Gorgias Features
What are the features of Gorgias?
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Self-Service Platform
- Automation
- Integrations
Communication
- Pop-up Chat
- Notifications
Process
- Tickets
- Macros
Channels
- Social
Gorgias Categories on G2
Filter for Features
Platform
Mobile User Support | Based on 90 Gorgias reviews. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 74% (Based on 90 reviews) | |
Customization | As reported in 117 Gorgias reviews. Allows users to customize chat colors, text, logos, and branding. | 86% (Based on 117 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 131 Gorgias reviews. | 89% (Based on 131 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality 130 reviewers of Gorgias have provided feedback on this feature. | 87% (Based on 130 reviews) | |
Reporting | As reported in 123 Gorgias reviews. Provides analytics tools that reveal important business metrics and track progress | 82% (Based on 123 reviews) | |
Dashboards | Based on 127 Gorgias reviews. Displays important metrics relating to performance | 84% (Based on 127 reviews) |
Ticket and Case Management
Ticket Creation User Experience | As reported in 173 Gorgias reviews. User Experience of creating and submitting a ticket | 90% (Based on 173 reviews) | |
Ticket Response User Experience | As reported in 175 Gorgias reviews. User Experience of responding and receiving a response | 92% (Based on 175 reviews) | |
Workflow | As reported in 173 Gorgias reviews. Route tickets based on values of fields, changes to ticket status and time based conditions | 89% (Based on 173 reviews) | |
Automated Response | Respond to common requests with standard reply This feature was mentioned in 162 Gorgias reviews. | 85% (Based on 162 reviews) | |
SLA Management | See feature definition | Offers tools for managing and tracking service-level agreements (SLAs) 124 reviewers of Gorgias have provided feedback on this feature. | 83% (Based on 124 reviews) |
Attachments/Screencasts | Documents and files can be attached to the ticket to communicate with customer issues/resolutions 160 reviewers of Gorgias have provided feedback on this feature. | 88% (Based on 160 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 163 Gorgias reviews. | 90% (Based on 163 reviews) | |
Customer/Contact Database | Central repository for account and contact information This feature was mentioned in 160 Gorgias reviews. | 89% (Based on 160 reviews) |
Communication Channels
Customer Portal | Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents 139 reviewers of Gorgias have provided feedback on this feature. | 90% (Based on 139 reviews) | |
Email to Case | As reported in 152 Gorgias reviews. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 91% (Based on 152 reviews) | |
Live Chat Support | Based on 143 Gorgias reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 88% (Based on 143 reviews) | |
Social Media Integration | As reported in 151 Gorgias reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 86% (Based on 151 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. This feature was mentioned in 84 Gorgias reviews. | 84% (Based on 84 reviews) |
Self-Service Experience
Knowledge Base | Based on 159 Gorgias reviews. Provides a repository of information that can be used by those seeking support. | 86% (Based on 159 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 151 Gorgias reviews. | 84% (Based on 151 reviews) | |
Community Forums | As reported in 116 Gorgias reviews. Enables users to engage with other users to solve common issues. | 84% (Based on 116 reviews) | |
Mobile Optimization | Based on 134 Gorgias reviews. Optimizes the customer self-service experience on mobile devices | 78% (Based on 134 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 150 Gorgias reviews. | 83% (Based on 150 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 146 Gorgias reviews. | 86% (Based on 146 reviews) | |
Automation | Automates some or all operation related tasks 169 reviewers of Gorgias have provided feedback on this feature. | 84% (Based on 169 reviews) | |
Artificial Intelligence | Based on 139 Gorgias reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 79% (Based on 139 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 171 Gorgias reviews. | 88% (Based on 171 reviews) |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. This feature was mentioned in 162 Gorgias reviews. | 89% (Based on 162 reviews) | |
Notifications | As reported in 175 Gorgias reviews. Delivers notifications to both sides of the conversation. | 86% (Based on 175 reviews) | |
Targeted Emails | Based on 117 Gorgias reviews. Sends automated emails to further engage clients and potential clients. | 86% (Based on 117 reviews) | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. 115 reviewers of Gorgias have provided feedback on this feature. | 86% (Based on 115 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. 89 reviewers of Gorgias have provided feedback on this feature. | 87% (Based on 89 reviews) |
Internal Use
Customization | As reported in 117 Gorgias reviews. Allows users to customize chat colors, text, logos, and branding. | 86% (Based on 117 reviews) | |
Conversation Archiving | Archives conversations in a separate location for later reference. This feature was mentioned in 145 Gorgias reviews. | 90% (Based on 145 reviews) | |
Lead Development | Based on 106 Gorgias reviews. Enables employees to denote potential customers. | 87% (Based on 106 reviews) | |
Knowledge Base | Based on 128 Gorgias reviews. Establishes a knowledge base for employee reference during conversations. | 88% (Based on 128 reviews) | |
Team Inbox | Based on 136 Gorgias reviews. Provides a central location for help requests, helping employees respond sooner. | 89% (Based on 136 reviews) | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. 158 reviewers of Gorgias have provided feedback on this feature. | 87% (Based on 158 reviews) |
Process
Mentions | Scours various channels for brand mentions to proactively seek reparative communications. This feature was mentioned in 140 Gorgias reviews. | 87% (Based on 140 reviews) | |
Tickets | As reported in 169 Gorgias reviews. Creates and assigns support tickets, scheduling them in a timely manner. | 91% (Based on 169 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 167 Gorgias reviews. | 93% (Based on 167 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
168 reviewers of Gorgias have provided feedback on this feature. | 95% (Based on 168 reviews) | ||
Social | Connects employees with customers through a social media solution. 159 reviewers of Gorgias have provided feedback on this feature. | 89% (Based on 159 reviews) | |
Live Chat | Ability to connect agents with customers through email.
141 reviewers of Gorgias have provided feedback on this feature. | 91% (Based on 141 reviews) | |
Phone | As reported in 83 Gorgias reviews. Connects employees with customers through a calling solution. | 83% (Based on 83 reviews) | |
Text | Ability to connect agents with customers through text message solution.
86 reviewers of Gorgias have provided feedback on this feature. | 84% (Based on 86 reviews) |
Insight
Surveys | Based on 104 Gorgias reviews. Provides opportunity for customers to give feedback through a survey. | 85% (Based on 104 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. 137 reviewers of Gorgias have provided feedback on this feature. | 85% (Based on 137 reviews) | |
Visitor Activity | Allows administrators to track visitor activity to understand the research that was done before turning to customer service. This feature was mentioned in 108 Gorgias reviews. | 87% (Based on 108 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. This feature was mentioned in 133 Gorgias reviews. | 90% (Based on 133 reviews) |
