Gorgias: Helpdesk, Chat & FAQ

Jan. 26, 2021

This has made such a difference to our customer service, and the Gorgias team are always on hand to reply to any messages and provide help where needed.

Jan. 22, 2021

I had few questions about the app and the settings and they answer me fully and very quickly. I recommend

Jan. 22, 2021

So far so good, we are fledgling users of the system with our new Shopify store. Support helpdesk is always on the case - great service. However some of zee translations in zee system are a leetle bit French.

Sept. 29, 2024

I tried this in 2021, and my original review is beneath. I was recommended to Gorgias as a solution by Loopreturns, and I explained that I could not get it to work. They said it had changed a lot, so I signed up for the expensive ($380/month) subscription because our store has grown so much. I have to tell you that the app is even worse than it was before - they have added a new online course - but the images are wrong - and they apologize but they did not change it! I have been on trying to fix this for about three hours now - and talking with a support agent (Sharmaine) who is even more useless. I asked her how to change the logo size, and she asked me to write to the engineers to ask how to add that future in later releases! I will be long gone. The logo is microscopic, and you cannot change the size. Sharmaine said to increase the bit size of the file - up to 500k - how does that make sense? It doesn't matter how big the file is (I made it 380k) the file is microscopic. I am going back to the referrer, "Loop Returns" and telling them about my experience, as this reflects poorly on the referring developer. It does not work on Firefox. Secondly, when you try to access the app through the shopify window, it takes you to a "sign up new account" window, which is a useless loop. You then find your way to your support tickets, but cannot find the settings from there. Mostly, it does not work on Firefox, and this was verified by the support agent. Poorly designed app and is not functioning.

Dec. 25, 2020

Integrations did not work during the call with a Gorgias employee but we were already charged a fee (which was refunded later). We also tried to solve the issue by ourselves but the documentation is not totally clear and we do not have enough resources for an extra task. It is frustrating to sign up to a new platform and run into problems from minute 0. I think the integration should be smoother and also they could offer a free implementation service for all the plans. Also the chat support service was not friendly and they took a lot of time to respond to our concerns.

Dec. 24, 2020

I now have virtually my entire tech stack and customer communications run through Gorgias. Amazing App and Highly recommend it!

Dec. 23, 2020

The functionality is great and helps tremendously in our daily operation. Should something be unclear - their chat function is quick & their support team is amazingly helpful!

Dec. 10, 2020

The features have been amazing so far, meeting our needs to create a support system well. The customer support team has been excellent, all the agents have been responsive and helpful at all times :)

Dec. 8, 2020

We switched from Zendesk and very happy with the move. The Gorgias interface is far, far better, very intuitive. It's simple to create rules and macros, update them on the fly, etc. I was a bit weary of the "pay by ticket" setup but it's not that bad in practice, if you only use email. Though if you have busy social media accounts like we do, you will probably not want to use Gorgias for Instagram and Facebook comments. It just gets way too expensive. I think they will have to reconsider this at some point. Collaborating within Gorgias is really great for our small team, game changer compared to Zendesk. Shopify integration is just amazing, you have full access to the Shopify API data from within Gorgias. Tech support tries really hard to help, some of the best around. I have encountered a couple of cases with complex rules where their team got confused and I received different advice. But we got there in the end, they were patient and stuck with it until solved. Over the last few months, I have felt support getting better. I would 100% recommend Gorgias. I can see there is passion in the team and development seems fast and purposeful. There have already been some substantial updates and more coming on the public roadmap.

Dec. 4, 2020

Zoran Orestijevic was amazing! Helped me resolve an issue in about 5 min and made it very easy for me to understand by sending me a screen-recording!

Dec. 3, 2020

Support team is great! They respond quickly and they explain the issues comprehensively. They try hard to make it as easy as possible.

Nov. 12, 2020

support team is awesome! always helpful, Gorgias makes everything easier! highly recommend, always get an answer with questions within minutes!

Nov. 11, 2020

We love Gorgias! Huge improvement over ZENDESK which should really rebrand as HELLDESK. Favorite feature is the social comment management.

Nov. 11, 2020

We just changed to this app. Their customer service is prompt in assisting us with our concerns and providing resolutions.

Nov. 6, 2020

We switched from ZenDesk to Gorgias and couldn't be happier. It's cheaper, the customer service is way better, the UI is easy and intuitive, and we save minutes on each ticket by being able to refund, discount, re-ship and more right within the Gorgias app.

Nov. 6, 2020

This app is so helpful, I can manage all my customer chat and customer status in one single place " Awesome " They help me to set up all properly, more than happy to find you guys, the customer support is amazing, they are always there for you any time you need them, your guys rock!

March 23, 2023

Our team switched from ZenDesk to Gorgias in April 2021. We're still using Gorgias as of March 2023. Their team responds quickly and takes their user suggestions seriously. They try to continually improve the software for the functionality of all their users. So glad we switched! Still love the move to Gorgias! Very happy with the platform.

Oct. 22, 2020

Can answer 10 tickets on Gorgias in the time it takes to answer a single ticket on Zendesk. Integrates flawlessly with shopify.

Oct. 12, 2020

Great app and great customer service! Vanja nailed it in a moment of crisis :) I recommend using this very helpful app!

Oct. 2, 2020

Ilija Kostic was wonderful! He went above and beyond! Thank you! We had three issues and he worked it out very fast.