# 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 March 13th, 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 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 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 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 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 LA Louis A. Operations Analyst Project Manager Arts and Crafts Used the software for: Less than 6 months ### "Great Concept, Poor Support & Organization" July 22, 2024 3.0 The implementation was supported moderately well, but still needs a lot of work. After launch, support can only be described as inconsistent, but consistently incompetent. Pros Ease of use & implementation. The system is fairly easy to setup. Cons The platform could be great, but it is in a constant state of flux, and half the features don't work for BigCommerce sites. The system is full of bugs and inconsistencies. The system is geared specifically to Shopify. 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 automated features. Review Source LG Latoya G. Customer support agent Consumer Services Used the software for: 6-12 months ### "Gorgias" May 5, 2022 4.0 It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too Pros Live chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero Cons 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 on the 4th slide and I come out of a ticket then I go back to the 1st slide Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Gorgias is more affordable Review Source NM Nicole M. Community Manager Food Production Used the software for: 6-12 months ### "Gorgias is great!" March 5, 2021 5.0 With Gorgias we're able to more quickly and seamlessly handle our customer care with few mistakes. Gorgias is a crucial tool in scaling our Customer Care team Pros We love that Gorgias is easy to use and integrates with the other softwares we use. Their customer service is also great, and the monthly webinars they host really make me feel like I'm using the product to it's fullest extent. Also, having the option to attend "office hours" for my installation is amazing. Cons There is no good way to mass email customers and it's such a pain point. We have had to send several mass communications since using Gorgias- mostly communications concerning COVID shutdowns- and it has been a painstaking process to use other methods for mass email. Please please please create this feature! Reason for choosing Gorgias Gorgias had the features I was looking for, great support, and a user-friendly interface. Review Source EE Erin E. Co-Owner & Operations Director Sporting Goods Used the software for: 1-2 years ### "Would Recommned" March 10, 2021 4.0 Our account manager is super knowledgeable and has the ability to assess our use of the platform and make recommendations on how we can improve the experience. Pros Easy to use, limitless macro features that easily integrate with Shopify, onboarding was pretty painless, account manager is responsive and supportive, consistent improvements being made Cons Wish reporting was more robust - would like to see improvements on how feedback can be collected after a ticket is closed and continually enhancement of live chat features would be great. Reason for choosing Gorgias Features, UI, simplicity Review Source Sigmund D. Senior Workforce Analyst Consumer Electronics Used the software for: 1-2 years ### "Basic chat tool for small businesses" July 11, 2022 3.0 Basic support for chats but need better reporting functions Pros Ease of use across multiple channels from social media to your own websites Cons Not a lot of good reports to drill down productivity 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 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