# 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 --- 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 # 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 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 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 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 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 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 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 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 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 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 BM Benjamin M. Account Manager Marketing and Advertising Used the software for: Less than 6 months ### "La meilleure app sur Shopify" June 26, 2024 5.0 Pros Gorgias va vous changer la vie si vous opérez sur Shopify. Rapidité de mise en place, de prise en main par les équipes et la connexion avec Shopify est, comment dire, magique ! Nos équipes custommer nous disent merci ! Cons Le support peut être en Anglais ce qui peut gêner les non anglophone? 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 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 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 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 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 Avishai M. Innovation and Product Manager Oil & Energy Used the software for: 2+ years ### "an effective auto-expanding text tool" February 2, 2018 5.0 Pros Gorgias is definitely an effective auto-expanding text tool for Gmail and LinkedIn. The choices menu is gorgeous and enables you to definitely create HTML templates with keyword shortcuts utilizing a simple graphical interface. When you spend the better a part of your daily projects answering e-mail, you'd prosper to make use of canned responses or quick text to efficient your email replies. If you are using Gmail, Facebook, or LinkedIn for the work, there is a free Chrome extension known as Gorgias which will make your work a bit easier. This free extension provides a couple of fundamental templates for Gmail for example greetings, closing /signature with choices to rapidly incorporate your own. With only a couple of email shortcuts, you need to end up working individuals emails just like a pro. Let's check out the mail templates that you could create using Gorgias to simplify your projects flow. With the extension installed all you need to do is type a shortcut and press Tab. This will automatically enter the text defined in the template 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 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 LD Liz D. General Manager Retail Used the software for: 1-2 years ### "Finally a company that values their customer " March 5, 2021 5.0 Gorgias has been great for our needs, and their customer support is one of the best we have across all of the systems we use. I appreciate the direction their development team is headed and look forward to the improvements that are to come. Pros Our team has found that this product simplifies the processes we were previously working through. It integrates into the majority of our systems and has improved the customer experience as well as providing enhanced analytics to measure customer satisfaction. I truly appreciate their monthly webinars focused on updates to their system so that our team is able to successfully implement or prepare for these updates. They seem to value customer feedback in improving their product, and they have great communication and customer support. Cons There are features I would like to see improved or created. The reality is that some of the integrations that have been missing for our company are launching as they have mentioned these updates in the past two Update Webinars. I really have no other complaints. It has been a great system for us so far. 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.