Gorgias

What is Gorgias?

Gorgias is a helpdesk built for ecommerce. It brings email, live chat, social messages, and other channels into one inbox, then attaches the customer's order data to each ticket. When a shopper asks where their package is or wants to change an order, the agent sees the order, the tracking, and the purchase history next to the message. AI agents can take many of these questions and answer them without a person.

Gorgias makes the platform. The company built its product around online stores rather than support in general, so the design assumes a catalog, orders, refunds, and shipping sit behind most tickets. That focus shapes every feature, from the way tickets show order status to the actions agents and AI can run against a store.

The audience is Shopify and ecommerce support teams. Gorgias targets stores that field high volumes of order and product questions and want a helpdesk that understands retail without heavy configuration. These teams want to resolve the common cases fast, keep order context in view, and let automation carry the repeat work.

Key features

Gorgias centers on a set of features that tie support to store data:

• ▸Ecommerce-native helpdesk: one inbox unites email, chat, and social, and each ticket shows the order, tracking, and customer history behind the question.
• ▸Shopify integration: agents and AI view orders, edit them, and issue refunds inside the helpdesk, so a purchase gets fixed without a trip to the store admin.
• ▸AI order actions: AI agents resolve order status, returns, and product questions on their own, drawing on store data to give a grounded answer.
• ▸Macros: saved reply templates fill in order details and shipping info, so agents answer repeat questions in one click.
• ▸Automation rules: tickets route, tag, and trigger replies on set conditions, which keeps the queue sorted without manual sorting.
• ▸Multichannel inbox: a single view covers the channels shoppers use, so agents work one queue instead of many.

The Shopify integration matters most for retail teams. Because agents and AI can act on the order from inside the ticket, a refund or address change takes seconds rather than a hop between tools. Macros and rules drive the volume gains: templated replies and conditional routing cut the repeat handling that fills an ecommerce queue, and the AI agents extend that by closing the routine tickets before a person opens them.

How well does it work?

Gorgias performs well on the order and product questions that dominate an ecommerce queue. The order context in each ticket saves agents from tab-switching, and the Shopify actions let them resolve a purchase issue on the spot. For stores with a clean help center and order data, the AI agents close a meaningful share of the routine tickets, which frees human agents for the cases that need judgment.

The limits track the ecommerce focus. Gorgias shines when tickets revolve around orders, shipping, and products, but a team outside retail gets less from a design built around a catalog. Ticket-based billing means costs move with volume, so a store with a large or spiky queue should model the spend before scaling. The AI add-ons price on top of the base plan, so the automation that lifts resolution also raises the total.

A practical way to raise the AI agent's resolution rate is to keep your help center and product content current, then review the questions it hands off and fill the gaps. The AI answers from store data and approved content, so coverage shapes how much it can close.

Gorgias pricing

Gorgias starts at $10 per month and adds AI features as paid add-ons. The base plans price on ticket volume and seats, so cost tracks how many customer conversations you handle and how many agents you seat. The AI Agent and automation features sit on top of a base plan and often bill per resolution, so you pair a helpdesk plan with the AI tier you want.

Here is how the plans and add-ons fit together so you can scope a budget:

Because the helpdesk bills on tickets and the AI bills on resolutions, the two costs move with your support load. A store with a large queue should model both lines against expected volume, since a rise in tickets lifts the base plan and a rise in automated resolutions lifts the AI spend.

Who should use Gorgias?

Gorgias fits ecommerce stores whose tickets center on orders and products. The design pays off most when order data, shipping, and refunds sit behind the questions your team fields.

• ▸Shopify stores that want order data and store actions inside the helpdesk.
• ▸Ecommerce brands with high volumes of where-is-my-order and return questions.
• ▸Support teams that want AI agents to close routine tickets without a human.
• ▸Stores that lean on macros and rules to handle repeat questions at scale.
• ▸Retail teams that field customers across email, chat, and social in one queue.

Teams outside ecommerce get less from the fit. A software company or a service business with tickets that do not map to orders and shipping would find a general helpdesk a closer match. The value here comes from the retail design, so the closer your support looks like an online store's, the more the platform returns.

Alternatives and how it compares

Gorgias competes with both ecommerce-focused and general support platforms. The right pick depends on how much your queue centers on orders and how broad your channel needs run.

Zendesk

Zendesk is a broad helpdesk that serves many industries with deep customization and a large app market. It scales across support types, but it treats ecommerce as one use case, so order context and store actions need more setup than Gorgias offers out of the box. Choose Zendesk for breadth across non-retail support, and Gorgias for a helpdesk that speaks ecommerce from the start.

Intercom

Intercom pairs support with messaging and its Fin AI agent, and it fits product-led and software teams well. It carries strong AI and in-app messaging, but it is not built around order data the way Gorgias is. Pick Intercom for software and SaaS support, and Gorgias when your tickets revolve around purchases and shipping.

Zendesk AI and other ecommerce tools

Some stores weigh Gorgias against general AI support add-ons layered on a broad helpdesk. Those can match the AI resolution, but they lack the native Shopify actions and order-first inbox that make Gorgias fast for retail. If your queue is retail-heavy, the ecommerce design is the deciding edge.

Limitations and getting started

Gorgias carries honest drawbacks worth naming before you commit. Ticket-based billing means cost climbs with volume, so a store with a large or spiky queue should model spend against expected load. The platform centers on ecommerce, so teams outside retail get less from a design built around orders and a catalog. The AI add-ons price on top of the base plan, which raises the total for stores that want automation.

To get started, the setup follows a clear path:

1. 1Connect your store: link Shopify or your ecommerce platform so order, tracking, and customer data flow into tickets.
2. 2Bring in your channels: add email, live chat, and social accounts to the shared inbox so agents work one queue.
3. 3Build macros and rules: template your common replies and set routing conditions to cut repeat handling.
4. 4Turn on AI agents: enable the AI add-on, point it at your help center and product content, and set the questions it can resolve.
5. 5Review and tune: watch what the AI closes and hands off, then fill content gaps to lift the resolution rate over time.

The path from signup to a working helpdesk is short for a Shopify store, since the integration carries the order context that most tickets need. The larger effort sits in curating content and macros, which is where the resolution rate comes from. Teams that keep their help center current get the most from both the human and AI sides of the platform.