Gorgias Features

Gorgias

Help desk and customer service solution

4.61/5 (18 reviews)

Gorgias Feature Summary

  • Automated Routing
  • IT Asset Management
  • Interaction Tracking
  • Macros/Templated Responses
  • Network Monitoring
  • Real-time Chat
  • Remote Access/Control
  • Reporting/Analytics
  • Workflow Configuration

Competitor Feature Comparison

@mentions
API
Activity Dashboard
Alerts / Escalation
Analytics
Auto-Responders
Billing & Invoicing
Call Center Management
Chat
Communication Management
Contact History
Contact Management
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Templates
Email Integration
Email Templates
Help Desk Management
History Tracking
Inbox Management
Multi-Channel Communication
Order Tracking
Performance Management
Performance Metrics
Performance Reports
Project Notes
Request Assignment
Request Routing
Social Media Integration
Subscription Management
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Learn moreCompare App
@mentions
API
Activity Dashboard
Alerts / Escalation
Analytics
Auto-Responders
Billing & Invoicing
Call Center Management
Chat
Communication Management
Contact History
Contact Management
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Templates
Email Integration
Email Templates
Help Desk Management
History Tracking
Inbox Management
Multi-Channel Communication
Order Tracking
Performance Management
Performance Metrics
Performance Reports
Project Notes
Request Assignment
Request Routing
Social Media Integration
Subscription Management
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Visit WebsiteCompare App
@mentions
API
Activity Dashboard
Alerts / Escalation
Analytics
Auto-Responders
Billing & Invoicing
Call Center Management
Chat
Communication Management
Contact History
Contact Management
Customer Activity Reporting
Customer Complaint Tracking
Customer Experience Management
Customer History
Customizable Branding
Customizable Templates
Email Integration
Email Templates
Help Desk Management
History Tracking
Inbox Management
Multi-Channel Communication
Order Tracking
Performance Management
Performance Metrics
Performance Reports
Project Notes
Request Assignment
Request Routing
Social Media Integration
Subscription Management
Support Ticket Management
Support Ticket Tracking
Tagging
Third Party Integration
Visit WebsiteCompare App

Mobile apps

iOS App


15 reviews

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


10 reviews

Gorgias Feature Reviews

18 reviewers had the following to say about Gorgias's features:

Anonymous
(Food & Beverages company, 1001-5000 employees)

Very nice user friendly helpdesk package but limited marketplace integrations beyond shopify

2020-06-24

Some integrations need better docs on how to use advanced functionality.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Kemal Adityawarman

Needs a lot of improvement

2020-03-06

I use it to solve tickets from customer as a customer service.

Pros

1. Easy to merge ticket from one to another 2.

Cons

You have to make another new channel for tickets instead of instant sorting system

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
Read more
Eric Stoddard

Best Customer Support Platform for Shopify

2017-07-18

Pros

- Seemless integration into Shopify - Easy to use and navigate; shorter onboarding times - Amazing team that really listens to customeer feedback

Cons

- Young product that requires some bug squashing - Still growing the number of integrations that they have developed

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Michael Weiss

Customer Service Software with Shopify Integration

2020-03-24

It's a great customer service platform that saves a lot of time

Pros

Tagging in Gorgias is great as well as the easy integration with Shopify.

Cons

Sometimes it gets buggy with the integrations and it takes longer than you would like to skip around to different apps

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Frank Taillandier

Fast, efficient and powerful

2017-02-10

It has some powerful features, and macros and integrations are a real time saver.

Pros

Custom views and rules.

Cons

Spam filtering.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Forrest Stoddard

Makes communicating with customers a walk in the park!

2017-07-18

Easy and simple communication amongst company customers.

Pros

I like how Gorgias allows me to organize all the different tickets and also assign tickets to various employees.

Cons

The interface may be my least favorite thing about Gorgias because although it gets the job done, I think that it could have a sleeker, more pleasing to the eye interface.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Lindsey Hancock

Gorgias for Customer Chat

2019-06-13

Overall, Gorgias is a great tool for staying on top of customer feedback and providing excellent customer service.

Pros

(inbox, chat, etc.) as well as label them for ease of referencing them later.

Cons

I don't like that they took away the option to manually mark your Chat team as "unavailable".

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Robyn Curtis

Gorgias Templates

2019-02-27

I often type the same or very similar email responses daily so using Gorgias for easy-access templates to plug in saves me a ton of time!

Pros

Thank you can build custom email templates and easily use the extension within your email platform

Cons

So far I have no complaints about Gorgias because it's so easy to use and very handy

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Alessandro Bottai

Great tool, great support

2017-04-11

We use it to manage the customer care of a cinema ticketing booking service, so we need to be fast and effective: we were looking for a product that did not have a thousand functions - of which many unnecessary - but focused on the most important features.

Pros

Fast; simple but complete; clear UI; the right functions, without getting lost in useless tools or procedure

Cons

What can I say? Blue is my favorite color, but this is a marginal detail :-)

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Antonio Cordova

Gorgias has really saved me time.

2017-09-20

I was able to save a lot of time in my emails. This allowed me to double the amount of work I can get done.

Pros

Being able to use short keys when sending emails saves me a great deal of time with a number of emails that I send in a day.

Cons

It is however still easy to type that and then the short key.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Higher Education company, 1001-5000 employees)

Great All-Around Customer Service Software

2019-07-18

One, succinct terminal for all of our Customer Service needs is very helpful

Pros

Gorgias allows us to manage our FB, Messenger, Instagram, Amazon, Email, and other Customer Service outlets all in one helpful interface. It puts a picture to each user's name, allowing for a more "personalized" looking response.

Cons

Having transferred over from Zen Desk, some of the software feels "backwards." But overall, super intuitive and solves many of our long term issues.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ashley Livingston

We use Gorgias to produce easy email templates

2017-12-07

Efficiency

Pros

Gorgias has cut time and made it easier with their email templates.

Cons

Sometimes the icon does not appear in the body of the email.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Rileigh Butler

Excellent! Has saved me WEEKS of time.

2018-06-27

This product saves me so much time I couldn't imagine doing my job without it.

Pros

Because of the nature of my job, I send a lot of emails responses to similar questions, this software allows me to save a response that I felt was good and use it whenever the same question comes up.

Cons

It's simple, easy to use, and saves me tons of time.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Anna Liebowiz

Gorgias is a growing company with the potential to change the customer support world.

2017-06-27

The Gorgias team goes out of their way to add features to maximize your customer support efficiency.

Pros

If they do not have a feature available that you want, they will make necessary changes to ensure the very best experience.

Cons

Gorgias is very new. There are still some glitches that occur. If a glitch happens, the Gorgias team fixes it very quickly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Clayton Barney

Love using this! Makes mass emailing a breeze

2018-07-19

Pros

Being at a job where I send out similar emails every single day, it is so nice to be able to customize my emails and shortcuts to optimize my time at work.

Cons

They only thing I can think of that would be bad, is the look of the software. It looks old and outdated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Avishai Moscovich

an effective auto-expanding text tool

2018-02-02

Pros

This will automatically enter the text defined in the template

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Christie Schaefer

Easy to use tool for templates

2018-06-05

Pros

I only used it for email logging to Salesforce and email templates.

Cons

There was no email tracking in the trial, which I'm not sure if that's a function for the paid version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Petteri Pucilowski

Very satisfied

2017-02-01

The customer service is very responsive and helpful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more