Gorgias: Helpdesk, Chat & FAQ

Costumer service has a brain of a 3 year old...

they say on the highest plan they will have someone dedicated to your account and that's a bologna , getting someone to get us up and running and help us design the campaigns is a task, we are still waiting for that dedicated rep who was supposed to help us 2 months ago. Software is good but promises are a joke.

Sent us an email to say they are TRIPLING the price we pay. Disgusting how they treat customers! Don't do it. They are too big to support startups now. This is an enterprise app these days.

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!!!!

If you stay with Gorgias long enough, you’ll become an “appreciated loyal customer”. This means that they’ll put you on a legacy plan which no longer receives any new core features. This became apparent for us recently when they updated their Instagram integration to also allow replying to Instagram DMs (sounds like a core part of the Instagram integration right?). Turns out we can only access ...

One of the worst apps to use for customer service. 1. They updated how they pull in comments for Instagram ads without notifying us and started charging based on # of ads which is ridiculous 2. Their support "live" team is horrible - take 10-20 minutes to reply to each message. Will send one half-assed response, I'll reply to the chat right away, will not reply again for another 10-20 minutes. ...

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.

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....

Im leaving for something more professional.

- The phone app doesn't work and is seriously lacking basic feature
- The phone app is full of bugs.
- The App is also buggy as hell.
- Every time you send a message it closes it. causing a new "Billable Ticket" to be created. Which they then charge you for
- Their Customer service is terrible.
- When they update there application is changes your ...

We've used Gorgias for just about 2 years now and if you love consistent down times with the inability to respond to your own customers than it is a great service. When Gorgias is experiencing issues, nothing on your front-end is changed. So customers can still send you messages and you can't respond to them. Gorgias doesn't even put a message out to customers that there is an issue with the live ...