# Compare Gorgias vs HelpDesk 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare HelpDesk and Gorgias based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/155357-185973/Gorgias-vs-HelpDesk

---

# HelpDesk vs Gorgias Features and Cost Comparison

Last updated April 1st, 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:

HelpDeskGorgias2/4 selected

[HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (179)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

[Gorgias](https://www.capterra.com/p/155357/Gorgias/)[4.6 (133)](https://www.capterra.com/p/155357/Gorgias/reviews/)

[## HelpDesk](https://www.capterra.com/p/185973/HelpDesk/)[4.6 (179)](https://www.capterra.com/p/185973/HelpDesk/reviews/)

Starting Price

$29.00/month

Value-for-Money

4.4

Functionality

4.4

Ease of Use

4.7

Customer Service

4.5

Reviews Sentiment

Based on [179 reviews](#user-reviews)

Positive

163

Neutral

12

Negative

4

[## Gorgias](https://www.capterra.com/p/155357/Gorgias/)[4.6 (133)](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 [133 reviews](#user-reviews)

Positive

124

Neutral

7

Negative

2

What’s your intended use case?

## Summary

* * *

Key features rated by users

Features selected based on 2,933 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

77%Fit

High performer

Feature ratings

CRM

2.5

Support Ticket Management

4.6

Chatbot

4.8

Live Chat

4.6

Inbox Management

4.5

\--%Fit

Missing features

Feature ratings

CRM

NA

Support Ticket Management

4.6

Chatbot

NA

Live Chat

4.4

Inbox Management

NA

User satisfaction

User satisfaction

4.6

User reviews[179](https://www.capterra.com/p/185973/HelpDesk/reviews/)

Ease of use

4.7

Functionality

4.4

Value for money

4.4

Customer support

4.5

User satisfaction

4.6

User reviews[133](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

$29Per User, Per Month

-   Free version
-   Free trial

Price starts from

$60Flat Rate, Per Month

-   Free version
-   Free trial

Best for

Best for

From bootstrapped startups to global enterprises, HelpDesk is suitable for all companies, regardless of their size or industry.

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

EM

Emmanuel M.

Online Evangelism Innovator

> "It's helpful that it integrates with Livechat and Chatbot services well, and allows us to track multiple sources of contacts so that..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

NS

Neel S.

Ceo

> "There refund policy, terms and service and customer support is complete scam they had blocked my account in trial period but they still..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7114634)

AT

Annette T.

Relationships Manager

> "It allows me to help my customers immediately when they are struggling, if we are online. If we are not it allows them to message us..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6796822)

PB

Paul B.

Customer Support Manager

> "Coming from LiveChat tickets, HelpDesk failed to tell that spam folders in LiveChat cannot be imported, while migrating to HelpDesk, and..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6764853)

RH

Ron H.

Client Relationship Management

> "It allows me to streamline my workflow and incorporate it seamlessly into my other applications (HubSpot, etc.)."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233)

DB

Dimitri B.

gggg

> "At times, the system felt a bit limited in terms of customization and reporting features."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207)

LP

Lebohang P.

helpdesk support

> "i like working in a helpdesk environment because it allows me to assist people directly and solve problems in real time."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7096441)

CL

Cece L.

Program Coordinator

> "The difference between HelpDesk and LiveChat is confusing to me and their being two separate sites feels redundant and unnecessary -..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661)

Noemi J.

Senior Risk and Fraud Specialist

> "I like the option to create canned templates and I love the read receipts, it helps a lot knowing the recipient opened the email."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6876290)

GO

Gustavo O.

Customer Engagement Manager

> "Many relevant emails are ending up in the SPAM folder, which is very disruptive."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806)

BL

Bruna L.

Analyst support

> "The platform is easy to use, helps keep customer interactions organized, and improves response efficiency. While there are some areas..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713)

DL

David L.

Graphic Designer

> "We did have an issue with our Outlook rejecting the notices when people left messages."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

MC

Mouatez C.

Customer Support Specialist

> "The notification system is reliable, and the automation features save a lot of time in daily workflows."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7055511)

UN

Unatji N.

Live Chat Agent

> "Slow and lagging, the website can lag at times when logging a ticket, the issue would be a ticket logged but disappeared."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6829075)

KM

Kimberley M.

Intake Clinician

> "It has been very helpful in being able to follow client issues and concerns, and in helping me to make sure that my work is efficient."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407)

VR

Verified Reviewer

Tech Support Specialist

> "I didnt like the fact the embeded ticket form does not allow to upload images or files straight out of the box."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780)

CL

Cece L.

Program Coordinator

> "I find that the most useful features are chatting in real time and collecting info, like email, to use in follow-ups if we are unable to..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6789661)

DP

Daniel P.

Sales

> "Essentially, the archive function in HelpDesk is useless and the ticket should go into the actually LiveChat archives."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136)

DB

Dimitri B.

gggg

> "It’s a reliable platform that simplifies ticket management and communication with customers."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020207)

JB

Jonny B.

Application Specialist

> "It can also be buggy on both the application and web app such as being unable to type into the textbox after trying to tag another agent..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397)

KM

Kimberley M.

Intake Clinician

> "I very much appreciate the ability to follow tickets and search for names and issues. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7048407)

DP

Daniel P.

Sales

> "One other thing that I do not like about the help desk is that there is no option to download the ticket to send to an email."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6828136)

AS

Adam S.

Founder

> "The feature I like the most that influenced me to choose HelpDesk is the ability to integrate it with a plethora of different platforms..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900)

JB

Jonny B.

Application Specialist

> "It's lacking some basic features of a ticketing system such as sorting a list or controlling default ticket status actions."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6531397)

JG

Joey G.

Field Service Technician Technical Support

> "It gives me the availability to have customer support when no one is available and we can reach back out to insure our customer is..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719779)

ER

Erika R.

Customer Support Agent

> "I do not receive the notification of the new live chats in the queue."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7025073)

DL

David L.

Graphic Designer

> "Managing tickets is straightforward, and assigning them to the right team member takes just a few clicks."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

RA

Robiulawal A.

Assistant Manager- Customer Support

> "User interface is bit sluggish, not much customization option in analytics."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6842896)

NJ

Natalia J.

Chatbot Designer

> "The HD system functions correctly and reliably, fulfilling all of its basic purposes; it is intuitive, well-organized, and easy to..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6877089)

MW

Melissa W.

Administrator

> "that is had an issue in the first place, i couldnt make my product work on my website so had to request a cancellation"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318)

TF

Tamara F.

Director of Customer Support and Logistics

> "The other features of this product are only useful for large organizations with many team members and/or departments. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6805672)

TB

Tim B.

Director

> "I can't count the number of other vendors who stick random people behind their chat and phone support who know nothing about the product..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522)

TW

Travis W.

IT specialist

> "I am new to any ticketing system but this one seems to do everything I require from this type of system."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7065611)

MW

Melissa W.

Administrator

> "wish i could of made it work because its hard to find companies that are reponsive to your needs which in this day and age isnt easy to..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6883318)

MM

Myrel M.

Customer service agent

> "The platform is intuitive and easy to navigate, making it simple to request assistance whenever I encounter any issues or have questions."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020188)

AR

Adriana R.

Customer Service rep

> "Like if there are too many chats or emails to handle."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004221)

LN

Larry N.

Customer Service Coordinator

> "Our customers are getting rapid responses to their questions and we're directing their requests to the correct resource, and it's all..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6719565)

BM

Blair M.

National Sales Operations Manager

> "I do not like when we have blocked a spam email from sending us HelpDesk tickets, and they still come through."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584)

AS

Amos S.

Customer support agent

> "I really enjoy doing the tickets because it showes you where the email starts if the player replyed to the email from the biggening"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6726276)

SV

Sarah V.

Benefits and Payroll Administrator

> "You cannot copy and paste screenshots or snips."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6580945)

DL

David L.

Graphic Designer

> "What I like best about HelpDesk is the browser interface."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7111155)

KD

Kingsley D.

Customer service

> "The requester's name and email are a little confusing."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6768736)

AS

Adam S.

Founder

> "At this stage of growing our company, we are focused on streamlining our workflow and optimizing the usage of the resources we have."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6343900)

BM

Blair M.

National Sales Operations Manager

> "We request to block the email again, and the system tells us they are already blocked."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6530584)

VR

Verified Reviewer

Tech Support Specialist

> "Excellent, all tickets are now tracked, managed and resolved while giving me a clear complete picture of their status."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6868780)

CG

Cindy G.

Customer Service Supervisor

> "Setting up HelpDesk was not as easy as it sounded. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505)

TB

Tim B.

Director

> "They also have a free trial, which was very helpful in letting us get our teams into the platform to figure out if the software was..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6536522)

MTV

Ma.Theresa V.

Analyst

> "Occasional lack of proactive follow-up"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011230)

RM

RUBEN M.

Product Owner

> "In overall Helpdesk is a good option for a mid size company and above. If you have a small size company find another solution."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

TA

Tristan A.

Chief Executive Officer

> "Development launches from helpdesk side seem quite slow as well."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6498406)

RM

RUBEN M.

Product Owner

> "Is a complete tool to manage your tickets from al your departments:"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

RM

RUBEN M.

Product Owner

> "It is a little pricey"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7011032)

AH

Amelia H.

Guest Relations Supervisor

> "It comes in handy and works well overall for our needs. If there was an app for android devices, that would help our management team..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6681959)

BN

Bernardo N.

analyst

> "at the beginning was a little confusing use the "merge" option"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6558771)

EM

Emmanuel M.

Online Evangelism Innovator

> "I appreciate the HelpDesk system, because it is competitive with features and and pricing to other similar services."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

Jessica B.

Account Manager

> "It can be kind of slow, and harder to train people on."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6425758)

IV

Ivan V.

Customer Success Representative

> "Team collaboration is also pretty good, it’s easy to assign tickets to each other."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7042329)

NC

Nick C.

Director of Support and Technology

> "We came from using Netsuite which was a nightmare. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6651059)

JH

Justine H.

Executive Assistant

> "My experience has been very positive, as it has helped both myself and my team work more efficiently together to resolve customer issues."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7013716)

NH

Neal H.

Product Manager Industrial Controls

> "Your ticket number means nothing to me. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6750193)

CG

Cindy G.

Customer Service Supervisor

> "This feature does have added value but not as much as I would have anticipated. "

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7079505)

RK

Rudy K.

Manager

> "Now that the pricing schema has changed, we are much less happy because we have to pay for LiveChat which we only use as user interface..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4328145)

GO

Gustavo O.

Customer Engagement Manager

> "The platform has a simple and intuitive look."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806)

JW

James W.

Founder

> "We didn't use the service and forgot it was active."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

GO

Gustavo O.

Customer Engagement Manager

> "Following up on emails is very clear and straightforward."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7020806)

KW

Katarzyna W.

Technical Support Specialist

> "Sometimes I had issues finding the right settings (I was expecting them to be in different places than I've found them), but that's a..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___4619613)

BL

Bruna L.

Analyst support

> "What I liked most about HelpDesk was its intuitive interface and ease of use."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7115713)

JW

James W.

Founder

> "Absolute scam."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

RH

Ron H.

Client Relationship Management

> "I love the fact that it tracks all of the traffic in a concise, easy-to-read format."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6821233)

JW

James W.

Founder

> "Awful."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6135756)

AJ

Alan J.

Consumer Products and Marketing Manager

> "We are happy with the Livechat, it has given our customers a way to ask us immediate questions and us be able to support them in real..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___5060132)

WM

Wayne M.

President/CEO

> "Very disappointed as I have an integration with LiveChat but HelpDesk is separate for some reason in Shopify and they are the same..."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#GetApp___3408922)

TN

Thandeka N.

Chat Agent

> "Everything is arranged very well so I can easily tell apart my open tickets or my coworkers' ."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6690562)

JE

Javier E.

CTO

> "Our main goal is not to have customer support but we know that's nearly impossible."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3343621)

SS

Sophia S.

Customer Success Representative

> "The archive feature is super handy as well."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7004301)

LS

Lianne S.

Virtual Assistant

> "The automated responses also become part of the ticket thread, which makes the threads long and cumbersome."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2740290)

ZB

Zuko B.

Customer Service

> "Easy to assist my casino players and easy Macros that IU used to assist easily and fast."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___6776114)

NN

Nandy N.

Administrative Assistant

> "Customers may find it too impersonal."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___3004115)

EM

Emmanuel M.

Online Evangelism Innovator

> "We are looking forward to the features that have not carried over to the new version to be added again!"

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___7012327)

Anna O.

Head of Growth

> "Pricing is a bit high, so there is a possibility that startups and small companies won’t be able to afford this tool."

[See full review](https://www.capterra.com/p/185973/HelpDesk/#Capterra___2292842)

[View Reviews](https://www.capterra.com/p/185973/HelpDesk/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 and..."

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___7116440)

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)

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)

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 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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

OY

Ozgur Y.

E-com Man

> "Awful CS, wrong guidance and scam."

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6674751)

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)

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)

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)

IH

Ingrid H.

Sales

> "closing tickets is more complicated than other providers"

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___3815639)

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)

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)

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)

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)

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)

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)

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)

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)

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 the..."

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6007458)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

DE

Djedji E.

Agent

> "It is the best collaboration software for me."

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___6002733)

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)

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)

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)

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)

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)

RP

Ria P.

Social Media Coordinator

> "What I like most about Gorgias is how much you can customize the inbox and create filters for your needs."

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2842256)

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)

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)

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)

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)

Pranav S.

Founder

> "Not good for scaled offshore customer service teams"

[See full review](https://www.capterra.com/p/155357/Gorgias/#Capterra___2737424)

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)

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

4.56 (179)

[Gorgias](https://www.capterra.com/p/155357/Gorgias/)

4.64 (133)

## 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

HelpDesk

Top features

31/38

-   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/185973/HelpDesk/#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 HelpDesk

No recognitions have been awarded to Gorgias

### Deployment & support

HelpDesk

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

HelpDesk

-   By Text
-   Located in United States
-   Founded in 2002

Gorgias

-   By Gorgias
-   Located in United States
-   Founded in 2015

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