# Page 3 | Gorgias Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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=3 --- 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 3 - Reviews of Gorgias ## Showing most helpful reviews Showing 51-75 of 134 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Charles A. Creative Director Health, Wellness and Fitness Used the software for: 6-12 months ### "Better than Zendesk" May 17, 2022 5.0 Pleasant. Pros Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan. Cons There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Intercom](https://www.capterra.com/p/134347/Intercom/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gorgias The multiple languages, ease of use, and price all in one. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Multiple languages in one ticket and ease of use. Review Source CB Claire B. Senior Ecommerce Manager Retail Used the software for: 6-12 months ### "Totally changed our customer service" March 9, 2021 5.0 I love working with the team at Gorgias and their product! The number of developments I have seen since moving to them 7+ months ago is crazy! Pros I love how easy it is to treat our customer service team on this tool - the macro's make it easy to keep brand tone. It was helpful when we have a couple of other people within the company jumping in to help out with the customer service team to keep ontop of things as they can be allocated out. The onboarding and support provided by all the team were incredible! Cons It can be a little clunky at points, I see a lot of issues online about downtime - although I think as we are in the UK we don't really see this with timezones. It would be good to have a few more 'zendesk' features on there like priority rankings just as when things get escalated to a manager it can be lost in a pool of issues. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Gorgias It was very specific for ecommerce, had a strong integration with Shopify which was great! Review Source MC Melissa C. Senior Community Manager Arts and Crafts Used the software for: 6-12 months ### "Great basic CX manage but difficult to customize" March 7, 2021 5.0 We joined Gorgias when the team was in flux, members were moving to different roles rapidly so we I feel like we got lost in the shuffle with really understanding and making the most of the product early on. Since, our support has been great with quick response time and can usually resolve or address a question quickly. Pros I love how Views are easy to navigate and the easy of backend use for turning on/off functionality. Cons I dislike that it's difficult to customize and some of the key functions that would really help how the platform performs are difficult to use or fail to work sometimes. It's not the best experience on the customer's end. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) We wanted a platform we could use to upsell product easily, embedd macros, and that was easier to see in the user dashboard. 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 PB Pablo B. SAV Textiles Used the software for: 1-2 years ### "Le meilleur outil pour la gestion du SAV" November 22, 2023 5.0 Pros Facile à utiliser, très bien optimisé Shopify, permet un bon suivi et support très réactif. Nous permet de gagner beaucoup de temps dans le traitement des tickets et le suivi des profils clients. Cons L'intégration des messages facebook/instagram pourrait être améliorer 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 JD John D. Owner Retail Used the software for: 1-2 years ### "Easy to Use - Simple to Setup - Great Pricing" March 10, 2021 5.0 Pros I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing Cons Support when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site. Review Source LG Lisa G. CX Team Lead Apparel & Fashion Used the software for: 1-2 years ### "Love Gorgias! " June 29, 2022 4.0 I personally love using Gorgias. Pros I love how easy and efficient the software is to use. It also connects to major CRM platforms. Cons Our team personally doesn't use the Gorgias shortcuts for Shopify refunds/actions because it's a bit confusing. Another suggestion would be to be able to bulk select tickets and close them out with one click. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) n/a not sure - wasn't with the company when they had zendesk. 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 VR Verified Reviewer Consultant Automotive Used the software for: 1-2 years ### "Perfect product !" August 15, 2021 5.0 My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come. Pros I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing. Cons Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying. Review Source CJ Chase J. Owner Retail Used the software for: 6-12 months ### "We love Gorgias" March 5, 2021 5.0 We use Gorgias for all of our customer service and it's been great for ticket management. Saved a lot of time, easy to tag colleagues to a ticket and assign to different reps. Pros Very simple workflow, great integration with our front end Shopify store. Easy to navigate to customers orders and view total customer spend. Pricing structure makes a ton of sense and is by ticket, not by seat, which for a small company where we all need transparency into what's going on in the service side of things is great. Cons Wish it had a bit more functionality and ability to customize some things, but not a deal breaker by any means. Switched from [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/) Hubspot was too expensive and didn't just focus on service, so wasn't a smooth workflow. 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 KE Katy E. Business Development Manager Retail Used the software for: Less than 6 months ### "Essential for stores on shopify" March 5, 2021 5.0 Pros Saves us a lot of time by having customer ticket information readily available in the sidebar and the ability to add order information into tickets. Being able to search macros and snooze tickets is great and makes sure everyone is helped quickly and no ticket is left untouched. Cons Just anxiously awaiting gorgias' native phone system! Currently using aircall we just don't like having to go back and forth between apps. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) gorgias had a much more advanced shopify integration and offered a pricing structure based on ticket volume vs # of users Review Source AO Alisa O. Store Manager Sporting Goods Used the software for: 6-12 months ### "I use it everyday" March 15, 2021 4.0 The set up was easy, and everyone there has been very helpful. The system itself is easy to navigate. Pros It manages my email flow and allows multiple users to have access to one central email. Cons You are unable to mark a ticket as unread, and sometimes tickets get lost. Switched from [Gmail](https://www.capterra.com/p/202338/Gmail/) To allow multiple users to answer from one email source. Review Source TD Tracey D. Sales Coordinator Consumer Goods Used the software for: 6-12 months ### "Great product - makes customer interaction easier" March 10, 2021 5.0 Pros Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check. Cons There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan. 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 kI khalid I. gerant Retail Used the software for: 1-2 years ### "bon logiciel de service client" December 20, 2023 5.0 Pros Possibilité de créé un helpdesk, FAQ. historique de conversation, evaluation clients. Cons Trop de paramètre, on se perd vite dans toutes les options. Review Source JG Johnny G. Sr. Customer Experience Manager Consumer Goods Used the software for: 1-2 years ### "Gorgias Experience " August 8, 2022 5.0 Pros The ability to set up an automation that auto answers and closes tickets has been great. Cons We wish the live chat was a little more user-friendly. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Gorgias is more e-commerce friendly. Review Source SD Stacy D. Responsable e-commerce Apparel & Fashion Used the software for: 1-2 years ### "Bon logiciel service client " November 21, 2023 5.0 Pros Il permet de gérer facilement les réclamations clients et de les classer en fonction des sujets. Les règles permettent de classer directement certains messages qui ne nécessitent pas de réponse ou d’envoyer des réponses automatiques selon les sujets. Cons Certains messages passent à la trappe avec la mise en place des règles. 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 AP Alvin P. Customer Support Manager Consumer Goods Used the software for: 6-12 months ### "Excellent UI/UX platform" March 10, 2021 5.0 It made our customer support efficient and fast. Pros I like that is very easy to learn and navigate compared to different platforms that are very confusing. Even a newbie support agent can learn to use this platform without crucial training. Cons Probably the features where we cannot manage the instagram messages and the “knowledge base” feature where we can setup for our customers. Reason for choosing Gorgias We chose Gorgias because of its UI/UX which is very easy to learn which affect the efficiency on responding customer tickets. Switched from [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Too expensive. All features are not included such as reporting needs to be purchased or upgrade your plan. 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 Gurvinder K. Internet judge Information Technology and Services Used the software for: 1-2 years ### ""Best experience with this tool"" November 30, 2022 5.0 I have positive experience with this. It Saves my time in buisnes. Pros This tool make my work organized and work efficiantly very fast. So many features in this can be helpful for optimize the clients service. Very good interface can be easily configurable. Cons I like this mobile app. I think it has so much thing can be figure out. Very helpful. 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 MV Mark V. Customer Experience Lead Consumer Goods Used the software for: 6-12 months ### "Gorgias Is Good But Having Severe Issues With Growth" March 10, 2021 2.0 It was good in the beginning but the many problems the young platform has have become blaringly obvious as time has gone on. Pros Gorgias has a lot of integrated features that are great for our business such as Shopify integration and a great CSAT system that is easy to use and understand. Cons Customer service is, unfortunately, not very good. I have been trying to get a resolution for a request to close out a number of tickets that fit into a certain parameter but nothin has been fixed for over 3 weeks. Every time I reach out, I am thrown to someone else who says they cannot help and now I do not get any responses. Their engineering team is having issues keeping up with the many bugs the system has. Also, updates will occur and shut your entire team down without notice. When I reached out about this, they claimed there was no way to give us forewarning the day of regarding possible updates that would impact our customer service productivity. 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