GorgiasReviews of gorgias.com

new update really baddddd !!!!! it's literally piece of crab, not user friendly, lots of bugs and lagging !! shame!!

We use Gorgias with about 3 of our clients. There are so many missing features. New features come along very rarely. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Where other platforms are making leaps and strides, Gorgias stays still, and never gets better. When you make requests for improvements, they never listen, even for ones that would clearly make their product better. Its just not really where a customer service tool should be in 2026. I could not recommend it to others. They recently updated the UI.... fine... but the basic features just aren't there... it's like they don't have a dev team making improvements. I've now been waiting 90 days for a fix so that the AI agent can give a different response to a retail vs a B2B customer... still no solution, still no timeline. I would say avoid at all costs. Will - Electric Labs

The new update is unusable. They've removed everything that separated various sections from one another. It's visually one big mess. You can tell they don't actually work on ticket, because if they did, they'd know this set up is a major headache! Everything that was visually appealing and easy on the eyes is gone. I would not recommend anything using/swapping to Gorgias. In face, at this point, I'm recommending my various contract move away from it.

worse support team i've seen so far. they don't even understand their app and gave me 3 times misleading suggestions on setting up multilingual version for their contact form. and they threatened that i should be polite with them under this context or they'll close the conversation. how are you supposed to be calm and polite when faced with such xxxx team?

We've used Gorgias for over a year. Our experience has not been great. This is one of the worst SaaS offerings I have encountered in over 20 years of working in IT. It looks good in the demo. In the first month you find the product is a bit buggy. Half the integrations don't work properly (and there's no logs of their failures). You get billed for tickets that are either SPAM, or interactions with the same customer about the same issue that Gorgias deems a new ticket. Your browser slows to a crawl when Gorgias is open. You start to realise basic features don't work, like customer merge suggestions being case sensitive (what the?). You find half your tickets were stuck behind their SPAM filter for a week, which is not configurable. You can't reply to tickets on the go, because the mobile interface is unresponsive and the type-ahead breaks your words making it unusable. The reporting is weak, there are some flashy dashboards, but no historical trend reports, or really any other way to track a teams progress on KPIs or goals over time. So you raise these issues with support. You have to get past the AI bot wall, then a ticket is raised. After weeks of back and forward with an agent who doesn't seem to care your world is on fire, you may get your issue escalated -- a new ticket is created with no continuity, so you have to explain it to the allocated engineer all over again. The engineer looks at the issue, and after some time agrees -- yeah it's broken, but that will be a feature request, so go put it on our wish list. It turns out that's a big black hole of things that never get done. Or, that issue won't be fixed until we launch feature X, which is currently in planning with an unknown launch date. In 12 months I have seen none of these major issues actually fixed. I'd like to say things are improving, however the new UI 2.0 just launched completely broken, with major regressions in multiple areas. Some are still unresolved. It is unclear what is being done to fix these issues. At this time I find it hard to recommend this platform. Gorgias needs to totally reconsider how they handle their customers, and how they prioritise product feedback. They need to focus on quality, rather than bolting on AI features that don't work. They need a proper ticket system with escalation - ironically something you'd think a customer service platform would understand!

Honestly so bad. I can’t even log in

The software is really quite buggy... There are so many missing features. New features come along very rarely. Even their support documentation has lots of 404s. Their intent stuff is a mess, their AI stuff is half baked, their integration with Shopify is missing basics (e.g. B2B vs retail customers). Its just not really where a customer service tool should be in 2026. I could not recommend it to others. We have been using with clients for about a year or two, never gets much better.

I have been using Gorgias for about 7 years and the last few years the customer service has been terrible. For the past few months I am having an issue and the AI bot just says we opened a ticket and someone will get back to you but nothing this has been going on for too long and its impacting the way we work. Shame on Gorgias.