Gorgias lists 21 features. How many does your team use?

Core helpdesk (inbox, rules, macros, reports) is buildable, but the AI agent, voice/SMS channels, and 100+ app ecosystem are not replaceable by a custom app.

Unified inbox and channels

• Omnichannel inbox
  Handle email, chat, social and messages in one view.
  Needs an outside service: Gmail API and Microsoft Graph. Email/social channel sync needs mailbox and platform APIs; a custom inbox can cover web forms and email piping only.
• SMS support
  Respond to inbound text messages.
  Needs an outside service: Twilio. Needs an SMS provider number and carrier fees.
• Voice support
  Support customers by phone from the helpdesk.
  We can't build this. Requires running telephony networks; can only integrate a third-party provider.

Ticket management

• Routing
  Assign tickets by channel, topic, sentiment and agent capacity.
• Prioritization queues
  Urgent queues per team and agent.
• Rules automation
  Automate repetitive ticket processes and follow-ups.
• Team and user permissions
  Teams, roles and granular access control.

Agent workspace

• Macros
  Canned responses that fill customer data and update tickets.
• Customer sidebar and timeline
  Customer orders, events and interactions across channels in one view.

AI features

• AI Agent
  Autonomous AI that answers and resolves shopper inquiries.
  Needs an outside service: OpenAI or Anthropic API. Buildable on a third-party LLM; not Gorgias's proprietary, pre-trained model.
• AI tagging and summaries
  AI labels tickets and drafts conversation summaries.
  Needs an outside service: OpenAI or Anthropic API. Works with a hosted LLM; accuracy will not match a trained product.
• AI translations
  Translate and localize messages.
  Needs an outside service: OpenAI or Anthropic API. Needs a translation model API.
• AutoQA
  AI scoring of every interaction.
  Needs an outside service: OpenAI or Anthropic API. Scoring via LLM prompts; no custom-trained models.

Help center and forms

• Self-service help center
  Knowledge base for customers.
• Contact form
  Structured contact forms that create tickets.

Reporting and insights

• Tailored dashboards and agent stats
  Customizable dashboards, agent performance, SLAs.
• CSAT surveys
  Customer satisfaction surveys.
  Needs an outside service: Resend. Survey invitations are sent by email.
• Trends and voice of customer
  Trend monitoring across conversations.
  Needs an outside service: OpenAI or Anthropic API. Basic counts buildable; AI theme extraction needs an LLM.

Commerce integrations

• Shopify order and customer data
  View and act on orders, returns and subscriptions in the ticket.
• Ecosystem app connections
  100+ prebuilt apps such as Recharge, Yotpo and Loop Returns.
  Simplified version. Each integration must be built individually against that vendor's API.

Security and administration

• SSO and MFA
  Single sign-on and two-factor authentication.
  Needs an outside service: WorkOS. MFA is buildable; enterprise SSO needs an identity provider setup.

What you’d bring

We write all the code. These features only work on outside services, and those accounts are yours to open and pay for directly.

What we can’t build

• Voice support. Requires running telephony networks; can only integrate a third-party provider.

Build only the Gorgias features you use

Pick your features, choose what it connects to, and see the price before you start.