Airthreads review for Gorgias
Oct. 26, 2023
Really want to like this app given all the previous great reviews, but we are struggling with it. #1 - We use it for the most basic task: centralizing our e-mail helpdesk. But so far, we have run into issues with emails not syncing between GMail & Gorgias, we can't see replies that we sent via Gorgias in GMail which makes the experience super confusing because we cannot easily tell what we have replied to vs. not etc. #2 - I am sure the issues can be worked through, but what makes is even more challenging is that it is impossible to get on a support call and show the issues we are running into & get quick help making sure our setup is correct. Everything happens over chat. And while the team is fairly responsive over chat, most of the issues we are running into are complex enough that it feels like we are not getting anything resolved. For a helpdesk app, it is very disappointing that we cannot get the help we need to be successful. The schedule a help call calendar is booked 2 weeks out. #3 - The worst is even once we have a chat going with their team, the chat window disappears on its own and once you are out of the chat, there is no way to get back to it!
Hello, Team. We truly appreciate you taking the time to share your thoughts. 🙏 We're absolutely sorry to learn about the issues you're experiencing. That is definitely not the level of service that we intend to provide. We can confirm that one of our team members has reached out to you to address all the aforementioned points and to make sure to schedule a meeting with you at your earliest convenience. Thank you for being honest and for sharing your experience. We will do our best to make things right for you. 🙏
