--- title: "Gorgias Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Gorgias the right Customer Service solution for you? Explore 135 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/155357/Gorgias/reviews/" page_type: "reviews" language: "en" publication_date: "2026-10-21" --- Gorgias 4.6 (135) [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 October 21st, 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 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. “For instance, you can't save a filtered view of the inbox to default to showing the oldest email first.“ January 21, 2025 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. “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 135 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 OY Ozgur Y. E-com Man Retail Used the software for: I used a free trial ### "Billed us on the day they told we are still on the trial period." January 31, 2025 1.0 I created a new account on Gorgias for our new brand. After a few days, I got in contact with Gorgias support to ask if we were still in trial period on Jan 17, 25. \[sensitive content hidden\] from CS team confirmed we were in trial period. A few hours later, I saw that we were billed on the same day Jan 17, 2025 for a month period with a high value package. I couldn't even have a chance to downgrade the plan and remove the services we are not expect to use because I was told we were still in trial period. And now, they are refusing to refund due to their no refund policy. We are not using the account. I have reset the plan to free and will close it asap. Awful CS, wrong guidance and scam. We were billed for $540 for nothing we used and now required to pay it. Be cautious for unexpected/uninformed billings! By the way, I reached them to benefit from referral program before creating the account. They messaged me that they were going to provide referral benefits once I created the account. But no updates since then. Too fast in billing, too slow in others. Pros Gorgias integrates seamless with Shopify Cons They have a short trial period. They can bill you while they tell you you are still on the trial period. Review Source KC Kiara C. Customer Support Specialist Retail Used the software for: 6-12 months ### "Gorgias Review" August 6, 2026 5.0 Overall, my experience with Gorgias has been very positive. It's an intuitive platform that has helped our customer support team manage emails, phone calls, and other customer interactions from one central location. The integrations, automation features, and customer history make it much easier to provide fast, personalised support while improving team efficiency. Although there are occasional performance slowdowns and some AI suggestions require manual refinement, these are relatively minor compared to the overall value the platform provides. Gorgias has become an essential part of our daily workflow, and I'd recommend it to any ecommerce business looking for a comprehensive customer service solution. Pros What I like most about Gorgias is having all customer communication in one place. We use it to manage emails, phone calls, and other customer service channels, so it keeps everything organised and makes it easy to see a customer's full conversation history. The Shopify integration is excellent and saves our team a lot of time, as we can access order details without leaving the ticket. Macros, automation rules, tags, and AI suggestions also help streamline repetitive tasks, allowing us to respond to customers faster while maintaining consistency across the team. Overall, it's an intuitive platform that has made our customer support workflow much more efficient. Cons The biggest downside I've experienced is that the platform can occasionally be slow when loading tickets or switching between conversations, especially during busy periods. While the AI features are helpful, the suggested responses often need editing before they're ready to send. Some automation rules and ticket routing can also be a little difficult to troubleshoot when they don't behave as expected. Improving performance and making automation management more intuitive would make an already strong platform even better. 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 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 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 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 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 AK Allison K. Customer Service Representative Apparel & Fashion Used the software for: Less than 6 months ### "Great and new improving constantly program" March 5, 2021 5.0 I am highly impressed with this software and the great integration with Shopify. Pros This software is always improving and includes great IT Support and videos/webinars to better understand. I highly recommend with previous software experience this is a game changer. Cons Can feel overwhelming if you are just learning the software when coming from other programs. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) We moved platforms to Shopify and heard great reviews for this software and user friendly. Review Source FM Freyxa M. CUSTOMER ASSOCIATE TRAINER Retail Used the software for: 6-12 months ### "Your friend for customer communication" April 3, 2025 4.0 My whole experience has been Fair, many things can be used for friendly even though some things can be just better Pros I like this software because it's really diligent and everything that I need to provide a good customer service is there to be used Cons 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 located Review Source SB Stephany B. Customer Support Manager Consumer Electronics Used the software for: 2+ years ### "Handle all of you customer support tickets with 1 Tool!!!!" November 27, 2024 5.0 I would highly recommend this platform to any ecom. company. Pros That all customer inquiries are in one location. The statistics tool helps keep track of your customer support ratings, review tickets, and workload among other things. The automation and customer help desk can be changed and tailored to your specific needs. I would highly recommend this platform to any ecom. company. Cons Sometimes it can be a little difficult to change automation features if you do not have prior training. Review Source LG Luke G. Head of Ecommerce Sporting Goods Used the software for: 1-2 years ### "Works seamlessly in our tech stack" March 1, 2024 5.0 Onboarding was really easy and migrating our old tickets over was effortless. We seem to have made some real efficiency savings with the platform and are expanding how we are using it more and more. Pros It offers everything we had been using with Freshdesk but also integrates really well with Klaviyo and Shopify so we can get a much better picture of the customer. Cons Was a little difficult to get a Klaviyo form to pass into Gorgias but the support team were fantastic in assisting and all is working how we want it to now. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Better integration with Klaviyo and Shopify 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 JS Jennifer S. Head of Customer Experience Retail Used the software for: 6-12 months ### "Gorgias is Essential" March 10, 2021 5.0 Gorgias allows our team to respond to customer's needs in an organized, efficient manner. Pros I have used Gorgias for 2 years with 2 different companies. I value the ticket and view organization. It is great to see everything organized and sorted. I also enjoy that everything is together- emails, chat, social. I've used other platforms where everything was separate so it's nice to have it together. The data is helpful in sharing my team's successes with our management. Cons As a customer service representative, I would like to be able to use my auto-text expander add-on. It doesn't work in Gorgias and I feel like that slowed my productivity way down as I had to type it all out. Reason for choosing Gorgias My experience with Gorgias in other companies helped me make the decision to switch over as well as the format and that email, social, and live-chat was all together. Review Source BF Brian F. owner Retail Used the software for: 1-2 years ### "Great Product - " October 13, 2023 5.0 it's been great. easy integration and great support Pros We like the ease of use and how it inegrates with shopify Cons i wish we could get notifications when when a customer replies to a message in our email. Reason for choosing Gorgias it's alignment with shopify and price Review Source MM Megan M. Director of Operations Apparel & Fashion Used the software for: 1-2 years ### "Great product!" March 5, 2021 5.0 great! Pros easy reporting, cheaper than competitors Cons difficult to get help "onboarding" after launch, would love to set up a call to chat through how we can be optimizing Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) save money 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 Pranav S. Founder Consumer Goods Used the software for: 1-2 years ### "Great for D2C Brands" March 7, 2021 5.0 We love it! Pros Easy to use, cheap, customers get responses back on whatever channel they messaged us Cons Not good for scaled offshore customer service teams Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source Romain O. consultant Marketing and Advertising Used the software for: 6-12 months ### "Excellent platform" June 29, 2022 4.0 Pros Very easy to use and easy to integrate software and direct and powerful chat Cons I don't have anything negative to say about Gorgias at the moment, I am delighted with the services he offers. 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.