Gorgias Updates

Gorgias Updates

www.gorgias.com

Conditional Ticket Fields: Smarter, Simpler Data Collection

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Conditional Ticket Fields are here to improve how your team collects data and insights from your support tickets. By dynamically displaying fields based on specific conditions—starting with fields like Contact Reason—you can declutter the
Conditional Ticket Fields: Smarter, Simpler Data Collection

Enjoy quicker navigation and better focus with the collapsable sidebar

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Improvement
If you’re like most of our users, you spend a lot of your day in Gorgias — answering questions, jumping between tickets, and adjusting your settings. We know each extra click adds up quickly. That’s why we’ve moved our global navigation out
Enjoy quicker navigation and better focus with the collapsable sidebar

AI Agent resolves even more inquiries: it replies now after Flows

by Diana Khramina, Product Marketing Manager
AI Agent now helps resolve even more customer inquiries on its own. At the end of a Flow, if your customers indicate that they need more help, AI Agent will continue the conversation, answering follow-up questions based on available
Announcement

Auto-split email ticket to get clean data, even from messy threads!

by Jordan Miller, Product Marketing Manager - Automate
Announcement
Improvement
You asked, we delivered! Starting now, replies to old email threads will automatically create new tickets if the reply comes 10+ days later instead of re-opening the existing ticket. Why did we make this change? Before, if a customer
Auto-split email ticket to get clean data, even from messy threads!

AI Agent Actions - Use ShipMonk information to create conditions

by Vlad Petrashkevich, Software Engineer
We’re excited to announce the addition of the ShipMonk information, available to be used in Action conditions. If you have the ShipMonk app installed and enabled, you will be able to determine Action conditions based on ShipMonk
New feature
Announcement

🗃️ Archive your Macros to de-clutter and stay organized

by Jordan Miller, Product Marketing Manager
Announcement
Improvement
Say goodbye to cluttered Macro lists! We’re excited to introduce the ability to Archive Macros to help you stay organized and limit access to Macros that agents shouldn’t use. Why This Matters Admins and agents, we’re excited to help
🗃️ Archive your Macros to de-clutter and stay organized

Improved handover experience for tickets coming from Flows (Help Center and Contact Form) 💪

by Felipe Mora
We’re excited to announce a quality-of-life of improvement to both customers and agents using Automate Flows 🙌 For customers going through a Flow who end up requesting further support, this is what the experience looked like
Announcement

AI Agent Actions have undergone a significant revamp

by Zsófia Lele, Product Marketing Manager
With these AI Agent Actions updates, we’re making it easier to unlock Actions and automate more of your support tasks. On average, AI Agent already automates 14% more support conversations with Actions—and for top merchants, this goes up to
Announcement
Improvement

Customize Your Call Recording Notifications with Ease

by Denisa Dumitru & Matteo Silvestro, Software Engineer
Announcement
We are excited to introduce our latest feature for Gorgias Voice users – Customizable Call Recording Notifications. This update empowers you to tailor call recording warnings to better align with your brand voice and improve the overall
Customize Your Call Recording Notifications with Ease