Gorgias: AI, Helpdesk & Chat
Instantly resolve support inquiries and grow your business.
Rating
4.3
feedback
607
chart
#577
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
0%
-
Less than a day
2%
-
Less than a month
19%
-
Less than a year
50%
-
More than a year
29%
Reviews Summary
Gorgias is a Shopify App that offers an AI Agent for customer support. The reviews are mixed, with positive feedback highlighting the efficiency and time-saving benefits of the AI Agent. Customers appreciate how the AI can handle inquiries, automate responses, and improve customer satisfaction ratings. However, there are negative reviews mentioning issues with support, high costs, and functionality failures. Some users have experienced difficulties with the AI not performing as expected, leading to frustration and a lack of trust in the platform's reliability. Despite the positive aspects of the AI Agent, the negative feedback raises concerns about the app's customer service and technical support.
Highlights
Review RSS Feed
All reviews
Jan. 22, 2026
Love Gorgias. I’ve been using it as our customer support solution for a couple of years now, and it’s been a game changer. The AI and automation features are incredibly helpful, and I regularly rely on the analytics and tagging to stay organized and understand trends. Highly recommend.
Thanks so much, Big Bold Health! We’re thrilled to hear Gorgias has had such an impact on your support team. We truly appreciate the recommendation!
Jan. 20, 2026
You are discriminating with someone with a disability Use to love Gorgias until the now. They suddenly removed the ability to book a Google meeting . I am someone who struggles with extreme dyslexia and needed the Google meets. If they do not bring that ability back we will have to look elsewhere . have a question about billing plans and flows and got a blow off email...not good!!!!!
Hi there, Experience Vinyl team. We’re sorry to hear that this change has been frustrating and that it impacted how you prefer to interact with our team. We understand that everyone has different needs and that changes to support workflows can feel disruptive, especially when something you relied on is no longer available. Our channels and availability do evolve over time to ensure we can provide consistent, scalable support across all customers and all different orgs, from Support to Billing. While we can’t always guarantee specific formats such as live meetings, our goal is to remain accessible and helpful through the channels we do offer. Someone from our management team will be reaching out directly to follow up on your concerns and discuss next steps.
Jan. 15, 2026
Gorgias in theory has a good product and the value prop is there. The AI and responses are probably a 4/10. What makes Gorgias a 1 star app is how they handle issues on their platform. They advertise that their product can handle cancellations, variant changes, and order edits automatically. From day 1, this was completely broken for me and the ticket was escalated to their L2 support team. It takes multiple days between responses, only for nothing to happen. This is shocking especially as automated order edits is the key functionality their product advertises for Shopify integration. Where it gets worse is that their technical support rep completely lied to me and told me the issue was fixed by doing a customer sync, but it did not fix the issue at all. They did not provide any details on what the issue was, how they fixed it, and what they tested. They just lied to me and said that it worked when it remains broken, and now I have to continue testing myself and reporting errors to them. This tells you that their tech team is either not competent or does not care to fix high priority customer issues, which is why it's a 1 star. If you cannot fix tech issues, then lie to your customers just to close a ticket without helping them, then your tech team/support is just bad and doesn't care. It makes it feel like a scam. Your software cannot be trusted, and it calls into question the product at large and the (lack of) TLC that's going into it. I feel completely misled about this product and the false advertising that has taken place so far for me. This is a really bad experience as I have invested probably 36 hours of my time to get the guidance, macros, and rules set up only to be completely washed away by a horrific bug that their tech team has completely dismissed and lied to me about a "fix". Really, really disappointing and disrespectful to small/rapid growth businesses that cannot afford to sink and lose this many hours.
Thank you for the review, Showcased Cards team. We’re truly sorry to hear how frustrating your experience was and understand how disappointing it is when a product doesn’t meet expectations, especially after a significant time investment. All the issues you encountered were escalated internally and involved both our advanced support and engineering teams. While progress was made, we recognize that the experience did not feel timely or clear enough from your perspective. What we want to reassure you of is that our team will never misrepresent fixes or intentionally close issues without investigation. When changes are shared, they reflect the best information available at that time, and if an attempted resolution doesn’t fully address the behavior, we continue troubleshooting. Someone from our management team will be getting in touch with you directly to ensure we continue providing the best possible experience. Thank you once again for being candid and for your patience while we work on the issues you encountered.
Jan. 12, 2026
We use Gorgias for customer support, and the AI agent has been a huge help. In a recent case, the AI fully handled a missing-item inquiry, responded quickly, asked the right follow-up questions, and resolved the issue without needing human intervention. The customer left a 5-star satisfaction rating, which speaks for itself. It’s saved our team time while still delivering a great customer experience. Highly recommend for teams looking to scale support efficiently.
Thanks so much, Anne Klein team! We’re thrilled to hear our AI Agent is handling cases like this one so effectively, and that it’s saving your team time while keeping the customer experience strong. We really appreciate the recommendation!
Jan. 12, 2026
So happy we switched! Used Freshdesk for years and Gorgias is much better. The AI agent is great and handles many tickets without human intervention at all.
Thanks so much for this review! It's awesome to hear the AI Agent is handling tickets with no human involvement and that the switch was the right move for you. We’re excited to keep supporting your success!
Sign up to receive AppNavigator updates
Find out when we add keyword-monitoring, review RSS feeds and more