# Gorgias Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Gorgias the right Customer Service solution for you? Explore 134 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/155357/Gorgias/reviews --- Gorgias 4.6 (134) [View alternatives](https://www.capterra.com/p/155357/Gorgias/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated June 3rd, 2026 # Reviews of Gorgias Ease of use 4.6 Customer Service 4.5 ## Pros and Cons in Reviews FA Frank A Head of DigitalBusiness Supplies and Equipment, 11 - 50 employeesUsed the software for: More than 2 years. “The pricing model fits a collaborative business environment, because charging per ticket instead of per user allowed nearly everyone in our company to use it freely without worrying about seat limits, which massively streamlined cross‑team communication.“ March 21, 2026 FA Frank A Head of DigitalBusiness Supplies and Equipment, 11 - 50 employeesUsed the software for: More than 2 years. “Phone‑number porting during setup was also stressful, though that seemed more related to carriers than Gorgias.“ March 21, 2026 FA Frank A Head of DigitalBusiness Supplies and Equipment, 11 - 50 employeesUsed the software for: More than 2 years. “Its ecosystem of integrations has also been excellent for us, with ChannelReply filling the marketplace‑support gap perfectly, our reviews and Q&A platform integrating cleanly into the interface, and the native ecommerce sidebar giving us quick access to customer orders and refunds.“ March 21, 2026 DY Darren Y Sr Manager, Digital MarketingMarketing and Advertising, 11 - 50 employeesUsed the software for: More than 2 years. “The rules builder can get complicated fast if you're running a lot of automations.“ April 10, 2026 FA Frank A Head of DigitalBusiness Supplies and Equipment, 11 - 50 employeesUsed the software for: More than 2 years. “The Help Center and forms features, while not the most advanced, have been solid and reliable, and Gorgias continues to improve at an unusually fast pace — new updates seem to arrive every couple of weeks.“ March 21, 2026 Daniel L Chief of StaffConsumer Goods, 2 - 10 employeesUsed the software for: 1-2 years. “For instance, you can't save a filtered view of the inbox to default to showing the oldest email first.“ January 21, 2025 JL Jared L HR ManagerApparel & Fashion, 51 - 200 employeesUsed the software for: Less than 6 months. “It offers powerful automation tools, including rule-based responses and AI-driven suggestions, which help reduce response times.“ February 4, 2025 Daniel L Chief of StaffConsumer Goods, 2 - 10 employeesUsed the software for: 1-2 years. “Somewhat simple processes seem to be missing over much more complicated or much more detail oriented features being available.“ January 21, 2025 ## Showing most helpful reviews Showing 1-25 of 134 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Eszter D. Marketing manager Automotive Used the software for: 6-12 months ### "Best help desk, highly customizable, reasonable price " September 28, 2021 5.0 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 all our messages, make it easy for our team to communicate, assign team members and deal with cases based on priority. Also, Gorgias pricing is based on how many tickets you use a month so it adapts to the ever-changing business needs. Pros We were looking for a helpdesk tool to make our customer service team more efficient by centralizing all communication channels into one (email, live chat, social media). Gorgias offers it all! Highly customizable dashboard, they even offer a 5 day free trial and if you re not satisfied after the first month, they refund you the money! Their customer service team is very helpful and knowledgeable. Cons It would be nice if they offered phone support and more e-commerce integrations. Reason for choosing Gorgias Gorgias offers better, more flexible pricing and the user interface is easier to use. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Zendesk only offers set pricing based on the number of users. Review Source FA Frank A. Head of Digital Business Supplies and Equipment Used the software for: 2+ years ### "Excellent Collaboration & Feature Velocity, Some Platform Bias" March 21, 2026 5.0 It turned a previously fragmented communication setup into one organized workflow that’s much easier to stay on top of. Before Gorgias, we were juggling separate marketplace dashboards for different regions, a shared email inbox, a standalone chat client, and a regular phone line, which made it difficult to keep track of what actually needed attention first. Once everything began flowing in as tickets, we could use Shared Views to sort and prioritize conversations properly, which helped us focus on the most time‑sensitive or business‑critical issues instead of bouncing between tools. Being able to tag the right people directly inside a ticket also cut down on the old cycle of forwarding emails and piecing together context from multiple places. Apart from the initial phone‑number‑porting hiccup, the system has been reliable, easy to adapt as our processes changed, and has become a central part of how we manage communication day to day. Pros The pricing model fits a collaborative business environment, because charging per ticket instead of per user allowed nearly everyone in our company to use it freely without worrying about seat limits, which massively streamlined cross‑team communication. Its ecosystem of integrations has also been excellent for us, with ChannelReply filling the marketplace‑support gap perfectly, our reviews and Q&A platform integrating cleanly into the interface, and the native ecommerce sidebar giving us quick access to customer orders and refunds. The Help Center and forms features, while not the most advanced, have been solid and reliable, and Gorgias continues to improve at an unusually fast pace — new updates seem to arrive every couple of weeks. Features like sentiment‑based auto‑tagging, customizable ticket fields, AI‑generated ticket summaries, phone transcription, and the much‑improved multi‑level IVR with natural‑sounding text‑to‑speech have all had real practical value. What I also appreciate is that the subscription price hasn’t increased despite all these additions, which makes the platform feel like it keeps getting better without becoming more expensive. Cons Their marketing and product announcements are overwhelmingly Shopify‑focused, which becomes frustrating when many promoted features turn out to be Shopify‑only despite Gorgias supporting multiple platforms. The AI Agent follows the same pattern, offering full functionality only for Shopify and requiring an awkward email‑per‑store setup that doesn’t fit every business. Ticket management could also be smoother, since merged tickets cannot be unmerged and sometimes the merge option doesn’t appear when needed. Another recurring issue we’ve experienced is how Gorgias handles email suppression: if an internal email address happens to bounce somewhere along the chain, the system may start treating that address as invalid, and the affected employee cannot be tagged in tickets until support removes the suppression manually. This has happened a handful of times over the years, and while support usually fixes it within a day, a recent incident took almost three weeks to resolve, creating real inconvenience for us. Phone‑number porting during setup was also stressful, though that seemed more related to carriers than Gorgias. Finally, some features bundled into the AI Agent module feel uneven in usefulness; Flows is genuinely helpful for automating things like order tracking or returns, while Article Recommendations only works well for very short help center articles. Alternatives considered [LiveChat](https://www.capterra.com/p/62194/LiveChat/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gorgias I considered both LiveChat and Zendesk, but their per‑user pricing models made them a poor fit for how I want our team to operate. I strongly prefer platforms that don’t charge per seat, because it avoids constant internal debates about who should have access and lets everyone who needs to collaborate jump into the system without hesitation. Since Gorgias charges per ticket instead, it allowed us to give broad access across the company without worrying about cost escalations, and that factor outweighed any smaller feature differences between the tools. Review Source RW Ryan W. System Admin Wholesale Used the software for: 1-2 years ### "Good product for the price!" December 16, 2024 3.0 Overall, it has helped speed up our response times and distribute work evenly among our workers. Happy with it so far. Pros It was quick to setup and get running at a reasonable price point. Also allows us to delegate work more evenly across our customer service agents. Cons Can't create folders and drag and drop them in to it. You must create rules to get tickets to drop into folders you create. Review Source CB Candace B. Operations Manager Apparel & Fashion Used the software for: 2+ years ### "Gorgias - great for small businesses." April 22, 2025 5.0 Overall good experience - I'm always able to get a response from their team & they are constantly rolling out new updates. Pros I love how Gorgias integrates into so many apps that we utilize on a daily basis & the layout is very clear. I love being able to merge tickets, see ticket status and get a CSAT score quickly from our customers. Cons Pricing can be a little high in comparison to some other platforms. It does seem like new updates are always an add-on. Alternatives considered [Redo](https://www.capterra.com/p/10025229/Redo/) Reason for choosing Gorgias I ended up going with Redo over Gorgias, based on cost. Switched from [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) Better capacity for our smaller business. Review Source RR Rodrigo R. Admin Retail Used the software for: 1-2 years ### "CRM Made easy" March 14, 2025 4.0 the overall experience was good, easy set up, navigation, good support Pros Easy set up and the navigation for the customer on multiple shops platform Cons to many 3rd party plug in and to many add on Alternatives considered [Tidio](https://www.capterra.com/p/144040/Tidio-Chat/) Reason for choosing Gorgias in the end was the most suitable solution Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) better price and functionality were key for this transiction Review Source JL Jade L. Customer Relations Retail Used the software for: Less than 6 months ### "Great features" June 4, 2025 5.0 Brilliant, very impressed from the training provided to the platform itself and will use it again in the future as business grows Pros The variety of everything available to use on the platform and the training that they provide through their portal Cons Loved everything about it, however we decided to come back to it at a later date when we could use the features to their potential and have more staff Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) To make emails easier and to provide more features Review Source WT Wyatt T. Director of sales Consumer Goods Used the software for: 6-12 months ### "Easy to use " April 23, 2025 4.0 it was good it kept everything in one place and was easy to navigate while you are in the app Pros It keeps everything in the same spot and is easy to navigate Cons It was hard to get notifications I only saw things when I went looking for them Alternatives considered [Redo](https://www.capterra.com/p/10025229/Redo/) Reason for choosing Gorgias We liked the features that it had over other apps at the time Review Source VR Verified Reviewer Sr Manager, Digital Marketing Marketing and Advertising Used the software for: 2+ years ### "Best helpdesk for Shopify brands" April 10, 2026 5.0 Best helpdesk we've used for ecommerce. Everything is built around Shopify workflows which is exactly what you need when most of your tickets are order-related. Pros The Shopify integration is the best in class. You can see order history, issue refunds, and edit orders directly inside a ticket without switching tabs. Macros save a ton of time on repetitive tickets and the automation rules are actually flexible enough to be useful. Setup is fast and the learning curve is low compared to other helpdesks. Cons Reporting could be deeper, especially for tracking team performance over time. The rules builder can get complicated fast if you're running a lot of automations. Review Source VR Verified Reviewer Chief of Staff Consumer Goods Used the software for: 1-2 years ### "Solidly decent CRM with slight adjustments needed" January 21, 2025 4.0 Overall, I'd actually rate Gorgias 4.5 out of 5. Features, customer service, overall functionality, and willingness to provide not only more features, but value for money seems pretty decent. Pros It's a relatively straightforward platform to use - though I would say it is not as user-friendly/intuitive as one might think. 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 level functionality is missing at times. Cons Somewhat simple processes seem to be missing over much more complicated or much more detail oriented features being available. For instance, you can't save a filtered view of the inbox to default to showing the oldest email first. There are many options to customize filtered views but this basic one is missing and hasn't been added - which seems counterproductive. Review Source VR Verified Reviewer Customer Experience Supervisor Hospitality Used the software for: 2+ years ### "CX made efficient" September 15, 2025 5.0 Pros Makes it super easy to manage all of your helpdesk information on one page, integrates seamlessly with Shopify etc Cons Can be a bit cluttered until you get the hang of the interface but honestly once you get used to it it's great Review Source OB Orion B. Founder and CEO Consumer Goods Used the software for: 2+ years ### "Great platform if you get lots of inbound" March 21, 2025 5.0 Pros It enables me to get a lot of different inbound channels organized easily Cons It can feel a little bit complex as a solo renewer. When I had a larger team, it was a great way to keep everybody aligned. Review Source Jisselle B. Director of Customer Success Food & Beverages Used the software for: 2+ years ### "I absolutely LOVE Gorgias - it is the BEST HelpDesk Software. " June 2, 2022 5.0 I really enjoy Gorgias, so much so that I recommend it to any company that I consult with for Customer Success over the last 2 years. I've been in the CS industry for 17+ years, and this is the best. I've used Zendesk, Freshdesk, Kustomer, and Hubspot but Gorgias wins! It is user-friendly, easy to set up and deploy, AND has incredible sentient AI, and I love the social integrations. It's a fantastic omnichannel support system. Highly recommend! Also, the support staff is epic! Pros I was an avid Kustomer user for years, and Gorgias lured me in with all of their incredible, easy-to-use features. I love the social integrations, especially the social lead segments, AND I love that they have integrated phone calls now! Cons I can't think of anything, honestly. I've been in Customer Success for 17 years, and this is the best. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Review Source AM Adrienne M. Online & Marketing Manager Retail Used the software for: 6-12 months ### "Great price for all of the features we need." March 22, 2021 5.0 Overall fantastic, we were recommended Gorgias and the features did not disappoint. Besides the forwarding issue the rest of our discovery and onboarding process was pretty quick & seamless. Pros Creating across are simple and easy to implement and using them is really quick saving our team time. The deep integration with Shopify also allows our team to have instant visibility with customer information. Having the ability to also build rules to identify emails and help us prioritise has been fantastic and was definitely a selling point when moving over from our existing platform. Cons Would love there to be a mobile app. I feel there also needs to be a stronger distinction/sound alert for chats as they're higher in priority and need to be actioned immediately. 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 teething issues moving over from our other platform to Gorgias & potentially missing some customer emails during that period. I'd also love if there was some type of help desk included in one of the app plans instead of using as add-on Reason for choosing Gorgias The deep Shopify integration showing customer and order information as well as the cost for multiple users + chat is really great value. We didn't look into re-amaze although we would have considered this platform had we seen it around the same time comparing Gorgias. Review Source VR Verified Reviewer Head of Customer Experience Apparel & Fashion Used the software for: Less than 6 months ### "Gorgias " March 5, 2021 5.0 Overall, I love that gorgias is passionate about continuous improvement and the team is super helpful. The townhalls are always VERY informative. Pros It is fairly easy to use and the customer service is always super helpful. Cons I would love to be able to track team efficiency with knowing how much time they are taking per ticket, per channel. 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 the data would be imported in to gorgias to understand dates and items returned. Review Source KF Kenneth F. Accounting Import and Export Used the software for: 2+ years ### "My personal view of Gorgias" March 3, 2023 5.0 Pros Gorgias is a powerful and user-friendly customer service platform that can help businesses of all sizes provide better customer service and support. The platform is simple to use, and the Gorgias customer service team is always ready to assist and answer questions. I also like how Gorgias provides a variety of features and integrations that can help optimize customer service operations and increase efficiency of customer engagement. Cons In terms of customization, I found Gorgias to be quite limited. There are some basic settings you can be change, but overall it feels very rigid and limited in terms of what you can customize and adjust to fit your specific needs. Moreover, the user interface is not particularly intuitive and can be quite difficult to navigate. Review Source Jessica S. Marketing Retail Used the software for: 1-2 years ### "Great!" October 27, 2021 5.0 Pros We like that Gorgias can integrate with most social media networks (Facebook, Instagram etc) and filter comments on posts, direct messages into Gorgias. This ensure our help team is truly covering everything. Easy to add agents, answer tickets, etc Cons Gorgias can be glitchy sometimes but aside that it is a good software. We. will say we disliked their chat feature and we opt to only use their help desk/ticket management. We switched from Zendesk. We ended up keeping the Zendesk Live Chat because we feel like that is far superior but again, their help desk ticketing system is great. Review Source DE Djedji E. Agent Construction Used the software for: 6-12 months ### "Avis Gorgias" October 29, 2023 5.0 Pros It is the best collaboration software for me. It allows me internal follow-up with my clients and quickly processes tickets Cons The downsides I find with Gorgias is the cost is a bit higher and the interface can be complex and complicated at first. Review Source TR Trevor R. COO Consumer Electronics Used the software for: Less than 6 months ### "Easy to Learn, Use, & Integrate" March 5, 2021 5.0 Pros In addition to having an intuitive UI, the capabilities enable quick responses to improve the customer experience and reporting to drive decision making. The macros and rules are simple to create, the Shopify integration keeps everything in one place, and the satisfaction reporting is easy to follow. The snooze feature is also a great way to ensure inboxes do not fill up and tickets are not forgotten. Whenever questions do arise, the Gorgias team is quick to help and provide demos if needed. The Gorgias team is also very transparent with their roadmap which helps us understand what we can and cannot do, and what may be coming in the near future. In addition to the simple capabilities and integrations, we have also been able to integrate with other apps as needed by doing some back-end work of our own. To cap it all off, Gorgias comes with a logical and transparent pricing structure. Cons When a customer reaches out through multiple channels, the merge functionality typically prevents disorganization, however occasionally these are not recognized by default. Some channels are also not compatible to be merged, so they must remain separate. It would also be nice to create bulleted lists in the message like with Gmail. Review Source JR Joanna R. Owner Apparel & Fashion Used the software for: 2+ years ### "I can't believe I ran a business without Gorgias..." November 20, 2022 5.0 I always recommend Gorgias. They really do make it easy to run customer service. Pros I love how it gives you customer information straight from Shopify. It is so easy to manage customers on their platform. Cons Honestly, there's not much that I don't like about this software. Review Source EM Ema M. Customer Service Manager Consumer Goods Used the software for: 6-12 months ### "My take on Gorgias" March 5, 2021 4.0 It has been good. They're constantly evolving and updating / adding new features. Pros It's quick, easy and effective. We wanted a cleaner / efficient way to manage customer interactions and this helps us do so. It's integration with Shopify and other apps is very helpful in streamlining processes and customer communication. Cons I think my biggest con is the statistics currently include time outside of our normal business hours. It's hard to gauge customer service response time accurately this way. It gives us a good perspective on the customer end response time; however, not when we're trying to review our service on a team level. Also, by using an "auto responder" for our email - basically every ticket is considered billable (even junk mail) - I don't like that. Review Source SD Stephanie D. VP of Marketing Retail Used the software for: 1-2 years ### "Gorgias is a Game Changer!" March 10, 2021 5.0 Pros Setting up Gorgias was very easy and has completely changed the way we communicate internally, as well as with our customers. I love that we can see all customer and internal communications in a single ticket, so we don't send multiple responses to the same customer if they reach out to us multiple times and we always know where we are at in handling any issues that come our way. Cons The only main issue we've had is when recently we ran a segment with The View, where they forwarded customer questions to us with a single email. Since the same email was used, all communications came in on a single thread and it was hard to tell who had been helped and who hadn't. However, I love that Gorgias links tickets together based on the same email so I'm not sure if there is really a resolution there! Review Source CJ Carolyn J. Operations Lead Luxury Goods & Jewelry Used the software for: 2+ years ### "gorgias review" March 5, 2021 4.0 Pros integration was relatively easy. very useful being able to allocate tickets to different team members the link with our shopify account is very useful as we have all the customer info to hand. Cons Sometimes the email chains cannot be minimized, so you have to scroll up to view customer email, and all the way down to write the reply. would be useful to have better ways to search old tickets as they can be hard to find when i want to look back at them for reference. if there was a function where we could pin some tickets, to use as 'example replies' for training purposes. This would be of benefit. Review Source Kemal A. Costumer Service Consumer Services Used the software for: 1-2 years ### "The best helpdesk in my opinion" October 2, 2020 5.0 I use this to handle customers' tickets on daily basis. From every helpdesk that I've used, this one is the most fastest, easiest to use, and responsive. Pros \-Rally fast and responsive. -Clean, efficient, and clear Shopify plugin. -Macro can be easily integrated with Shopify Cons \-I wish we can open multiple ticket under one tab -Sometimes there are users that have bug where their eyes are on every ticket they have opened. Review Source JS Joe S. Owner Health, Wellness and Fitness Used the software for: 6-12 months ### "easier customer service and management" March 5, 2021 5.0 overall a very good experience. Pros replacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution. Cons setting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs Alternatives considered [HubSpot CRM](https://www.capterra.com/p/152373/HubSpot-CRM/) Reason for choosing Gorgias ease of use Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: I used a free trial ### "One of the best Shopify app for unifying all support conversations" December 22, 2022 5.0 The overall experience was excellent, and will definitely recommend this for your Shopify stores Pros I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. 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 queries. Cons I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.