Gorgias: AI, Helpdesk & Chat
Gorgias is highly praised for its AI Agent feature that efficiently resolves tickets, improves response times, and streamlines customer support operations. Users appreciate the app's ability to handle high volumes of inquiries, automate responses, and integrate seamlessly with Shopify. The AI tools have been particularly beneficial in freeing up time for support teams to focus on more complex issues and providing a better customer experience. However, some users have reported issues with customer service, unreliable integrations, and unexpected pricing changes, leading to frustration and disappointment.
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There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. When you make requests for improvements, they never listen, even for ones that would clearly make their product better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. Shame really. Will - Electric Labs
The software is really quite buggy... There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.
Definitely takes some setting up and configuring, and some close eye on how it performs, but it most certainly saves time for my team. Generally, we get good feedback from customers, although, as with all things AI, some customers don't like it. Very happy we've got this as an app on our site.
The integration is seamless and the new AI feature is actually helping to 1st touch solve some basic tickets. We tried a few platforms for CS, but in the end we returned to Gorgias - it just works for our team!
The AI agent has been a game changer for us. It has done a fantastic job resolving tickets with accuracy and efficiency. I love how quickly customers are responded to. This feature alone makes the app well worth the minimal cost.
Thank you for taking the time to share your experience, Pine & Pepper! We’re thrilled to hear that the AI Agent has made such a meaningful impact on your support operations. Helping businesses deliver fast, accurate responses while maintaining a high-quality customer experience is exactly what we strive for. It’s especially rewarding to know that the AI Agent is resolving tickets efficiently and providing customers with the quick assistance they expect. Hearing that it has become a valuable part of your workflow and delivers strong value for your investment means a lot to our team. Thank you for your support and for being part of the Gorgias community. We’re excited to continue helping your team scale customer support with confidence!
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