Gorgias

Alerts (Escalation)

Alerts and Escalation in Gorgias notify support teams when critical tickets remain unresolved or exceed SLA timelines. Using automation, high-priority issues are escalated to senior agents for faster intervention. This feature improves response times, prevents customer dissatisfaction, and ensures that no urgent support request goes unnoticed or unanswered.

Automated Routing

Gorgias features Automated Routing that intelligently assigns incoming tickets based on predefined rules like channel, customer type, or order value. By minimizing manual triaging, this automation ensures efficient workload distribution and quicker resolutions. It helps support teams maintain productivity while delivering faster, personalized responses to customers across all communication channels.

Community Forums

Gorgias does not include native Community Forums, but businesses can integrate third-party platforms to build user communities. These forums foster peer-to-peer engagement, enable knowledge sharing, and reduce support volume by allowing customers to find solutions from fellow users. This external integration enhances the customer support ecosystem through collaborative troubleshooting.

Contract (SLA Management)

Gorgias allows SLA-like functionality through automation rules and tags. Teams can create time-based workflows to alert agents when ticket handling exceeds set thresholds. This feature helps ensure timely responses, maintain service quality, and meet performance commitments aligned with business expectations.

Customizable Branding

Gorgias supports Customizable Branding through branded email templates, chat widgets, and support messages. Businesses can align the look and feel of their customer communications with company aesthetics, including colors, logos, and tone. This feature enhances professionalism and provides a consistent brand experience across all customer interaction channels.

Document Storage

Gorgias allows Document Storage through attachments and integrations, enabling agents to store and share helpful files within conversations. While not a document management system, it supports attaching manuals, invoices, or screenshots directly to support tickets. This improves communication clarity and provides customers with the exact information they need.

Incident Management

Incident Management in Gorgias involves tracking, prioritizing, and responding to service disruptions or technical issues. Through tagging and automation, support teams can group related incidents, notify affected users, and monitor resolution status. Although lightweight compared to ITSM platforms, this feature supports organized response to recurring or widespread issues.

Knowledge Base

Gorgias integrates with external tools to offer a Knowledge Base where customers can find answers to common questions. Agents can link relevant articles within conversations to deflect tickets. This feature empowers self-service, reduces support volume, and ensures customers have access to accurate, searchable information at any time.

Known Issue Management

Known Issue Management in Gorgias helps agents track recurring issues by tagging tickets with shared problem identifiers. Teams can consolidate related tickets, monitor resolution progress, and send proactive updates. This feature helps reduce duplicate effort, keep customers informed, and manage common concerns with transparency and consistency.

Live Chat

Live Chat in Gorgias enables real-time customer support through a web widget. Agents can interact instantly, view customer history, and use macros for quick replies. This feature reduces response times, supports immediate resolutions, and provides a seamless, conversational support experience for users browsing or shopping online.

Macros (Templated Responses)

Macros in Gorgias are predefined response templates agents use to handle repetitive queries efficiently. These can include personalized variables and conditional logic to suit various scenarios. Macros help ensure message consistency, reduce manual typing, and improve resolution speed, enabling agents to deliver accurate support while saving time.

Multi-Channel Communication

Gorgias consolidates Multi-Channel Communication by combining emails, live chat, SMS, and social media messages into a single interface. Agents can manage all conversations from one dashboard, ensuring continuity and context. This feature streamlines operations, enhances efficiency, and provides a unified customer experience across various contact points.

Self Service Portal

Gorgias supports third-party integrations that allow businesses to build FAQ pages or customer dashboards. These portals enable users to resolve common issues independently, check order statuses, or track tickets, improving satisfaction while reducing the number of inbound support requests.

Social Media Integration

Social Media Integration in Gorgias connects platforms like Instagram, Facebook, and Twitter directly to the help desk. Support agents can view, respond to, and convert social messages into tickets. This feature ensures timely, organized responses and centralizes customer communication across social and traditional support channels.

Surveys & Feedback

Surveys and Feedback collection in Gorgias is enabled through integrations with tools like Delighted or SurveyMonkey. After interactions, customers can rate their support experience, providing valuable insight into agent performance and service quality. This feature helps businesses improve their processes and maintain high levels of customer satisfaction.

Ticket Management

Ticket Management in Gorgias allows agents to create, organize, prioritize, and resolve support tickets from multiple channels. Each ticket is enriched with customer data, order history, and automation workflows. This feature ensures efficient handling of inquiries, streamlined collaboration, and faster resolution times across the entire support lifecycle.