Delighted Is shutting Down. What should Eecommerce support teams do next?

If you're using Delighted to collect customer feedback, you’ve probably heard the news: the product is being sunset on June 30, 2026.

For ecommerce teams using Gorgias, Shopify, or helpdesk integrations, this change isn’t just a technical detail. It affects your customer experience, your agents' performance tracking, and your ability to act on real-time feedback.

In this post, we answer the most important questions ecommerce support teams are asking right now.

When is Delighted shutting down?

Delighted will fully shut down on June 30, 2026. Starting July 1, 2025, customers won’t be able to renew annual contracts and will be limited to monthly plans. No new features will be added between now and the sunset date.

If you're relying on Delighted to collect CSAT, NPS, or post-ticket feedback, now is the time to start planning your migration.

What data should I export before Delighted shuts down?

You should export:

  • All survey responses
  • Lists of sent and scheduled surveys
  • Trend reports and saved filters
  • Reports like Snapshot, Pivot Table, or Over Time

This data will help you preserve benchmarks, performance trends, and customer comments that may be crucial to understanding long-term satisfaction.

How do I export my data from Delighted?

Here’s how to export step by step:

  1. Go to your Delighted Dashboard
  2. Click on Export data in the left-hand menu
  3. Choose your export type:
    • Survey responses
    • Sent surveys
    • Scheduled surveys
  4. Pick your date range
  5. Click Export as CSV

You can read it on Delighted's website here.

You’ll receive a file with one row per response and a column for every data point, including score, comment, and any custom properties like agent name or order value.

For larger exports (over 500 rows), Delighted will email you a download link.

Note: Filters from your dashboard won’t carry over. You’ll get the full dataset for your selected range and can filter it later in Excel or Google Sheets.

Can I import this data into a new platform?

Yes. Most tools that support CSV uploads will allow you to bring over your historical data. At Surveywell, we offer a simple import process and can assist you directly.

We’ll help you:

  • Import old responses
  • Rebuild workflows tied to tools like Gorgias, Shopify, or your ticketing system
  • Maintain a continuous view of support quality over time

Why should ecommerce support teams migrate now?

If you're in ecommerce, especially using Gorgias or similar tools, waiting too long introduces risk. Here’s why early migration matters:

1. Will I lose access to historical CSAT and NPS trends?

If you wait, yes. Exporting data is your safety net, but you’ll lose the ability to benchmark or act on trends unless you import that data somewhere else.

2. What happens to my automated survey flows?

Workflows like "send a survey after a ticket closes" or "trigger survey after delivery" may break when Delighted ends. Migrating now allows you to rebuild and test these flows.

3. Can I improve my current feedback setup during migration?

Absolutely. Migrating isn’t just a technical task. It’s a chance to upgrade your surveys, build better reporting, and tailor feedback to the channels that matter most. We can easily support email, chat and social, without additional Zapier or custom workflows.

What should I look for in a Delighted replacement?

If you’re a support leader or CX owner in ecommerce, here are the key features to prioritize:

  • Automate surveys when tickets close
  • Sync survey results to Gorgias and Gorgias reporting
  • Multi-channel support, including Instagram, Whatsapp, Messenger, Chat and SMS
  • Agent-level analytics to track CSAT by support rep
  • Instant alerts to notify your team when scores drop
  • Branding and customization, to match your tone and design without extra effort

How does Surveywell help?

We built Surveywell to serve modern support teams. Ecommerce is one of our core focus areas.

You can:

  • Set up feedback triggers directly in Gorgias
  • Automatically tag responses with order data
  • Customize questions and branding
  • Get real-time CSAT alerts
  • Import historical data from Delighted
  • Build team-wide or rep-specific dashboards

Whether you’re running a Shopify store or handling support at scale, we make the transition easy.

What’s the next step?

The earlier you move, the smoother your transition will be.

If you need help exporting, migrating, or setting up new automations, we’re here.

👉 Reach out to our team using the free trial button, or book a founder-led demo with us!