# Page 2 | Gorgias Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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/?page=2 --- 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 July 21st, 2026 # Page 2 - Reviews of Gorgias ## Showing most helpful reviews Showing 26-50 of 134 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use CF Cadence F. Online Customer Experience and E-Commerce Sales Manager Consumer Goods Used the software for: 2+ years ### "Gorgias Automation has been a game changer!" April 14, 2025 5.0 Pros Love the automation features—saves time, boosts team efficiency, and ensures no customer slips through the cracks. Automations help route tickets, trigger responses, and handle repetitive tasks instantly, freeing up our team to focus on more complex issues. It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow. Cons The UI feels clunky at times and could definitely be more intuitive, modern, and streamlined overall. Review Source HS Hope S. Customer support Wholesale Used the software for: Less than 6 months ### "MY experience with Gorgias" April 5, 2025 5.0 Amazing. I give it 9/10, I am currently using this to manage my clients ecommerce shop Pros What I like more is the automation and workflows in Gorgias, It helps with streamlining and support processes, reducing response times Cons Just the limited customization, and the interface is a bit overwhelming . I want to keep using it because it was the first software I got to work with with the help of my client. hence I want an improvement. Because truthfully speaking it is the best. Review Source AR Albert R. Customer Service Expert Consumer Goods Used the software for: 1-2 years ### "Reliable, User-Friendly, and Efficient Ticketing System" April 21, 2025 5.0 Overall, Gorgias has been our main ticketing platform and has been very reliable. We use it every single day and rarely run into any issues. Pros We use Gorgias every day as our ticketing system to answer questions and communicate with our customers. It is a very reliable and user-friendly platform that absolutely gets the job done! Cons The last few updates came with some UI changes that felt cluttered and unnecessary. 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 FL Fabian L. Ecommerce Manager Building Materials Used the software for: 2+ years ### "Good service and helpdesk platform" January 13, 2025 4.0 Overall very good, we stopped using the chat function but beside that it do work very well Pros The simple integrations to different tools and platforms as well as the simple layout and easy work Cons The chat function and the autoresponder is quite bad Switched from [SuperOffice CRM](https://www.capterra.com/p/39294/SuperOffice-CRM/) A better platform that worked with multiple integrations and systems as well as allowed us to use it the way we want to Review Source PB Pelle B. Growth Manager Building Materials Used the software for: 1-2 years ### "Good software for ticket management with a lot of integrations" January 17, 2025 5.0 Very good, the auto chat was not really good for us, other than that everything is really good! Pros Easy to implement, a lot of integrations and everything mostly just works Cons The auto chat function is not worth the hassle of setting up Switched from [SuperOffice CRM](https://www.capterra.com/p/39294/SuperOffice-CRM/) More integrations, better price per user and a more modern system 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 GR Gaëtan R. Chargé des admissions Higher Education Used the software for: 6-12 months ### "Gorgias avis" March 1, 2025 5.0 Pros Ce logiciel est parfait pour gérer le service client d'une entreprise, très facile à utiliser et à comprendre Cons Je n'ai pas rencontré d'inconvénients sur ce logiciel 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 JL Jared L. HR Manager Apparel & Fashion Used the software for: Less than 6 months ### "Efficient and Powerful for E-commerce, But Complex and Pricey for Smaller Businesses" February 4, 2025 3.0 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 most affordable option for smaller operations. Pros It offers powerful automation tools, including rule-based responses and AI-driven suggestions, which help reduce response times. Cons Gorgias' pricing structure can be expensive, particularly for smaller businesses or those with fewer customer service agents. The cost increases as you add more agents or features. Review Source Sai R. Client Project Manager Internet Used the software for: 2+ years ### "Ideal Customer Experience Platform" July 5, 2023 5.0 Highly recommend using Gorgias, it’s been productive and effective for CX and suppor Pros Gorgias is a great CX platform for brands to use to help with support, live chat, and ticket management process! I highly recommend using Gorgias for all those support projects Cons More integrations and flows with ESPs and CDPs would make communication streamlined across platforms Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gorgias Pricing and strategy support Switched from [HubSpot Service Hub](https://www.capterra.com/p/182476/HubSpot-Service-Hub/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Pricing and support from the team 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 Saskia M. Senior Director Sales Marketing Restaurants Used the software for: 6-12 months ### "Georgias is excellent computer program" September 5, 2023 5.0 Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience. Pros You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity. Cons Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment. Switched from [Front](https://www.capterra.com/p/132901/Front/)[LiveChat](https://www.capterra.com/p/62194/LiveChat/) easy-to-navigate interface that works well with a variety of retail channels and integrates with the most popular social media sites, facilitating the consolidation of customers who have shopped across multiple channels into a single account. Review Source CC Connor C. Owner Retail Used the software for: 1-2 years ### "A must have for any eCommerce business" January 21, 2022 5.0 Overall, there is no other customer service platform I would use or reccomend more. Pros I love the ability to write canned responses that contain dynamic variables that pertain to each customer. This helps save a ton of time when responding to customers with the info they need. Cons A while back the sales data was removed and this feature was gated behind the next more expensive pricing plan. Since then, Gorgias has introduced this feature again to the lower pricing tier however. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Limitations around the strength of the integration with Shopify. Due to the quality of the integration, we were unable to include order-specific data in canned responses for each customer. This required a lot more manual copy and paste work on our end. 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 MC Michael C. Senior CX and Operations Manager Retail Used the software for: Less than 6 months ### "Great Product!" March 5, 2021 4.0 The overall experience has been fantastic! Our team is so glad we found Gorgias. It has impacted our team's time in a very psositive way and customers have been very pleased with how quickly we are able to reply to them. Very straight forward. Pros I love how easy it is to use. It has saved us so much time in replying to emails and tracking our internal records. Cons I still struggle to understand Chat and reporting. I feel like there's a lot of potential in both, but eager to better understand how we can best utilize Gorgias. Alternatives considered [Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Gorgias We chose Gorgias because we really wanted something that did not require a ton of training during the holiday season and was easy for everyone to use. Switched from [NetSuite](https://www.capterra.com/p/135757/NetSuite/) We made this switch because we wanted more automation. Gorgias provides much more functionality than Netsuite CRM. 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 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 MO Maria O. Customer service department manager Consumer Services Used the software for: 6-12 months ### "Very helpful for staying organized and consistent" March 10, 2021 4.0 Before we migrated to this platform, it would take almost 72 hours to respond to customer queries, but with this software, we cut that time down to just around 30 minutes on average within a few days after migration. Pros The company's engagement with it's users. There's also a lot of helpful features that will optimize the customer service provided to our clients Cons There's a lot of updates and it tends to interrupt the workflow sometimes. On boarding was slower than what we had been told also. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gorgias It seemed like the best option when it came to functionality. The other two options we were considering seemed more old school, where as Gorgias seems more modern by allowing us to fully analyze customer issues, returns, questions, and doubts while allowing us to speed up response and relsoution time. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) We needed to improve the customer experience when it came to reaching out to customer service. 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 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 VR Verified Reviewer VP of Innovation Food & Beverages Used the software for: 1-2 years ### "Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify" June 24, 2020 4.0 User love it and very few headaches. Some integrations need better docs on how to use advanced functionality. Pros Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API Cons If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying. Alternatives considered [eDesk](https://www.capterra.com/p/137210/xSellco-Helpdesk/) Switched from [eDesk](https://www.capterra.com/p/137210/xSellco-Helpdesk/) eDesk had better amazon / ebay integration but had severe limitations elsewhere. Gorgias a better all round fit. 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 BC Brayan C. Analista de sistemas Information Technology and Services Used the software for: 6-12 months ### "Gorgias si no has encontrado algo que te atraiga la atención pruebalo no te arrepentiras." December 27, 2022 5.0 Pros nos ha permitido crear y gestionar la base de datos de los clientes de una forma facil y rapida. Cons puede que llegue a colocar el ordenador en el que se utiliza lento si los requisitos son muy bajos o exactos. 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 Similar Products Featured ## Related categories [Live Chat](https://www.capterra.com/live-chat-software/)[Complaint Management](https://www.capterra.com/complaint-management-software/)[Customer Communications Management](https://www.capterra.com/customer-communications-management-software/) ## 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.