Gorgias: Helpdesk, Chat & FAQ

Nov. 11, 2025

I’m very impressed with Gorgias Helpdesk. After training the AI, it now handles a large share of support tickets automatically. This lets us run a lean support operation with only one part-time person managing cases that need a human touch or go beyond the AI’s current range. Choosing Gorgias over the four other options I reviewed turned out to be the right call.

Nov. 11, 2025

Our Gorgias AI Agent had a query from a customer about whether the Primo Dolce close coupled WC has a gloss finish. What AI Agent did: • Confirmed that the WC features a double glaze finish described as polished, meaning it has a glossy surface. • Clarified the customer's assumption about the finish. • Offered assistance for any further questions. That clear communication earned a 5/5 CSAT with the comment: "AI was really helpful, and strangely knew all about my problem, and quickly resolved it. This is amazing service without any human interaction and Gorgias AI now resolves up to 35% of all our customer contacts.

Nov. 10, 2025

So much success utilizing the AI Agent thus far - could not recommend more!

Nov. 10, 2025

We’ve been using the Gorgias AI pretty much since launch, and it completely transformed how we handle customer support. What used to take hours each day is now done in less than 30 minutes — and that’s mostly just me checking how good the AI handled everything. What really impressed me is how human and caring the replies are. It’s not just fast, short answers — the AI actually sounds thoughtful, empathetic, and appreciative, even when dealing with the more “demanding” customers. Honestly, it sometimes does a better job than humans at staying patient and on-brand. Only a handful of customers ever noticed that it’s AI, which says a lot. We’ve even integrated it with Loop for subscriptions, so it can cancel, modify, or manage requests automatically — no manual work needed. Overall, the Gorgias AI is the best example I’ve seen of real, practical AI in ecommerce. It saves us time every single day and delivers better customer experiences at the same time.

Nov. 10, 2025

We’ve been really impressed with the Gorgias AI Agent so far. It handles customer inquiries smoothly and naturally, even in more nuanced cases like explaining product differences or return combinations. It’s saved our team a lot of time while still keeping replies clear and on-brand. The AI also helps turn support interactions into great customer experiences, one of our customers recently rated a full AI conversation 5/5! Highly recommend it for any brand looking to improve efficiency and response quality.

Nov. 9, 2025

Gorgias makes customer communication simple and seamless. It is easy to use and keeps everything in one place, including email, chat, calls, and tickets. We recently started using it for both outbound and inbound calls, and every interaction is tracked automatically. It has made managing customer service smoother, faster, and much more organized. — Ari Siegel, Founder, History By Mail

Nov. 7, 2025

Our experience with the Gorgias AI Agent has been fantastic! Recently, it handled a customer question comparing our Bahama Naturals Gentle Oatmeal Sensitive Soap Bar to Dove’s Sensitive Soap, and the response was spot on; clear, educational, and personable. The AI explained the ingredients, benefits, and clean qualities of our soap while recommending other products that suited the customer’s needs. It truly felt like an extension of our team and helped deliver the kind of thoughtful support we value. Highly recommend!

Nov. 7, 2025

Gorgias has been an excellent tool for customer service! Our team is small and mighty, but what we aren't able to tackle, Gorgias can pick up the slack and automate many things with ease to help keep the customer service process simple and easy for the customer!

Nov. 6, 2025

I've been using Gorgias for the past 4 years, and we've been very satisfied with the granularity of support, feature rollout, community engagement, and overall user experience. The automation tools have been exciting to learn, test, and refine. I understand and appreciate Gorgias as an organization that values continuous improvement. Over the years, I've seen each channel become a little easier to use, and I feel assured that they'll continue to improve the user experience based on our feedback. A tool is only as good as its user, and Gorgias is making it easy for us to learn, refine, and thrive! Our customers are stoked, and so are we.

Nov. 6, 2025

Fantastic platform and team! We’ve been using Gorgias for a couple of years and couldn’t be happier. The platform is powerful, easy to use, and the support team is top-notch. The new AI Chat Bot is a game-changer—it handles routine queries flawlessly, saves us hours, and feels like an extra team member. All our channels are in one place, automation keeps things running smoothly, and the integration with Shopify is seamless. After years of great results, I wouldn’t consider switching to any other helpdesk. Gorgias just keeps getting better!

Nov. 5, 2025

We’ve been using Gorgias for years and love it! The platform is easy to use, reliable, and continues to improve. The AI features have become noticeably smarter and more accurate over time as they’re trained, making it even easier for our team to manage customer support efficiently.

Nov. 5, 2025

Overall pretty good, it has helped us be so much more efficient with customer service. The Ai agent takes a good bit of training, but it has help cut down customer service time

Nov. 5, 2025

Our experience with Gorgias has been wholly positive - it's freed up a massive chunk of resource in our sales and tech support teams enabling us to add value elsewhere, which has been invaluable. We have a very technical product and the AI assistant has been incredibly accurate in it's advice and support over email and chat (albeit after investing a lot of time in training) and also at covering more mundane day to day queries that it dispatches with ease. It's generated a decent amount of sales too, which for a store with a avg sale value of over $2500 is impressive. My only regret is that we didn't adopt Gorgias earlier.

Nov. 4, 2025

Gorgias has been the best CRM we’ve ever used! They keep rolling out new features that not only enhance the customer experience but also make life easier for our support team. The AI agent has been incredible at helping respond to customers; it even cancels orders automatically when someone requests a cancellation. It’s boosted our CSAT and freed up our team to focus on the bigger, more complex tickets.

Oct. 29, 2025

The best in the game! Gorgias truly helps us be the best CX team we can be, with next-level automations, AI tools, and world class support. Their team goes above and beyond to level up their merchants and really listens to the feature requests they get. Can't recommend them enough!

Oct. 29, 2025

We used a different platform before, and switching to Gorgias was one of the best decisions we ever made. I would like to address a few positive topics: Personalized onboarding: Several 1:1 sessions on migration + a super comprehensive help center. Historical data (e.g., from Zendesk or other platforms): Can be easily imported - retroactively up to 2 years. Intuitive interface: Easy to understand, very logical structure. Automation: Flows, order management, AI assistant etc. We achieved a 30% automation rate after a short time and are really very satisfied with the work of the AI agent. Price: Billing by ticket instead of user accounts – for us, this billing model is very fair and less expensive compared to other platforms. Analyses that really help: Ticket tags, performance metrics, etc. are easy to set up – dashboards can be customized using drag & drop which helps a lot. Deep integration with Shopify: Unfortunately, we have an ERP in between, but otherwise you can do a lot with this app and it saves an incredible amount of time because you no longer have to switch between systems, e.g., for refunds, customer data, etc.

Oct. 29, 2025

Very underwhelming experience using Gorgias. I'm surprised there is so much fanfare surrounding this app. I tried getting passed the free trial and it kept telling me that my payment was successful but the app kept giving me a notification that my free trial expired. Beyond that I could not get support from Gorgias to resolve the issue and I struggled to set it up the way I needed. The application was clunky and unintuitive.

Oct. 24, 2025

I cannot stress how crucial Gorgias has been to our CX team's success. No developers are needed, huge savings, and automations at your fingertips. Save your sanity and dollars and get on Gorgias!

Oct. 24, 2025

Perfectly built for brands like ours. We’ve been using Gorgias for a few years now, and it really made for our type of business. It’s well integrated with Shopify and covers everything we need as a B2C brand. The pricing makes sense for our size, and the AI tools add real value.

Oct. 24, 2025

For E-com CX, Gorgias is unquestionably the best option to build out. You can start small and scale up with your growth or transfer over from a legacy system like Zendesk (I did, best call I made for the brand!) and see your CX have immediate improvements. When you throw in their new AI assistance, you've got a world class software!