Gorgias

Gorgias is an AI-powered helpdesk built for e-commerce, integrating with Shopify, BigCommerce, and Magento to centralize customer support and automate responses using order data.

About Gorgias

Gorgias is a customer service platform purpose built for e-commerce businesses. Founded in 2015, it has become the leading helpdesk for online retailers, with deep integrations into Shopify, BigCommerce, and WooCommerce that allow support agents to see order history, edit orders, and process refunds without leaving the platform.

The platform centralizes customer interactions from email, live chat, SMS, voice, and social media into a single dashboard. Gorgias uses AI to automate responses to common questions like "Where is my order?" and can resolve up to 60% of routine inquiries automatically by pulling data directly from e-commerce platforms.

Gorgias stands out for its e-commerce-specific features like revenue statistics per ticket, intent detection (identifying pre-sale vs. support inquiries), and integrations with marketing tools like Klaviyo and Yotpo. It's designed to help e-commerce brands turn support into a profit center rather than just a cost center.

Key Features

Deep E-commerce Integration: Native connections to Shopify, BigCommerce, Magento with in-ticket order editing.
AI Automation: Automate responses to WISMO (Where Is My Order) and other common queries using order data.
Multi-channel Inbox: Centralize email, chat, SMS, voice, and social comments in one place.
Revenue Tracking: See which tickets generate sales and track support-driven revenue.
Intent Detection: Automatically identify and route pre-sale, support, and urgent inquiries.
Macros and Snippets: Create templated responses with auto-populated order variables.

Pricing

Starter: $10/month (50 tickets) 3 user seats included, Shopify integration, basic automation.
Basic: $60/month (300 tickets) Unlimited users, all integrations, automation builder, chat campaigns.
Pro: $360/month (2,000 tickets) Advanced automation, revenue statistics, customer intent, satisfaction surveys.
Advanced: $900/month (5,000 tickets) Custom onboarding, dedicated success manager, user permissions.
Enterprise: Custom pricing Custom ticket volumes, SLA, API access, advanced security.
Overage: $0.40-$0.36 per additional ticket depending on plan.
Voice Add-on: Starting at $2.40/ticket for phone support.
SMS Add-on: Starting at $1.60/ticket for text messaging.

Pricing last updated: February 17, 2026 at 10:52 AM

Use Cases

Centralize Shopify/BigCommerce support with order data
Automate WISMO and return request responses
Manage social media comments as support tickets
Convert support interactions into sales opportunities

Pros & Cons

Pros:

Best-in-class e-commerce platform integration
AI automation using real order data
Revenue attribution for support interactions
Fast setup with pre-built e-commerce templates

Cons:

Ticket-based pricing can be unpredictable during peak seasons
Primarily focused on e-commerce (less suitable for non-retail)
Additional costs for voice and SMS channels
Limited customization outside e-commerce workflows

Integrations

Shopify, BigCommerce, WooCommerce, Magento, Klaviyo, Yotpo, Recharge, Loop Returns, ShipBob, AfterShip, Postscript, Attentive, Slack, Google Workspace, Aircall, Ringover, Salesforce, HubSpot, Zapier, Judge.me, Trustpilot, Gatsby

FAQ

Is Gorgias only for Shopify stores?

While Gorgias has the deepest Shopify integration, it also supports BigCommerce, WooCommerce, Magento, and custom platforms via API. However, its features are optimized for e-commerce merchants.

How does Gorgias ticket-based pricing work?

Gorgias charges based on ticket volume rather than user seats. Each plan includes a set number of tickets per month (e.g., Basic = 300 tickets). Additional tickets incur overage fees. Voice and SMS are charged separately per ticket.

Can Gorgias handle phone and SMS support?

Yes, but voice and SMS are add-ons. Voice starts at $2.40 per ticket and SMS at $1.60 per ticket. These channels consume your plan's ticket allotment.

What percentage of tickets can Gorgias AI automate?

Gorgias AI can automatically resolve approximately 60% of routine inquiries like order tracking, return requests, and stock questions by pulling data from your e-commerce platform.