Gorgias Updates

www.gorgias.com

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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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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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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...

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Undo sent message

by Gorgias Team

When responding to our clients we may send something we would like to revert, that's why we are introducing the ability to undo sent messages. Even though it is restricted to emails, you can expect us to add more of these to help you...

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Email invoice for Shopify orders

by Samy Laumonier

We just added the "Email invoice" button in the "Duplicate order" action for Shopify! Click on "Email invoice" Add a custom message (optional) Click on "Send notification" A draft order will be saved on Shopify, and the invoice will be...

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Export tickets to CSV

Hi everyone ! We just released a new feature that enables you to export tickets information into a CSV file. To use this new feature, select tickets and click on the "Export tickets" button that is under the "Apply Macro" one. You will...

Export tickets to CSV

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Multi-brand: Link email integrations to chat integrations

by Louis Barranqueiro

Today, we are thrilled to announce the ability to associate email integrations to chat integrations. It will enable you to choose the email integration used to send emails for unseen agents' messages and satisfaction survey associated...

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Mobile apps improvements

by Alex Plugaru, CTO & Cofounder

We've done some improvements in the Ticket reply area for the mobile apps. You can now leave internal notes, change channels, forward tickets and change the email recipients. Next things on the list of improvements for mobile apps...

Mobile apps improvements

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Required email capture in the Chat

You can now prevent customers from sending a message in your Chat if they haven't entered their email address! This should help a lot reducing the number of tickets where customers left after leaving a message in the chat, thus becoming...