Gorgias
Why Gorgias
Gorgias centralises support tickets from email, live chat, social media, SMS and voice in one inbox with native Shopify and BigCommerce integrations. The built-in AI agent resolves common ecommerce requests such as returns and order edits. Best for growing DTC brands where support volume justifies a dedicated platform and order data genuinely improves response times.
What it does
Gorgias is a helpdesk built for online stores. It pulls email, live chat, SMS, WhatsApp, Instagram and Facebook messages into one inbox. Next to each ticket it shows the customer's orders, products and history from your store, so an agent can answer without opening Shopify in another tab.
It also has macros for common questions, rules for routing, and an AI agent that handles routine requests such as order status and returns, and hands over to a human when it should.
Why you would need it
A small store starts with one email address. Then orders grow, and the same questions arrive daily: where is my parcel, can I change my address, how do I return this. Agents copy order numbers between tools, answers go out slowly, and nobody knows how support affects sales.
The moment you feel it is when support becomes a daily job for more than one person. A helpdesk that knows your orders cuts the copying and lets people act inside the ticket: cancel, refund, edit, send a discount.
Where it fits
Gorgias sits in front of your customers and behind your store. The store feeds it order data, and it connects to marketing and subscription tools such as Klaviyo, Recharge and Yotpo. It replaces a shared inbox, or a general helpdesk that you would otherwise have to wire to your shop yourself.
What stands out
- A native Shopify connection, with order, customer and product data shown inside the ticket.
- Actions from within a ticket, such as cancellations and discounts.
- An AI agent for routine ecommerce requests, with escalation to humans.
- More than 300 integrations, plus an official API and an MCP server in beta.
My take
If you run a Shopify or similar store and support is a real cost, this is the sort of tool I would put on the shortlist first. It does one job and does not make you pay in complexity for features a store never uses.
I would not buy it for a small store with a few tickets a week, or for a B2B service business. Pricing is based on ticket volume, not seats, so check what your volume looks like before you pick a plan. And treat the AI agent like a new hire: review what it does at first, and read the conversations it handled.
Verdict
Pick Gorgias when you sell online, support takes real hours every week and order data would speed up answers. Skip it when you have low volume, or when you need a general helpdesk for a software or services business. Zendesk and Freshdesk fit that better.
Books behind it
Notes
Your note
Before you choose
Pricing follows ticket volume
Gorgias is priced by the number of tickets, not by seat. That is kind to small teams with high volume, and it means a seasonal spike can push you into a bigger plan. Check how the vendor counts tickets, and whether automated replies count, before you commit.
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Built for ecommerce
The strength is the store connection. If you do not sell physical or digital goods through a store, you will pay for features you will not use. For general support, compare Zendesk, Freshdesk and Help Scout.
The AI agent needs supervision
Automation handles routine requests, but it works only as well as your policies and help content. Write down your return and shipping rules clearly first, and read a sample of handled conversations every week until you trust the results.
Regional and channel fit
Check that the channels your customers use are supported on your plan, for example WhatsApp and SMS, and that data handling meets your regional privacy needs. Do this before you migrate your tickets.