Our 3 biggest challenges with Gorgias' ecommerce help desk software

Our 3 biggest challenges with Gorgias' ecommerce help desk software
By Pedals | On Aug 04, 2022
4 min read

Gorgias has a lot to offer eCommerce brands. The customer support platform includes several features specifically designed for online stores, like seamless Shopify integrations and self-service order status updates. However, like any other solution, Gorgias also has its shortcomings. 

To lend a hand to your research, our team has decided to share our biggest challenges with the top customer service solutions on the market, like:

In this latest installment, we’re jumping into Gorgias. So let's dive into the things you may struggle most with if you pick this ecommerce help desk software.

In this article:

1. No time-based automation

There’s a lot you can automate in Gorgias, including ticket assignments, replies and order status updates. One thing the platform lacks, however, is a true time-based automation feature. For example, it’s not possible to auto-tag tickets as “high priority” if three hours have elapsed since they were received, or apologize to customers via live chat if they haven’t received a response for several minutes. 

According to one verified customer review on G2:

"There are workarounds for time-based rules, but they aren’t straightforward or intuitive."

Gorgias snoozing functionality

Our recommendation:

In Gorgias, you can create a rule to “snooze” tickets, and then un-snooze after a set amount of time. However, be aware that snoozed tickets aren’t visible in the regular queue, and require a custom view to access.

2. Unreliable auto-tagging (occasionally)

Gorgias’ automation capabilities are also limited when it comes to tagging. The platform uses auto-tags to bundle relevant tickets together by topic, i.e. “Returns”, “Order Status”, etc. However, this feature isn’t always reliable, causing Gorgias to occasionally re-direct tickets to the incorrect group. This can be especially problematic if agents miss tickets because they weren’t accurately tagged. 

Auto-tags can also be excessive. As one customer noted on G2:

“While the tagging system is great, it can sometimes apply too many automatic tags, which in turn makes it difficult to find a ticket at a later date.”

Additionally, some reviewers complained about customer tickets being erroneously flagged as spam and filtered from the main helpdesk.

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Our recommendation:

Instead of relying exclusively on Gorgias for auto-tagging, manually configure your own workflows. For example, you can use custom if-then rules to automatically tag tickets containing the phrase “Still haven’t received” as “Order status”. That way, you’ll still be covered in case Gorgias misses the occasional ticket. You can also indicate a specific dollar amount or volume of orders within the auto-tag rule to ensure tickets from high value or VIP customers don’t fall through the cracks.

3. No SLA’s

Although more commonly associated with hefty SaaS contracts, Service Level Agreements or SLA’s can also be used in a more informal capacity for setting customer expectations and communicating expected response times. The latter is certainly manageable in Gorgias—however, if you’re an enterprise organization or selling complex products and services, another big challenge with the platform is that it currently lacks built-in SLA functionality. Workarounds in Gorgias can be time consuming and complex, and require using custom fields and views or third-party integrations for SLA tracking.

According to one customer:

“I wish that there was the ability to create time rules or SLA rules. For companies who use Amazon a lot, this is particularly helpful.”

Our recommendation:

Larger companies may be better suited to solutions like Zendesk or Zoho Desk, both of which have robust SLA features. However, if you don’t require full-fledged SLA workflows, this issue in Gorgias may still be fixable. The first way is using the “Views” feature, which consolidates tickets according to predefined filters. You can create and use customized “Views” to group open tickets by time elapsed since they were received, which helps agents prioritize. You can also create a designated section for time-based SLA tickets in the navigation sidebar.

Take Gorgias for a test drive (on your terms)

Gorgias offers some incredible features for eCommerce customer service teams. However, it also has some distinctive challenges which may or may not be a dealbreaker—but that’s for you to decide.

That’s why it’s a good idea to take Gorgias for a test drive— not only to familiarize yourself with the platform, but also the workarounds required to overcome its limitations. You can use TestBox to compare Gorgias side-by-side with other popular customer support platforms including Help Scout, Zendesk, and Dixa. You can also compare information on pricing, data security, and compliance—all in one place. Start test driving software with TestBox for free!

Sam's Face

Pedals is a beloved member of the TestBox team whose entire goal in life is to author amazingly helpful blog posts and to cameo on every piece of TestBox swag.

TestBox empowers you to have a self-serve, customer-led experience so you can buy new software and feel confident that you made the right choice. Currently focused on Customer Support, TestBox allows you to test out Zendesk, Freshdesk, HubSpot, Dixa, and other products side-by-side. It takes a matter of minutes to sign up and take these products for a test drive. Find out more at TestBox.com or follow on LinkedIn.