Gorgias: Helpdesk, Chat & FAQ

Despite trying for months, discussing back and forth with support, me and my partner never found a way to get notifications on our mobile devices to work. Also be advised, that you will regularly be logged off your mobile device resulting in you missing important live chats from customers. I don't recommend Gorgias - sorry.

I'd like to express my positive experience with Gorgias' help desk app, which has proven to be a valuable asset for handling customer support on my Shopify store. Despite encountering a few initial bugs, the Gorgias team promptly addressed and resolved them, demonstrating their commitment to improving the overall user experience. While there's room for improvement in terms of support responsiveness and waiting times, my overall satisfaction with the app remains high. I want to extend my gratitude to Dunja from the Gorgias support team, whose guidance has been crucial for a new store owner navigating both Gorgias and Shopify. I am optimistic about the continued success of my experience with Gorgias and appreciate the ongoing support.

Pretty good!

not working even to setup the account, support low level seems they don't care to get new customers

they propose you trial for 7 days to check if it is a good fit for you. After 4 test tickets and just import mail box my account was disabled and i was required to pay for plan ... ? i try to contact with support team to get some information what happened as i just install app and didnt even test it. i got information that trial is limited and i have to buy subscription to use app. so my question is where are these information >? that i can use only 4 test ticket and than i have to pay for subscription. and how iu suposted to test app with 4 tickets ? also support..... nice guy who enter chat. 10 min waiting for respond. and after 3-4 messages he just gone without any messages.....
if this is how its work the best thing is not even start to avoid future issues

The interface is absolute a mess, there's no guidance in regards to setting up a simple chatbot. I can't seem to grasp why all chatbots have to be so damn complicated to make, rather than making a straight forward process. Cut out all bs and make it simple, like it is suppose to be.

The features of this app make it so easy to interact with customers and I was really impressed with the onboarding process. Jami was amazing. She walked me through the app features that she felt would best meet the needs of my business. This was very impressive and showed that she had taken the time to learn about my website and my brand. The app itself is just as amazing. Gorgias makes things really user-friendly with the toggle on and off feature. I have not taken the time to explore all of the features but it seems to me Gorgias has provided a one stop shop for all things customer service.

After a confusing start with the app, I managed to get it working. The support doesn't have a live support chat for some reason, and after a while they emailed back mentioning a phone call... Not something I was looking for to be honest.

When I signed up I really thought the Starter Plan was free but it's not so after 7 days of trying the app I will be removing. Wish they would support smaller businesses.

Great start to using Gorgias. Starting with the $10 plan, limited to 50 tickets. Set up was easy and spam messages or instant closes don't count towards overall ticket count, so you can get a lot of real tickets through in that amount. Very organized within the dashboard, easy to manage support tickets.

I am absolutely thrilled to give a 5- star review to this exceptional service provider. Their product quality as well as customer service is outstanding. I can confidently say that this service provider has won me over as a loyal customer.

You can't "undo" when typing a whole email into their text box! When you decide, oh, I should save this and make it into a macro, so you select the whole email and mean to hit copy, but you hit paste instead, then the whole entire thing is GONE!!!! FOREVER!!!!!! THIS IS A BASIC EMAIL FUNCTION — UNDO!!!!

I've been asking to have someone in support cancel my account. And I keep getting the runaround. Feels like my account is being held hostage. Either give users the ability to cancel their accounts, or provide clear instructions on how this can be done.

This is the second company I have used Gorgias for support. It is very easy to use and with the right setup and integrations, it saves a lot of time for other tasks.

They make it unreasonably difficult to cancel a subscription. Just try to locate the button to cancel Gorgias (spoiler: you can't!) You first need to start a live-chat with an employee to get rid of Gorgias, which is ridiculous and tedious... We live in 2023, not 1999....

Be careful. If you turn on auto-reply they will count it towards your billable tickets. There is no clearly visible disclaimer when turning on this rule. We incurred over $700 in overage fees which they are not willing to refund although we have been a Gorgias customer for years and have spent thousands with them. Hopefully this review will save someone else this grief. Feeling scammed.

We don't recommend this company to anyone.

(1) Their customer service has consistently taken 24-48 hours to get back to our query, while they preach and teach their customers to reply within few mins and hours.

(2) Their profit margin are their priority. All of a sudden I just got an email saying now they will charge nearly $2-3 per sms/voice calls, which was free till now.

(3) Who charges per ticket!!! Why? Exactly explain why? We started using Gorgias as had seen mostly all shopify stores use it.

(4) Recently, in a short frame of time, they developed a lot and lot of integration with other apps, which is great but it makes me wonder if other apps are getting paid by Gorgias through back channels, as these integrations increase the number of tickets created in Gorgias and Gorgias charges per ticket - seems very dodgy.

I have had a great experience on my second try on getting Gorgias set up. The first time there were many issues. Amy Elenius reached out to me and has worked with me to get all my issues resolved and up and running. I look forward to growing my business by offering excellent customer service now that I have the perfect tool to do it. Thank you

We've been using Gorgias for almost a year (after migrating from Zendesk) and it has made our lives considerably easier. Handling tickets is super easy, the tagging system is intuitive, and we have integrated Gorgias with all the apps and systems we use, which saves us a lot of time.

I do not recommend it. After uninstalling the app, the widget is still displayed on the store. We cannot reconnect to our account somehow, and this is the response we got from support. "would definitely recommend you book a quick call with us so we can go over your business needs and give you a walkthrough of the new revenue-generating features that we launch. Our team there will be able to help out on reconnecting to your old account and answer any questions that you have regarding our product! " After this message, they don't answer anymore. Very Frustrating and Unacceptable.

I had a query and was helped by Emilija B, who was fantastic, my problem was solved in minutes and I was given clear easy to follow information. 5 star to Emilija B is well deserved! Thanks again for the help, Sam :)

Very helpful app and responsive team. Have only used it a couple of times, but to great success so far.

Gorgias is great overall and their support is amazing. I can't talk about one person, cause all of their support team is great. Thank you!

Very useful! A great to help with streamlining our customer service. They are fast in their replies and we like to work with them for the available integrations.
We love that you can link Shopify products directly in your messages, that is a great upsell tool.
The newly added Help Center is also a great and long-awaited feature.

Customer Support is top notch which is a very important part of any CSM platform. So far I'm pretty happy with the platform overall. It doesn't have as many bells and whistles, but it does well on what it focuses on.

Senka Korac - is a lifesaver in the customer support team! Thank you so much for the superb fast support and problem solving.

There's been a few issues previously, but all seems to be working fine at the moment, and it's running smoothly.

This app is very useful in gathering all the questions from your customers and if you need any help they are very responsive.

The easiest way to have all the interactions with our customers from different platforms in one place, easy to use, very friendly app and the best part is that you can keep track of the communication with them efficiently and fast

I am very satisfied with Gorgias. It helps me take care of all aspects of my business in one place which saves a lot of time and energy. I am also very happy with the support team. I got very quick and effective help when I needed it.
The only aspect I am not so excited about is the price, I would be happier with a lower price.

The app is great, and the onboarding was easy. A couple of odd things happened here and there, like Instagram and FB disconnecting without notice. They told us they have no control over that - okay, but at least let me know the integration is gone and we need to reconnect. We did not answer any social query for 3 days until we noticed there was something wrong. Now, the TRUE dealbreaker for us is the file upload capability. It's 10 MB PER EMAIL!! Not even per file!! We create personalized paintings, so we need to send out customers high-resolution files. 10MB per email is just miserable, considering the app cost. A free Gmail account allows you 25 MB per file. Zendesk too. That would be enough for us. After spending time resizing, compressing, resizing again, etc., we are about to cancel the service since we spend too much time doing unnecessary tasks. We talked to support about this, and all they said is that they don't have a direct line with engineers and will add it to some feedback list. There are no plans to change that. So if your business needs to send files to your customers, bear in mind that this app will be a pain. I hope they can give us a solution, though.

We use this app for about 3 months, and we enjoy it! Our favorite things are the snooze button, we can leave internal notes btw the team and merge tickets so we can have everything organized. Of course, need a few adjustments, however, Gorgias is always improving and the customer service is always ready to help. Great!

Gorgias is really thought and designed to integrate with Shopify (and numerous apps). I am just starting to use it but it is really easy to deploy and then configurate. I have contacted several time their support team which is very helpful and very fast to answer.

This app has helped us level up our customer service management. The support team is great and so quick to reply if you have any issues at all setting up your interface.

The customer support team is really awesome. I was having a very frustrating time integrating my pages. At first, I blamed the app, but little did I know that the problem was on my end all along. Thanks to Tamara Zaric, Hannah Hermosa, Milan Kokanovic, Violeta Tubio my pages were eventually integrated. I have already recommended them to all my friends...

If I could give less than one star I definitely would. I have been with Gorgias a little over a year. While the service has somewhat helped streamline my customer service issues, the constant outages, being kicked off of the platform and inconsistent Social integration performance has lead me to drop Gorgias. But most of all is the absolute worse customer service I have ever received. I don't know if they are short staffed or what, but EVERY TIME I reach out to them through chat, I get very generic answers with links to their articles. No one ever actually looks into my account to address my specific problem. If they do, the end up telling me I need to speak to a developer or pass the buck to Shopify. In a nutshell, these people just want your money. They do not care about customer service at all. I wouldn't recommend this company to my worse enemy.

Great customer service - the onboarding videos, integrated tutorials and option to chat with an agent are really helpful!

Great support! Milan helped me install the new chat wizzard in lightning speed!
Would get 5 stars if you could organize emails better (folders) and had a search option on the mobile app.

I have been super impressed with the capabilities of Gorgias, having the details of the customer order right in the same window saves SO much time.

Simply amazing from start to complete setup with astounding customer support. Their integration with Shopify and other apps is very simple to achieve and makes it a whole lot easier gathering all information directly from the app about their orders. This truly redefines the way we provide customer support and have increased our CSAT tremendously where we can instantly respond to most frequent questions using their prebuilt macros and rules.

Very quick customer service on their end, and always helpful with providing details. I love that this integrates with our e-commerce platform that makes so many things automated for our staff. Easy to learn the system. Great job!!

Gorgias is a terrific platform for Customer Service. I'm looking forward to the IG DM's integration soon. Gorgias CS Reps are attentive and quick to resolve any integration issues or provide me with any clarifications. The only major problem I had was one the FB Messenger integration didn't work during our Black Friday/Cyber Monday sales.

Gorgias' team provides great support. They answer the questions on chat within minutes and if that is not enough they jump on Google calls to help. Zoran was of great help on the call.

Disappointing. The reviews (outside shopify, e.g. reddit and other forums) are true. Their own support is very disjointed and leaves a lot to be desired. Each question took 6 hours+ to get a response on their own chat function. Areas that did not work for us:
- Live chat functionality is pretty useless. I tried their beta and their automations leave a lot to be desired and no, you can't put in a proper work around. We were using tidio to run chat bots whereby we offer a new customer promo. There's no suitable workaround for this. If you run one of their 'campaigns' you can't run it outside of business hours.
- Their pricing is pretty obtuse. You pay per ticket. I gave it a chance. We liked the feature of sending an auto response to inbound email tickets to acknowledge receipt and give an SLA. Personally I feel reassured when I receive acknowledgement and an SLA on when I can expect to receive a response. If you choose this, all responses are counted as tickets. So in respect to inbound emails, spam or not, everyone counts as a ticket.
- The demo I received from Jasper was 25 mins of preamble and 5 mins of visually seeing the platform with no demo of how to use it. Having tried Gorgias, FreshDesk & Chat, Zohodesk and Re:Amaze we've ended up going with Re:Amaze. The functionality is intuitive and they're not trying to run before they can walk.

Was helped By Marija M. She was very fast and super helpful, I had all my answers and correct links needed in a matter of minutes. Very professional and extremely friendly. Thank you

Customer Service has been really great. There have been multiple times I've messaged directly into their chat feature and the rep has spent more than required time to help me. Highly recommend this app.

By far, the best customer support I have ever experienced. The app and the back team is top-notch quality.

Makes a seller / customer service lives' easier. :) Their rules are so interactive, lets you focus more on other tasks which really needs attention. And their customer support team is really awesome! It was already the second time Ilija Kostic has catered to my concerns, and she went above and beyond to help out. :) We so love Gorgias!

Can't say enough good things about Gorgias and their support! Really helpful when it comes to chatting through issues via their chat function and excellent aggregation of all the different ways our customers can reach us for support.

They are always so helpful when I reach out! I would recommend them for sure! Ilija Kostic Thank you!

The very few times we've needed help or had an issue, the live chat has been speedy, efficient and resolved our issue handily.