We have revamped the Tags report to bring the best of our new analytics stack:

• Aggregate data over up to 365 days.

• Use all the new filters (agent, Ticket Fields, etc.).

• Check the evolution of your tags over time thanks to the Trend Chart.

A couple of things to note:

1. The usage counts may differ slightly between the new and legacy reports:

   • The new version shows "The number of tickets tagged with a certain tag during the period (regardless of the ticket creation date)."

   • The legacy version showed "The number of tickets created during the period that have been tagged with a certain tag (regardless of the tagging date)."

2. The meaning of 'Percentage' differs:

   • In the new report, the % represents the distribution of used tags during the period, regardless of when the ticket was created. The total is equal to 100%.

   • In the legacy report, the "Percentage" column showed the % of tickets created during the period that have a given tag (the total of the column could be over 100%).

Other notable improvements:

• We have introduced the Aggregation filter, allowing you to change the aggregation window in reports featuring graphs over time. Choose from day, week, or month.

• You can now add the Tag filter multiple times, allowing you to combine Tags in more complex ways. For example: Assuming you want to include all tickets from your VIP clients but not the marketing tickets sent to them, you could now add the following two filters to your reports:

  • Tag is one of VIP

  • Tag is not one of marketing

• Follow clear instructions on connecting your support email.

• Set up email forwarding effortlessly with step-by-step help.

• Verify your integration with ease to ensure a smooth flow of customer emails into Gorgias.

You’ll be up and running in no time, saving valuable minutes for your support team.

You can now create rules based on your Customer Satisfaction (CSAT) scores! 🌟 This new capability empowers you to tailor your responses and actions based on the feedback your customers provide, making it easier than ever to address their needs and enhance their experience.

Here’s what you can do with this new feature:

• Set Automated Actions: Automatically trigger actions like sending follow-up emails, assigning tickets to specific team members, or escalating issues based on CSAT scores.

• Create Customized Alerts: Get notified instantly when CSAT scores fall below a certain threshold, ensuring you can respond swiftly to potential concerns.

How to Get Started:

Use our new rule template:

1. Navigate to the "Rules" in the settings.

2. Choose and edit the rule Notify on Low CSAT score

Or set it up manually:

1. Navigate to the "Rules" in the settings.

2. Choose the option to create a new rule.

3. Select “Satisfaction survey responded” as trigger

4. Add "Satisfaction Survey Score" as condition

5. Define the thresholds

6. Set your actions: add tags, send follow-up emails, assign tickets to specific team members, or escalate issues

7. Save and activate your rule!

As always, your feedback is invaluable, so please let us know how this enhancement is working for you or if there’s anything else we can do to support your success!

Happy managing! 🚀

We have given our Statistics filters a visual makeover and enhanced their functionality!

Support for Exclusion in Filters

In all new reports, filters now support both inclusion and exclusion logic.

You can now exclude tags, agents, or any value from existing filters in the reports.

Support for Ticket Fields Drop-Down Filters

You can now use Ticket Fields drop-down filters in most new reports (Support Overview, Agents, Busiest Times, Channels, SLAs, Ticket Fields).

This enhancement allows you to cross-reference Ticket Fields to investigate and understand the breakdown of one dimension (e.g., Contact Reason) by another dimension (e.g., Resolution).

For example, if your account includes the Ticket Fields: Product, Contact Reason, and Country, and you want to answer the question, “What are the most returned products in the UK?”, you would:

1. Open the Ticket Fields report.

2. Report on Product.

3. Add a filter for Contact Reason set to "Return."

4. Add a filter for Country set to "UK."

Please refer to this video for a visual illustration.

Note: New filters are not available in legacy reports. However, once they are migrated to the new stats system, they will benefit from the same filter improvements.

To learn more, check out our updated Help docs here.

The actions are the same actions found in the full screen version of views. You can select individual tickets to perform an action on or select multiple tickets, including the ability to select all tickets in a view.

You’ll also notice that we updated the design of the ticket cards in the panel. We now display the customer name in the card.

This will start rolling out in the coming days and should be available for all users by Monday, September 9.

🔧 Advanced Analytics: Customize UTMs to ensure accurate data and cleaner attribution.
🤝 Agency Collaboration: Align UTMs with your agency’s systems for better integration and reporting.

Custom UTMs give you the flexibility to keep your data consistent with your current formatting and work better with agency partners.

It’s possible to sort the table using the following columns:

• Created

• Updated

• Last message

• Last received message

• Closed

• Snooze

Enjoy more control over your promotions and better manage your discounts with this update 💸

What is it?

The Campaign Status Overview allows you to view the current status of all your campaigns at a glance within the Performance Tab. You can now easily see whether a campaign is active, inactive, or deleted.

Why is this Important?

• Enhanced visibility: Quickly identify which campaigns are running, paused, or no longer in use without having to dig through multiple screens.

• Improved management: Efficiently manage your campaigns by knowing their exact status, enabling you to make timely decisions to optimize your campaigns.

• Better insights: Gain clear insights into your campaign performance and history, helping you understand what works best and plan future campaigns more effectively.

It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods.

We have also added support for more metrics! Instead of only displaying the breakdown of tickets created per channel, you can now compare channels based on the following metrics:

• tickets created

• tickets closed

• tickets replied

• messages sent

• ticket handle time

• first response time

• resolution time

• CSAT

You can also now filter this report by Agents and Tags.

We hope you will make the most of these improvements!