Gorgias Updates

www.gorgias.com

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Editable reply threads for email messages

by Gorgias Team

We are really excited to announce that you can now edit reply threads when forwarding or responding to emails! To try it out, go to an email ticket and click the "three dots" button in the text editor. This will inject the reply thread...

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Improved shipping line selection in Shopify actions

by Gorgias Team

We just released an improvement of our "Create order" and "Duplicate order" Shopify actions! We now fetch the available shipping rates via the Shopify API, so that you can quickly add a shipping line, as you can see on this screenshot...

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Message failure pop-up notification improvement

by Mehdi Dellagi

We have changed the behavior of pop-up notifications when messages fail to send in order to make sure customer support agents do not miss it. Indeed, these notifications will not be dismissed automatically after a few seconds but will...

Message failure pop-up notification improvement

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Send CSAT via Outlook/Gmail integration

by Engineering: Integrations

We have updated our Customer Satisfaction Survey: from now on when sending surveys on emails related to Gmail or Outlook integrations, the integration will be used to send the survey. You will now have a copy of surveys sent in your...

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Improved sending Facebook Messenger messages experience

by Gorgias Team

We recently improved the experience of sending single messages in Facebook Messenger tickets! You can now: Add inline images to your Facebook Messenger replies using the button in the reply area or by pasting images from clipboard...

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Filters & Search terms in URL

by Gorgias Team

Tired of losing your search results after checking out a ticket? We just released an update that now includes search terms and filters in the URL, allowing to you: Easily return to the search results after leaving a ticket using your...

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New ticket merge possibilities

by Gorgias Team

We recently added new possibilities for merging tickets! You can now merge those tickets combinations: Two Aircall tickets from the same customer Two Messenger tickets from the same customer and same integration An Aircall and an Email...

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Auto-phrase-completion in French

by Gorgias Team

Since we released it for the first time in English last year phrase auto-completing has been one of the most used features on Gorgias, allowing agents to save precious seconds on every message typed. We are announcing that phrase...

Auto-phrase-completion in French

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Intent classification gets better!

We know you love automating tickets using intent classification so we updated intents to be more relevant to Ecommerce use cases. The following changes are live: > The shipping/status intent is split into shipping/status and a new...