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 metrics! Instead of only displaying the breakdown of tickets created over the days of the week, you can now choose from the following metrics: tickets created, tickets closed, tickets replied and messages sent.
We have also implemented some optimizations that have improved the loading speed of our reports.
We hope you will make the most of these improvements!
]]>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 metrics! Instead of only displaying the breakdown of tickets created over the days of the week, you can now choose from the following metrics: tickets created, tickets closed, tickets replied and messages sent.
We have also implemented some optimizations that have improved the loading speed of our reports.
We hope you will make the most of these improvements!
]]>From now on, when you search, all the matches will be highlighted within the content or text, making it easy to spot exactly what you're looking for at a glance. No more sifting through results!
We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click!
Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.
Happy Searching 🕵️♀️
]]>From now on, when you search, all the matches will be highlighted within the content or text, making it easy to spot exactly what you're looking for at a glance. No more sifting through results!
We have also added an “All” tab in the spotlight search to allow you to search both tickets and customers in one click!
Search Match Highlighting feature is available in the spotlight search and will be progressively added in other searches in Gorgias.
Happy Searching 🕵️♀️
]]>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.
AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort.
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.
You can learn more about AI-generated articles in our original release notes.
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.
]]>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.
AI-generated articles help you create self-service content in seconds, not hours, to instantly answer common customer questions without any agent effort.
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.
You can learn more about AI-generated articles in our original release notes.
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.
]]>
The HTTP request step now features two branches: Success, which is triggered when the request is successful, and Error, which is activated when the request fails or returns a status code of 400 or above.
If you possess Flows that utilize HTTP request, they have been updated to incorporate Create ticket steps in case of Error, while maintaining the previous flow in the Success branch.
Need help getting started? Check out this Steps article for detailed instructions.
The HTTP request step now features two branches: Success, which is triggered when the request is successful, and Error, which is activated when the request fails or returns a status code of 400 or above.
If you possess Flows that utilize HTTP request, they have been updated to incorporate Create ticket steps in case of Error, while maintaining the previous flow in the Success branch.
Need help getting started? Check out this Steps article for detailed instructions.
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 Integrated with Shopify 3️⃣ Campaign Bundle Installed 4️⃣ Personalized Top 3 Campaign Recommendations, ready to activate instantly.
This simplified process ensures you'll be launching campaigns effortlessly! 🚀
]]>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 Integrated with Shopify 3️⃣ Campaign Bundle Installed 4️⃣ Personalized Top 3 Campaign Recommendations, ready to activate instantly.
This simplified process ensures you'll be launching campaigns effortlessly! 🚀
]]>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.
Loading times are now a lot faster, meaning you can access critical data in a swiftly.
Check it out and experience the difference firsthand! 🏎️
]]>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.
Loading times are now a lot faster, meaning you can access critical data in a swiftly.
Check it out and experience the difference firsthand! 🏎️
]]>
Ticket fields specifications:
An account can have a maximum of 25 active ticket fields at a time.
You can change the order in which ticket fields appear in a ticket by going to the ticket fields settings page.
Fields are set up for the entire account on all tickets (existing and new ones).
Fields can be made mandatory to close a ticket.
Ticket fields won't impact your existing Tags configuration - you'll be able to use ticket fields instead of or in addition to Tags.
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.
You can search for any option or category using the search option in the dropdown menu and you'll see all the available choices.
Ticket fields specifications:
An account can have a maximum of 25 active ticket fields at a time.
You can change the order in which ticket fields appear in a ticket by going to the ticket fields settings page.
Fields are set up for the entire account on all tickets (existing and new ones).
Fields can be made mandatory to close a ticket.
Ticket fields won't impact your existing Tags configuration - you'll be able to use ticket fields instead of or in addition to Tags.
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.
You can search for any option or category using the search option in the dropdown menu and you'll see all the available choices.
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 directly use the names of your Help Centers and Contact Form as filters in rules and views, tailoring your support process with more precision.
Below is an example of how you could use Help Centers and Contact Forms as conditions of rules. Select Message Integration and find the name of the right help center or contact form you’d like to use.
Similar example, you can also use Help Centers and Contact Forms as conditions for views. Select Integration and find the name of the right help center or contact form you’d like to use.
As always, feel free to explore this feature, and don't hesitate to reach out if you have any questions or feedback.
]]>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 directly use the names of your Help Centers and Contact Form as filters in rules and views, tailoring your support process with more precision.
Below is an example of how you could use Help Centers and Contact Forms as conditions of rules. Select Message Integration and find the name of the right help center or contact form you’d like to use.
Similar example, you can also use Help Centers and Contact Forms as conditions for views. Select Integration and find the name of the right help center or contact form you’d like to use.
As always, feel free to explore this feature, and don't hesitate to reach out if you have any questions or feedback.
]]>What is the key improvement?
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.
For additional information, please refer to our documentation.
]]>What is the key improvement?
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.
For additional information, please refer to our documentation.
]]>