urn:noticeable:projects:21eo8eZCuU26Jqu0C7hZwww.gorgias.com2024-05-02T22:07:29.639ZCopyright © GorgiasNoticeablehttps://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/newspages/PzZcLV4jj5GFeUSrVyjs/01h55ta3gs3e3tq02azdq1j62h-header-logo.pnghttps://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/newspages/PzZcLV4jj5GFeUSrVyjs/01h55ta3gs3e3tq02azdq1j62h-header-logo.png#f58d86urn:noticeable:publications:ck19zhI7Emr2cazlF7Lx2024-05-02T22:07:25.219Z2024-05-02T22:07:29.639Z

We have updated the Busiest Times report It uses our new data stack, which means that you will be able to aggregate up to a year worth of data, and will ensure data consistency for past periods. We have also added support for more

<h2>We have updated the Busiest Times report</h2><p>It uses our new data stack, which means that <strong>you</strong> <strong>will be able to aggregate up to a year worth of data</strong>, and will ensure data consistency for past periods.</p><p>We have also added support for more metrics! Instead of only displaying the breakdown of <code>tickets created</code> over the days of the week, <strong>you</strong> <strong>can now choose from the following metrics: </strong><code><strong>tickets created</strong></code><strong>, </strong><code><strong>tickets closed</strong></code><strong>, </strong><code><strong>tickets replied</strong></code><strong> and </strong><code><strong>messages sent</strong></code><strong>.</strong></p><p>We have also implemented some optimizations that have improved the loading speed of our reports.</p><p>We hope you will make the most of these improvements!</p>Charles Jacquet[email protected]urn:noticeable:publications:WsyiCDxVjZ6B8f2qCpoq2024-04-29T15:58:49.333Z2024-04-29T15:59:47.199Z

We're happy to announce two features that will make your search experience more intuitive: the All tab in the spotlight search and Search Match Highlighting! From now on, when you search, all the matches will be highlighted within the

<p>We're happy to announce two features that will make your search experience more intuitive: the <strong>All tab</strong> in the spotlight search and <strong>Search Match Highlighting</strong>!</p><p>From now on, when you search, <strong>all the matches will be highlighted within the content or text</strong>, making it easy to spot exactly what you're looking for at a glance. No more sifting through results! </p><p>We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click! </p><div class="iframe loom" data-id="99f812b6f20349359295a4a326a6a2ce" data-provider="loom" data-type="video"><iframe allow="fullscreen" src="https://www.loom.com/embed/99f812b6f20349359295a4a326a6a2ce"></iframe></div><p>Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.</p><p>Happy Searching 🕵️‍♀️</p>Charles Jacquet[email protected]urn:noticeable:publications:tJ2hCi8oOifdORCVmNXD2024-04-29T14:49:57.856Z2024-04-29T14:50:07.460Z

We’re thrilled to announce that AI-generated articles are now available for Gorgias users on all ecommerce platforms, including BigCommerce, Magento, and WooCommerce. This feature uses AI to analyze your account’s most frequently asked

<p>We’re thrilled to announce that AI-generated articles are now available for Gorgias users on all ecommerce platforms, including BigCommerce, Magento, and WooCommerce. </p><p>This feature uses AI to analyze your account’s most frequently asked questions and draft Help Center articles based on your responses. The feature was originally released for Gorgias users on Shopify, but is now available for all types of stores. </p><p></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/tJ2hCi8oOifdORCVmNXD/01hwn54w198zmtjwc5a0nnq6ze-image.png" alt="" loading="lazy" title=""></figure><p></p><p>AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort. </p><p>A Help Center full of high-quality knowledge can have an amazing impact when combined with automation features like Article Recommendations and AI Agent, which use Help Center knowledge to resolve customer questions. </p><p>You can learn more about AI-generated articles in <a href="https://updates.gorgias.com/publications/automatically-generate-help-center-content-1?utm_source=noticeable&amp;utm_campaign=21eo8ezcuu26jqu0c7hz.ai-generated-articles-available-for-bigcommerce-magento-and-woocommerce-stores&amp;utm_content=publication+link&amp;utm_id=21eo8eZCuU26Jqu0C7hZ.PzZcLV4jj5GFeUSrVyjs.tJ2hCi8oOifdORCVmNXD&amp;utm_medium=newspage" rel="noopener nofollow" target="_blank">our original release notes</a>. </p><p>Note: This feature is still limited to Gorgias accounts with only one store integration. Multi-store support is set to become available later in Q2. </p>Jordan Miller[email protected]urn:noticeable:publications:hTxqLYA7dy8ssqx694vE2024-04-15T14:14:12.733Z2024-04-15T14:14:38.123Z

Views provide a great way to guide your workflow, directing you to handle tickets in a specific order - starting with one View before moving on to others. Therefore, improving the user experience for Views is very important to us at Gorgias

<p><span style="color: rgb(22, 22, 22);">Views provide a great way to guide your workflow, directing you to handle tickets in a specific order - starting with one View before moving on to others. Therefore, improving the user experience for Views is very important to us at Gorgias as we strive to be agent-obsessed. An improvement we’ve made to the Views experience is that </span><strong><span style="color: rgb(22, 22, 22);">now</span><span style="color: rgb(29, 28, 29);"> when you scroll down on a View, the column headers will remain visible</span></strong><span style="color: rgb(29, 28, 29);">. This way you don't have to keep scrolling up and down to remember what each column title is.</span></p><p></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/hTxqLYA7dy8ssqx694vE/01hvh1jv4n3275pyv4r6x7cbee-image.gif" alt="" loading="lazy" title=""></figure><p></p>Agent Experience Team[email protected]urn:noticeable:publications:qIDFHQOQ2bMi186Gc2l32024-04-02T10:44:09.376Z2024-04-02T10:44:27.351Z

In the event of an HTTP request failure, shoppers will no longer be trapped in a flow. The HTTP request step now features two branches: Success, which is triggered when the request is successful, and Error, which is activated when the

<p>In the event of an HTTP request failure, shoppers will no longer be trapped in a flow.</p><p>The <strong>HTTP request</strong> step now features two branches: <strong><span style="color: rgba(86, 194, 87, 1);">Success</span></strong>, which is triggered when the request is successful, and <strong><span style="color: rgba(240, 67, 67, 1);">Error</span></strong>, which is activated when the request fails or returns a status code of 400 or above.</p><p></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/qIDFHQOQ2bMi186Gc2l3/01htf2bpj5z39kzv4qwyz8xtr3-image.png" alt="" loading="lazy" title=""></figure><p></p><p></p><p></p><p>If you possess Flows that utilize <strong>HTTP request</strong>, they have been updated to incorporate <strong>Create ticket </strong>steps in case of <strong><span style="color: rgba(237, 82, 82, 1);">Error</span></strong>, while maintaining the previous flow in the <strong><span style="color: rgba(122, 186, 102, 1);">Success</span></strong> branch.<br><br></p><hr><p><span style="color: rgb(65, 65, 65);"><br></span><span style="color: rgb(29, 28, 29);">Need help getting started? Check out this </span><a href="https://docs.gorgias.com/en-US/steps-(triggers-options-and-ends)-315394?utm_source=noticeable&amp;utm_campaign=21eo8ezcuu26jqu0c7hz.introducing-conditions-in-flows&amp;utm_content=publication+link&amp;utm_id=21eo8eZCuU26Jqu0C7hZ.PzZcLV4jj5GFeUSrVyjs.S60Pu2z2QvRSDWU1prAY&amp;utm_medium=newspage" rel="noopener noreferrer" target="_blank"><span style="color: rgba(var(--sk_highlight,18,100,163),1);">Steps</span></a><span style="color: rgb(29, 28, 29);"> article for detailed instructions.</span></p>Ricardo de Arruda[email protected]urn:noticeable:publications:epCXipFxAg2cCxKb3VvG2024-03-27T17:28:17.793Z2024-04-15T07:30:18.657Z

Introducing a Seamless Onboarding Experience for Campaigns! We're thrilled to unveil an enhanced onboarding journey! For Convert Subscribers we created a guided Onboarding journey ensuring you have: 1️⃣ Shopify Store Verified 2️⃣ Chat

<p><strong><span style="color: var(--tw-prose-body);">Introducing a Seamless Onboarding Experience for Campaigns!</span></strong></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/epCXipFxAg2cCxKb3VvG/01ht0fvkxzxyr1rhxypsexdg6m-image.png" alt="" loading="lazy" title=""></figure><p></p><p><span style="color: var(--tw-prose-body);">We're thrilled to unveil an enhanced onboarding journey!</span></p><p><span style="color: var(--tw-prose-body);">For Convert Subscribers</span><span style="color: rgb(13, 13, 13);"> we created a guided Onboarding journey ensuring you have: 1️⃣ Shopify Store Verified 2️⃣ Chat Integrated with Shopify 3️⃣ Campaign Bundle Installed 4️⃣ Personalized Top 3 Campaign Recommendations, ready to activate instantly.</span></p><p><span style="color: var(--tw-prose-body);">This simplified process ensures you'll be launching campaigns effortlessly! 🚀</span></p>Nicolae Godina[email protected]urn:noticeable:publications:JUdegzQ2eH0av1FoCxCf2024-03-12T15:33:21.362Z2024-03-12T16:18:43.971Z

Reports now load between 1.5x and 5x faster! Exciting news, our reporting page just got a major speed boost! We have heard your feedback and have worked hard to implemented some game-changing optimizations that have significantly boosted

<h1>Reports now load between 1.5x and 5x faster! </h1><p>Exciting news, our reporting page just got a major speed boost! We have heard your feedback and have worked hard to implemented some game-changing optimizations that have significantly boosted the performance of our reporting pages. </p><p>Loading times are now a lot faster, meaning you can access critical data in a swiftly. </p><p>Check it out and experience the difference firsthand! 🏎️</p>Abdelhakim Bendjabeur[email protected]urn:noticeable:publications:yGE5pOP8JZUfOnNxItuk2024-03-11T17:01:42.994Z2024-03-12T01:03:53.008Z

Ticket Fields are customizable ticket properties that allow you to summarize a conversation in a structured way to get actionable insights that will help you improve the buying experience, spot quality issues faster, reduce costs, and boost

<p><span style="color: rgb(22, 22, 22);">Ticket Fields are customizable ticket properties that allow you to summarize a conversation in a structured way to get actionable insights that will help you improve the buying experience, spot quality issues faster, reduce costs, and boost revenue. </span><strong><span style="color: rgb(22, 22, 22);">Today, we are introducing the ability to activate up to 25 ticket fields at one time.</span></strong></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/yGE5pOP8JZUfOnNxItuk/01hrck60dfbygjjm5fm6vghf55-image.png" alt="" loading="lazy" title=""></figure><p></p><p><strong><span style="color: rgb(22, 22, 22);">Ticket fields specifications</span></strong><span style="color: rgb(22, 22, 22);">:</span></p><ul><li><p><span style="color: rgb(22, 22, 22);">An account can have a maximum of 25 active ticket fields at a time.</span></p></li><li><p>You can change the order in which ticket fields appear in a ticket by going to the ticket fields settings page.</p></li><li><p><span style="color: rgb(22, 22, 22);">Fields are set up for the entire account on all tickets (existing and new ones).</span></p></li><li><p><span style="color: rgb(22, 22, 22);">Fields can be made mandatory to close a ticket.</span></p></li><li><p><span style="color: rgb(22, 22, 22);">Ticket fields won't impact your existing Tags configuration - you'll be able to use ticket fields instead of or in addition to Tags.</span></p></li><li><p><span style="color: rgb(22, 22, 22);">Ticket fields can only be archived, not deleted and, when you archive a field, tickets that already have a value associated with it will be saved, in case you want to unarchive the field later on.</span></p></li><li><p><span style="color: rgb(22, 22, 22);">You can search for any option or category using the search option in the dropdown menu and you'll see all the available choices.</span></p></li></ul>Agent Experience Team[email protected]urn:noticeable:publications:5xROwSluaLcz15cDoxwd2024-01-16T14:38:47.509Z2024-01-16T14:38:53.784Z

We know that many of you have multiple Help Centers and Contact Forms, and you want an easy way to build rules or views to differentiate tickets from different sources. We've heard you loud and clear! 🚀 We're happy to announce an

<p>We know that many of you have <strong>multiple Help Centers and Contact Forms</strong>, and you want an easy way to <strong>build rules or views</strong> <strong>to differentiate tickets from different sources.</strong></p><p>We've heard you loud and clear! 🚀 We're happy to announce an enhancement that would give you more power to apply advanced logic in views and rules. Now, you can <strong>directly</strong> <strong>use the names of your Help Centers and Contact Form as filters in rules and views</strong>, tailoring your support process with more precision. </p><p>Below is an example of how you could use Help Centers and Contact Forms as <strong>conditions of rules.</strong> Select <strong>Message Integration</strong> and find the name of the right help center or contact form you’d like to use.</p><p></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/5xROwSluaLcz15cDoxwd/01hm9avtak48g7m4s4mphs62pq-image.png" alt="" height="439.1147132169576" loading="lazy" title="" width="585"></figure><p></p><p>Similar example, you can also use Help Centers and Contact Forms as <strong>conditions for</strong> <strong>views</strong>. Select <strong>Integration</strong> and find the name of the right help center or contact form you’d like to use.</p><p></p><figure><img src="https://storage.noticeable.io/projects/21eo8eZCuU26Jqu0C7hZ/publications/5xROwSluaLcz15cDoxwd/01hm9axqzya8qhd5096jrtxz7x-image.png" alt="" height="354.2493765586035" loading="lazy" title="" width="587"></figure><p></p><p>As always, feel free to explore this feature, and don't hesitate to reach out if you have any questions or feedback.</p>Kyrylo Chebotarov[email protected]urn:noticeable:publications:Ewdx4XYGTLPlX1iA9OfR2023-12-19T11:57:59.518Z2023-12-19T13:07:41.445Z

We’re excited to elevate your new voice ticket layout with the addition of voice call events. What is the key improvement? You can now track the progress of each voice call through detailed event logs. Quickly identify who answered, and

<p>We’re excited to elevate your new voice ticket layout with the addition of <strong>voice call events</strong>. </p><h2>What is the key improvement?</h2><p>You can now track the progress of each voice call through detailed event logs. Quickly identify who answered, and who declined, also spot any missed calls. Everything is well-organized with timestamps, giving you a complete timeline.</p><p>For additional information, please refer to <a href="https://docs.gorgias.com/en-US/receiving-inbound-calls-296977?utm_source=noticeable&amp;utm_campaign=21eo8ezcuu26jqu0c7hz.introducing-voice-call-events-1&amp;utm_content=publication+link&amp;utm_id=21eo8eZCuU26Jqu0C7hZ.PzZcLV4jj5GFeUSrVyjs.Ewdx4XYGTLPlX1iA9OfR&amp;utm_medium=newspage" rel="noopener nofollow" target="_blank" title="Receiveing Inbound Calls">our documentation</a>.</p>Denisa Dumitru[email protected]