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Gorgias
4.6
(504)
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Gorgias Reviews & Product Details

Gorgias Overview
What is Gorgias?

Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.

Company Gorgias Inc.
Year founded 2015
Company size 51-200 employees
Headquarters San Francisco, California, United States
Social Media
Gorgias Categories on Findstack
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Gorgias Product Details
Capabilities
AI
API
Segment
Small Business
Mid Market
Enterprise
Deployment Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone
Support 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support
Training Documentation
Languages English
Gorgias Features
Asset Management
Audit Logs
Automated Routing
Canned Responses
Change Management
Collaboration Tools
Custom Fields
Customer Feedback
Customizable Branding
Email Integration
Escalation Management
Incident Management
Knowledge Base
Live Chat
Macros/Automations
Mobile Access
Multi-channel Communication
Prioritization
Problem Management
Queue Management
Reporting and Analytics
Role-Based Permissions
SLA Management
Self-service Portal
Surveys and Feedback
Task Management
Third-party Integrations
Ticket Management
Time Tracking
User Management
Gorgias Media
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Gorgias Screenshots
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Disclaimer
Our research is curated from diverse authoritative sources and meant to offer general advice. We don’t guarantee that our suggestions will work best for each use-case, so consider your unique needs when choosing products and services. Feel free to share your feedback.
Last updated: April 21, 2025
Gorgias Logo
504 Gorgias Reviews
4.6 out of 5
Small Business (50 or fewer emp.)
Apr 25, 2022
 Source
Overall Rating:
4.5
MS
Miranda S.
Customer Service Representative
Share
"Fun and easy interface"
What do you like best about Gorgias?

I like how easy it is to switch between social media, chats, and phone calls along with the easy access of apps like Shopify and Recharge from the customer's interaction window. I also enjoy how clear and crisp the phone connection continues to be.

What do you dislike about Gorgias?

Adding macros to the repertoire can be somewhat inconvenient and I wish there were music or stimulation for the customers on the phone when I need to put them on hold. They get annoyed with the stark silence.

What problems is Gorgias solving and how is that benefiting you?

A lot of orders and account information changes. I find that my company benefits greatly from using this service because of its ease of use, quick response time of bots in chat and being able to quickly access information for them without issue.

Small Business (50 or fewer emp.)
Apr 22, 2022
 Source
Overall Rating:
4.5
Danielle B. avatar
Danielle B.
Operations Coordinator
Share
"Easy to learn and navigate!"
What do you like best about Gorgias?

I found that Gorgias user experience was extremely easy to learn and found their customer service to be kind and patient with any questions I had. The design of the site was also very aesthetically pleasing!

What do you dislike about Gorgias?

There was not much I did not dislike. There were only a few times when I feel confused on what something meant typically because it was permission that was not given to me.

What problems is Gorgias solving and how is that benefiting you?

The problem that I was solving with Gorgias was the ease that I could respond to our customers, ultimately making me a more productive worker and we found we could respond to more potential customers.

Mid Market (51-1000 emp.)
Apr 21, 2022
 Source
Overall Rating:
4.5
RC
Rebecca C.
Customer Service Phone Support
Share
"Gorgias is Gorgeous!"
What do you like best about Gorgias?

I like how easy it is to move between tickets

What do you dislike about Gorgias?

i haven't really found anything that I dislike yet

What problems is Gorgias solving and how is that benefiting you?

Problems being solved is one database that contains all contact between the business and our customers

Small Business (50 or fewer emp.)
Apr 20, 2022
 Source
Overall Rating:
4.5
TV
Tori V.
Web Designer
Share
"Works Great, Love Automations"
What do you like best about Gorgias?

The automations are really helpful and help cut down on tickets.

What do you dislike about Gorgias?

Rules are overwhelming and the rule library is very small.

What problems is Gorgias solving and how is that benefiting you?

Our customer service team is short this year and Gorgias has helped them to keep up and not get overwhelmed with customer inquiries.

Mid Market (51-1000 emp.)
Apr 20, 2022
 Source
Overall Rating:
4.5
SW
Shannon W.
Customer Support Agent
Share
"A great transition!"
What do you like best about Gorgias?

I love the Shopify integration--it makes customer info readily available. It's also great to be able to see a customer's full ticket history in one place instead of searching for past conversations.

What do you dislike about Gorgias?

Open tickets can be tricky to keep track of at times. I don't receive any notification when a customer has replied or when a ticket has been reopened by a customer.

What problems is Gorgias solving and how is that benefiting you?

Being able to see the entire ticket history for a customer in one place is very helpful. It has decreased the time taken to search for individual conversations.

Mid Market (51-1000 emp.)
Apr 18, 2022
 Source
Overall Rating:
4.5
VL
Vincent L.
Ecommerce Specialist & Designer
Share
"Customer Service of the Future"
What do you like best about Gorgias?

From sales to onboarding everyone was super knowledgeable and helpful. The social integrations and capabilities made it a no-brainer for us.

What do you dislike about Gorgias?

Lack of social features based on how locked-up IG and FB are.

What problems is Gorgias solving and how is that benefiting you?

It has robust reporting so it allows us to see agents activity letting decision-makers direct the teams better. The fact that everything is located within one app to cancel, return or replace orders is awesome.

Small Business (50 or fewer emp.)
Apr 12, 2022
 Source
Overall Rating:
4.5
Maya J. avatar
Maya J.
Freelance Retention Marketing And Brand Experience Consultant
Share
"Makes CS so much more intuitive"
What do you like best about Gorgias?

I love the vast amount of integrations and actions that can be completed via the macros.

What do you dislike about Gorgias?

I don't love the chat function, I wish it had the same AI capabilities as others in the market.

What problems is Gorgias solving and how is that benefiting you?

Community management via Gorgias has been a major game-changer. It's important that CS has access to everywhere customers are asking questions.

Small Business (50 or fewer emp.)
Apr 07, 2022
 Source
Overall Rating:
4.5
KQ
Kylie Q.
Customer Service Advisor
Share
"Quick & Efficient"
What do you like best about Gorgias?

Gorgias has made replying to our customers quicker and easier thanks to the built-in macros and auto-responses by the Gorgias Bot.

What do you dislike about Gorgias?

There are quite a few updates and the intents of the customer's messages can sometimes initiate the incorrect autoresponse

What problems is Gorgias solving and how is that benefiting you?

We use it for all our customer service emails and social media posts

Mid Market (51-1000 emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
MR
Malachi R.
Customer Experience Coordinator
Share
"Experience as a Customer Service Representative"
What do you like best about Gorgias?

I really like the gorgias-shopify/loop integrations. it makes my work so much more efficient!

What do you dislike about Gorgias?

Sometimes there are a lot of errors because Gorgias isn't running properly or updated by the company itself.

What problems is Gorgias solving and how is that benefiting you?

I'm able to quickly help customers with returns and replacement orders! It's also helpful for tracking trends because of the tags.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
Bailey C. avatar
Bailey C.
Wrestling Coach
Share
"Easy to use"
What do you like best about Gorgias?

The interface is simple and easy to use.

What do you dislike about Gorgias?

Finding closed tickets can be hard especially if one was closed accidentally.

What problems is Gorgias solving and how is that benefiting you?

Providing great customer service

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
CW
Carlynn W.
Holistic Wellness Consultant
Share
"Great Platform"
What do you like best about Gorgias?

Easy to use, great customer service, nicely laid out platform

What do you dislike about Gorgias?

Can't unmerge customer accounts and can't merge chats with phone calls or emails

What problems is Gorgias solving and how is that benefiting you?

Membership accounts and communication channels are easy to organize and follow

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
TR
Tiffany R.
Marketing Director
Share
"Great for small team customer service"
What do you like best about Gorgias?

Gorgias makes delegating customer service requests between the marketing and customer service team so easy. We have been able to reduce our outstanding requests significantly!

What do you dislike about Gorgias?

Nothing! We've been really happy with Gorgias so far.

What problems is Gorgias solving and how is that benefiting you?

Helping to send customers who are having issues from social media to the customer service team quickly. We've been able to make the process so much more organized, simple, and better for the customer.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
CB
Chuck B.
Ceo
Share
"Gorgias has been an affordable, huge advantage to our Mythical Customer Care TM"
What do you like best about Gorgias?

Integrates all our customer communication / integration channels (Attentive SMS, FB, Instagram, email, live chat, etc)

What do you dislike about Gorgias?

Wished it had a bit more CRM functionality (ie. add notes to a customer profile without having to create a new ticket).

What problems is Gorgias solving and how is that benefiting you?

Consolidation of all customer communication channels. Ability to track / resolve tickets easily.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
JN
James N.
Brand Manager
Share
"Super streamlined and makes handing enquiries a breeze."
What do you like best about Gorgias?

The best part or most using part of using the Gorgias platform is the Marcos function. We can isolate enquiries as well as respond extremely quickly thanks to machine learning and the use of macros.

What do you dislike about Gorgias?

There's not a lot I don't like about Gorgias... the only thing that I would appreciate it if we could direct enquiries straight to our inbox (email) vs using the platform every time.

What problems is Gorgias solving and how is that benefiting you?

Customer enquiries, opportunities and any feedback about our product and services.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
PC
Patrice C.
Graphic Designer
Share
"Gorgias is great for getting in touch with customers"
What do you like best about Gorgias?

What I find most helpful is that it's really easy to use Gorgias

What do you dislike about Gorgias?

It's really unhelpful when I get a response from a customer and see that they only received the attachment that I sent them, but the words I wrote didn't send.

What problems is Gorgias solving and how is that benefiting you?

I can answer and send emails to customers.

Small Business (50 or fewer emp.)
Apr 05, 2022
 Source
Overall Rating:
4.5
CL
Clarissa L.
Customer Experience Specialist
Share
"Easy to use!"
What do you like best about Gorgias?

I like that they are organized by which channel they come through!

What do you dislike about Gorgias?

It can take a bit for it to sync with Shopify sometimes.

What problems is Gorgias solving and how is that benefiting you?

Have been able to respond in a timely manner to cx. It increases the customer experience!

Small Business (50 or fewer emp.)
Mar 10, 2022
 Source
Overall Rating:
4.5
IM
Irvin M.
Ecommerce Manager
Share
"Gorgias is such an asset for any Shopify Store"
What do you like best about Gorgias?

Gorgias has helped automate and streamline all of our customer touchpoints across e-mail and socials. This has allowed our small team to deal with thousands of e-mails and messages in the most efficient manner. The Shopify integration allows all information to be displayed right in the portal and the majority of issues can be resolved without having to leave the Gorgias portal. We utilize a subscription service and Gorgias integration with it also allows us to manage subscriptions right from the portal.

What do you dislike about Gorgias?

Something I have noticed is that sometimes emails get filtered out by spam detection rules so sometimes tickets are missed entirely and require customers to reach out multiple times. I understand this is WIP and a lot of this can fall in your actual e-mail filters, but just something to note.

What problems is Gorgias solving and how is that benefiting you?

We have a slim team and Gorgias allows us to make more meaningful insights as they are able to see current pain points from e-mail tickets while seeing how customers are reacting in real time on social all in one place.

Small Business (50 or fewer emp.)
Jan 28, 2022
 Source
Overall Rating:
4.5
Dan S. avatar
Dan S.
Chief Operating Officer
Share
"Love it!"
What do you like best about Gorgias?

Gorgias has fantastic UX and wonderfully integrates all of our social platforms.

What do you dislike about Gorgias?

Wish the automation was a little bit easier.

What problems is Gorgias solving and how is that benefiting you?

Helps manage our multiple social media properties in customer support with ease.

Small Business (50 or fewer emp.)
Jan 12, 2022
 Source
Overall Rating:
4.5
NL
Nicole L.
Content & Marketing Manager
Share
"Great Customer Service Helpdesk Tool"
What do you like best about Gorgias?

Gorgias helps us prioritize our customer inquiries and make sure we are getting to them all in a timely manner, and it makes it very easy to assign a customer inquiry to a certain agent.

What do you dislike about Gorgias?

It would be helpful if you could leave notes about certain customers, or if you could store documents within Gorgias. That would make the metas even easier and more intuitive to use.

What problems is Gorgias solving and how is that benefiting you?

We are saving a lot of time by using the metas, rather than having to be going back and forth from email to Hubspot, everything is right at our fingertips when we are emailing with a customer.

Mid Market (51-1000 emp.)
Dec 13, 2021
 Source
Overall Rating:
4.5
Monica K. avatar
Monica K.
Co Founder
Share
"Better than Zendesk"
What do you like best about Gorgias?

Gorgias is a very user-friendly, easy platform to do customer service. Our team is able to manage all our channels through Gorgias which makes it so much easier to keep track of all our interactions iwth our customers.

What do you dislike about Gorgias?

The only thing that has been an issue lately, is the fact that they've been having a glitch where email addresses get disconnected from Gorgias so we have to stay on top of all of our integrations.

What problems is Gorgias solving and how is that benefiting you?

We used to work with Zendesk and when we found Gorgias we realized how much easier it is to have all the customer's information right where their email comes in so you don't have to go searching in 4 different platforms before you can answer

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