Gorgias Updates

Gorgias Updates

www.gorgias.com

Total tickets closed per agents link

by Pawel Maciejewski
👀 We introduced a link in the Agents statistics that will help you to see which data relates to each data point in the report. Click it and you will be redirected to a list of tickets that were closed by the agent in the specified time
Improvement

Live statistics

by Clément Sirieix
Introducing live statistics, 2 new views, that will help you better understand how your team works on a daily basis. Starting from Pro account, you can access the live overview, that will provide you with the big picture regarding the
New feature

Editing Shopify orders in Gorgias tickets

by Maxime Landry
New feature
Here at Gorgias, our mission is to build a tool to make your support processes as streamlined and frictionless as possible. In support of this mission, we just added a new feature allowing you to edit Shopify orders directly from the
Editing Shopify orders in Gorgias tickets

Support for GIF and Audio Instagram DMs

by Mehdi Dellagi
We just released an update to our Instagram Direct Message integration, allowing you to receive GIFs and audio DMs directly in Gorgias. Now, when a customer sends a GIF or audio message via direct message, you’ll be able to play and respond
Improvement

SPF & DKIM Support

by Luci Furtun
New feature
If you’ve set up your email via forwarding, you may have heard customers complain that emails are ending up in the spam folder or not being sent at all. To ensure your emails always make it to the customer and stay out of the spam fold,
SPF & DKIM Support

Import Instagram DM History

by Mehdi Dellagi
New feature
Tired of jumping back onto the Instagram app to see previous conversations that occured Instagram direct messages? You will now have the full context for any Instagram direct message ticket, thanks to the automatic import of the customer’s
Import Instagram DM History

New login methods in the Self-service Portal

by Gleb Billig, Software Engineer
New feature
Improvement
Shoppers can now log into the Self-service Portal by sending a verification code to their email address or phone number!🔐✹ Instead of digging through their inbox for their order number, shoppers can now simply enter their email address or
New login methods in the Self-service Portal

Macros suggestions in your reply editor

by Mathias Ngo
New feature
Macro suggestions are coming to your reply editor đŸ”„ 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

Delay actions in rules based on customer activity

by Victor Suo
New feature
You’ve asked for it. We built it. đŸ”„ 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