Gorgias Helpdesk

(Update2024) Here we are in 2024. Two years later and this company continues to disregard the myriad of comments and support tickets. When I submitted a ticket about their IOS app literally not functioning due to the fact the keyboard will add, change, and manipulate words when typing along with the cursor moving all over the written text, their response was for me to restart the phone. They acted that they were not aware of the issue, however a simple look at their own app page shows dozens of people all complaining about the same thing. What a horrible experience from a very well funded tech company. (2022) It’s a real shame that a well funded company in the year 2022 would care less about their customers mobile experience than anything else. It’s a little confusing why you would even keep this app as part of your overall product with how little effort you put into developing, and maintaining the app. For example, this app continuously loses my login information, stored login details do not allow access and require the app to be deleted and re-installed, the iPad version of the app DOES NOT USE LANDSCAPE MODE!!!? How? Most people using an iPad Pro for business will have their iPad in landscape mode attached to a keyboard. The current version of the app crashes upon FaceID login check, its essentially the worst app I have on my device and I don’t know why I keep attempting to use it. Truly the worst. Both there iOS versions of this app are practically unusable. They do not frequently update their app with any valuable bug fixes or improvements. I have been on the Georgias platform for almost two years and the apps still remain largely unusable with a terrible UI and overall garbage experience for a user. And I’m not asking for a lot, but its abundantly apparent that they do not care whatsoever about there iOS products. If you are a business that lives off iOS or is constantly away from a desktop I suggest you look for another support desk software that cares about mobile users. That shouldn’t be difficult to find.

So many people are on the go and this app absolutely blows. You can’t even type a sentence without parts of the word skipping and typing out gibberish. I can’t help my customers at all. I have to get on a computer. For how much we all pay a month, it boggles me that a simple chat app doesn’t work. It makes me want to switch back to Shopify Inbox, so I can efficiently and quickly answer customers. It’s beyond frustrating.

The product overall is decent and will probably be great in 12-24 months. Their sales efforts are way ahead of the actual product, though. Other reviews have pointed out plenty of issues that I won’t duplicate here. However, I’d like to highlight that you literally can NOT search your customer tickets/conversations in the iOS app which is beyond ridiculous. You also can’t attach a photo from your phone’s camera roll. You have to manually find the photo on your phone and then save it to the iOS Files space and from their you can find it via the Gorgias app 🙄 I’ll be moving us over to Reamaze very soon.