Gorgias
← Back to All AI Tools1. Should you try Gorgias? Overview
| What it is | Gorgias is an ecommerce helpdesk that centralizes tickets from email, chat, social and SMS with deep Shopify order data and AI responses. |
| Country / HQ | San Francisco, USA (founded 2015 in Paris, France) |
| Best for | Shopify and Magento stores whose support volume is dominated by order questions (WISMO) and returns. |
| Check before buying | Ticket-based pricing means busy months cost more; AI add-ons are billed on top of seat/ticket plans. |
| Editor rating | 4.5 / 5 |
| Pricing signal | Free trial only, then paid from $10/mo |
2. Features What it does
| Feature | What it does |
|---|---|
| Omnichannel inbox | Email, live chat, Facebook, Instagram, SMS, WhatsApp in one view. |
| Shopify integration | Edit orders, refunds and subscriptions without leaving the ticket. |
| AI agent and responses | AI drafts replies from macros, policies and past tickets. |
| Macros with variables | Dynamic templates pull customer and order data automatically. |
| Automation rules | Route, tag and auto-answer based on intent detected by AI. |
| Revenue attribution | Track support-driven sales and conversion from chat. |
| Self-service flows | Order-status bots and FAQ deflection on chat and social. |
3. Pricing Pricing (2026-10, USD)
| Plan | Price / mo | Key limits & who it fits |
|---|---|---|
| Starter | $10/mo | 50 tickets/mo, 3 agent seats, 1 helpdesk address. |
| Basic | $60/mo | 300 tickets/mo, 5 seats, live chat and social channels. |
| Pro | $360/mo | 2,000 tickets/mo, 15 seats, revenue stats, CSAT. |
| Advanced | $900/mo | 5,000 tickets/mo, 25 seats, dedicated onboarding. |
Overage tickets are billed per ticket; AI features (Add-on tiers) are priced separately. Annual billing discounts ~2 months. Verify ticket overage rates on gorgias.com.
4. Integration Access & integrations
| Access type | Details |
|---|---|
| Ecommerce | Shopify, Shopify Plus, BigCommerce, Magento 2. |
| Channels | Email, chat, Messenger, Instagram, SMS, WhatsApp. |
| Apps | Klaviyo, Smile.io, Loop Returns, Zapier, 100+ apps. |
| API | REST API and webhooks. |
5. Reviews & Sources External reviews
| Source | Rating | What it says |
|---|---|---|
| G2 | 4.6 / 5 | Ecommerce teams love order-context replies; ticket pricing is the top complaint. |
| Shopify App Store | 4.7 / 5 | Thousands of reviews; strong marks for Shopify depth. |
| Capterra | 4.6 / 5 | Praised for macros and automation; notes cost scaling with volume. |
6. Best for / Not for Fit
| ✔ Suitable | ✘ Not suitable |
|---|---|
| • Shopify stores with high WISMO and returns volume • Support teams that want revenue attribution from service • Brands consolidating email + social + chat into one desk |
• Non-ecommerce B2B support (integrations are store-centric) • Very high-volume orgs where ticket pricing outgrows seat models • Teams needing voice/phone support |
7. Competitors How it compares
| Competitor | How it differs | Best for |
|---|---|---|
| Zendesk | Zendesk is general-purpose with seat pricing; Gorgias is store-data-native. | Non-retail support orgs. |
| Richpanel | Richpanel emphasizes self-service portals at lower cost. | Self-service-first stores. |
| Tidio | Tidio is cheaper for chat-first needs; Gorgias handles full ticket ops better. | Lightweight chat support. |
8. Summary Verdict
| Takeaway | The default helpdesk for serious Shopify operations; the ticket-based model is great in slow months and punishing in viral ones. |
| Who should pick it | DTC brands where most tickets tie to orders and want agents to act, not just reply. |
| Who should skip it | B2B teams and extremely high-volume support orgs. |