Gorgias Updates

Rules are getting a makeover!

by Mathias Ngo
Developers
If you edited a lot of rules before, you’re going to love this, and if not, it’s time to get started! 🤖 We are giving the rules a makeover, making them easier to edit and browse. Each rule has now its own dedicated edit page, just use them

Outbound phone calls improvements

by Samy Laumonier
Improvement
You asked and we listened! You can now start an outbound call with a customer by clicking the phone number in their profile. How does it work? To initiate an outbound call, visit an existing ticket or customer profile for a customer with a

Record calls with our native phone integration

by Luci Furtun
New feature
We have just released call recordings for Gorgias' native phone integration. Now you can record, review, and download calls that you make in the helpdesk to ensure the quality of your voice support and level up your team. Recording phone

Automation Statistics

by Romain Charbit
New feature
🤖 Automate all the things 🤖 You can now track your automation rate on the new Automation Statistics page! With these statistics, you can see at a glance how well your rules help you automate your customer interactions. You can see which

Editing Shopify shipping address in Gorgias tickets

by Maxime Landry
New feature
Here at Gorgias, we intent on making sure every interaction with a customer can be resolved directly from the ticket. In support of this mission, we just added a new feature which allows you to edit Shopify shipping addresses directly from

Total tickets created per tag and per channel links

by Paweł Maciejewski
We recently introduced Total tickets closed per agents links, today we are releasing a similar improvement that will help you to get the list of tickets created by a tag and channel. You can find them in the Tags and Channels statistics
Improvement

Total tickets closed per agents link

by Pawel Maciejewski
👀 We introduced a link in the Agents statistics that will help you to see which data relates to each data point in the report. Click it and you will be redirected to a list of tickets that were closed by the agent in the specified time
Improvement

Live statistics

by Clément Sirieix
Introducing live statistics, 2 new views, that will help you better understand how your team works on a daily basis. Starting from Pro account, you can access the live overview, that will provide you with the big picture regarding the
New feature

Editing Shopify orders in Gorgias tickets

by Maxime Landry
New feature
Here at Gorgias, our mission is to build a tool to make your support processes as streamlined and frictionless as possible. In support of this mission, we just added a new feature allowing you to edit Shopify orders directly from the