Gorgias
Customer SupportUpdated October 19, 2026
Ecommerce helpdesk for Shopify brands that puts email, chat, social, SMS and voice in one inbox, with an AI Agent that resolves tickets and edits orders.
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What is Gorgias?
Gorgias is a support platform built for online stores, mostly Shopify brands, that combines a shared helpdesk inbox with an AI Agent sold as an add-on. Email, live chat, Instagram, Facebook, WhatsApp, SMS and phone calls land in one queue next to the shopper’s order history, and agents can refund, cancel or edit an order without opening the Shopify admin. The AI Agent answers product and order questions and runs actions such as starting a return or updating an address before fulfillment. Pricing is based on ticket volume instead of seats, so a seasonal team can grow without new license fees. The trade-off is that you pay twice: once for helpdesk tickets and again for each conversation the AI resolves. Choose it if most of your tickets are about orders; look elsewhere if you are not an ecommerce business.
How to start using Gorgias?
Sign up on the website with “Sign up free” or install the app from the Shopify App Store, which lists a 7-day free trial on every plan. The pricing page says no credit card is required for most plans and claims a store can be live in under an hour. Larger brands can book a demo instead and get guided onboarding: Starter and Basic are self-serve, Pro includes 1:1 onboarding, and Advanced gets white-glove setup with a dedicated contact.
Next, connect your store and your channels. Shopify is the native option, and WooCommerce, BigCommerce, Magento and PrestaShop are also supported. Add your support email, the chat widget, your social accounts and, if you need them, the Voice and SMS add-ons. Once the store is linked, the customer sidebar and timeline show each shopper’s orders, past conversations and subscription details inside every ticket, which is the core reason teams pick this tool.
Then set up the helpdesk logic. Rules automate repetitive steps such as tagging tickets by subscription status, replying to negative reviews or chasing customers who went quiet. Macros are canned responses that fill in customer data and can also update orders in connected tools. Routing sends tickets to teams based on channel, AI-detected topic, customer sentiment or agent capacity, and you can build priority queues for repeat buyers or urgent order edits.
Finally, train and test the AI Agent. Feed it your Help Center, store website, policies, uploaded documents and written guidance, define a tone of voice for each channel, and choose which intents it may handle. Sandbox mode runs the agent against real tickets so you can read every response before it reaches a customer. The Gaia assistant can review your ticket history, tell you what the AI can handle today and draft Skills for your approval.
Who is it for?
Shopify Store Owners
Your inbox fills with “where is my order” emails and you switch between the helpdesk and the Shopify admin all day. Gorgias puts the order next to the message and lets you refund or edit it from the ticket. Small teams can answer much faster without new hires.
Heads of Customer Experience at Growing Brands
Seat-based tools make every seasonal hire expensive. Gorgias charges by ticket volume, and Basic and higher plans allow up to 500 user seats. You can staff up for peak season without renegotiating licenses.
Brands With Heavy Order-Edit Traffic
Address changes, cancellations, exchanges and subscription skips eat agent hours. The AI Agent can perform those actions in Shopify and connected apps such as Loop or Recharge, within rules you set. Your team handles exceptions instead of routine edits.
Ecommerce Marketers Who Want Sales From Chat
The Shopping Assistant role answers sizing and product questions, recommends items and can apply eligible discounts. Revenue attribution reporting shows sales influenced by conversations. Support stops being a pure cost line in your reports.
Multi-Store and International Sellers
Several Shopify stores can connect to one account, and the AI Agent replies in the language the shopper writes in. Data is hosted on Google Cloud servers closest to your region, with EU hosting for EU accounts. One team can cover several markets from a single inbox.
Brands Moving Off Zendesk or Gmail
Generic helpdesks need plugins to show order data. Gorgias says even large brands migrate within a week and offers a buyout program to help cover the cost of leaving an existing contract. You get ecommerce context on day one.
Gorgias pricing
Gorgias prices the Helpdesk by monthly ticket volume and the AI Agent by automated interactions, meaning conversations the AI resolves entirely on its own. If the AI hands a conversation to a human, it counts as a regular helpdesk ticket and is not billed twice. Annual billing saves about 17% on Basic and above, and all charges are in USD. Prices below are from the official pricing page.
Includes 50 tickets, 3 user seats and $0.40 per extra ticket. With AI Agent it is $40/month, which adds 30 automated interactions.
Includes 300 tickets, up to 500 seats and $40 per extra 100 tickets. With AI Agent it is $90/month, or $77/month billed annually ($924/year), with 30 automated interactions.
Includes 2,000 tickets, $36 per extra 100 tickets, revenue attribution and 1:1 onboarding. With AI Agent it is $550/month, or $471/month billed annually ($5,652/year), with 190 automated interactions.
Includes 5,000 tickets, $36 per extra 100 tickets and white-glove onboarding; you buy it through sales. With AI Agent it is $1,430/month, or $1,227/month billed annually ($14,724/year), with 530 automated interactions.
Custom. For teams above 5,000 conversations a month, with SAML SSO, audit logs, unlimited Help Centers, API access at 4 requests per second, a custom DPA or MSA and a dedicated CSM.
The comparison table lists $1.00 per automated interaction on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced. Voice and SMS are separate add-ons priced by call and text volume, with no public rates on the page.
Gorgias key features
Unified ecommerce inbox
Email, chat, SMS, WhatsApp, Instagram, Facebook and voice sit in one queue with the shopper’s orders, reviews and subscriptions in a sidebar. Agents can refund, cancel, discount or edit orders directly in the conversation.
AI Agent with Actions
One agent covers pre-purchase questions as a Shopping Assistant and post-purchase requests as a Support Agent. It can issue full or partial refunds, cancel eligible orders, update addresses before fulfillment, start returns with prepaid labels and pause or skip subscriptions, and the library lists more than 130 actions plus custom ones built on any API. Conversations are handed to a human with context when confidence is low or a topic is excluded.
Guardrails and quality checks
You choose which intents the AI owns and set a confidence threshold. According to the docs, every reply passes a second AI model’s quality check before it is sent, AI messages are labeled “Automated” in chat, and you can open any ticket to see which sources the answer used. Sandbox mode lets you test on real tickets before launch.
Gaia AI assistant. Gaia is a chat assistant for admins and agents. It can audit AI Agent Skills, flag the ones causing the most handovers, draft fixes for approval and answer questions like “What’s my CSAT this week?” Routines run a saved question daily or weekly, and agents can use Gaia to summarize tickets or draft replies within their existing permissions.
Rules, macros and routing
Rules automate tagging, replies and follow-ups, while macros fill in customer data and can push updates to other tools. Routing uses channel, AI-detected topic, sentiment and agent capacity. Reporting covers dashboards, agent statistics, satisfaction, SLAs, AutoQA and Voice of Customer trends.
Voice add-on
Phone calls arrive in the same platform with an IVR menu, routing, transfers to mobile numbers, call recordings, and AI transcripts and summaries of calls and voicemails. Agents see Shopify data during the call and can create orders while talking to the customer.
Integrations, MCP and security
Gorgias lists 100+ native integrations including Klaviyo, Recharge, Yotpo, Loop Returns and Attentive, a developer API, and an MCP server for connecting your workspace to Claude, ChatGPT or Cursor. The security page lists SOC 2 Type II, HIPAA compliance, two-factor authentication and SSO for Google and Microsoft 365.
Gorgias Pros & Cons
Pros
The Shopify connection is the main reason to buy. Agents see orders, subscriptions and past conversations in every ticket and can refund or edit an order without switching tabs, and the AI Agent can do the same within limits you control. Pricing by ticket volume rather than seats suits brands that hire for peak season, since Basic and higher plans allow up to 500 users. Recent Shopify App Store reviewers describe the AI resolving a large share of routine tickets while CSAT stays high, and many praise their customer success managers. Sandbox testing and intent-level controls make it possible to roll out automation gradually. Start with order status and returns, where the AI has the most structured data to work from.
Cons
Costs are harder to predict than the entry price suggests. You pay for helpdesk tickets and, separately, for each AI resolution, overage applies to both, and Voice and SMS add-ons have no published rates. The $10 Starter plan includes only 50 tickets and 3 seats, so most real stores land on Basic or Pro. Capterra reviewers mention a clunky interface, limited drill-down reporting and merged tickets that cannot be unmerged. On the Shopify App Store, one long-time user says the mobile app is glitchy and that spam voicemails still count as billable Voice tickets. Set ticket and interaction alerts and check your billing dashboard every month.
Use Gorgias if you want…
- Answer every channel from one Shopify-connected inbox.
- Refund, cancel and edit orders without leaving tickets.
- Automate order status and return questions around the clock.
- Let AI recommend products and apply discounts in chat.
- Add seasonal agents without paying for extra seats.
- Track how much revenue your support conversations influence.
- Handle phone calls with full order context on screen.
- Test AI replies on real tickets before going live.
Gorgias alternatives
Gorgias Reviews
The AI Agent took real pressure off the support department, and after tuning it with account managers to match the brand’s tone of voice, it keeps earning top CSAT scores.
Keeps conversations from several marketplaces organized in one place, but the mobile app is glitchy, Voice does not work in it, and spam calls that leave a voicemail are still billed as Voice tickets.
Over half of customer inquiries are now automated while CSAT stays high, and the customer success team is proactive rather than pointing at help docs.
A solid helpdesk overall, though the interface can feel clunky and the reports do not let you drill into agent productivity very far.
One new merchant reports that access was removed without explanation while the card kept being charged for two months, with no reply from support.
FAQ
Does Gorgias have a free plan?
No, there is no permanent free plan. You can start a free trial (7 days according to the Shopify App Store listing) without a credit card on most plans, and paid plans start at $10/month.
Is the AI Agent included in every plan?
The AI Agent is available on every plan as a paid add-on. You pay only for conversations it resolves without a human, starting at $1.00 per automated interaction on Starter and $0.90 on most other plans.
What counts as a billable ticket or interaction?
Helpdesk plans include a monthly ticket allowance with overage after that. An automated interaction is counted only when the AI resolves a conversation on its own; if it hands off to your team, the ticket counts against your Helpdesk plan instead.
Does Gorgias work with platforms other than Shopify?
Yes. Gorgias also integrates with WooCommerce, BigCommerce, Magento and PrestaShop, although its deepest two-way sync and most of its marketing are built around Shopify.
Is my customer data secure?
Gorgias states it holds SOC 2 Type II certification and HIPAA compliance, supports GDPR and CCPA, encrypts data in transit and hosts it on Google Cloud servers near your region. Enterprise plans add SAML SSO and audit logs.
Does the AI Agent support other languages?
Yes. By default it detects the language the customer writes in and replies in the same language, or you can force replies in one language.
Can I connect more than one store?
Yes. Multiple Shopify stores can be linked to a single Gorgias account, and the AI Agent learns from data across all connected stores.
Is there an API?
Yes. Gorgias offers a developer API with a 2 requests per second limit on standard plans and 4 per second on custom enterprise plans, plus an MCP server for AI tools like Claude and ChatGPT.
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