Gorgias Updates

Statistics Improvements: standardized Messages sent definition and fixed Agents report bug

by Charles Jacquet
Here's a concise overview of some recent technical improvements: Messages sent in the Live Agents report now excludes internal notes We have changed the way the Messages sent metric in the Live Agents is computed to match the definition
Improvement

New Customer Timeline Button Location

by Iustina Dumitru
Customers sometimes create multiple tickets about the same issue. Therefore, it’s important for agents to be able to easily view a customer’s previous tickets to ensure the agent has all the context they need to best support the customer.
Announcement
Improvement
New feature

Improved Snooze Button Location

by Hadi Yousef
Gorgias’ Snooze feature is commonly used when an agent is waiting on a customer’s reply and doesn’t want that ticket to clutter their queue. Today, we are announcing a small change in the location of the Snooze button. The Snooze button is
Announcement
Improvement

Improved Agents performance report

by Maciej Mikulski, Senior Front-End Engineer
Improvement
A revamped Agents report We are happy to announce that we have overhauled entirely the Agents report to surface more information and make it easier for you to assess the effectiveness and efficiency of your team! 🥳 All the metrics now

Campaigns list refinements

by Robert Pamfile
We're thrilled to share some amazing updates to our Campaigns List that will supercharge your workflow: 🔍 Smart Search: Find campaigns in a flash with our new search function. 🔘 Effortless Filters: Easily filter campaigns by active or
Announcement
Improvement

Introducing Gorgias’ Updated Look!

by Xuan-Thi Nguyen, Front-end developer
Announcement
Improvement
As part of our efforts to make your experience even better, we are happy to introduce Gorgias’ updated look to make it easier to read text. Please note that this is not a setting that is configurable. But that's not all – our new look is a

Support Performance Overview is out of beta!

by Charles Jacquet
Announcement
Improvement
Today is an exciting day at Gorgias as we reached a big milestone on a journey to enhance our Statistics module. We recognize that a merchant’s success relies on optimizing efficiency and delivering unparalleled customer experiences. That's

BigCommerce: Entire Order Refund action

by Iustina Dumitru
Announcement
New feature
Improvement
🎉 We are happy to announce another BigCommerce update. Building on our manual refund functionality, you can now refund an entire BigCommerce order directly in Gorgias. When applying an entire order level refund you can: Review all

BigCommerce events in ticket timeline 👀

by Simone Basso
Announcement
Improvement
Hot on the heels of our refund order action release, we’ve made some improvements to the visibility of performed BigCommerce events! To view the events, simply click on "Display all events" in the ticket menu. The events you’ll see