Gorgias Updates

www.gorgias.com

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

✨ 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

Customizable wrap-up time

by Marko Vranic, Senior Software Engineer

🕒 Stay on top of post-call tasks with Gorgias’s ‘Wrap-up Time’ Whether you're in sales or support, a large part of your day is spent handling after-call tasks. To help agents manage this more efficiently, Gorgias is introducing a brand

Understand your customers better with Timeline improvements

by Jordan Miller, Product Marketing Manager - Automate

When your team helps customers, having a complete view of their history with your brand is essential to delivering exceptional, personalized experiences. But if key details are hard to find, agents may struggle to get the context they need

Understand your customers better with Timeline improvements

Tag and Ticket Field Reporting Improvements for Better Insights

To excel at your job, you need accurate, intuitive reporting to clearly identify trends, streamline workflows, and demonstrate your impact. At Gorgias, improving clarity and flexibility in reporting is a top priority. We're excited to

Tag and Ticket Field Reporting Improvements for Better Insights

Create and sync Shopify customer profiles

by Milos Zivkovic, Senior Software Engineer

When we ask brands what they love about Gorgias, you often mention that Gorgias empowers your team to personalize answers, manage orders, and resolve inquiries without switching tabs. To reduce tab-switching even further, you can now

Create and sync Shopify customer profiles

Email error and connection improvements: Clear explanations & fast fixes

by Leyla Delcorde, Sr. Product Designer

Email makes up 70% of customer conversations for most ecommerce brands, but when emails fail to send, troubleshooting can be frustrating and time-consuming. There are a few challenges to come: Error messages are too technical. It’s hard

Email error and connection improvements: Clear explanations & fast fixes

⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

by Charles Jacquet, Senior PM

CSAT Reporting 2.0: Enhanced Customer Satisfaction Insights We're excited to introduce a major upgrade to our CSAT reporting capabilities, bringing you deeper insights and industry-standard metrics to better understand and improve customer

⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

Streamline and customize reporting with Dashboards!

by Jordan Miller, Product Marketing Manager - Automate

As a CX leader, you regularly pull reports on support KPIs, agent performance, and trends. These metrics have existed in Gorgias — but pulling them for weekly reporting used to mean jumping between multiple reports, reapplying filters each

Streamline and customize reporting with Dashboards!

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