Gorgias Updates

Reopening tickets when a message was not sent

by Clément Sirieix
Currently, when sending a message and closing a ticket, a 3rd party provider could reject it, leading to a loss of visibility for the given ticket. Now, when this event occurs the ticket will be reopened to let you address the issue.

Remove tags from rules

by Mathias Ngo
You can now remove tags from your tickets using our new rule action. You can use this feature to set up a delayed answer to your customers using the following process for example: 1. Snooze a ticket and apply a “follow-up needed tag”

More custom stylings for your sidebar

by Manuel Colasante
Have you ever gotten confused with the different HTTP widgets in the sidebar? Widgets are the individual blocks for each integrations. As you add more to your Gorgias account, it sometimes becomes hard to distinguish them. Adding a specific
New feature

More customization for the Help Center

by Joris La Cancellera, Software Engineer
New feature
We are delighted to announce that we released a couple of new customization capabilities for the Help Center product. You can now customize the banner text at your convenience, with or without a banner image Reposition the banner image

Save and edit articles as drafts, publish them later

by Teodor Zait
We’re making some long awaited improvements to our help center! We’ve just released a feature that enables help center users to edit their articles and save them as drafts before publishing them live on the website. For simplicity’s sake,
New feature

Quick response flows in the chat

by Roman Fayzullin
We are happy to announce new capabilities to further more customize your self-service portal in the Gorgias chat. ✨💬 Note that this feature is only available to Automation Add-on subscribers only. For more information about how you can use
New feature

Single Sign-On support

by Nicolas Faure
We are happy to announce you can now use Single Sign-On(SSO) if the option is enabled in your help desk. What does that mean? You can allow agents to access the help desk via Google or Microsoft 365 instead of always entering their email
New feature

Internal note macro action

by Victor Suo, Software Engineer
We are happy to announce that internal notes can now be directly added to tickets as macro actions! The internal note associated to the macro can be edited before the macro is sent in the collapsed area below the message:
New feature

Import/Export Macros

by Romain Charbit, Software Engineer
Managing your workflows with macros is now even easier! 🤖 You can now export your macros as a CSV file, enabling rapid visualisation of your macros content at a glance. You can also import macros from a CSV file, enabling you to import all
New feature