Gorgias Updates

www.gorgias.com

More Accurate Presence and Typing Indicators

by Gorgias Product Team

We’ve made some behind-the-scenes improvements to how the presence and typing indicators work in Gorgias to make them more accurate. 👁️ Presence Indicator You’ll now only show up as “viewing” a ticket if it’s actively on your screen. As

Filter Tickets with Missed Calls and Voicemails with Call Status Ticket Fields

by Ivan Barišić, Backend Engineer - Phone team

We’ve just made it easier to prioritize your callbacks! You’ll now see a new system ticket field called Call status that automatically updates based on the outcome of the most recent call on a ticket, including whether a voicemail was

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

You can now view performance metrics for your AI Agent’s Support Agent Skills and Shopping Assistant Skills—separately and clearly. This update makes it easy to understand AI Agent performance at a glance, and track the impact of each

Clarify AI Agent's Impact: See Support Agent and Shopping Assistant Performance Side-by-Side

Easier User Management: Search and Sort Now Available!

by Samy Laumonier, Senior Software Engineer

We've rolled out improvements to the Users settings page to help you manage your users more efficiently. You can now: Search: Quickly find specific users by typing their name or email address into the new search bar. Sort: Easily organize

🌍 Expanding support for international phone numbers

by Alexander Prikhodko

We’re thrilled to announce that Gorgias Voice and SMS phone number availability has expanded to include 23 new countries! You can now set up phone numbers and connect with your customers across more regions than ever. The following

Introducing Gorgias "Built for Shopify" application

by Nikola Planic, Software Engineer

With our new Gorgias "Built for Shopify" application, you can now set up and manage your Helpdesk experience without ever leaving Shopify. 📊 Instant Helpdesk Overview Now you can effortlessly track your support performance at a glance.

Improved Hold Music Experience for Gorgias Voice

by Ivan Barisic, Backend Engineer

We’ve made a small but meaningful improvement to the Gorgias Voice experience: when placed on hold, your customers will now hear the waiting music you’ve selected in your Voice integration settings—no more generic violin music while they

Improved Hold Music Experience for Gorgias Voice

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

💡 Introducing Optimize: Supercharge your AI Agent performance

We're excited to announce Optimize – your new command center for understanding and improving AI Agent performance. Optimize gives you powerful analytics broken down by customer intents, showing exactly where AI Agent excels and where

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