Getting started for new Gorgias usersUpdated 34 minutes ago
Gorgias is an AI-first customer support platform built for ecommerce teams. All of your customer inquiries — from email, live chat, social media, SMS, and Voice — are combined into a unified inbox alongside your customers' order history and account data.
Before you start, make sure you’ve joined your team’s Gorgias helpdesk, and have signed in to your account at your brand’s Gorgias subdomain (e.g., yourcompany.gorgias.com).
1. Set up your profile
Your profile tells your customers and teammates who they're talking to. Set it up before you start handling tickets.
- From your helpdesk, click the profile icon in the bottom-left corner.
- Click your name in the menu to view your profile.
- In the Your bio field, enter a short description of yourself.
- Add a profile picture.
- Click Save changes.
Your name and photo will appear in outgoing responses sent from your account. If you add a bio, your admin can choose to include it in your email signature.
2. Configure your notifications
Gorgias can notify you when new tickets arrive, when you're mentioned, or when a customer replies to a conversation you're assigned to. Tune your notification settings to help you stay informed without getting overwhelmed.
- From your helpdesk, click the Notifications icon in the main menu.
- Click the Settings icon in the notifications panel.
- Choose which events trigger a browser notification, and set a notification sound and volume level.
- Click Save changes.
Gorgias notifications are delivered through your browser, so it’s a good idea to confirm whether notifications are allowed in your system settings.
3. Learn how to navigate Gorgias
Before you start responding to customers, take some time to learn how to navigate around Gorgias, and how to handle incoming tickets. The articles below are a great starting point, but your team might have some specific guidance to share as well:
4. Expand your skillset
If you get stuck or want to learn more, Gorgias has several resources that you can access directly from your helpdesk.
- From your helpdesk, click the profile icon in the bottom-left corner.
- Select Learn from the menu to access the following resources:
- Help Center
- Gorgias Academy
- Gorgias Community
- Keyboard shortcuts
Join the Gorgias Academy and Community
Gorgias Academy is Gorgias's free learning platform, with video courses and certifications designed to help support agents and admins get the most out of Gorgias. Whether you want a structured introduction to working in the helpdesk or you're aiming to get certified, the Academy is a great place to build that foundation.
The Gorgias Community is a forum for Gorgias support agents, team leads, and admins from ecommerce brands of all sizes. It's a good place to ask questions, see how other teams have set things up, share what's working, and get answers from people who are dealing with the same challenges as you. If you haven't received an invitation to the Community, reach out to [email protected] to request a new one.
