Gorgias: Helpdesk, Chat & FAQ

Very finnicky and so much extra navigation that's unnecessary. They delete all your data if you don't pay the subscription. So if you make a support page with A LOT of info like we did, make sure you save it. They don't care about you, just your money

Gorgias offers a lot on paper, but my experience didn’t quite live up to expectations. The setup process was more involved than I anticipated, and despite being billed for the AI Agent with Product Recommendations, the feature wasn’t yet available — I even had to join a waitlist for it. This was especially frustrating since my store is still in development.

I canceled early on, but was still charged for the feature, which felt a bit unfair given it hadn’t launched yet. Support was courteous but didn’t really resolve the issue.

Gorgias clearly has potential, and I can see it being a great tool once everything is fully in place. But for now, I’d suggest waiting until all features are live and fully accessible before committing.

If you are a by the hour worker who never leaves their desktop computer then maybe its a decent app but if you are on the go and work virtually from your phone at times then it is the absolute worst, the app has a 1.7 star rating in the apple store's website. Good if you never use a tablet of phone, stay away from if you plan to use the mobile version. I complained about it multiple times and they did nothing, the app got worse when I upgraded my phone.

Gorgias touts all of these integrations they have, but most setups are horrendous. Have to do a ton of work with all kinds of weird HTTP, web hooks and code stuff that most small business owners using Shopify may have a huge struggle. I know I sure have. Setting up Zapier integration is far too complicated. If you're going to support any integrations, please treat it like no one is a coder. Once we have to incorporate any code you've lost us. Also, the general UX experience of Gorgias is just not great. Navigation is weird and super busy. The mobile app couldn't be more worse. Lots of sales fluff on their website with very little followthrough, certainly with tons of friction for setup. I don't recommend this app at all.

Gorgias didn’t work for us in terms of pricing structure. It quickly became way more expensive than competitors offering a similar set of features and so we requested a cancellation of the service in September. Unfortunately that cancellation was not actioned and it wasn’t until December that we noticed Gorgias had been continuing to charge us. They refunded us once we reached out regarding this. They don’t make it easy to cancel, and you have to ‘request’ it rather than them having a simple ‘cancel button’. Clearly this setup leaves room for error.

Really want to like this app given all the previous great reviews, but we are struggling with it.
#1 - We use it for the most basic task: centralizing our e-mail helpdesk. But so far, we have run into issues with emails not syncing between GMail & Gorgias, we can't see replies that we sent via Gorgias in GMail which makes the experience super confusing because we cannot easily tell what we have replied to vs. not etc.
#2 - I am sure the issues can be worked through, but what makes is even more challenging is that it is impossible to get on a support call and show the issues we are running into & get quick help making sure our setup is correct. Everything happens over chat. And while the team is fairly responsive over chat, most of the issues we are running into are complex enough that it feels like we are not getting anything resolved. For a helpdesk app, it is very disappointing that we cannot get the help we need to be successful. The schedule a help call calendar is booked 2 weeks out.
#3 - The worst is even once we have a chat going with their team, the chat window disappears on its own and once you are out of the chat, there is no way to get back to it!

They care about profit more than the value they give to small businesses. I've heard many great things about them, and I was excited to try. Somebody contacted me after I had downloaded the app and told me they would be interested in getting on a call and go over the app and it's features. It sounded like a beneficent way to onboard a new customer into a pretty complicated app (at first glance atleast). I spoke to a charming salesperson, Zoran, who had told me about an onboarding specialist helping us set up and such.. But there was a catch, you had to sign up for their PRO plan that was in the ballpark of $300 a month. The first month was "free". There was no consideration for our business and how much we'd use it, even though I told them we wouldn't use that often in our non-busy season and once we got busier, MOST of our inquiries come from our Etsy channel. So it's very important that they have an Etsy channel integration. I emphasized that point numerous times. He said he'd look into it. I got out the call thinking that as nice as the guy was, he only cared about the sale more than anything else. We had a call in a week, and his attention to my top concern would provide a light whether my suspicions were true. As soon as we got on the next call, he said - and I think i'm paraphrasing here - "are you ready for the PRO plan!?". No mention of Etsy. It was just about making the sale. I called him out on the fact and said that there's no chance of us being on the PRO plan now for this year. That means no onboarding for us. The whole fake vibe of Zoran changed once he knew there would be no chance at us going on the Pro plan and pay $300 a month. The conversation swiftly ended after that because I mean, why talk to somebody who isn't paying your bills? For my fast growing business, I think we'd be better off using another provider that would care about building the relationship while we're small.