# Compare Intercom vs Gorgias 2026 | Capterra > Unsure of what to choose? Check Capterra to compare Intercom and Gorgias based on pricing, features, product details, and verified reviews. Source: https://www.capterra.com/compare/134347-155357/Intercom-vs-Gorgias --- # Intercom vs Gorgias Features and Cost Comparison Last updated March 13th, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/) Your comparison: IntercomGorgias2/4 selected [Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/) [Gorgias](https://www.capterra.com/p/155357/Gorgias/)[4.6 (134)](https://www.capterra.com/p/155357/Gorgias/reviews/) [## Intercom](https://www.capterra.com/p/134347/Intercom/)[4.5 (1,133)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting Price $39.00/month Value-for-Money 4 Functionality 4.4 Ease of Use 4.4 Customer Service 4.3 Reviews Sentiment Based on [1,133 reviews](#user-reviews) Positive 1,023 Neutral 74 Negative 36 [## Gorgias](https://www.capterra.com/p/155357/Gorgias/)[4.6 (134)](https://www.capterra.com/p/155357/Gorgias/reviews/) Starting Price $60.00/month Value-for-Money 4.4 Functionality 4.5 Ease of Use 4.6 Customer Service 4.5 Reviews Sentiment Based on [134 reviews](#user-reviews) Positive 125 Neutral 7 Negative 2 ## Send this comparison chart to my inbox ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. What’s your intended use case? ## Summary * * * Key features rated by users Features selected based on 3,004 reviews from customer service software users. about the Fit Score methodology. Fit Score methodology Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about. If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology 80%Fit High performer Feature ratings CRM 4.3 Support Ticket Management 4.2 Inbox Management 4.5 Live Chat 4.7 Chatbot 4.3 \--%Fit Missing features Feature ratings CRM NA Support Ticket Management 4.6 Inbox Management NA Live Chat 4.4 Chatbot NA User satisfaction User satisfaction 4.5 User reviews[1,133](https://www.capterra.com/p/134347/Intercom/reviews/) Ease of use 4.4 Functionality 4.4 Value for money 4.0 Customer support 4.3 User satisfaction 4.6 User reviews[134](https://www.capterra.com/p/155357/Gorgias/reviews/) Ease of use 4.6 Functionality 4.5 Value for money 4.4 Customer support 4.5 Price starts from Price starts from $39Per User, Per Month - Free version - Free trial Price starts from $60Flat Rate, Per Month - Free version - Free trial Best for Best for Intercom is used by customer service departments, support teams, customer experience managers, and businesses with high-volume customer inquiries. Best for Customer experience, support, and marketing teams of DTC brands selling online with Ecommerce stores built on Shopify, BigCommerce, WooCommerce, Magento, and PrestaShop. ## User reviews Pros & cons DAVIS O. Customer Support Team Lead. > "The live chat is fast and responsive, and the ability to see user activity in real time adds a layer of context that makes support feel proactive..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877432) Rael D. Head of Support > "Our support team has established operating hours, and so if someone works outside of those hours, we don't want to give our customers the..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6873188) CM Christopher M. Content Marketer > "I also like the ability to tag customers who report bugs or request features and send them an update email when we push a release that matches..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084) AZ Anastasia Z. Customer Support Manager > "at the moment there is no solution to register a japanese phone number because of the inflexibility of the provider. why hasn't a new provider..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6852377) GM Gustavo M. Manager > "What I like most about Intercom is its ability to combine multiple customer service, marketing and sales tools into one platform, making direct..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6537958) RG Rafael G. Analyst > "Intercom doesn't offer as many integration options and some of their competitors. Because of that, one has to navigate through several tabs or..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510040) AA Aditya A. Customer Service Representative > "I like the live chat in Intercom, which allows me to respond to customer queries in real time and see their details in one spot." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6780595) AH Anna H. Litigation consulting > "It may be hard to substantiate using if you are a small business considering the cost." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7074823) TA Tim A. Strategic Operations Director > "We see better engagement and quicker resolution times when providers or partners need clarification especially as it relates to dosing guidelines..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6850466) SS Steve S. Customer Service Platform Manager > "We've switched from Zendesk so there a couple of things that Intercom hasn't quite caught up to speed with Zendesk for like nested attributes, a..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6793708) Sofia B. Head of Customer Success > "From transparent, clear pricing to a sleek product that feels native to our app (even though we haven’t fully leveraged it) they are, in my..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496) RM Rick M. Account Manager > "The problem is that Intercom is not interested in providing customer service, so you will only get as far as their knowledge base and what their..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6551924) Victor D. Support, Analyst, QA > "The customisation options, workflows/rules and the integrations truly help to make Intercom your own." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6876294) NW Nolan W. Head of Sales > "As a result, if there isn't an established practice, Support requests can be marked as Spam, which drives down our NPS." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) Marc G. Director > "Fin can handle complex customer queries using natural language, significantly reducing the workload on support teams." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6882349) JL Jason L. software engineer > "the fee for intercom is bit high, for the ai answer, it charge $1 per answer, it's very expensive comparing to other ai tool" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6695223) XB Xenia B. Marketing Manager > "The variety of tools, the easy creation/navigation/use of segments, the customer service and how easy it is to find answers to any questions you..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6845929) DK Deniz K. Senior Manager Customer Care > "It does require a lot of fine tunning to get a report you wish to have and that's very limiting." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146) HR Henrik R. IT and support > "Intercom’s AI functionality is truly impressive — it makes customer interactions smarter and more efficient right out of the box." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224) CC Cyrus C. Creative Content Manager > "Intercom is a very well made tool with lots of capabilities, but we often found it just set us up for failure as our customers would be upset by..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6758748) SE Sean E. Client Services Manager > "It also enables us to use AI to give tailored automatic responses to requests." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011) SE Sean E. Client Services Manager > "It can take quite a long time to get to grips with all the features and to use the software correctly." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843011) AP Aleksandra P. Marketing Specialist > "What I really enjoy about Intercom is that I can reply instantly right on our website, so I don’t have to deal with multiple logins or emails." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6720224) HT Haruki T. Sr. ADR > "While the automation of repetitive tasks is great, the messaging sometimes is a bit off or sounds robotic." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6662231) HR Henrik R. IT and support > "The intuitive interface allows for complex automation without requiring deep technical knowledge, which is a huge plus." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6819224) MA Mark A. CTO > "Email Sales Ninja back pointing out we clearly didn't ask for all the minimum commitments on pay as you go messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) Carrie B. Workforce Analyst > "Intercom was easy to navigate from the end user standpoint, and it was easy overall to monitor from the WFM RTA perspective." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7078878) MA Mark A. CTO > "Changing support systems is hard, so think long and hard if you're willing to deal with a commission obsessed sales team." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) SB Samuel B. CTO > "It allows us to automate personalized messages, making our interactions feel more human while saving time." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6510694) VD Veronica D. Administrator > "One thing I dont like much is the fact that you cant block team mates from closing messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6763493) IW Isla W. Customer Support Lead > "It really helps our team stay organised and respond faster." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7129060) VR Verified Reviewer Software QA Manager > "It can also double up on some things like support ticket tracking and then doesn't play well with other software if you are already migrated into..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5048752) DK Deniz K. Senior Manager Customer Care > "Love Intercom, apart from the reports the ease to optimise Fin, help articles and workflows is great." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6879146) AS Arjan S. CEO > "I feel its a bit too expensive for early stage companies although they offer a generous discount." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6593194) SON Sheila Olivia N. International Relations Officer > "I like the AI FIN module which is faster in processing resolutions to customers and also the pricing of intercom is easier" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6446602) MA Mark A. CTO > "Working with the sales team is like walking onto a used car lot in a shady part of town." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) MA Marie A. Customer Support Agent > "The intercom has enabled us to manage more customer conversations better." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6843215) VR Verified Reviewer Support manager > "The support is very low quality during emergency situations, so it is not a dependable tool for teams offering live customer support." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5072804) JM Joseph M. Customer Concierge > "Messaging is very secured that only the intended recipients can open the messages." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___7014862) SG Shawn G. Manager, Digital Customer Experience > "First response time = Avg Wait, Response Time = Avg Hold, Time to Close = Handle Time). Once you start working with multiple Teams, the..." [See full review](https://www.capterra.com/p/134347/Intercom/#SoftwareAdvice___4848472) Pedro A. Marketing & Growth Ops > "Live chat & Chatbot features to do both support and automations (And the use of AI);- Help / Q&A Forums with all the questions and answers our..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5073115) IR Igor R. Customer Success Team Leader > "Additionally, the UI lacks coherence, for instance, the dark mode is only available in the inbox and not in other sections." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) AB Angelica B. University Intern > "A strong platform for consumer communication, Intercom has a lot of functions. Because of its real-time chat capabilities, businesses can interact..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) Joseph P. Marketing Manager > "Can be a bit pricey when you have a very small team" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6493819) CM Christopher M. Content Marketer > "I like the ability to save standard messages for various repeated support chats." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6809084) EA Elise A. Patient Navigator > "Another downside is how overwhelming and difficult it can be to begin using." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6570892) MV Magdalena V. Consultant > "Knowledge base is easy to search in and content can be made in engaging manner, meaning your customer support specialists will have time to..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6365807) AB Angelica B. University Intern > "Furthermore, setting up and modifying some complex features could call for technical know-how or support, which could be difficult for individuals..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) JM Jessica M. Customer Service > "Intercom has been an indispensable tool for managing our customer relationships and helping them grow." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928) VR Verified Reviewer Software Engineer > "However, they can work on improving their customer service, as when I got stuck in installation/setup, their replies to the tickets were quite..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4366983) NW Nolan W. Head of Sales > "It solves the main need of our business, which is to provide continued and fast support for our users." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) TA Tahsim A. Engineering lead > "Intercom's functionalities are limited to Live Support and fall behind on other forms of Support and Help Center." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4838766) EG Emma G. Head of Implementation > "Intercom has allowed us to provide best in class support to our customers with ease." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6772788) AM Allison M. Director of Training > "Pricing structure is very challenging to understand." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6431171) Lillian G. Human Resources Generalist > "Streamlining the process of submitting and responding to tickets, and developing automated tools to streamline and simplify our daily lives." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4962721) DM Dale M. Head of Product > "Features are gated in a way that means you can't make a gradual increase as your customer base grows." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313) Rahul B. Cofounder/CTO > "Intercom is a comprehensive suite of all applications you would need for support management, from live chat to help desk and ticket management." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4987732) DC David C. Vice President > "It is quite expensive very others competitors out there" [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6539563) AB Angelica B. University Intern > "The strong analytics capabilities of Intercom enable data-driven decision-making by offering priceless insights into customer behavior." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) DM Dale M. Head of Product > "Basic functionality is very expensive and we just can't justify the amount when there are other tools on the market with better functionality at..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5026313) JM Jessica M. Customer Service > "It has allowed us to build a more personalized and engaging experience for our customers." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6637928) AW Allison W. Head of Customer Success > "The Jira integration doesn't give enough visibility into what's happening in Jira as well." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6220986) TB Thomas B. CEO > "Furthermore, the ability to add-on features and functionality, such as WhatsApp integrate, was great to allow us to customize what we needed for..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4863167) VR Verified Reviewer Associate Product Manager > "They recently increased the pricing very much right now. While the product is great, the price isn't a great fit for SMBs and midmarket companies." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6190648) Sofia B. Head of Customer Success > "Their AI tools and help center features are excellent, and everything feels incredibly intuitive." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6877496) IR Igor R. Customer Success Team Leader > "Most of the functions seem to be minimal viable products (MVPs) rather than full-fledged features." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) MV Magdalena V. Consultant > "Real-time communication and delivering personalised customer interactions are unbeatable." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6365807) Dylan C. Software Developer > "The main issue we had with Intercom was that the pricing was a little steep, especially as a small business." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6087601) SE Serena E. Customer Support Manager > "I love the rephrase AI options on conversations." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6865397) Emma B. Senior Director Product Marketing > "In addition to the holdup, additional issues have slowed down the operation of the customer support team." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4979129) MH Michelle H. Senior Project Manager > "Using Intercom to log all of our communications has allowed us to work more efficiently, which has allowed us to serve our customers better." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6008102) IR Igor R. Customer Success Team Leader > "Specifically, the customer engagement options are either limited or not functioning properly." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6075243) VR Verified Reviewer CTO and General Manager > "Intercom has a ton of features that go from a simple chat bubble to interact with your users, to email marketing tools and AI bots." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6033702) VR Verified Reviewer CEO > "You need to pay for many features (in our case Survey add-on) and even then, they don't give you a full feature that you paid for but a limited..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___3725865) NW Nolan W. Head of Sales > "It's incredibly easy to integrate directly into our product, and customers love and cite our rapid response time as one of the best features of..." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6689391) AB Angelica B. University Intern > "The price has been criticized by some customers as being too exorbitant in comparison to other options." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___4832803) VR Verified Reviewer Patient Care Advocate > "The AI co-pilot is also very handy making us handle fewer chats." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6632707) VR Verified Reviewer Support manager > "During major outages, which are far from uncommon, it is impossible to reach anyone." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___5072804) VR Verified Reviewer Director > "Its seamless integration with our CRM and various tools positions it as a central hub for all our customer communication needs." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6024164) MA Mark A. CTO > "Me: Hey, you sent the wrong thing." [See full review](https://www.capterra.com/p/134347/Intercom/#Capterra___6795856) [View Reviews](https://www.capterra.com/p/134347/Intercom/reviews/) FA Frank A. Head of Digital > "The pricing model fits a collaborative business environment, because charging per ticket instead of per user allowed nearly everyone in our..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440) FA Frank A. Head of Digital > "Phone‑number porting during setup was also stressful, though that seemed more related to carriers than Gorgias." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440) FA Frank A. Head of Digital > "Its ecosystem of integrations has also been excellent for us, with ChannelReply filling the marketplace‑support gap perfectly, our reviews..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440) VR Verified Reviewer Sr Manager, Digital Marketing > "The rules builder can get complicated fast if you're running a lot of automations." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7128752) FA Frank A. Head of Digital > "The Help Center and forms features, while not the most advanced, have been solid and reliable, and Gorgias continues to improve at an..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440) VR Verified Reviewer Chief of Staff > "For instance, you can't save a filtered view of the inbox to default to showing the oldest email first." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6663983) JL Jared L. HR Manager > "It offers powerful automation tools, including rule-based responses and AI-driven suggestions, which help reduce response times." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6678235) VR Verified Reviewer Chief of Staff > "Somewhat simple processes seem to be missing over much more complicated or much more detail oriented features being available." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6663983) JN Joshua N. Application Specialist > "It also assists with our conversion as we utilise the live chat to help assist customers as soon as possible to help them make a more..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6356148) LA Louis A. Operations Analyst Project Manager > "They should be much more open about that upfront. If you are using BigCommerce, you will not be able to take advantage of many of the..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6403690) FA Frank A. Head of Digital > "It turned a previously fragmented communication setup into one organized workflow that’s much easier to stay on top of." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440) SB Stephany B. Customer Support Manager > "Sometimes it can be a little difficult to change automation features if you do not have prior training." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6595890) VR Verified Reviewer Chief of Staff > "There are definitely a lot of features that can benefit either the CSR or the managing team to monitor/measure KPIs though some more basic..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6663983) HS Hope S. Customer support > "Just the limited customization, and the interface is a bit overwhelming ." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6768004) CB Candace B. Operations Manager > "I love being able to merge tickets, see ticket status and get a CSAT score quickly from our customers." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6786499) AR Albert R. Customer Service Expert > "The last few updates came with some UI changes that felt cluttered and unnecessary." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6784580) JL Jared L. HR Manager > "It's a solid choice for businesses that need to manage a high volume of customer inquiries efficiently, though it's not always the easiest or..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6678235) FM Freyxa M. CUSTOMER ASSOCIATE TRAINER > "But I don't like about this is that because of the same time that everything is on the same place is not really clear where everything is..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6765266) RW Ryan W. System Admin > "Also allows us to delegate work more evenly across our customer service agents." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6626320) OY Ozgur Y. E-com Man > "We were billed for $540 for nothing we used and now required to pay it." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6674751) RW Ryan W. System Admin > "Overall, it has helped speed up our response times and distribute work evenly among our workers." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6626320) LA Louis A. Operations Analyst Project Manager > "After launch, support can only be described as inconsistent, but consistently incompetent." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6403690) Saskia M. Senior Director Sales Marketing > "With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___5011650) OY Ozgur Y. E-com Man > "Awful CS, wrong guidance and scam." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6674751) Saskia M. Senior Director Sales Marketing > "A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___5011650) LG Latoya G. Customer support agent > "My least favourite is the when I close a ticket I immediately go to another one and it could be a ticket someone is assigned to, also if I'm..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3503583) CB Candace B. Operations Manager > "I'm always able to get a response from their team & they are constantly rolling out new updates." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6786499) KF Kenneth F. Accounting > "Moreover, the user interface is not particularly intuitive and can be quite difficult to navigate." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4634604) RR Rodrigo R. Admin > "Easy set up and the navigation for the customer on multiple shops platform" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6739547) IH Ingrid H. Sales > "closing tickets is more complicated than other providers" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3815639) Sai R. Client Project Manager > "Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process!" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4895360) VR Verified Reviewer Head of Customer Experience > "Also, our returns integration is not the best for the team to be able to easily figure out the information, wish there was a better way that..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735217) FM Freyxa M. CUSTOMER ASSOCIATE TRAINER > "My whole experience has been Fair, many things can be used for friendly even though some things can be just better" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6765266) Jessica S. Marketing > "We. will say we disliked their chat feature and we opt to only use their help desk/ticket management. " [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3172243) JP Juliette P. CEO > "The customer success team is very pleased with Gorgias: they just need to have one window open rather than 10 and it helps them prioritize..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6007458) AM Adrienne M. Online & Marketing Manager > "Unfortunately we did have some issues with email forwarding which the tech team weren't able to help find the cause so there were some..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2763824) VR Verified Reviewer Software Engineer > "I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4383108) MV Mark V. Customer Experience Lead > "Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2744232) AR Albert R. Customer Service Expert > "Overall, Gorgias has been our main ticketing platform and has been very reliable." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6784580) MV Mark V. Customer Experience Lead > "I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2744232) RW Ryan W. System Admin > "It was quick to setup and get running at a reasonable price point." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6626320) AB Adam B. Systems Administrator > "Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735084) RR Rodrigo R. Admin > "the overall experience was good, easy set up, navigation, good support" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6739547) CB Claire B. Senior Ecommerce Manager > "It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2741437) LG Luke G. Head of Ecommerce > "Onboarding was really easy and migrating our old tickets over was effortless." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6188411) Kemal A. Costumer Service > "Sometimes there are users that have bug where their eyes are on every ticket they have opened." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2425725) Eszter D. Marketing manager > "Although our website is not built on one of the major platforms that Gorgias integrates with we are still able to implement it and centralize..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3116785) TR Trevor R. COO > "Some channels are also not compatible to be merged, so they must remain separate." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735336) DE Djedji E. Agent > "It is the best collaboration software for me." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6002733) MV Mark V. Customer Experience Lead > "Their engineering team is having issues keeping up with the many bugs the system has." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2744232) MyY Muhammad yaseen Y. Saleman > "That allow you to work efficiently and organized and make it exactly what you need." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4123008) MO Maria O. Customer service department manager > "There's a lot of updates and it tends to interrupt the workflow sometimes." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2744226) JR Joanna R. Owner > "I love how it gives you customer information straight from Shopify." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4245141) MV Mark V. Customer Experience Lead > "It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2744232) Amanda R. Owner > "It contains multiple systems in one place, allowing me to optimize customer service and save time." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3035262) NM Nicole M. Community Manager > "There is no good way to mass email customers and it's such a pain point." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735164) Sigmund D. Senior Workforce Analyst > "Ease of use across multiple channels from social media to your own websites" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3644477) AB Adam B. Systems Administrator > "That being said the interface and menu system is cluttery." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735084) RL Rebecca L. Dance Teacher / CS Rep > "It also made bringing new people onto the platform quick" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___4243920) AB Adam B. Systems Administrator > "I do not use the product daily or in the same way our customer service team does..." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2735084) CC Connor C. Owner > "I love the ability to write canned responses that contain dynamic variables that pertain to each customer." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3316088) Pranav S. Founder > "Not good for scaled offshore customer service teams" [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2737424) IH Ingrid H. Sales > "it took a little time to get used to it, but now that I am more knowledgable it works well enough." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3815639) MC Melissa C. Senior Community Manager > "It's not the best experience on the customer's end." [See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2737489) [View Reviews](https://www.capterra.com/p/155357/Gorgias/reviews/) ## User interface 4.50 (1,133) [Gorgias](https://www.capterra.com/p/155357/Gorgias/) 4.64 (134) ## Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ### Features Do these products fit your needs? Prioritize real-user-identified key features according to your needs to find your best fit. \--% Fit vs \--% Fit AI Copilot 207 Important Alerts/Escalation 150 Important API 120 Important Intercom Top features 25/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/134347/Intercom/#features) Gorgias 15/38 - AI Copilot - Alerts/Escalation - API - Automated Routing - Autoresponders - Call Center Management - Chatbot - Collaboration Tools - Conversation Intelligence - CRM - Customer Portal - Customizable Fields - Dashboard - Data Security - Email Management - Gamification - Generative AI - Inbox Management - Interaction Tracking - IVR - Key Performance Indicators - Knowledge Base Management - Language Detection - Live Chat - Mobile Access - Multi-Channel Communication - Multiple Data Sources - Predictive Analytics - Queue Management - Real-Time Monitoring - Reporting & Statistics - Service Level Agreement (SLA) Management - Support Ticket Management - Surveys & Feedback - Task Automation - Third-Party Integrations - Video Chat - Voice Recognition [See all features](https://www.capterra.com/p/155357/Gorgias/#features) ### Recognition No recognitions have been awarded to Intercom Gorgias is recognized as a top-rated tool in 3 Capterra Shortlist reports ### Deployment & support Intercom Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Gorgias Deployment - Cloud, SaaS, Web-Based - Desktop Mac - Desktop Windows - Desktop Linux - On-Premise Windows - On-Premise Linux - Desktop Chromebook - Mobile Android - Mobile iPhone - Mobile iPad Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos ### Company Details Intercom - By Fin - Located in United States - Founded in 2011 Gorgias - By Gorgias - Located in United States - Founded in 2015 ## 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