The Gorgias Academy is a learning center for those wishing to become support experts. It contains free courses and certifications that can be taken by anyone with a Gorgias account.As a new initiative our current course options are limited, however w

<p>Gorgias Academy is a free resource designed to help you master all things Gorgias. Choose from a variety of courses that will help you accelerate your onboarding process, improve adoption, reduce time to value, and scale your team&#x2019;s success.</p><p style="text-align: center;"><span style="font-family: Inter;"><a href="https://www.gorgias.com/customer-resources/academy?utm_campaign=gorgias-academy&amp;utm_medium=link&amp;utm_source=help-center" rel="noopener noreferrer" target="_blank"><strong><em>Visit Gorgias Academy</em></strong></a></span></p><hr><p><br></p><h2 id="access-gorgias-academy">Access Gorgias Academy</h2><h3 id="create-an-account">Create an account</h3><p>To get access to everything Gorgias Academy has to offer, create an account. This account is separate from your Gorgias account, so even if you&#x2019;ve already been actively using Gorgias, follow the steps below to set up your account in Gorgias Academy.</p><ol><li>In a web browser, navigate to <a href="https://www.gorgias.com/customer-resources/academy">https://www.gorgias.com/customer-resources/academy</a>.</li><li>Click <strong>Sign Up</strong>.</li><li>Enter your First Name, Last Name, and Email Address. For the best experience, sign up for Gorgias Academy with the same email address you use to access your Gorgias account.&#xA0;</li><li>Click <strong>Start Learning</strong>.</li><li>Check your email inbox for an invitation to Gorgias Academy, then click <strong>Accept invite</strong>.</li></ol><p>That&#x2019;s it! You&#x2019;ll be redirected to Gorgias Academy, and the learning begins.</p><div class="note-callout"><strong>Tip:</strong> Make sure to check your Spam and Promotions folders for our email. If 10 minutes have passed and you haven&#x2019;t received anything, <a href="mailto:support@gorgias.com">reach out to our support team</a> for help.</div><p><br></p><h3 id="sign-in-to-gorgias-academy">Sign in to Gorgias Academy</h3><p>Be sure you&#x2019;ve created an account before trying to sign in.</p><ol><li>Navigate to <a href="https://academy.gorgias.com/">https://academy.gorgias.com/</a></li><li>Enter your email address and password.</li><li>Click <strong>Sign in</strong>.</li></ol><div class="note-callout"><strong>Note:&#xA0;</strong>In September 2025, we relaunched Gorgias Academy on a new platform. If you had an account prior to September 12, 2025, you&#x2019;ll need to create a new account before you&#x2019;ll be able to sign in.</div><p><br></p><h3 id="reset-your-password">Reset your password</h3><p>If you forget your password for Gorgias Academy, we can send you a password reset email.</p><ol><li>Navigate to <a href="https://academy.gorgias.com/">https://academy.gorgias.com/</a></li><li>Click <strong>Forgot your password?</strong></li><li>Enter your email address, then click <strong>Send reset link</strong>.</li><li>Click the link in the email to reset your password.<br><br></li></ol><h2 id="get-gorgias-certified">Get Gorgias Certified</h2><p>Learning at Gorgias Academy happens in courses, which are organized into programs and skills. When you complete a course, it can contribute to a skill. When you complete a certification program, you&#x2019;ll get a certificate. Browse our collection of courses, programs and skills, and choose one to get started:</p><ol><li>From the Academy homepage, click <strong>Discover</strong> in the left-hand navigation.</li><li>Use the filters along the top of the page to browse the available content.</li><li>Choose a course or program, then click <strong>Start Course</strong>. Happy learning!</li></ol><div class="note-callout"><strong>Tip:</strong> Jump right in and learn how to use Gorgias Academy with our <strong><a href="https://academy.gorgias.com/s/BqzceBGNRydh">How to use Gorgias Academy</a></strong> course!</div><p><br></p><h3 id="courses">Courses</h3><p>Our courses are all self-paced, which means you can take them whenever you&#x2019;d like, and there&#x2019;s no timeframe to finish them. If you start a course that you don&#x2019;t have time to finish in one sitting, take a break and come back at a later date, your progress in the course will be saved.</p><h3 id="certification-programs">Certification programs</h3><p>The programs offered in Gorgias Academy are a structured sequence of learning content that you can earn a certificate for completing. It&#x2019;s a good best practice to re-take programs annually to keep your certificate up to date, as we&#x2019;re always updating our content to keep up with our evolving product.</p><h3 id="skills">Skills</h3><p>Some courses will also contribute to skills. When you&#x2019;ve completed every course related to a skill, you&#x2019;ll get a badge on your profile. You can subscribe to a skill to be notified each time we add a new course to Gorgias Academy, which is a great way to stay on top of new features from Gorgias. Here&#x2019;s how to subscribe:</p><ol><li>From the Gorgias Academy homepage, click <strong>Discover</strong> in the left-hand navigation.</li><li>Click the <strong>Skills</strong> filter along the top of the page.</li><li>Search for and select a skill from the list, then click <strong>Save</strong>.</li></ol><p>The skill will be added to your homepage in Gorgias Academy, with a progress tracker letting you know how close you are to earning a badge.</p><h2 id><br></h2><h2 id="faq">FAQ</h2><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h4 style="display: inline; margin: 0;" id="do-i-need-an-account-to-use-gorgias-academy"><strong>Do I need an account to use Gorgias Academy?</strong></h4></summary><p>Yes. You&#x2019;ll need to create an account (separate from the account you use to sign into Gorgias) in order to access everything Gorgias Academy has to offer. If you&#x2019;re just trialling Gorgias, or curious to learn more you can create an account with Gorgias Academy even if you don&#x2019;t yet have an active Gorgias plan.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h4 style="display: inline; margin: 0;" id="i-tried-to-sign-up-but-i-havent-received-the-invitation-email-what-should-i-do"><strong>I tried to sign up, but I haven&#x2019;t received the invitation email. What should I do?</strong></h4></summary><p>We&#x2019;re sorry for the trouble! Be sure to check the Spam/Junk folder and the Promotions folder in your inbox for an email from <a href="mailto:academy@gorgias.com">academy@gorgias.com</a> called <strong>You have been invited to Gorgias Academy.&#xA0;</strong></p><p>If after 10 minutes the email still hasn&#x2019;t arrived, please <a href="mailto:support@gorgias.com">reach out to us</a> for more support.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h4 style="display: inline; margin: 0;" id="how-much-does-it-cost-to-use-gorgias-academy"><strong>How much does it cost to use Gorgias Academy?</strong></h4></summary><p>Gorgias Academy is completely free of charge.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h4 style="display: inline; margin: 0;" id="how-can-i-see-what-certificates-ive-earned"><strong>How can I see what certificates I&#x2019;ve earned?</strong></h4></summary><p>Once you&#x2019;ve completed the program, you&#x2019;ll get an email containing your certificate. You can view all your certificates in Gorgias Academy by clicking <strong>My Library</strong> in the left-hand navigation, under <strong>Progress</strong>.</p></details><details style="margin: 1em 0 0.5em 0;"><summary style="display: list-item;"><h4 style="display: inline; margin: 0;" id="can-i-add-certificates-to-my-linkedin-profile"><strong>Can I add certificates to my LinkedIn profile?</strong></h4></summary><p>Absolutely. Once you&#x2019;ve earned a certificate, follow the steps below to share it to your LinkedIn profile:</p><ol><li>From the Gorgias Academy homepage, click <strong>My library</strong> in the left-hand navigation.</li><li>Under <strong>Progress</strong>, select a certificate from <strong>Your certificates</strong>.</li><li>Click <strong>Share on LinkedIn</strong>.</li></ol><p>If you&#x2019;d like to include a copy of the certificate in the LinkedIn update, download your certificate then click <strong>Add Media</strong> on LinkedIn to upload it.</p></details>

Gorgias Academy

This checklist provides key functions within Gorgias that users should know, segmented by their role within the helpdesk. You can use this as a guide to check your knowledge and identify areas for further learning:

<p id="isPasted" style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">This checklist provides key functions within Gorgias that users should know, segmented by their role within the helpdesk.</p><p style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">You can use this as a guide to check your knowledge and identify areas for further learning:</p><h3 style="box-sizing: inherit; margin-block: 0px 24px; margin-inline: 0px; scroll-margin-top: 84px; font-family: Inter, sans-serif; -webkit-font-smoothing: antialiased; font-weight: 400; font-style: normal; font-size: 16px; line-height: 24px; color: rgb(22, 22, 22); font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: center; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="download"><span style="font-family: Inter; font-size: 16px;"><a href="https://attachments.gorgias.help/k5/hc/mz0e/agent%20knowledge%20checklist%20-%20april%202023%20(1)-072df134-7577-4d3e-929d-2d5125b5f56c.pdf" rel="noopener noreferrer" target="_blank"><strong><em>Download</em></strong></a></span></h3>

Agent knowledge checklist

About Gorgias

Community

Support

Webinars

Developer resources

Please feel free to reach out to our Support Team via email anytime!

What's new

Academy

Main website

Gorgias

Learning material and programs available for merchants wishing to grow.

Resources

Set up a trial account

Migrate from non-Zendesk providers

Help Desk Migration

Zendesk migration 101

Import data from Zendesk

Enable/disable channels

Migrate from Zendesk

Helpdesk migration

Get started

About us

Customer data & privacy

GDPR requests

Policy

Fireside Chats

REST API

Build a custom app

AI Agent explained

Navigate AI Agent from setup to going live

How Gorgias' AI Agent works

Security and privacy FAQ for Gorgias AI Agent

Getting started with AI Agent

Set up and go live with AI Agent

Onboard AI Agent with knowledge sources

Create Guidance to give AI Agent custom instructions

Set up and use AI Agent on Chat

Customize how AI Agent hands over Chats to live agents

Best practices for writing Guidance

How AI Agent uses Vision to understand images

Best practices: prepare Shopping Assistant for sales conversations

Coach AI Agent and give feedback to improve its responses

Onboard and set up AI Agent

How AI Agent recommends products and offers discounts

Customize your Shopping Assistant selling and discount strategy

Turn on customer engagement features for AI Agent

Control which products AI Agent recommends to shoppers

Upgrade your AI Agent subscription to use Shopping Assistant skills

Shopping Assistant skills

Explore AI Agent performance by ticket topic

Test how AI Agent responds to customer questions

Review automation performance in the AI Agent Overview report

Review performance analytics for Support Agent

Review performance analytics for Shopping Assistant

Review automation performance by feature

Measure and improve AI Agent

Create an Action to connect AI Agent to other apps

Create Actions: use advanced options to build custom Actions for AI Agent

View event logs for AI Agent Actions

AI Agent Actions: make changes to Shopify orders

AI Agent Action: Send Loop Returns portal deep link

AI Agent Action: Send return shipping status from Loop Returns

AI Agent Actions: manage Recharge subscriptions

Support Actions: Connect AI Agent to ShipStation

Support Actions: Connect AI Agent to ShipBob

Support Actions: Connect AI Agent to ShipHero

AI Agent Actions: Shipmonk

AI Agent Actions: manage Skio subscriptions

AI Agent Actions: Loop Subscriptions

Connect AI Agent with other apps

Customize how AI Agent behaves

Let AI Agent autofill tags and ticket fields

AI Agent settings

How to test automation features without creating billable tickets

Compatibility of automation features with ecommerce store providers

Flows 101

Flow builder

Create a Flow

Flow steps (triggers, options, ends)

Analyze your Flows drop-off performance

Creating Flow variables using JSONPath

HTTP request step in Flows

Add email to Klaviyo via Flows

Show LoyaltyLion points balance via Flows

Manage Recharge subscription via Flows

Templates for one-step Flows

Flows

Order Management 101

Configure Track Order option

Configure Cancel Order option

Order statuses and possible shopper actions

Return Flow

Report order issue

Order Management

Article Recommendations in Chat (Retired)

Train your Article Recommendations (Retired)

Article Recommendations (Retired)

Sunsetting Quick Responses (July 2024)

Quick Responses 101 (Retired Feature)

Create a Quick Response (Retired Feature)

Statistics for Quick Responses (Retired Feature)

Quick Responses (Retired)

Automation features (Flows & Order Management)

AI Agent & automation features

Gorgias Bot

Search

Add two-factor authentication (2FA) to your Gorgias account

Sign in to Gorgias

Join your team on Gorgias

Create a ticket

Handle incoming tickets

Assign tickets manually

Other ticket management features

Snooze tickets

Merge tickets

Assign priority to tickets in Gorgias

Manage automatic ticket assignment in Gorgias

Take action on tickets in bulk

Export tickets from Gorgias

Internal Notes

Keyboard shortcuts

Tickets auto-merge

Review customer history in Gorgias

Translate tickets in Gorgias (Beta)

Tickets

Customer Sentiments

Customer Intents

Intents & Sentiments

Notifications 101

Enable browser notifications in Chrome

Enable browser notifications in Safari

Enable browser notifications in Microsoft Edge

Disable browser notifications

Notifications

Daily operations

Introducing: Multiple store management in Gorgias

Set Business Hours for Gorgias Support Channels

Gorgias mobile app

Languages Gorgias can detect

Accessing Incognito Mode

SLA Policies

SLA Best Practices

Set up custom SSO for Gorgias

Manage Gorgias account access

Manage multiple stores in Gorgias

Send and receive email from Gorgias with the Gmail integration

Send and receive email from Gorgias with the Outlook integration (Microsoft 365)