Gorgias Updates

Gorgias Updates

www.gorgias.com

✨ Unassign Chat Tickets When Agents Are Unavailable! ✨

by Gorgias Agent Experience Team
We’ve got an exciting update to help keep your chat workflow seamless and responsive. Our brand-new “Unassign chat tickets when the assigned agent is unavailable” option is here! What you need to know New setting option: A simple checkbox
Announcement

Enhanced Tracking of Unanswered Calls

by Matteo Silvestro
We are excited to share the launch of a new feature designed to help you track your unanswered inbound calls with more clarity and precision than ever before! With this update, you’ll be able to easily differentiate between missed,
Announcement
New feature

⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

by Charles Jacquet, Senior PM
Announcement
CSAT Reporting 2.0: Enhanced Customer Satisfaction Insights We're excited to introduce a major upgrade to our CSAT reporting capabilities, bringing you deeper insights and industry-standard metrics to better understand and improve customer
⭐️ CSAT 2.0: New report, including CSAT over time, and survey rescoring!

Streamline and customize reporting with Dashboards!

by Jordan Miller, Product Marketing Manager - Automate
Announcement
New feature
As a CX leader, you regularly pull reports on support KPIs, agent performance, and trends. These metrics have existed in Gorgias — but pulling them for weekly reporting used to mean jumping between multiple reports, reapplying filters each
Streamline and customize reporting with Dashboards!

Conditional Ticket Fields: Smarter, Simpler Data Collection

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Conditional Ticket Fields are here to improve how your team collects data and insights from your support tickets. By dynamically displaying fields based on specific conditions—starting with fields like Contact Reason—you can declutter the
Conditional Ticket Fields: Smarter, Simpler Data Collection