Gorgias Updates

Gorgias Updates

www.gorgias.com

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

Enjoy quicker navigation and better focus with the collapsable sidebar

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Improvement
If you’re like most of our users, you spend a lot of your day in Gorgias — answering questions, jumping between tickets, and adjusting your settings. We know each extra click adds up quickly. That’s why we’ve moved our global navigation out
Enjoy quicker navigation and better focus with the collapsable sidebar

AI Agent resolves even more inquiries: it replies now after Flows

by Diana Khramina, Product Marketing Manager
AI Agent now helps resolve even more customer inquiries on its own. At the end of a Flow, if your customers indicate that they need more help, AI Agent will continue the conversation, answering follow-up questions based on available
Announcement

Auto-split email ticket to get clean data, even from messy threads!

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Improvement
You asked, we delivered! Starting now, replies to old email threads will automatically create new tickets if the reply comes 10+ days later instead of re-opening the existing ticket. Why did we make this change? Before, if a customer
Auto-split email ticket to get clean data, even from messy threads!

AI Agent Actions - Use ShipMonk information to create conditions

by Vlad Petrashkevich, Software Engineer
We’re excited to announce the addition of the ShipMonk information, available to be used in Action conditions. If you have the ShipMonk app installed and enabled, you will be able to determine Action conditions based on ShipMonk
New feature
Announcement

🗃️ Archive your Macros to de-clutter and stay organized

by Jordan Miller, Product Marketing Manager
Announcement
Improvement
Say goodbye to cluttered Macro lists! We’re excited to introduce the ability to Archive Macros to help you stay organized and limit access to Macros that agents shouldn’t use. Why This Matters Admins and agents, we’re excited to help
🗃️ Archive your Macros to de-clutter and stay organized