--- title: "Gorgias Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Gorgias. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Gorgias is a good fit for you!" source_url: "https://www.softwareadvice.com/crm/gorgias-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Customer Service Software](https://www.softwareadvice.com/crm/customer-service-comparison/) / [Gorgias](https://www.softwareadvice.com/crm/gorgias-profile/) / Gorgias Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/crm/gorgias-profile/) Reviews [Alternatives](https://www.softwareadvice.com/crm/gorgias-profile/alternatives/) # Gorgias User Reviews ## Reviews summary - Overall rating: 4.6/5 - Total reviews: 135 ### Secondary ratings - Ease of use: 4.6/5 - Customer support: 4.5/5 - Value for money: 4.5/5 - Functionality: 4.5/5 ### Rating distribution - 5 stars: 99 reviews (73%) - 4 stars: 27 reviews (20%) - 3 stars: 7 reviews (5%) - 2 stars: 1 reviews (1%) - 1 star: 1 reviews (1%) ### Most mentioned pros - Features like sentiment‑based auto‑tagging, customizable ticket fields, AI‑generated ticket summaries, phone transcription, and the much‑improved multi‑level IVR with natural‑sounding text‑to‑speech have all had real practical value. - Everything is built around Shopify workflows which is exactly what you need when most of your tickets are order-related. - Macros save a ton of time on repetitive tickets and the automation rules are actually flexible enough to be useful. ### Most mentioned cons - The AI Agent follows the same pattern, offering full functionality only for Shopify and requiring an awkward email‑per‑store setup that doesn’t fit every business. - There are many options to customize filtered views but this basic one is missing and hasn't been added - which seems counterproductive. - I couldn't even have a chance to downgrade the plan and remove the services we are not expect to use because I was told we were still in trial period. And now, they are refusing to refund due to their no refund policy. ## Gorgias customer reviews Showing reviews 1-25 of 135 (page 1). ### Georgias is excellent computer program - Overall rating: 5/5 - Reviewer: Saskia M. - Verified reviewer: Yes - Industry: Restaurants - Company size: 10000+ employees - Product usage: Used weekly for less than 12 months - Reviewed: September 2023 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Georgias facilitates the automation of routine customer service requests and simplifies the management of more complex cases. With Gorgias, you can monitor critical metrics and assess past performance to enhance future results and the client experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros You may tailor the client experience you provide with Gorgias to meet your specific business requirements. You can get your job done quickly and neatly with the many useful tools and extensions it provides. When you need assistance, Gorgias is there for you. A bare-bones installation works well, but the platform can be customized to your specific needs by delving further into its settings using rules, macros, and more. Overall, it's a reliable system for achieving top productivity. #### Cons Although not all services and extensions are included in your Gorgias membership, upgrading is simple, and the added functionality is well worth the investment. #### Reasons for switching to Gorgias easy-to-navigate interface that works well with a variety of retail channels and integrates with the most popular social media sites, facilitating the consolidation of customers who have shopped across multiple channels into a single account. --- ### Easy to use - Overall rating: 4/5 - Reviewer: Wyatt T. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used weekly for less than 12 months - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. it was good it kept everything in one place and was easy to navigate while you are in the app #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It keeps everything in the same spot and is easy to navigate #### Cons It was hard to get notifications I only saw things when I went looking for them #### Reasons for choosing Gorgias We liked the features that it had over other apps at the time --- ### Good product for the price! - Overall rating: 3/5 - Reviewer: Ryan W. - Verified reviewer: Yes - Industry: Wholesale - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2024 - Review source details: This review was submitted organically. No incentive was offered Overall, it has helped speed up our response times and distribute work evenly among our workers. Happy with it so far. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros It was quick to setup and get running at a reasonable price point. Also allows us to delegate work more evenly across our customer service agents. #### Cons Can't create folders and drag and drop them in to it. You must create rules to get tickets to drop into folders you create. --- ### Good service and helpdesk platform - Overall rating: 4/5 - Reviewer: Fabian L. - Verified reviewer: Yes - Industry: Building Materials - Company size: 51-200 employees - Product usage: Used weekly for more than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Overall very good, we stopped using the chat function but beside that it do work very well #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros The simple integrations to different tools and platforms as well as the simple layout and easy work #### Cons The chat function and the autoresponder is quite bad #### Reasons for switching to Gorgias A better platform that worked with multiple integrations and systems as well as allowed us to use it the way we want to --- ### Good software for ticket management with a lot of integrations - Overall rating: 5/5 - Reviewer: Pelle B. - Verified reviewer: Yes - Industry: Building Materials - Company size: 51-200 employees - Product usage: Used weekly for less than 2 years - Reviewed: January 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Very good, the auto chat was not really good for us, other than that everything is really good! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Easy to implement, a lot of integrations and everything mostly just works #### Cons The auto chat function is not worth the hassle of setting up #### Reasons for switching to Gorgias More integrations, better price per user and a more modern system --- ### Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Food & Beverages - Company size: 1001-5000 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. User love it and very few headaches. Some integrations need better docs on how to use advanced functionality. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros Really nice interface, users love it. Very easy to configure. Powerful rules and macro engine, Seamless shopify integration. Support is proactive and good. Developer friendly with good API #### Cons If you want to integrate ebay or amazon, you need a third party add on which is itself limited. Prepare for additional costs. Rules and Macro engine has some limitations when looking to fully automate processes. It could be easier to test rule logic before deploying. #### Reasons for switching to Gorgias eDesk had better amazon / ebay integration but had severe limitations elsewhere. Gorgias a better all round fit. --- ### Better than Zendesk - Overall rating: 5/5 - Reviewer: Charles A. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2022 - Review source details: This review was submitted organically. No incentive was offered Pleasant. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Easy to use. Has live chat and now a customer support area to answer all those questions. Integrates with WhatsApp and Instagram. Allows multiple languages in one price plan. #### Cons There's no pause plan when undergoing integrations or updating the website for a time, but you can always ask them to close it and come back later. #### Reasons for choosing Gorgias The multiple languages, ease of use, and price all in one. #### Reasons for switching to Gorgias Multiple languages in one ticket and ease of use. --- ### MY experience with Gorgias - Overall rating: 5/5 - Reviewer: Hope S. - Verified reviewer: Yes - Industry: Wholesale - Company size: 2-10 employees - Product usage: Used weekly for less than 6 months - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Amazing. I give it 9/10, I am currently using this to manage my clients ecommerce shop #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros What I like more is the automation and workflows in Gorgias, It helps with streamlining and support processes, reducing response times #### Cons Just the limited customization, and the interface is a bit overwhelming . I want to keep using it because it was the first software I got to work with with the help of my client. hence I want an improvement. Because truthfully speaking it is the best. --- ### Gorgias Automation has been a game changer! - Overall rating: 5/5 - Reviewer: Cadence F. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: April 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Love the automation features—saves time, boosts team efficiency, and ensures no customer slips through the cracks. Automations help route tickets, trigger responses, and handle repetitive tasks instantly, freeing up our team to focus on more complex issues. It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow. #### Cons The UI feels clunky at times and could definitely be more intuitive, modern, and streamlined overall. --- ### Reliable, User-Friendly, and Efficient Ticketing System - Overall rating: 5/5 - Reviewer: Albert R. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: April 2025 - Review source details: This review was submitted organically. No incentive was offered Overall, Gorgias has been our main ticketing platform and has been very reliable. We use it every single day and rarely run into any issues. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We use Gorgias every day as our ticketing system to answer questions and communicate with our customers. It is a very reliable and user-friendly platform that absolutely gets the job done! #### Cons The last few updates came with some UI changes that felt cluttered and unnecessary. --- ### Great platform if you get lots of inbound - Overall rating: 5/5 - Reviewer: Orion B. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: Self-Employed - Product usage: Used weekly for more than 2 years - Reviewed: March 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It enables me to get a lot of different inbound channels organized easily #### Cons It can feel a little bit complex as a solo renewer. When I had a larger team, it was a great way to keep everybody aligned. --- ### Gorgias - Overall rating: 4/5 - Reviewer: Latoya G. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 12 months - Reviewed: May 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It's pretty great overall, I use it everyday, at first I thought it was not user friendly but it works and easy too #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Live chat is easier my most liked, easy to navigate and shows a number to work with and how it goes down to zero #### Cons My least favourite is the when I close a ticket I immediately go to another one and it could be a ticket someone is assigned to, also if I'm on the 4th slide and I come out of a ticket then I go back to the 1st slide #### Reasons for switching to Gorgias Gorgias is more affordable --- ### Gorgias is great! - Overall rating: 5/5 - Reviewer: Nicole M. - Verified reviewer: Yes - Industry: Food Production - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. With Gorgias we're able to more quickly and seamlessly handle our customer care with few mistakes. Gorgias is a crucial tool in scaling our Customer Care team #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros We love that Gorgias is easy to use and integrates with the other softwares we use. Their customer service is also great, and the monthly webinars they host really make me feel like I'm using the product to it's fullest extent. Also, having the option to attend "office hours" for my installation is amazing. #### Cons There is no good way to mass email customers and it's such a pain point. We have had to send several mass communications since using Gorgias- mostly communications concerning COVID shutdowns- and it has been a painstaking process to use other methods for mass email. Please please please create this feature! #### Reasons for choosing Gorgias Gorgias had the features I was looking for, great support, and a user-friendly interface. --- ### Would Recommned - Overall rating: 4/5 - Reviewer: Erin E. - Verified reviewer: Yes - Industry: Sporting Goods - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Our account manager is super knowledgeable and has the ability to assess our use of the platform and make recommendations on how we can improve the experience. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Easy to use, limitless macro features that easily integrate with Shopify, onboarding was pretty painless, account manager is responsive and supportive, consistent improvements being made #### Cons Wish reporting was more robust - would like to see improvements on how feedback can be collected after a ticket is closed and continually enhancement of live chat features would be great. #### Reasons for choosing Gorgias Features, UI, simplicity --- ### Basic chat tool for small businesses - Overall rating: 3/5 - Reviewer: Sigmund D. - Verified reviewer: Yes - Industry: Consumer Electronics - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: July 2022 - Review source details: This review was submitted organically. No incentive was offered Basic support for chats but need better reporting functions #### Ratings breakdown - Ease of use: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros Ease of use across multiple channels from social media to your own websites #### Cons Not a lot of good reports to drill down productivity --- ### Great Concept, Poor Support & Organization - Overall rating: 3/5 - Reviewer: Louis A. - Verified reviewer: Yes - Industry: Arts and Crafts - Company size: 2-10 employees - Product usage: Used daily for less than 6 months - Reviewed: July 2024 - Review source details: This review was submitted organically. No incentive was offered The implementation was supported moderately well, but still needs a lot of work. After launch, support can only be described as inconsistent, but consistently incompetent. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 2/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros Ease of use & implementation. The system is fairly easy to setup. #### Cons The platform could be great, but it is in a constant state of flux, and half the features don't work for BigCommerce sites. The system is full of bugs and inconsistencies. The system is geared specifically to Shopify. They should be much more open about that upfront. If you are using BigCommerce, you will not be able to take advantage of many of the automated features. --- ### Easy to Use - Simple to Setup - Great Pricing - Overall rating: 5/5 - Reviewer: John D. - Verified reviewer: Yes - Industry: Retail - Company size: 2-10 employees - Product usage: Used daily for less than 2 years - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like how customizable the product is in conjunction with it per ticket pricing as opposed to per user pricing #### Cons Support when you reach out to them about their support articles that they wrote and aren't terribly up to date they always respond that we are on the wrong tier for them to help us... Granted the support we are asking for is for complex items but those complex items are detailed incorrectly on their site. --- ### Perfect product ! - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Automotive - Company size: 10000+ employees - Product usage: Used weekly for less than 2 years - Reviewed: August 2021 - Review source details: This review was submitted organically. No incentive was offered My overall experience is , Gorgias has been extraordinary for our requirements, and their client assistance is a standout amongst other we have across the entirety of the frameworks we use. I like the course their advancement group is going and anticipate the enhancements that are to come. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I like that is extremely simple to learn and explore contrasted with various stages that are exceptionally befuddling. Indeed, even an amateur help specialist can figure out how to utilize this stage without critical preparing. #### Cons Assuming you need to coordinate ebay or amazon, you need an outsider extra which is itself restricted. Plan for extra expenses. Rules and Macro motor has a few impediments when looking to completely mechanize measures. It very well may be simpler to test rule rationale prior to conveying. --- ### Great product - makes customer interaction easier - Overall rating: 5/5 - Reviewer: Tracey D. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros Allows our team to quickly respond to customer queries and to be able to tag them for future follow up when needed. Overall, a great system for keeping everything in check. #### Cons There is too big a jump in Monthly tickets between the Basic Plan and the Pro Plan. We would like access to just one of the features available in the Pro plan, but we can't justify the cost or ticket count to change plans just to get this feature. Would be great if these could be offered as "add-ons" at individual prices so that you can customise your plan. --- ### Makes my life easier taking care of customers - Overall rating: 5/5 - Reviewer: Kelsey M. - Verified reviewer: Yes - Industry: Cosmetics - Company size: 2-10 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. So many benefits to working efficiently with a small team. I love having all the tickets inside one spot where they are easy to manage. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Gorgias is a game changer for customer service. It makes taking care of customers very easy and efficient. Macros and automations work flawlessly and save so much time. #### Cons I feel like ticket reporting isn't always accurate and their customer care could be faster. Sometimes it takes hours for a issue to get resolved. Also, IG DM's inside Gorgias would be ideal. --- ### From an Admins Perspective - Overall rating: 4/5 - Reviewer: Adam B. - Verified reviewer: Yes - Industry: Consumer Goods - Company size: 11-50 employees - Product usage: Used other for less than 12 months - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Initial setup calls where a bit tedious because technical information was a bit lacking and Gorgias customer support isn't just a phone call away. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros I would have to say cost. While the customer service team enjoys this product and its integrations with our e-commerce platform - cost compared to competition is by far the most important aspect. #### Cons I do not use the product daily or in the same way our customer service team does... That being said the interface and menu system is cluttery. Also, I would have liked to see built in spam controls that rely on something besides a direct gmail integration. The term 'gmail integration' is simply a way to use gmail as the email service provider and not Gorgias itself. Only then can you have trainable spam controls and one location for your spam. It simply duplicates whats already being marked as spam by google. Other platforms have spam controls independent from google. #### Reasons for choosing Gorgias cost and e-commerce integration #### Reasons for switching to Gorgias Cost was cheaper --- ### Elevating Customer Experience - Overall rating: 5/5 - Reviewer: Joshua N. - Verified reviewer: Yes - Industry: Retail - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2024 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros We use Gorgias to engage with our customers through our Shopify e-commerce site and this makes it effortless to handle incidents and resolve customer enquiries. It also assists with our conversion as we utilise the live chat to help assist customers as soon as possible to help them make a more informed decision sooner. Previously this was all done utilising a mailbox that we had so we have elevated our customer experience immensely. #### Cons Can be a little bit costly for smaller businesses --- ### The best helpdesk in my opinion - Overall rating: 5/5 - Reviewer: Kemal A. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 201-500 employees - Product usage: Used daily for less than 2 years - Reviewed: October 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I use this to handle customers' tickets on daily basis. From every helpdesk that I've used, this one is the most fastest, easiest to use, and responsive. #### Ratings breakdown - Ease of use: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros -Rally fast and responsive. -Clean, efficient, and clear Shopify plugin. -Macro can be easily integrated with Shopify #### Cons -I wish we can open multiple ticket under one tab -Sometimes there are users that have bug where their eyes are on every ticket they have opened. --- ### easier customer service and management - Overall rating: 5/5 - Reviewer: Joe S. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: 2-10 employees - Product usage: Used daily for less than 12 months - Reviewed: March 2021 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. overall a very good experience. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros replacing a cluttered email box that was used by 4 people - gorgias is a brilliant solution. #### Cons setting up workflows can be annoying if you have to use tags, open/close status, etc. doesn't 100% meet our needs #### Reasons for choosing Gorgias ease of use --- ### One of the best Shopify app for unifying all support conversations - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Software - Company size: 10000+ employees - Product usage: Used daily for free trial - Reviewed: December 2022 - Review source details: This review was submitted organically. No incentive was offered The overall experience was excellent, and will definitely recommend this for your Shopify stores #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros I liked their UI the best and being a Freshchat user, I was able to quickly grasp their tool and use it effectively for my Shopify store. They provide a unified dashboard that provides me with a birds-eye view of all support conversations like email, chat, voice, SMS, social media, etc. I was able to easily view and edit my Shopify orders, and they provide full context of customer issues so that I can instantly reply to their queries. #### Cons I did not identify any cons. Their setup was quick, and their in-app tour helped me get acquainted with all their features quickly. ## More reviews [Next reviews](https://www.softwareadvice.com/crm/gorgias-profile/reviews/?page=2) --- Gorgias Reviews, Pros and Cons - 2026 Software Advice