Gorgias Updates

www.gorgias.com

timestamp1662570000000

✨ Standalone self-service portal!

by Matthieu Bresson

We are pleased to introduce a standalone version of our help centers with the self-service flows! With this self-service standalone portal, automation add-on subscribers can publish self-service order management flows without a chat

timestamp1662020981021

Updated self-service statistics page

by Marwan Sentenac

We have updated the self-service statistics page to better visualize self-service volume by flow type, and interactions fully automated by self-service or served by an agent after self-service. You can now find self-service volume per flow

timestamp1661345397670

New Macro actions: CC/BCC recipients and Internal Notes

by Dombi Botond

🙌 Add CC/BCC recipients You are now able to set recipients as CC or BCC on a macro response in the Response Text field of your macro editor! Note: If you set a CC/BCC recipient on a macro and the original message channel is not email (i.e.

timestamp1661345329603

When relevant, we're defaulting the message editor to macro search!

by Ricardo de Arruda, Software Engineer

Macro search will be displayed by default on tickets that can benefit from a macro, skipping that extra step of clicking on the ⚡️ icon. As soon as the change happens, agents will be shown a notification popup and will be able to either

timestamp1661345256995

Macros: Review, edit and apply actions before the message is sent

by Romain Charbit, Software Engineer

You can now review and edit macro actions before applying them! Previously, upon selection of a macro from the macro list, some actions were applied immediately (e.g. adding a tag, assigning an agent, closing the ticket…) while some were

timestamp1660894575113

We're pre-selecting macros for faster response time!

by Ricardo de Arruda

Macros will be automatically selected and pre-filled in your response when our artificial intelligence system identifies that it’s relevant to the question with more than 80% certainty⚡️ This feature is automatically enabled for all users.

timestamp1660838611703

BigCommerce native integration

by Alexandru Daineanu

🎉🎉🎉 We’re happy to announce the launch of our native BigCommerce integration. 🎉🎉🎉 Native integration - BigCommerce We are excited to announce that our native BigCommerce integration is finally here. Connecting your BigCommerce

BigCommerce native integration

timestamp1660150360089

One-click set up of Google Analytics in your help center

by Philippe Diep, Software Engineer

Hey everyone 👋 We’ve built a simple integration with Google Analytics to deliver tracking of your help center views & clicks. You can use your own Google Universal Analytics ID or Google Analytics 4 ID directly within your help center

One-click set up of Google Analytics in your help center

timestamp1659386491376

Change in the display logic for chat & messaging tickets when auto-assignment is enabled

by Charles Jacquet

To simplify Gorgias and make its behavior more predictable, we have changed the behavior of chat & messaging channels tickets. The way the chat & messaging section now works is the following: Note: Here “tickets” refer to “chat & messaging