Gorgias Updates

www.gorgias.com

Pause SLA timers outside of business hours

by Gorgias Product Team

Previously, SLA timers ran continuously, even outside of business hours. Today, we’re introducing an option that lets you pause the SLA timer for a specific policy when outside of business hours. This new setting is called “Pause SLA

Use Ticket Fields to filter Views and Advanced Searches

by Jordan Miller, Product Marketing Manager - Automate

Ticket Fields are a great way to capture data about your conversations, helping you gain insights and monitor trends. Now, they’re even more powerful—they can help you organize your inbox in real time, not just in reporting! Filter Views

Use Ticket Fields to filter Views and Advanced Searches

Instant Ticket Access from Your Ticket CSV Exports

Exported Ticket Reports Just Got Easier to Navigate! Your ticket reports are essential for reviewing performance and understanding customer interactions. But we heard your feedback—it can be cumbersome to manually search ticket IDs from

Improved AI Agent settings: Easier to manage, easier to grow

by Jordan Miller, Product Marketing Manager - Automate

Brands like yours are doing incredible things with AI Agent. In less than a year, over 2,000 brands have started using it to automate support, reduce resolution times, and deliver faster replies to customers. Starting today, you’ll notice

Improved AI Agent settings: Easier to manage, easier to grow

Average response time, zero touch tickets, and more updates to reports!

by Jordan Miller, Product Marketing Manager - Automate

To excel at your job, you rely on detailed reporting to plan ahead, optimize performance, and prove your impact. That’s why reporting is a priority at Gorgias. As part of that theme, we’re adding three new metrics, plus the ability to show

Average response time, zero touch tickets, and more updates to reports!

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

New AI Agent Action for Wonderment: Smarter WISMO responses

by Zsófia Lele, Product Marketing Manager

Wonderment, now part of Loop Returns, is a leading order tracking platform for Shopify merchants. By providing real-time shipment insights and predictive carrier analytics, Wonderment helps reduce “Where is my order?” (WISMO) tickets. In

New AI Agent Action for Wonderment: Smarter WISMO responses

Auto-Tagging for Missed & Abandoned Calls

by Matteo Silvestro

We’re excited to announce a new feature that automatically tags missed and abandoned calls in your Voice tickets—so you can easily spot calls that need urgent follow-up. Here’s how it works: Whenever an inbound call is missed or is

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

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