Gorgias vs. Raiseaticket

Gorgias is one of the easiest platforms I've used, as it was easy to navigate. You can customize your views so you can easily track them. The shared views are also specific and convenient. The search button is also one thing I like, as it easily shows what you're looking for with just keywords, email addresses, or any information.

Incentivized

Raiseaticket definitively serves its purpose, It's already hard to run a customer service, and imagine if you have to maintain a CRM along with this, that's where this tool comes into the picture they'll manage the CRM for you while you can focus on the customer support. It's well suited for interacting with customers and helping them to resolve their issues quickly which led to greater feedback. Sometimes customization can be trickier as the userbase grows over time.

Incentivized

• Gorgias AI, it able to replied to tickets with the brand of voice and the approached that aligned with our brand voice.
• Integrations that can be connected to multiple shopify stores, including messaging channels.
• Auto tagging on ticketing better categorizing when search.

Incentivized

• Analysis of category of tickets.
• Cheap Pricing with great support.
• Multiple channels to create tickets.
• Customisation of SLAs with ticket types.

Incentivized

• Maybe in sending our response, it would be nice if the undo button was longer than 5 seconds.
• Alt + enter should be disabled as we could accidentally press this, and the emails are automatically sent.

Incentivized

• Some times slack notifications frequency is not correct.
• Email templates should be provided.
• Also it will be great to have a macro function like excel where people can record the tickets to auto assignment.

Incentivized

It's pretty straightforward, but it does take a little getting used to for many people. I would almost recommend having an "expert" have someone sitting nearby to coach the user for their first experiences with the software, as well as setting options to be limited. As otherwise, there can be moments that are just too much at once for some users

Incentivized

We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now

Incentivized

Freshdesk is also free to use like Raiseaticket. But when it comes to supporting quality Raiseaticket wins. I had several issues while using Freshdesk but their support team never replied to tickets on time. Sometimes they don't reply to tickets and later close them from their end. When choosing a software you should have knowledge of both pre-sales service and post-sales service quality of the software so that you can choose the right one. So this way Raiseaticket wins from Freshdesk.

Incentivized

• Drastically reduced our response time from 2 business days, to 2 hours on average.
• Made it easier to sync data for damaged item, allowing us to better understand damages.
• Allowed us to easily see that statistics of what kind of issues we are seeing from our customers.

Incentivized

• Reporting has been a great asset to management.
• Improved SLAs.
• Improved time management of the teams.