Gorgias

Score8.4 out of 10

31 Reviews and Ratings

Community insights

TrustRadius Insights for Gorgias are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

User-Friendly Design: Reviewers have praised Gorgias for its user-friendly design, with multiple users expressing their appreciation. The intuitive interface and well-organized layout make it easy for users to navigate the platform and find what they need quickly.

Convenience of Having Everything in One Place: Many reviewers have highlighted the convenience of having all their customer support needs consolidated in one place. Users appreciate that Gorgias allows them to manage various channels, such as email, chat, and social media, within a single platform. This integration saves time and effort by eliminating the need to switch between different tools or platforms.

Integration Capabilities, Especially with Shopify: The integration capabilities of Gorgias, particularly with the popular e-commerce platform Shopify, are highly valued by users. Several reviewers have mentioned how seamless and powerful this integration is, allowing them to synchronize customer data and streamline their support processes effectively.

Reviews

4 Reviews

Gorgias connecting people

Rating: 8 out of 10

Incentivized

May 1, 2025

Use Cases and Deployment Scope

Gorgias helped us to handled customer complaints, incoming email inquiries with a timely manner especially our support team is out of coverage. It's kept up our first response time in a good way and helps us to secure our branding during critical scenarios that we unaware on time. Most importantly it can managed multiple Shopify Store at one screen.

Pros

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.

Cons

Improving on advance setting categorizing appearance
Support better WhatsApp Messaging on how to interact with customers.
Lack of emphasizing more on the Convert Feature within the platform.

Likelihood to Recommend

It managed to have auto-replied to most of the incoming emails during the weekend break, it's given customer to have more confident to purchase from us again and getting their issue resolved swiftly. Gorgias can have shortcuts reply feature that shorten customer service time on each ticket resolution time which is a win.

Chin Jian Hsiung

Marketing in Marketing at Wing Heong (11-50 employees)

Vetted Review

3 years of experience

Gorgias in more than one way.

Rating: 9 out of 10

Incentivized

April 11, 2025

Use Cases and Deployment Scope

We use Gorgias as our help desk solution for our direct to consumer side of the business, and growing to also use it with our wholesale division for mom & pop style businesses. It integrates well with Shopify, and we've used this to speed up response time and make it so that our support team does not have to "leave" the help desk in order to address many problems, boosting productivity dramatically!

Pros

It syncs data from Shopify quickly and easily, while displaying it neatly on the side of the ticket when needed.
A lot of customization for tags and ticket fields for labeling tickets.
The ability to create rules and flows to streamline the triage process.

Cons

Rules are powerful, but clunky, showing them to others can put them off as it looks "easy to break" because of their messy nature.
Pricing seems to be increasing due to the inclusion of more advanced AI that currently does not provide value.
Macros could really use contextual support, or a hotkey system to make it easier to pick highly used ones that aren't in the top 3.

Likelihood to Recommend

If you are using Shopify, and you've grown to needing a help desk, I'd recommend Gorgias be the next step, as something like Zendesk might be just a bit too much for most early ecommerce businesses. But if you are in an extremely niche position, Gorgias might be worth a trial, but if you are handling tickets that cannot be automated, then automation based help desks might be a waste currently for your business.

Verified User

Employee in Customer Service (11-50 employees)

Vetted Review

3 years of experience

Convenient Customer Support Platform!

Rating: 9 out of 10

Incentivized

January 12, 2025

Use Cases and Deployment Scope

We use Gorgias as a platform to answer all incoming and outbound emails for our customers. We receive emails from our customers, we have macros to use, and we can also personalize our responses. We can also create a ticket and send an outbound email to our customers, which is very convenient.

Pros

Receive emails from customers.
Create a ticket based on a specific concern.
Send our responses to our customers.

Cons

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.

Likelihood to Recommend

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.

Verified User

Employee in Customer Service (51-200 employees)

Vetted Review

3 years of experience

Great for e-commerce!

Rating: 10 out of 10

Incentivized

April 26, 2022

Use Cases and Deployment Scope

The company I worked for was an e-commerce brand that set up websites for large companies such as magazines, influencers, athletes, etc. We would use Gorgias for all of the email integrations we had over 40 stores and email addresses that Gorgias was able to handle capably. The ticket volume we experienced was over one thousand on a given day.

Pros

Tagging- the tagging system was a great way to stay organized.
Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.

Cons

With that said, sometimes integrations would not work and we would have to create a Gmail alias.
Their response time was not that quick to errors.
They did not integrate with platforms such as whiplash or ship station which would have been very useful.

Likelihood to Recommend

It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.

Verified User

Former Employee in Customer Service (11-50 employees)

Vetted Review

2 years of experience

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