Gorgias Review

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Gorgias is more than just a support ticket system—it’s a specialized helpdesk for e‑commerce that puts order data front and center. If you’re running a Shopify or Magento store and want to resolve questions quickly using context, macros, and automation, Gorgias delivers—and then some. But if you’re after robust reporting or managing a small store, it could feel like overkill (and a bit pricey).

Table of Contents

Quick Answers

1. What is Gorgias? A Shopify/Magento helpdesk built specifically for ecommerce, unifying email, chat, SMS, and voice with full order data visibility.
2. Who’s it for? Growing merchants who need context-rich customer support and want automation to handle repetitive tasks.
3. Key features? Multi-channel inbox, contextual order data, macros, rules-based automations, chat/SMS integration, and multi-store support.
4. Compared to alternatives? More ecommerce-focused than Zendesk; more automation-friendly than Freshdesk; less generic than Help Scout.
5. Easy to set up? Yes—install the app, connect Shopify or Magento, configure channels and macros, and you’re live in under an hour.
6. Integrations? Shopify, Magento, BigCommerce, Klaviyo, Slack, Zapier, and dozens more via API.
7. How much? Starts at $60/mo (Basic); scale to $360/mo (Growth) or custom Pro pricing for large teams/volume.
8. Pros & cons? ✅ Deep Shopify integration & automation; ✅ Multi-channel in one desk; ✅ Macros boost efficiency. ❌ Pricier for small merchants; ❌ Complex automations require effort; ❌ Reporting isn’t as advanced as some tools.
9. Worth it? Yes—for growing ecommerce brands that prioritize support efficiency and personalization.
10. Where to get it? Start with Gorgias →

1. Features & Capabilities

Proactively interact with shoppers in real-time with Gorgias Marketing Suite.

Gorgias puts your store’s data front and center—each ticket shows info like order status, total, tags, refunds, and customer lifetime value. No more tab-switching to answer questions.

Macros and rules let you automate repetitive tasks: process refunds with one click, auto-tag customers, send shipping updates, or escalate high-value orders. Watch your handle time drop fast.

All support channels—email, chat widget, SMS, and even phone—live in one unified inbox. You reply through the same interface, and Gorgias routes messages and applies workflows automatically.

If you manage multiple brands or stores, Gorgias handles them easily with shared inboxes, templated replies, and context switching so your agents always know who they’re talking to.

Plus, Gorgias integrates with third-party tools like Klaviyo and Slack. You can trigger email flows or internal alerts based on ticket activity—perfect for proactive customer care.

2. Pricing & Value

Gorgias pricing is based on ticket volume and users. The Basic plan ($60/mo) gives you 3 users and 350 tickets, suitable for smaller stores getting serious about support workflows.

The Growth plan ($360/mo) expands to 10 users, adds chat/SMS/voice channels, 1,000 tickets, and full automation. That makes it a powerhouse for mid-size teams.

Pro is custom-priced, ideal for large operations needing SLAs, advanced automations, custom apps, and unlimited concurrency—perfect for support-centric enterprises.

For stores scaling support, Gorgias offers high ROI through saved time and improved customer experience. But smaller merchants may find the jump to Growth steep.

3. Ease of Use & Onboarding

Getting started is smooth—install the Shopify app, connect your helpdesk to channels, and watch your order data flow into tickets. Macros and auto-rules templates are provided out of the box.

The UI is clean and responsive. Agents can apply tags, assign macros, and escalate with keyboard shortcuts. The learning curve for advanced automations is mild and Gorgias offers sandbox environments for experimentation.

The onboarding team provides helpful walkthroughs. They’ll help you draft macros, set up rules, and integrate Slack or Zapier to fit your workflow.

4. Case Studies & Reputation

Some brands have cut refund processing times up to 70% simply by automating triggers and macros.

Gorgias reports that retailers using it resolve tickets up to 50% faster. High-volume brands claim CSAT scores spike when agents can instantly access customer history and order details.

Merchants appreciate the plug-and-play automations—one brand cut refund processing time by 70% simply by automating triggers and macros.

On review sites, users praise the fast agent experience but sometimes ask for deeper analytics to track long-term trends and ticket lifecycle metrics.

5. Customer Support & Reliability

Gorgias offers 24/7 email and live chat. Growth and Pro plans get priority SLAs, faster replies, and support for complex automations.

The platform is stable—with reliable uptime, encrypted data transfer, GDPR compliance, and PCI readiness for handling order info.

The Gorgias community Slack and support docs are solid resources—users often share macro recipes and workflows that are fully reusable.

6. Summary & Final Rating

Pros

Cons

Final Rating: ★★★★☆ (4.4/5)

Gorgias is the go-to helpdesk for online stores that take support seriously. It streamlines communication across channels, automates away repetitive tasks, and brings order-level clarity to every conversation. For a growing brand, it’s worth the investment. Smaller shops might want to wait until their ticket volume justifies the upgrade.

Start with Gorgias →