a new action to rules: Add Internal Note. This action lets you add an internal note automatically to a ticket in reaction to an event. This way you can, for example, improve your assignment workflow by automatically and

View sections on the mobile app

by Nikola Mijović, Senior Software Engineer
We’ve implemented view sections in our mobile app! ✅ You will now be able to see the same view organisation that you have set up in the web app with the ability to scroll the navigation bar and collapse sections. Until now, accessing views
New feature

Statistics on message intents

by Mathias Ngo
New feature
We added a new report in your statistics pages 🔥. We now offer a dashboard on detected & reported message intents! This dashboard will allow you to track what your customers wants and needs, and detect the most recurring inquiries. It can

Shopify customer and order editable tags lists

by Maxime Landry
We added the possibility to edit customers and orders tags lists directly from your Shopify widget in Gorgias Helpdesk. Once your edition is over, all your tags will be synchronised with Shopify. You can add/ remove and move this field as
New feature

Date picker dropdown redesign

by Xuan-Thi Nguyen
We refreshed the look of our date pickers with new calendar designs! 👩‍🎨 This is one of the first steps towards providing you a neater interface throughout the help desk. Date pickers are used in the Snooze ticket feature and the

Filter all statistics reports by integrations

by Jean Jacobi
👋 We recently added a new feature: you can now filter all statistics reports using one or more of your integrations. 🎉📱 This should help you to get more insights on how your support tickets are handled per integration, as an example, it

Customer timeline redesign

by Nikola Mijović, Senior Software Engineer
We’ve revamped the customer timeline design! 🎨 🖌 It is now way sleeker and more readable! Don’t worry this is only the beginning, our next step is to add integration events in the timeline. Stay tuned! The mobile user interface for this

Receive & respond to Instagram Direct Messages

by Mehdi Dellagi
New feature
It’s finally here! We’ve just launched our integration to receive and respond to Instagram Direct Messages from within Gorgias. Our integration offers the following capabilities… 1. Receive and respond to Instagram direct messages in

Improved sentiment detection model with a new sentiment "promoter"

by Charles Jacquet, ML engineer
We have released a new sentiment detection model with improved performance as well as a new sentiment, promoter!