Gorgias Rolls Out Helpdesk 2.0, MCP Open Beta, and a Wave of AI Upgrades

Gorgias has launched Helpdesk 2.0, marking a significant overhaul of its core support interface, alongside opening its Model Context Protocol (MCP) integration to public beta. On the AI front, the Shopping Assistant can now analyze product images to surface more accurate recommendations, while merchants gain finer control over which help center articles the AI Agent draws from — independent of public visibility settings. The platform also introduced OAuth2 authentication for HTTP integrations, expanded SLA policies with tag and ticket-field filtering, and delivered a revamped AI and automation analytics dashboard to help teams measure resolution performance more precisely. Rounding out the release cycle are improvements to Instagram workflow rules using profile-based conditions and cleaner handoff handling when AI-initiated chats lack a customer email address.