Gorgias Updates

Gorgias Updates

www.gorgias.com

Intents feedback removal

by Dombi Botond
The intents dropdown present on ticket messages will no longer allow for providing intent feedback. Instead, it will only show the detected intents. In addition, the detected intents and other actions will collapse into a single dropdown
Improvement

Auto-assignment limits

by Charles Jacquet
New feature
Auto-assignment limits are live! You can now select the maximum number of tickets an agent can be served by the auto-assignment for both “Chat & Messaging” tickets (chat, messenger, IG DMs, SMS,…) and “Other text” tickets (email,
Auto-assignment limits

Articles & categories search in help center settings

by Philippe Diep, Software Engineer
We’re excited to see that you are many to start leveraging our help center product! As your knowledge base is growing we know it can be tedious to navigate between articles & categories.🔎 That’s why we just released a new Search feature in
New feature

Web notifications are saved in your notification center

by Charles Jacquet
Improvement
From now on, notifications will require the user to click or dismiss them, instead of disappearing on their own! That means that if you you missed a notification, you can now still retrieve it in the notification center of your computer!
Web notifications are saved in your notification center

Unlisted help center articles and categories

by Irinel Neculita
👋 Hey everyone! You can now set the Help Center articles and categories visibility settings. At the moment, we offer 2 visibility options: Public or Unlisted. If an article or category is set to Public, it will be visible to everyone
New feature

Article recommendation in Chat

by Robert Pamfile
Your shopper will now get FAQ article recommendations directly from your chat window. Gorgias Chat now leverages your help center to automatically recommend FAQ articles to shoppers.🤖 If you have an active chat and help center in your
New feature

Auto-assign rule from team creation

by Clément Sirieix
New feature
🎉 You can now directly create a rule assigning tickets to the team you’ve just created Up until now, if you wanted to setup auto-assignment for your team you needed to access the rules settings, and manually build it. In order to make this
Auto-assign rule from team creation

Enforce Two-Factor Authentication (2FA) for all users (Admin only)

by Ionut Zamfir, Software Engineer
Recently we introduced an extra layer of security to your Gorgias account: Two-Factor Authentication (2FA) using an authenticator app. Now, as a helpdesk Admin, you can enforce it for all your users. You can do that by navigating to
New feature

New notification: New assigned ticket

by Charles Jacquet
Improvement
We have released a new notification: New assigned ticket! When using Gorgias, you will see (and hear) this notification when a ticket is assigned to you. This will hopefully help you respond faster to your customers. Quick reminder: To
New notification: New assigned ticket