Gorgias Updates

www.gorgias.com

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

Customizing AI Agent handover experience on Chat

by Miloš Danilović

We’re excited to introduce new customization options for your AI Agent’s chat handover process! Based on feedback, we’ve made it easier for you to tailor how conversations transition between AI and human support. With this update, you can

Customizing AI Agent handover experience on Chat

Understand your customers better with Timeline improvements

by Jordan Miller, Product Marketing Manager - Automate

When your team helps customers, having a complete view of their history with your brand is essential to delivering exceptional, personalized experiences. But if key details are hard to find, agents may struggle to get the context they need

Understand your customers better with Timeline improvements

Call Routing with Call Queues

by Nicoleta-Denisa Borţănoiu, Senior Software Engineer

Managing high call volumes just got easier. We’re excited to introduce Call Queues—a powerful new way to streamline your phone support, reduce wait times, and prioritize your most important customers. 🌀 What are call queues? A Call Queue

Call Routing with Call Queues

Tag and Ticket Field Reporting Improvements for Better Insights

To excel at your job, you need accurate, intuitive reporting to clearly identify trends, streamline workflows, and demonstrate your impact. At Gorgias, improving clarity and flexibility in reporting is a top priority. We're excited to

Tag and Ticket Field Reporting Improvements for Better Insights

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

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