Gorgias

This app smells scammy all over the place. Used it for a while, but it got to complex. Then trying to get out, is not easy. No delete account button, and you need to chat with them. And how is that going? Not good at all, since they are stalling,... stalling.... stalling....

Frustrated. It looks good but it's grabbing the wrong Facebook page for some reason. One I haven't used in years. No other app has even tried to do that before when making a Facebook connection.

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Update from initial review above.

Downgraded from 4 stars to 1 star.

This app is an unmitigated disaster. It pulled a facebook page that no other app ever has.

It disconnected the gmail integration all on its own. They admitted they were having problems. Then I reconnected my gmail. Look what then happened.

I use my gmail for customer support as a small merchant. It has imported 4000+ of my ordinary gmails (like private emails from friends and family) into the app, has labeled them all as customer support tickets, and has frozen the app and refuses to let me use it further until I put in a credit card and pay them $200.40. Seriously. And I started less than 48 hours ago!

Look at this, copy and pasted from my billing area:

Billing
Gorgias' pricing is based on the number of tickets you respond to every month. We only count tickets that contain at least one message from an agent in your team.
The first 300 tickets per month are on us. Then we charge $50/1000 tickets, and the cost per ticket goes down as the number of ticket increases.
Learn more on our pricing page.
Current usage03/08 - 04/08
4308
tickets
$200.4
cost
If you have any questions or if you want to unsubscribe, please contact us at support@gorgias.io.
Payment method
ACTIVATE BILLING WITH SHOPIFY
Payments history
No payments

In short, if this isn't an outright scam, it's one of my worst experiences ever in the 1000+ Shopify apps I've installed and the hundreds I've reviewed.

By the way, the whole pricing scheme is ridiculously expensive. You can get substantial Zendesk services for as little as a flat 2 dollars per month.

Is this a bad joke?

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The app created an infinite loop with my gmail account and has dumped about 10,000 emails into my gmail. I wish this was not true. I've uninstalled the app in the Shopify admin but they are still pile driving my gmail account into the ground.

Very bad application and service. We sent an email to their billing department and we did not get a response on the unsubscription. Also very difficult to use compared to Helpscout. I do not recommend it at all.

They made a reply and said that it is unsubscribed. However, IT IS NOT!!!!! I still see my credit card details and can login to my account. What is going on with you guys and why you made it incredibly difficult to cancel?

Software only works when an order comes in through the 'online store.' It does NOT integrate with external sales channels. DO NOT ADD THIS APP IF YOU SELL ON AMAZON, WALMART, EBAY, or ANY other external sales channel. It will not work.

I tried this in 2021, and my original review is beneath. I was recommended to Gorgias as a solution by Loopreturns, and I explained that I could not get it to work. They said it had changed a lot, so I signed up for the expensive ($380/month) subscription because our store has grown so much. I have to tell you that the app is even worse than it was before - they have added a new online course - but the images are wrong - and they apologize but they did not change it! I have been on trying to fix this for about three hours now - and talking with a support agent (Sharmaine) who is even more useless. I asked her how to change the logo size, and she asked me to write to the engineers to ask how to add that future in later releases! I will be long gone.
The logo is microscopic, and you cannot change the size. Sharmaine said to increase the bit size of the file - up to 500k - how does that make sense? It doesn't matter how big the file is (I made it 380k) the file is microscopic.
I am going back to the referrer, "Loop Returns" and telling them about my experience, as this reflects poorly on the referring developer.

It does not work on Firefox. Secondly, when you try to access the app through the shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. Mostly, it does not work on Firefox, and this was verified by the support agent.
Poorly designed app and is not functioning.

Switching back to zendesk. The sales team did not honor their commitment. We were paying around 700 a month and came to an agreement but the team backed off. If they cannot commit to a sales agreement, I wouldn't expect them to commit to being easy to work with.

Byer beware, the $60 subscription requires that you agree to a $10,000 not to exceed monthly limit. Your giving them permission to bill your credit card up to 10k per month uncontested instead of pausing your subscription in the event of a hack.

If you are like us, thinking of moving to Zendesk to Gorgias. Please don't. They advertise chat and email support BUT for chat its takes 5-6 hours to receive an initial acknowledgement and even then they still haven't responded to my query. For email support it takes 72 hours to receive an acknowledgement. Apparently they have lots of staff on leave and it was also 2 day public holidays but its been week and they chat is still showing limited support. If you are like me used to getting instance response from Zendesk chat support, don't bother moving. Also for integration we received no support, only some prerecorded videos. If you are SMB you are so much better of staying on Zendesk. Huge mistake on my part to move to this joke. Now I have to pay the developers twice to move back to Zendesk

Not good for campaigns with different types of Shopify stores. Pricing is too high for a tool that is supposed to manage a good chunk of data. Integrity issues with the management, not keeping their word on pricing strategies.

This app is completely awesome! I loved all the features and ease of use. However, after the trial I deleted it because they want to charge an entry level price of $60 per month...which is insane. This 'entry level' pricing is for 600 tickets and 7 channel integrations. I only used 3 integrations (as I imagine most companies would) and I would maybe do 100 tickets per month. I'm not even a small store!!

Unless you're doing $1M+ in sales per year, this app probably isn't for you. Until they have a better entry level price that isn't so insane (You can get all of these features through Salesforce or Zendesk for less...), I don't recommend it.

Summary: Great platform, not worth the outrageous pricing.

Hence, 2 stars.

Update: I've demoted this a start since I found HelpScout, which does the exact same thing but for $8 per month per user and has no cap on the amount of cases you can have. It even integrates with Shopify for a customer profile view. I'm still not sure why they think $60 per month is a fair price.