Gorgias Updates

www.gorgias.com

Save hours of manual work with AI-powered ticket field autofill

Managing AI-handled tickets just got easier. AI Agent’s new ticket field autofill automatically categorizes conversations and keeps reporting accurate without needing manual work. What it does AI Agent fills the right fields for every

Updated Color Coding for Shopify Order Statuses

by Boris Cupac, Software Engineer

We’ve updated the Order Status color scheme in Gorgias to better match Shopify’s color standards, making it easier to interpret order states at a glance. What’s new Consistent with Shopify: Each status now uses colors aligned with

Test your AI Agent anywhere 🎉

Making changes to your AI Agent? Now you can test them without ever leaving your workflow 🤩 What's new You can now open AI Agent's test mode from anywhere in the menu—no more switching tabs or navigating away. When you open test mode, it

🆕 New Metric: Human First Response Time after AI Handover (HFRT)

by Benoit Vannesson, Engineering Manager - CRM Reporting

We’re introducing a new Helpdesk performance metric — Human First Response Time after AI Handover (HFRT) — to help you better understand and optimize your AI-Human collaboration. 💡 What is HFRT? HFRT measures the time it takes for a

New Guidance templates to get started in minutes 📝

Creating guidance from scratch can be time-consuming, especially if you're not sure where to start or how to structure it effectively. We've added 8 new guidance templates covering the most common customer questions, pre-formatted using

🛍️ Market-Aware Inventory Level

by Emmanuel Breard

Smarter inventory filtering now ensures your AI Shopping Assistant shows only in-stock products, tailored to each shopper’s location. What’s new Per‑market inventory checks: Recommendations now respect stock availability per location

Add custom identity providers for Single Sign-On

by Adrien de la Tour, Product management

We’re happy to announce for all our Advanced and Enterprise customers we will support custom identity providers for Single Sign-On (via Open ID connect). From now on you can log into Gorgias with your own provider alongside Google and

NEW: External number and queue call transfers

by Nemanja Tozic

We have enhanced the call transfer feature to provide greater flexibility. In addition to transferring calls to other agents, it is now possible to transfer calls to external numbers and different queues. We have also improved statistics

We've improved searchability in report filters

Smarter Report Filtering: Easier, More Accurate Search We’ve made report filters smarter so you can find exactly what you need—faster. Before: When you searched within a filter, the “Select All” option would select every available choice,

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