Gorgias Updates

www.gorgias.com

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Macros suggestions in your reply editor

Macro suggestions are coming to your reply editor 🔥 Our own machine learning powered recommendation engine finds the top 3 macros suited for the ticket to help you save and respond in one click! Here’s a quick video of how to use them 👇

Macros suggestions in your reply editor

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Delay actions in rules based on customer activity

You’ve asked for it. We built it. 🔥 You can now delay rule actions on a ticket with a new trigger condition: when a ticket gets unsnoozed. The new rule trigger is called ticket snooze delay ends. Here’s how you can use it to delay actions:

Delay actions in rules based on customer activity

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New "Add Internal Note" action for rules

by Romain Charbit, Software Engineer

We added a new action to rules: Add Internal Note. This action lets you add an internal note automatically to a ticket in reaction to an event. This way you can, for example, improve your assignment workflow by automatically and

New "Add Internal Note" action for rules

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View sections on the mobile app

by Nikola Mijović, Senior Software Engineer

We’ve implemented view sections in our mobile app! ✅ You will now be able to see the same view organisation that you have set up in the web app with the ability to scroll the navigation bar and collapse sections. Until now, accessing views

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Statistics on message intents

We added a new report in your statistics pages 🔥. We now offer a dashboard on detected & reported message intents! This dashboard will allow you to track what your customers wants and needs, and detect the most recurring inquiries. It can

Statistics on message intents

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Shopify customer and order editable tags lists

by Maxime Landry

We added the possibility to edit customers and orders tags lists directly from your Shopify widget in Gorgias Helpdesk. Once your edition is over, all your tags will be synchronised with Shopify. You can add/ remove and move this field as

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Receive & respond to Instagram Direct Messages

by Mehdi Dellagi

It’s finally here! We’ve just launched our integration to receive and respond to Instagram Direct Messages from within Gorgias. Our integration offers the following capabilities… 1. Receive and respond to Instagram direct messages in

Receive & respond to Instagram Direct Messages

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Mark tickets as unread (and read)

by Julián Pérez

If you are avid email users as we are, you know how useful is to have the ability to select one or multiple emails are mark them as unread (or read, for that matter). It helps you visit later a message you have to address but don’t have the

Mark tickets as unread (and read)

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Adding returns and cancellations to our chat Self-service flows

by Gleb Billig, Software Engineer

What's new? We are adding two new features to the Self-service Portal! 🎉 Request returns or cancellations for orders! This means that customers who log into the Self-service portal inside the Gorgias chat will now see two new actions for

Adding returns and cancellations to our chat Self-service flows