Generic helpdesks make an ecommerce support agent do a lot of tab-switching: check the ticket, then open Shopify to see the order, then check a shipping tool to see where the package actually is. Gorgias built its whole product around collapsing that into one screen, and its AI Agent now handles a meaningful share of order-related questions without a human touching them at all.
What is Gorgias?
Gorgias is a customer support helpdesk and AI Agent built specifically for ecommerce brands, most commonly used by stores on Shopify, BigCommerce, Magento, and WooCommerce. It unifies email, live chat, and social messaging into one inbox, and pulls in order history, product catalogs, and customer data directly from a store's platform so agents don't need to switch tools to answer a routine order question. Its AI Agent, built on a direct OpenAI partnership, can resolve common requests like order tracking, address changes, and returns on its own, and can take real actions, such as issuing a refund, rather than just answering questions. What separates Gorgias from general-purpose helpdesks like Zendesk or Freshdesk is that almost every feature, from macros to analytics, is designed specifically around ecommerce workflows rather than support in general.
Key features
AI Agent
Gorgias's AI Agent can resolve customer questions end-to-end, including taking real actions like issuing refunds, editing subscriptions, or updating shipping details, rather than only answering informational questions.
Unified Ecommerce Inbox
Email, live chat, Facebook, and Instagram messages all land in one inbox, with order history, product details, and customer context displayed alongside each conversation.
Macros and Rules
Pre-written response templates and automation rules can auto-tag, prioritize, and route tickets, or handle repetitive requests like order status questions without agent involvement.
Revenue Attribution
Gorgias tracks purchases made within a set window after a support interaction, reporting how much revenue support and live chat generate and which agents convert best.
Shopify-Native Order Actions
Agents can view and modify Shopify orders, such as changing an address or processing a refund, directly from within a ticket rather than switching to the Shopify admin panel.
Proactive Campaigns and Live Chat
Behavior-triggered chat messages and campaigns can proactively reach shoppers browsing a site, turning support conversations into a channel for driving sales rather than only resolving issues.
Voice of Customer Analytics
Built-in reporting surfaces recurring themes and product feedback from customer conversations, giving teams insight into common issues beyond individual ticket resolution.
Pros
- Deep, native Shopify integration lets agents view and act on orders without leaving the helpdesk
- AI Agent can take real actions, like issuing refunds or updating shipping addresses, not just answer questions
- Unlimited agent seats included on Basic through Advanced plans, so adding seasonal support staff doesn't add subscription cost
- Built-in revenue attribution helps support teams demonstrate their impact on sales, not just resolution times
- Automatically filters out spam and unanswered inbound messages from billable ticket counts
Cons
- Ticket-based pricing means costs can spike unpredictably during sales events or seasonal traffic surges
- AI Agent resolutions are billed separately from the base plan and ticket allotment, so heavy AI usage adds a real cost on top of the subscription
- The Starter plan limits accounts to just 3 users, making it impractical for anything beyond initial testing
- Mobile app reviews frequently mention missing functionality, such as limited search and photo attachment issues, compared with the desktop experience
- Not built for non-ecommerce businesses; SaaS, B2B, or services companies won't get value from its order-centric core features
Pricing
Gorgias uses ticket-based pricing rather than charging per agent seat, which means unlimited users are included on most plans but the monthly cost depends on how many tickets a store generates. The Starter plan costs $10 per month for 50 tickets and is limited to 3 users, mainly suited for testing. The Basic plan costs $60 per month for 300 tickets, the Pro plan costs $360 per month for 2,000 tickets, and the Advanced plan costs $900 per month for 5,000 tickets, all with unlimited seats. Exceeding a plan's ticket allowance triggers per-ticket overage charges, and the AI Agent is billed separately per resolution on top of the base plan, regardless of ticket count. Annual billing brings a meaningful discount on both plan pricing and AI Agent resolution rates. Enterprise pricing is available for stores with higher volume or custom needs. Because ticket-based costs can vary significantly with sales volume and AI usage, it's worth modeling expected monthly ticket counts against Gorgias's official pricing page before committing.
Best for
Gorgias is best for Shopify and other ecommerce brands that want a helpdesk built specifically around order data and store workflows, rather than a general-purpose support tool retrofitted for ecommerce. It's a strong option for growing online retailers exploring AI chatbot tools that want an AI Agent capable of taking real actions on orders, not just answering FAQs. Businesses outside ecommerce, or ecommerce brands with highly unpredictable, spiky ticket volume, may find the ticket-based pricing model harder to budget for than a flat per-agent alternative.
Use cases
- Managing email, live chat, Facebook, and Instagram messages from a single inbox
- Resolving order tracking, address change, and return requests automatically with the AI Agent
- Viewing and modifying Shopify orders directly from within a support ticket
- Running proactive chat campaigns to engage shoppers before they abandon a purchase
- Tracking how much revenue support interactions and live chat conversations generate
Supported platforms
- Gorgias is primarily a web-based helpdesk accessed through a browser, with native mobile apps for iOS and Android that let agents view and respond to conversations away from a desktop. According to Gorgias's own App Store requirements, a Mac version is also available for devices with an Apple M1 chip or later. There's no dedicated native application for Windows.
Languages
- Gorgias supports customer conversations and helpdesk features across multiple languages, though exact coverage can vary by feature and plan. Teams supporting customers in a specific language should confirm current capabilities directly with Gorgias before relying on it for non-English support.
Integrations
- Gorgias connects natively with major ecommerce platforms, including Shopify, BigCommerce, Magento, and WooCommerce, pulling order and customer data directly into the helpdesk. It also integrates with Facebook and Instagram for social messaging, along with more than 100 additional ecommerce tools covering shipping, reviews, loyalty, and subscriptions. A documented API and developer portal are available for teams that want to build custom integrations or private apps beyond the pre-built connectors.
Things to consider
- Because Gorgias bills by ticket rather than by seat, brands with highly seasonal or spiky support volume, such as during major sales events, should budget for overage charges rather than assuming their base plan price is the full monthly cost. AI Agent resolutions are billed on top of the base plan and ticket allowance, so teams planning to lean heavily on AI automation should factor that separate cost into their overall budget. The steep jump in ticket allowance between tiers, particularly from Basic to Pro, means some brands may end up paying for more capacity than they use or facing overages on a lower tier, so it's worth reviewing actual monthly ticket volume before choosing a plan.
How the tool compares
Gorgias's closest comparison points are other AI-driven customer service platforms, though its ecommerce specialization sets it apart from more general-purpose helpdesks. Intercom offers a comparably capable AI agent in Fin, but is built for a broader range of industries rather than specifically around ecommerce order data, and prices by seat plus per-resolution AI fees instead of by ticket volume. Freshchat offers a more generous free tier and per-agent pricing, which can suit smaller teams that don't want ticket-based billing, though it lacks Gorgias's depth of native Shopify order actions. The right choice generally comes down to whether a brand's support volume is steady enough to predict ticket-based costs, and how much value native ecommerce platform integration adds over a more general-purpose alternative.
AIToolister verdict
Gorgias is a strong choice for ecommerce brands, particularly those on Shopify, that want a helpdesk built specifically around order data rather than adapted from a general-purpose support tool. Its clearest advantage is depth of ecommerce integration: agents can view and act on orders without leaving the helpdesk, and the AI Agent can take real actions like issuing refunds rather than only answering questions. The most important trade-off is cost predictability, since ticket-based pricing plus separately billed AI resolutions can make monthly costs harder to forecast than a flat per-seat platform, especially during high-volume sales periods. Ecommerce brands with fairly predictable ticket volume are the strongest fit; businesses outside ecommerce, or those with highly spiky support demand, may want to model costs carefully or consider a per-agent alternative instead.
Frequently asked questions
- Is Gorgias free to use?
No. Gorgias does not offer a permanent free plan, though it provides a free trial for evaluation. The entry-level Starter plan costs $10 per month for 50 tickets.
- How much does Gorgias cost?
Plans range from $10 per month for Starter (50 tickets) up to $900 per month for Advanced (5,000 tickets), with unlimited agent seats included on Basic through Advanced. The AI Agent is billed separately per resolution on top of the base plan.
- Does Gorgias have an API?
Yes. Gorgias offers a documented API and developer portal for building custom integrations or private apps beyond its more than 100 pre-built ecommerce integrations.
- Can Gorgias's AI Agent take actions, not just answer questions?
Yes. Gorgias's AI Agent can take real actions such as issuing refunds, editing subscriptions, and updating shipping details, in addition to answering informational questions like order status.
- Is Gorgias only for Shopify stores?
No. While Gorgias has especially deep Shopify integration, it also connects natively with BigCommerce, Magento, and WooCommerce, making it usable across several major ecommerce platforms.