Fall 2025 Release

A rock-solid helpdesk, ready for BFCM

Discover big upgrades to Gorgias Helpdesk that help you move fast and scale confidently during peak moments like BFCM. Smarter routing, enterprise-grade reporting, multi-store control, and faster performance.

Better prioritization, routing, and collaboration

When traffic picks up, you need to know every conversation is going to the right place. These updates help your team stay focused, respond faster, and route with confidence—without manual triage.

Prioritize the most urgent conversations

BETA

Organize your queues and assignments based on ticket priorities—defined channel, issue type, VIP status, and however else works for you. Learn more.

Deeper automation for more control

BETA

Use Ticket Fields as conditions in Rules to organize, tag, and route conversations based on AI-detected Contact Reason and your own custom fields. Learn more.

Smarter call routing

BETA

Handle busy-season call spikes with a visual IVR (Interactive Voice Response) system that directs customers to the right place, the first time. Fewer hand-offs, less frustration, and faster resolutions

Empower agents to do their best work, fast

Your agents want to help customers—not hunt for answers or miss urgent pings. Cut down clicks and unlock productivity across languages, conversations, tabs.

Global CX, unlocked

BETA

Resolve multilingual tickets instantly with built-in translation. No third-party tools. No scrambling to hire externally. Just seamless support, worldwide.

Full customer context, faster

BETA

Our upgraded Timeline now includes AI summaries and a complete history of order data to give you a 360-degree view of the customer in fewer clicks. Learn more.

Browser notifications are here

BETA

Never miss another time-sensitive call or chat, even when you’re doing work outside of Gorgias. Learn more.

Consolidated control for brands with multiple storefronts

As your business expands, your Helpdesk shouldn't get harder to manage. These updates help consolidate infrastructure, while customizing operations across sub-brands and regions.

Set multiple business hours

BETA

Just because your chat is online doesn’t make your phone lines are open. Set availability settings are tailored to each of your channels, stores, and regions.

Manage all your stores in one place

BETA

Easily connect, view, and manage each of your Shopify, BigCommerce, and other stores in one place. Plus, associate email addresses, social accounts, chat integrations, and more with each.

Filter your Views and Reports by Store

BETA

Create Store-specific Views (without workarounds) to help agents focus and avoid mix-ups. Plus, break down stats by store to better understand how each of your teams perform. Learn more.

BETA

Expand your impact with AI Agent

While you're handing the most important customer interactions this BFCM, AI Agent can resolve common queries and turn pre-sales interactions into revenue.

Tag Actions in Guidance for more control

BETA

Design end-to-end flows in one place so AI Agent knows exactly what to say, when to act, and how to handle multi-step, complex scenarios.

Understand AI Agent's resoning

BETA

AI Agent’s responses are no longer a black box. You see exactly which resources it pulled and why it answered the way it did, giving your team complete clarity.

Drive more sales with smarter recommendations

BETA

Promote or exclude products from your Shopping Assistant recommendations. Show your customers the products that move the needle most: high margin, high inventory, or your newest arrivals. Learn more.

No items found.