Gorgias Updates

Perfom actions on entire views

by Jean
New feature
We're excited to announce the ability to perform actions (closing tickets, applying a macro, and moreā€¦) on a view. When you select all the tickets of a page, you will now see a bar asking if you want to select all the tickets of the...

Customer intent classification

by Victor
New feature
A few weeks ago, we have released a feature called "macro intent" allowing to label macros with the customer intent it addresses. We are now updating this concept of customer intent with a new feature. Now, each time a message is...

Instagram ads comments

by Samy Laumonier
We just released Instagram ads comments support! You can now import comments posted on your Instagram ads inside Gorgias. To enable Instagram ads comments: go in your Facebook integration's settings page, check the Enable Instagram ads...
New feature

Mobile apps improvements

by Alex Plugaru, CTO & Cofounder
Improvement
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...

Display your company's logo in your chat's header

by Martin
Hi there, We've just added a new functionality to our chat: you can now choose to display an image in your chat's header, like your company logo for example, instead of the avatar of your customer support agents: You can modify this...
New feature

Auto-responder improvements

by Martin
We've updated the behavior of the auto-responder for Chat, Facebook Messenger and Smooch integrations. The auto-responder is not related to agents availability anymore, but will instead behave differently depending on whether we're...
Improvement

Macro intents

by Jean
New feature
Starting today, you can specify an intent on your macros to describe in which cases you use them to respond to your customers. For example when a customer asks for your exchange policy and you use a macro to respond to that you should...

Customer notes

by Martin
You can now add notes to your Gorgias customers. Those notes are synchronized with your Shopify store (if you have one connected to your Gorgias account): editing a note in Shopify will synchronize it in Gorgias, and vice versa. Though...
New feature

Required email capture in the Chat

by Martin
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...
New feature