Gorgias Updates

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🎯 SLA Policies: Now with Tags & Ticket Field Filtering

by Marko Vranic

What's New SLA policies can now be configured using tags and ticket field values. This gives you granular control over which SLA applies to which tickets. Previously, you could only say "email tickets get a

Helpdesk 2.0 is live 🚀

by Lauren Di Nardo, Product Marketing Manager

Helpdesk 2.0 is now available. The workspace is rebuilt to surface customer context, orders, and AI activity right where agents need them. What's new Customer timeline, redesigned Past conversations now live in a dedicated timeline next

Helpdesk 2.0 is live 🚀

Cleaner queues when AI Agent hands over a chat without an email

by Emmanuel Breard

This update is for AI Agent customers using Chat with email capture set to required. What's New If you're using AI Agent on Chat with email capture set to required, the handover behavior is now smarter when a shopper hasn't shared their

Shopping Assistant now reads product images to find better matches

by Emmanuel Breard

Shopping Assistant now analyzes product images to improve its recommendations. It uses an AI-generated description of each product's main image as an additional signal when finding the best match for a customer's request.

OAuth2 Authentication for HTTP Integrations

by Mehdi Dellagi, Software Engineer

HTTP integrations now support OAuth2 (Client Credentials). Tokens are obtained and refreshed automatically so your integrations never break. Why this matters for Shopify users Shopify is moving to OAuth2 and has been deprecating static

OAuth2 Authentication for HTTP Integrations

📚 Control which help center articles your AI Agent uses — independently from article visibility

You can now enable or disable help center articles for your AI Agent directly from the Knowledge page, without changing whether the article is visible to customers on your help center. Nothing changes by default — all your existing

Power Up Your Instagram Workflows with Profile-Driven Rule Conditions

You can now extend your Gorgias Rules using attributes from a customer’s Instagram profile — across all Instagram channels, including DMs, comments, ad comments, and mentions. With these new conditions, you can filter and automate based on

💡 Opportunities (beta): AI Agent proactively tells you how to improve your knowledge

This feature is rolling out progressively over the next 4 weeks starting today. If you don’t see the Opportunities page on your account yet, that’s normal! It will become available to all accounts by mid March. Your AI Agent now analyzes

Compare versions for guidance and help center articles

by Gorgias Team

Track exactly what changed in your content before you publish or restore. What’s new We’ve added the ability to compare versions for Guidances and Help Center Articles in the Knowledge Hub. You can now compare: Draft vs latest published

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