Gorgias Updates

📊 Introducing new metrics: Ticket Handle Time and Online Time ⏰!

by Charles Jacquet
Announcement
New feature
We're excited to announce new metrics designed to improve how you measure agent efficiency, diligence, and productivity in the Overview and Agents reports. Additionally, we've revamped the Support Performance Overview report layout to

Campaign Library for Convert subscribers!

by Mariusz Janczyn, Software Engineer
We're excited to announce the release of Campaigns Library! Convert Subscribers now have direct access to our most successful campaign templates, directly integrated into the campaign creation flow. Now, creating impactful campaigns
Announcement
New feature

🎉 Introducing Tickets Auto-Merge: Simplifying Support, One Ticket at a Time!

by Iustina Dumitru
We're excited to announce the release of Tickets auto-merge, a powerful addition to our support suite designed to streamline ticket management and enhance customer experience. With automated ticket merging, agents now enjoy consolidated
Announcement
New feature

☄️WooCommerce Variables in Gorgias for Enhanced Customer Support

by Simone Basso
We're pleased to announce that WooCommerce variables are now seamlessly integrated into Gorgias, unlocking a new level of flexibility and efficiency for your customer support workflows! What does this mean for you? 🔗 Enhanced Customer
Announcement
New feature

Navigate with ease, link your logo to your website!

by Fany Octavia, Software Engineer
Exciting news for our merchants! 🎉  We heard your feedback loud and clear—navigating back to your main website from your Gorgias help center shouldn't be a hassle. With our latest update, we're eliminating the inconvenience. What’s
Announcement
New feature

Voice Integration: Streamlining Call Routing Preferences for a Smoother Experience

by Mehdi Dellagi, Software Engineer
We are thrilled to announce a significant enhancement to our Voice integration, aimed at improving your overall experience and simplifying call routing preferences. Effective January 18, 2024, we are moving away from using rules for call
Announcement
New feature

Send customers to Contact Form instead of email to reduce spam and increase automation!

by Ulad Ramanovich, Automation Engineer
Announcement
New feature
You can now automatically replace mailto: email links across your online store with links to your Contact Form! With this new update, you can detect all the links to emails on your website and replace them with links to your Contact Form

Dark mode now available ✨

by Xuan-Thi Nguyen, Front-end developer
Announcement
New feature
Reduce eye strain and increase battery life with dark mode! We are thrilled to announce the availability of the much-anticipated dark mode. With this release, you can choose to keep the classic theme or change to dark or light mode. You

2 Statistics updates: Drill down into your metrics and configure your agents’ table!

by Maciej Mikulski, Senior Front-End Engineer
Announcement
New feature
🔍 Dive deep into your data and discover hidden insights with our new Drill Down feature! We are thrilled to announce the highly anticipated Drill-Down feature! Now available in the Overview, Agents, and Ticket Fields reports, this new