Reviews (706)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants describe this as a centralized, multi‑channel support hub with deep Shopify integration, letting agents manage orders and refunds in one inbox. Many highlight AI and automation resolving 30–50%+ of tickets, reducing workloads, and boosting CSAT while driving sales through pre‑purchase assistance. Reviewers praise macros, rules, reporting, and customization, plus responsive onboarding and success teams, calling it a game changer for scaling support without extra headcount.
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Using Gorgias Helpdesk has help streamline our email and voice tickets. Launching the AI agent has been incredibly beneficial in automating tickets being creating and getting inquiries answered fast.
Thank you for sharing your experience with Gorgias!
We’re thrilled to hear that Gorgias Helpdesk has helped streamline both your email and voice support workflows. It’s especially great to know that launching the AI Agent has had such a positive impact by automating ticket creation and helping customers get answers faster and more efficiently.
Helping teams save time while delivering a smoother customer experience is exactly what we strive for. We truly appreciate your support and look forward to continuing to support your team’s success!
This app has been essential for our business. Ai Agent gets better with time and the overal experience for our customers to "self help" has freed up time for our CX staff to provide more attention on those enquiries that need it. highly recommened.
Thank you so much for the wonderful feedback!
It’s incredibly rewarding to hear that Gorgias has become an essential part of your business and that the AI Agent continues to improve over time for your team. We’re especially glad to hear that enabling more self-service for your customers has freed up valuable time for your CX team to focus on the conversations that need a more personal touch.
Thank you as well for your recommendation and continued trust in Gorgias. We’re excited to keep supporting your growth!
Have been using Gorgias for several years now for multiple brands and it had been great! I love the AI agent feature and it has helped us with a lot with productivity and efficiency.
Thank you so much for your continued trust in Gorgias over the years!
It’s fantastic to hear that Gorgias has been supporting multiple brands successfully and helping your team scale customer support more efficiently. We’re especially glad to know that the AI Agent feature is already making a meaningful impact on your productivity and day-to-day operations.
We truly appreciate your support and look forward to continuing to grow alongside your team!
It’s ironic that the so-called best support app has some of the worst support I’ve experienced. I started a trial while using Shopify Plus, and they still haven’t been able to fix a store sync issue after a full week. For such a critical issue, and for an app of this level, it should have been escalated and resolved the same day.
Thank you for taking the time to share your experience, Vilrita team.
I completely understand how impactful a store sync issue can be and why timely resolution is so important.
To provide more context, from the moment this issue was raised, our Support team began actively troubleshooting with you to identify the root cause. As the issue required deeper investigation, it was quickly escalated to our L2 Technical team. Since then, the ticket priority has been increased, and our Engineering team has been directly involved in analyzing the issue. They have also followed up with you on a separate thread to keep you informed on progress and next steps.
While we always aim to resolve issues as quickly as possible, cases like this can require detailed and methodical investigation across multiple systems to ensure a reliable and lasting solution. We regret the inconvenience this has caused and truly appreciate your patience as our teams continue working toward a resolution.
A member of our management team will also be reaching out to you directly to further support and ensure this remains a top priority until it is fully resolved. We remain fully committed to working alongside you and getting this addressed as quickly as possible.
We’ve been really impressed with Gorgias, the AI Agent and Shopping Assistant so far. It recently handled a customer question completely on its own, no team involvement needed, and gave super clear info about product shelf life and storage.
What we liked most is that it didn’t just answer the question and stop there. It kept the conversation going, offered helpful suggestions, and felt pretty natural overall.
The customer walked away happy, and that kind of hands-off support is a big win for us. Definitely excited to keep using it.
Thank you for sharing this great feedback, Wondercide team!
It’s wonderful to hear how the AI Agent and Shopping Assistant are delivering clear, accurate answers while also keeping the conversation going in a natural and engaging way. That balance between helpful information and a human-like experience is exactly what we’re aiming to achieve.
We’re especially glad to see it driving fully autonomous resolutions and positive outcomes for your customers. That kind of efficiency can make a real difference for your team.
We appreciate you taking the time to share your experience and look forward to supporting you as you continue to get the most out of Gorgias!
No support, no onboarding, no chance. The when I told them we were looking for a better fit they handed me over to a third party consultant to get set up. Worst app experience on Shopify. Switched to Gladly and they we super helpful and responsive.
Thank you for taking the time to share your feedback, Mr Beer.
We’d like to clarify that you were not handed off to a third-party consultant. You were connected with a Gorgias CX Expert who joined a call with you to better understand the challenges you encountered during setup. Based on the subscription plan you selected, onboarding is provided through a self-serve experience with step-by-step instructions and comprehensive documentation, along with support from our team whenever needed. While this process does require some initial time and effort, it is an important investment to ensure everything is set up to run smoothly and effectively.
You were also informed that our Support team is available 24/7 via email to assist with any questions or issues, though we did not receive further outreach regarding these topics.
We understand you ultimately chose to cancel your account and part ways with Gorgias, and we fully respect that decision.
We genuinely regret seeing you leave and value the opportunity we had to work together. Should you reconsider in the future, our team remains available to support you in getting set up for success.
VERY DISSAPOINTING EXPERIANCE FROM WHAT LOOKS LIKE A GREAT COMPANY TO WORK WITH.
READ MY EXPERIANCE
We had a very disappointing experience with Gorgias.
During the initial sales process, we were told that the platform is complex and evolving, and that it’s completely normal not to know exactly what we’d need upfront. Based on that, we answered our sales people's questions to the best of our ability and were reassured multiple times that we could adjust our plan later once we saw how everything actually worked in real use. Because AI is new to everyone and so we thought we would try it to.
However, the contract they put together did not accurately reflect those conversations we had.
After getting set up and realizing our needs were different than what was scoped based on questions 6 months into using it, we reached out to make adjustments—just like we were told we could with their salespeople. They quoted us a huge plan, very expensive that we needed this based on our volume of tickets. We were no where near these numbers and AI tickets and they warned us of overages and the expensive overage charges.
Then I get an email 4/10/26 that is from Gorgias stating May 10th if you upgrade your plan mid billing cycle you'll pay a one time prorated charge for the upgrade. Well wouldn't this have been nice to know when they quoted me this huge plan and we would have planned accordingly.
A lot of things represented to sell me this expensive software changed and was not in the contract that they said was all in there. Along with slow support response times, and when we did get responses, they were not helpful or solution-oriented. Most importantly, they refused to adjust our plan, despite clearly telling us during the sales process that flexibility would be available.
It feels like what was promised during the sales call was not honored once we became a customer.
If you are considering using Gorgias, make sure every single detail, expectation, and promise is clearly written into your contract is something I would strongly advise and make sure you love that contract because they will not work with you on this to make their app work for you if it is not in there. Do not rely on verbal assurances as in my case. In our experience, what is said during the sales process does not necessarily match how they operate afterward.
Thank you for taking the time to share your experience. We’re sorry to hear it didn’t meet your expectations.
We understand how important it is for the sales process, contract terms, and ongoing experience to feel aligned, especially when adopting a platform that evolves with your needs. Your feedback on plan flexibility, pricing clarity, and communication is noted, and we can see how these points would impact your overall experience. Our goal is always to provide clear guidance upfront while remaining a collaborative partner as your business grows and requirements shift.
Regarding plan adjustments and billing, we recognize that timing and transparency are key, and your comments highlight areas where we can continue improving how we communicate these changes. We also take your feedback on support responsiveness and quality seriously, as delivering timely and actionable assistance is a core priority for our team.
A member of the Gorgias team will be reaching out to you directly to better understand your situation and work with you toward a more suitable path forward. We appreciate you raising this and giving us the opportunity to address it.
Gorgias is great and the more we use it, the simpler it becomes for us and our customers. Highly recommend
Thank you so much for the recommendation!
We’re delighted to hear that Gorgias has become easier and more intuitive for both your team and your customers over time. Creating a simpler, more efficient support experience is exactly what we aim for, and it’s wonderful to know it’s making a positive impact on your day-to-day operations.
We truly appreciate your support and look forward to continuing to grow with your team!
The new upgrade is terrible. I can't delete a ticket.
Thank you for taking the time to share your feedback.
We understand how disruptive it can be when workflows feel impacted after a platform update. While the delete option is still available within the ticket view, I can also see that our Support team has already followed up with you directly and even impersonated your account to investigate further, though they were unable to replicate the behavior you described. At this stage, it may be due to a local or browser-specific issue, and our team remains available to assist as needed.
We’re continuously working to improve the platform and make it more powerful and flexible over time, which is what led to the rollout of the new UI. That said, we know transitions like this aren’t always seamless, and feedback like yours is incredibly important in helping us refine the experience.
Thank you again for sharing your feedback. A member of our management team will also personally reach out to you to ensure this is properly followed up on.
We wanted to streamline and upgrade our customer experience. We also have a product that requires some education, and we get the same questions every day, so we needed a tool that could handle volume without missing anything.
The ticket management is really solid, and the biggest plus is the integration with all the platforms we use, which has greatly simplified our CX team's workflow.
I recommend Gorgias, it's a small investment that solves real headaches and saves you a lot of time.
Thank you so much for your thoughtful review!
It’s fantastic to hear that Gorgias is helping you streamline and elevate your customer experience, especially when it comes to managing high volumes of recurring questions. Supporting teams with products that require ongoing education is something we care deeply about, so it’s great to know the platform is making that process more efficient for you.
We’re also glad to hear that the integrations and ticket management system are simplifying your team’s workflow, that’s exactly the kind of impact we aim to deliver.
We truly appreciate your recommendation and are grateful to be part of your journey!
