Gorgias: AI, Helpdesk & Chat

April 15, 2026

VERY DISSAPOINTING EXPERIANCE FROM WHAT LOOKS LIKE A GREAT COMPANY TO WORK WITH. READ MY EXPERIANCE We had a very disappointing experience with Gorgias. During the initial sales process, we were told that the platform is complex and evolving, and that it’s completely normal not to know exactly what we’d need upfront. Based on that, we answered our sales people's questions to the best of our ability and were reassured multiple times that we could adjust our plan later once we saw how everything actually worked in real use. Because AI is new to everyone and so we thought we would try it to. However, the contract they put together did not accurately reflect those conversations we had. After getting set up and realizing our needs were different than what was scoped based on questions 6 months into using it, we reached out to make adjustments—just like we were told we could with their salespeople. They quoted us a huge plan, very expensive that we needed this based on our volume of tickets. We were no where near these numbers and AI tickets and they warned us of overages and the expensive overage charges. Then I get an email 4/10/26 that is from Gorgias stating May 10th if you upgrade your plan mid billing cycle you'll pay a one time prorated charge for the upgrade. Well wouldn't this have been nice to know when they quoted me this huge plan and we would have planned accordingly. A lot of things represented to sell me this expensive software changed and was not in the contract that they said was all in there. Along with slow support response times, and when we did get responses, they were not helpful or solution-oriented. Most importantly, they refused to adjust our plan, despite clearly telling us during the sales process that flexibility would be available. It feels like what was promised during the sales call was not honored once we became a customer. If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there. Do not rely on verbal assurances as in my case. In our experience, what is said during the sales process does not necessarily match how they operate afterward.

April 9, 2026

Software is nice. But their customer support is terrible. Non-existent. Phones cut out all the time.

April 9, 2026

Beware: This app is EXPENSIVE! You pay a ridiculous $ 1.50 per ticket if you go over your plan, which would be acceptable if the chatbot was the best salesperson ever, but it is not. The chatbot AI did not solve many of our customer's tickets, meaning we often had to jump in and solve ticket manually - while still being charged. Tried it for a few months and dumped it.

April 2, 2026

We wanted to streamline and upgrade our customer experience. We also have a product that requires some education, and we get the same questions every day, so we needed a tool that could handle volume without missing anything. The ticket management is really solid, and the biggest plus is the integration with all the platforms we use, which has greatly simplified our CX team's workflow. I recommend Gorgias, it's a small investment that solves real headaches and saves you a lot of time.

March 26, 2026

We’ve been using Gorgias for 2 years and it’s completely transformed how we approach CX. It’s helped us streamline support and scale automations across multiple stores. The recent AI Agent developments are really powerful and already making a big impact. Working with Alexandra and Stefan has also been great! Highly recommend for any Shopify brand looking to level up their CX.