Gorgias Announces Instagram Ad Comments & Ticket Intents

Gorgias just announced that three of the most requested features for the #1 help desk for Shopify have been released this month including Instagram ad comments, ticket intents, and mobile app improvements.

Instagram Ad Comments

Many merchants are running ads on Instagram. To maximize the performance of your campaigns, it’s super important that you respond to comments customers leave on your ads.

Well, you can now respond to Instagram ad comments directly in Gorgias! Next month, they’ll add support for Facebook ad comments.

Ticket Intents

A few weeks ago, they released a feature called macro intent allowing you to label macros with customer intents such as shipping/status and cancel/order.

They’ve used this data to try to automatically determine the intent of an incoming message so as to use them in rules.

Consequently, you can now use intents to automatically add tags to tickets via rules, or even automatically respond to “Where is my order?” support tickets for instance. Note that this feature is currently in beta.

Mobile App Improvements

They’ve also improved the Ticket reply area for their mobile apps. You can now leave internal notes, change channels, forward tickets, and change the email recipients.

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