Switching from Gorgias

Moving from Gorgias to ClerkChat

Gorgias is a helpdesk: tickets, agents, macros, reporting. We answer before a ticket exists. For a lot of merchants the right answer is not to migrate at all but to run us in front, and let far fewer tickets reach Gorgias.

Realistic time: An afternoon to deflect; longer to replace a helpdesk
The catch: Consider running both

What you lose

The question everyone actually has, answered first.

Order actions from inside the conversationRefunding, cancelling or editing an order from the ticket is a Gorgias strength with no equivalent here. If your team does that daily, this is the reason not to migrate.
Ticket history and reportingTickets, tags, SLA records and agent performance data stay in Gorgias. Export what you need before you leave.
Seats, assignment and viewsWe have no ticket queue, so there is nothing to assign. That is deliberate, and it is a loss for a staffed team.
Rules and automation built on ticket fieldsGorgias rules act on tickets. We answer before a ticket is created, so those rules have nothing to act on.

What carries across

Your macros, as training materialMacros are pre-written answers your team already approved. They are among the best training sources you can have, because they encode correct answers in your own voice.
Your help centre contentPoint us at the published articles and the agent has real material at once.
The Shopify connection, for order questionsWe connect to Shopify so the agent can answer about orders. This is narrower than Gorgias, which lets an agent act on the order from inside the ticket.

How to do it

1
Decide first whether this is a replacement or a filterIf you have a staffed support team, do not migrate. Put us in front to deflect the repeats, and let Gorgias handle what still needs a person. Most merchants land here.
2
Export macros and help contentPull the macros your team uses most. Ten good ones are worth more than fifty stale ones.
3
Train and test against real ticketsTake last week's tickets and ask the agent each question. You will see quickly what share never needed a human.
4
Deploy on the site and the messaging channelsAdd the widget and connect WhatsApp or Instagram if your customers use them. Watch ticket volume for a fortnight.
5
Only then decide about the helpdeskWith real deflection numbers you can judge whether the Gorgias plan still fits, or whether a smaller one does.

What catches people out

Cancelling too early is the common mistakeTeams deflect well for a fortnight, cancel Gorgias, and discover the remaining tickets genuinely needed a queue. Run both through at least one busy period before deciding.
Per-resolution billing means deflection changes your Gorgias bill tooIf Gorgias charges you per automated resolution, deflecting earlier reduces that line as well. Check the effect before assuming you need to leave at all.
Ticket volume is not the same as question volumeOne customer may open three tickets about the same order. Judge deflection by questions answered, not by the drop in ticket count alone.

When not to move

If any of these describe you, staying with Gorgias is the right call and we would rather say so than sell you a migration you regret.

Your agents refund, cancel or edit Shopify orders from inside tickets
You need SLA tracking and agent performance reporting
You are consolidating email, phone and social into one ticketing system
Your volume genuinely needs a queue, and deflection only reduces it rather than removing it

Questions

Should I replace Gorgias or run both?: Most merchants with a staffed team should run both: us in front to deflect repeat questions, Gorgias behind for what needs a person. Replacing outright makes sense when support is one person's part-time job rather than a team's full-time one.
Can I reuse my macros?: Yes, and they are excellent training material because they are answers your team already approved, written in your own voice. Start with the ten you use most.
Can the agent refund or cancel orders like Gorgias can?: No. We connect to Shopify to answer questions about orders, but acting on the order from inside the conversation is a Gorgias capability we do not match. If your team does that daily, keep Gorgias.

Moving from something else

Deflect first, then decide about the helpdesk

Train on your macros and watch ticket volume. Free plan, no card needed.

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