Gorgias: Helpdesk, Chat & FAQ

Hi there team, thank you for taking the time to share your feedback. We truly appreciate it! Regarding onboarding, the type of support offered depends on your annual revenue tier, as outlined on our Pricing page. If you hover over the ⓘ icon next to tiers of support under the Support from the Gorgias team toggle, you'll see a breakdown of which onboarding package applies to which revenue bracket. As for chat support, while our chat may occasionally be unavailable during peak periods or lower coverage windows, our email support remains open 24/7 - and we’re always here to help as quickly as possible. I had a look, and it seems your latest ticket was already addressed by our team. That said, if there’s anything still unresolved or you need further help, please don’t hesitate to reply to the thread - we’re more than happy to assist further.

Awesome to hear, team! Thank you so much for the review - we're always here to help when you need us. We hope we can work together on getting everything you need for your business to continue thriving!

Yay, Team Nine West! 🎉 We're so glad you're happy with the support received - you just made our day! 🫶🏻 We're here for you 24/7 if anything comes up!

Thank you for your feedback, Team OlenVR! We understand how important your data is, and we want to clarify that it will be retained for 90 days after cancellation. This allows for flexibility in case you decide to return. After this period, your data will be permanently deleted in accordance with our privacy policy. We hope this explanation provides some clarity.

Hey Genesis Digitals Team, we’re sorry to hear about your experience and appreciate the detailed feedback. To clarify, the AI-powered Shopping Assistant you mentioned is indeed still in beta, with a phased rollout planned for this quarter. However, the AI Agent for Sales - part of our broader AI Agent offering - has been available to merchants who activated it earlier, and the subscription includes capabilities beyond just product recommendations. Regarding billing, the charge reflects access to the full AI Agent suite, not just the Shopping Assistant - it can still help automatically respond to tickets. This is fully accessible even while other components are in beta. For features like product recommendations, you can already create powerful automated paths using Flows. These are customizable Q&A chat journeys that help guide shoppers and can drive conversions even without the Shopping Assistant. We’re always striving to improve our products, communication, and support, and we truly value your input. If you’d like to reconnect with us directly, we reached out to your email directly and would love the opportunity to turn this experience around.

Hey EzSpace, we're sorry to hear about your experience! You can reach our Support team through both Chat and Email. We use AI to help get the necessary information or troubleshooting steps to you faster, so you don't have to wait for the Support team if it's something easily solvable. If our AI Agent isn't quite satisfactorily replying to your questions or can't sort out your issue, you can always ask it to hand over to a human, and it will do so. Then, our team will jump in to support! We've also reached out to you via email to provide further assistance, and hope we can turn your experience around.

Hey there team, we really appreciate your feedback. We're sorry to hear you didn't find Gorgias useful for your Polish market. We'd love a chance to check in and see what was lacking - our Support team would be happy to see how we could have helped make your experience better. As for cancelling your subscription, while we don't offer refunds per our MSA, there's a cancellation button on your Billing & Usage page that lets you cancel your subscription anytime.

Hi Sud Express! Thank you for your 5-star review! We truly appreciate your support! 🙏🏼 Count on our team for any help with your Gorgias platform. ⭐️

Vielen Dank für Ihre fantastische 5-Sterne-Bewertung! 🌟 Wir freuen uns riesig, wie wertvoll Gorgias für Ihren Shopify-Shop ist und dass unser KI-Bot und unsere Automatisierungsfunktionen Ihrem Team helfen, Zeit zu sparen und Kunden noch effizienter zu bedienen. Es ist großartig zu wissen, dass Sie bereits großartige Ergebnisse erzielen – und noch spannender, dass noch viel Potenzial in der Zukunft steckt! 🚀 Wir unterstützen Sie bei jedem Schritt, während Sie Gorgias erkunden und optimal nutzen. Nochmals vielen Dank für Ihre Empfehlung und dafür, dass Sie Teil der Gorgias-Community sind!

Hey Team ViX! Thank you for your 5-star review! We truly appreciate your support! You can always count on our team if you need any help! ⭐️

Thank you for your review! We're happy to hear that Gorgias helps you stay organized and supports your support team effectively. It's also great to know you're enjoying our AI Agent! 🤩 We appreciate your feedback on the UX and want to ensure we're always improving. We've reached out to you privately to learn more about the specific improvements you'd like to see. Your insights are invaluable in helping us make Gorgias even better! Looking forward to hearing from you! 🚀

Hi Egendesign! We appreciate your feedback and understand that pricing is an important factor when choosing the right solution for your business. Our team has reached out to offer alternative plan options and we invite you to hop on a call with our Billing team to explore the best plan that empowers your business. We’d love to work with you to find the best fit for your needs! 🙏🏼

Thank you so much for your kind words! We're proud to hear that Joaquin was able to assist you effectively and guide you through everything step by step. Providing clear and helpful support is something we truly value, and it means a lot to know that you had a positive experience. If you ever need anything else, we’re always here to help. We appreciate your recommendation and your support! 🫶🏻

You are so kind, Team Lobocki! Thank you for sharing your feedback - We're glad you're loving the platform and our support. Let us know if you ever need anything! ⭐️

Hi Team Hauttief! We’re sorry to hear about your experience and appreciate your feedback. Regarding the spam tickets, Gorgias mirrors your email inbox, but we recommend enabling the Auto-Close Spam Emails rule to better manage irrelevant emails. We sent you more details about this via email to help you improve the handling of spam tickets. As for the billing issue, our team has reached out with a detailed explanation and is assisting you further. Thank you for the opportunity to address your concerns!

Hi Solarhandel24 team, We sincerely apologize for the inconvenience caused. We’ve reviewed the situation and are taking steps to make things right. Please check your inbox for further details, and feel free to reach out if you have any additional questions

Hi Team Hilts! Thank you for your kind words and for taking the time to share your experience! We're thrilled to hear that our onboarding process and customer support have been helpful to you. It’s fantastic that you’re finding value in organizing and automating your support tickets—efficiency is key to delivering great customer experiences! If there's anything we can do to ensure you get the most out of it, or if you have any feedback as you explore it further, please don’t hesitate to reach out. Thanks again for choosing us. 🫶🏻

Hi team Milkbar Breastpumps, We're sincerely sorry to hear about this. Our deliverability options are put in place to ensure all your emails reach your customers without any issues; it's not our intention to cause any inconvenience to you or prevent you from having these same emails directly within Gmail. We've emailed you privately to rectify this and turn your experience around.

Hi Sophie, Thank you so much for your kind words! 🌟 We're thrilled to hear that Gorgias has made customer service seamless and easy for you. Joaquin will be delighted to know his assistance with domain verification was so helpful. If you ever need anything else, don’t hesitate to reach out—we’re here for you. 😊