01
Scale customer support without increasing headcount.
Founders of growing online stores use Gorgias to automate up to 50% of common support tickets, ensuring rapid responses 24/7 and allowing smaller teams to manage higher inquiry volumes.
Gorgias
Customer Support
Verified Editor's pick CUSTOMER SUPPORT
Gorgias deal: Exclusive Gorgias access
Gorgias is the helpdesk e-commerce brands actually want — automated, fast, and deeply tied to Shopify.
- Deep Shopify integration surfaces order history, shipping status, and product details directly in every ticket
- Ticket-based pricing model includes unlimited agents — pay for volume, not headcount
- AI agent autonomously resolves order status, tracking, and return queries without human involvement
- Revenue statistics on Pro+ show which support interactions convert to sales for ROI measurement
Editor's pick
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Verified 3 weeks ago · live
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SaaSTweaks Score
64/100Solid — with caveats★★★★★
A highly capable, e-commerce-specific helpdesk with strong integrations and AI, but the affiliate-only deal limits direct savings.
- Deal Strength3.0/10
VERIFIED DEAL MECHANIC is 'access_only — affiliate/partner access, no verified public discount' which caps the score at 3 per rubric.
- Value for Money7.0/10
EDITORIAL SUMMARY states 'Pricing climbs fast as ticket volume grows, but the time saved on order lookups and refund handling usually pays the bill back' and Pricing Fairness is 7.0. For its specific e-commerce niche, it provides good value, but not best-in-class.
- Capability9.0/10
EDITORIAL SUMMARY calls it 'the most purpose-built option on the market' for e-commerce support, with native order/refund actions, AI auto-responder, intent detection, multi-channel inbox, and deep Shopify integration. It is category-leading for e-commerce, but gaps exist for non-ecom use (e.g., B2B SaaS).
- Time to Value8.0/10
EDITORIAL SUMMARY highlights deep pre-built integrations with major e-commerce platforms, enabling quick setup. The tool is designed to reduce repetitive tasks immediately. 'Ease of Use 9.0' suggests agents can become productive within hours, not days.
- Trust & Reliability7.0/10
LIVE SITE EVIDENCE shows logos of many established e-commerce brands (e.g., Reebok, Steve Madden). EDITORIAL SUMMARY mentions it's 'one of the most-installed apps in the Shopify App Store' and launched in 2015. No specific uptime/SLA or review count data provided, so score is conservative based on market presence.
- Flexibility & Exit5.0/10
PRICING TIERS show monthly plans, suggesting no strict annual lock-in. However, no specific evidence about cancellation ease or data export capabilities. Assumes standard SaaS terms with basic export.
Scored 2026-06-06 · How we score →
About Gorgias
Quick answer: Gorgias is a customer support helpdesk built specifically for e-commerce. It pulls live order, refund, and tracking data from Shopify, BigCommerce, Magento, and WooCommerce directly into each ticket, and uses machine learning to suggest (and auto-send) answers to common questions. For DTC and Shopify-native brands doing 500+ tickets a month, it's currently the most purpose-built option on the market.
- Best for: Shopify, BigCommerce, Magento, and WooCommerce stores that handle high ticket volume.
- Standout feature: Native order & refund actions inside the ticket view — no tab-switching.
- AI layer: Auto-responder, macro suggestions, and intent detection that improve with your macros.
- Pricing: Per-tier monthly pricing starting around $10/seat, scaling by ticket volume and automation.
- Skip if: You're a B2B SaaS company or a service business with no storefront — Zendesk or Help Scout will fit better.
What is Gorgias?
Gorgias is a customer support helpdesk launched in 2015 in San Francisco by Romain Lapeyre and Alex Plugaru. The founders started it because they were running a Shopify store and were drowning in repetitive support tickets — order status, refund requests, "where is my package?" — and the existing helpdesks (Zendesk, Freshdesk, etc.) treated those tickets as plain text. Gorgias was built from day one to understand that an incoming message about an order is not just a message — it's a link to a real order, with line items, a fulfillment status, and a refund button.
Since then, Gorgias has grown into a leading helpdesk for direct-to-consumer brands and is one of the most-installed apps in the Shopify App Store. It pulls in email, live chat, social DMs (Instagram, Facebook, Messenger), SMS, and even voice into a single agent view, and surrounds every conversation with the relevant store context.
Key features of Gorgias
Shopify-Order Sidebar
Every ticket that mentions an order gets a side panel showing the customer's last 5 orders, lifetime spend, line items, and tracking status. You can issue a refund, cancel an order, or create a discount — all without leaving the ticket.
Macros & Automation Rules
Macros are templated replies with merge tags. You can attach them to rules so that, for example, any ticket containing "where is my order" auto-replies with the tracking link pulled live from Shopify.
AI Auto-Responder (Generative + Intent)
Gorgias' AI can detect the intent ("WISMO", "return request", "address change") and either draft a reply for the agent to approve or send a fully automated response. It learns from your macros and edits over time.
Live Chat & Chat Campaigns
On-site chat that ties back to the customer's order history. You can also build triggered chat campaigns (e.g., 20% off coupon shown after 60 seconds on a high-AOV page).
Voice (Add-On)
Cloud phone system that pops a caller's order history on the agent's screen. Useful for premium brands with a phone-first support culture.
Revenue Attribution
Tracks how much revenue support agents recover or generate (e.g., saved sales from a discount code, recovered abandoned carts). Helps prove support as a revenue center.
Gorgias pricing in 2026
Gorgias prices on a per-month subscription that scales with the number of tickets and the level of automation you need, not strictly per agent. Always check Gorgias' pricing page for the latest numbers — public tiers are roughly:
- Starter – entry-level, very limited automation and ticket count, generally aimed at founders handling support themselves.
- Basic – small teams, adds more automation rules and integrations.
- Pro – the sweet spot for most growing DTC brands; full automation suite, intent detection, revenue tracking.
- Advanced – high-volume stores; multi-brand support, advanced permissions, premium SLAs.
- Enterprise – custom; includes a dedicated CSM, SSO, and 24/7 support.
Expect an additional per-seat charge for extra agents on lower tiers, and a usage cap on AI-generated responses that you can buy down with add-on credits if you go heavy on automation. There's no free plan, but Gorgias does run periodic promos — including a discount on your first month that you can verify at checkout.
~5 sec
Avg time to find an order inside a ticket
~30%
Of tickets Gorgias claims it can fully automate
15,000+
Shopify brands using Gorgias
6+
Channels in one inbox: email, chat, SMS, voice, IG, FB
Gorgias vs alternatives
| Feature | Gorgias | Zendesk | Kustomer | Help Scout |
|---|---|---|---|---|
| Built for e-commerce | Yes (Shopify-native) | No (general) | Yes (CRM-first) | No (general) |
| Order actions in ticket | Native | App required | Native | App required |
| AI auto-responder | Built-in | Add-on cost | Limited | Add-on (AI Drafts) |
| Live chat included | Yes | Add-on | Yes | Yes (Beacon) |
| Voice built-in | Add-on | Add-on | No | No |
| Best fit | Shopify/Magento DTC | Large enterprises | Omnichannel retail | SaaS & service SMBs |
| Starting price | Check current page | ~$19/agent/mo | Custom (premium) | ~$20/user/mo |
If you don't sell physical products, Help Scout is a friendlier, cheaper helpdesk. If you need enterprise governance and a sprawling ticketing system with hundreds of custom fields, Zendesk is still the safer pick. Kustomer is the closest direct competitor to Gorgias in e-commerce, but it leans more into a CRM model and is priced for larger retail ops.
Who Gorgias is (and isn't) for
✓ Use Gorgias if you:
- Run a Shopify, BigCommerce, Magento, or WooCommerce store.
- Answer the same 5–10 questions hundreds of times a month ("where's my order?", "can I change my address?").
- Want one inbox for email, Instagram DMs, Facebook Messenger, SMS, and chat.
- Need an agent to issue a refund or edit an order from inside the ticket view.
- Want to measure support as a revenue channel, not just a cost center.
✗ Skip Gorgias if you:
- Sell B2B SaaS, services, or non-ecommerce goods.
- Have under ~200 support tickets a month (overkill, hard to justify cost).
- Need deep workflow / approval routing typical of regulated industries.
- Already love your current helpdesk and don't have a Shopify tax.
- Need an on-prem or fully self-hosted deployment.
How to get started with Gorgias
- Sign up & connect your store
Create a workspace at the official Gorgias site and connect Shopify, BigCommerce, Magento, or WooCommerce in one click. Your products, orders, and customers will sync within minutes.
- Import tickets and macros
Use the importer to pull in historical tickets from your previous helpdesk (Zendesk, Front, Help Scout, etc.). Rebuild your top 5–10 macro templates — these are what the AI will learn from.
- Turn on the AI Auto-Responder in "Suggest" mode
Start with the AI suggesting replies rather than auto-sending. Once you trust the accuracy, switch specific intents to fully automated mode.
- Build your first automation rules
Route WISMO ("where is my order") tickets to an order-tracking macro. Tag refund requests automatically. Auto-respond to shipping confirmation inquiries.
- Connect live chat and social channels
Add Instagram, Facebook, and SMS to centralize inbound. Install the chat widget on your storefront, ideally on the cart and PDP pages.
✓ Verified · 2026
Try Gorgias for your Shopify or Magento store
Gorgias is the helpdesk we'd actually deploy for a fast-growing DTC brand. It cuts WISMO tickets, lets agents issue refunds without leaving the tab, and gives you an AI layer that genuinely learns from your macros. Click below to start a trial and see the order sidebar in action.
Get started with Gorgias →Verdict
Gorgias is the most focused e-commerce helpdesk on the market in 2026, and the gap between it and generalist tools like Zendesk is wider than ever for DTC brands. The combination of a real Shopify-native order sidebar, a learning AI auto-responder, and clean multi-channel routing is genuinely productive, not just marketing. Pricing climbs as you grow, but the math usually works: if Gorgias' automation removes 30% of your tickets and lets one agent do the work of two, the line item on the invoice is a bargain.
Where it's weaker — reporting depth, complex BPO/queue routing, anything outside of physical-goods e-commerce — those are real limitations. Just don't buy Gorgias for those reasons. Buy it because you sell on Shopify, your support inbox is full of WISMO and refund tickets, and you want an AI that learns your voice and your policies. For that team, it's a clear buy.
Capabilities
- • Unified inbox pulling tickets from email, live chat, SMS, Instagram, Facebook, and WhatsApp
- • Deep Shopify integration showing order data, refunds, and shipping inside every ticket
- • Macros for one-click responses with dynamic variables for order number, name, and product
- • AI Agent for autonomous resolution of WISMO, returns, and order cancellation tickets
- • Revenue statistics tracking support tickets linked to purchases and repeat orders
- • Automate repetitive tickets with rules: close, tag, assign, and snooze based on content
- • CSAT surveys sent post-resolution with response tracking per agent and team
- • Flows for no-code chat automation and pre-purchase product recommendation
What's included
02
Enhance agent efficiency and personalize interactions.
Support teams leverage Gorgias's unified inbox and direct access to customer order data to resolve issues faster and provide personalized recommendations, improving customer satisfaction.
03
Convert shoppers with proactive, AI-driven engagement.
Marketing managers utilize Gorgias's pre-sale AI agent to answer product questions and offer personalized suggestions, guiding potential buyers through the purchase journey and boosting conversion rates.
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Frequently asked
What does Gorgias cost?
Gorgias offers different pricing tiers based on ticket volume and features. While a free trial is typically available, specific pricing details are usually provided upon request or after an initial demo. Teams should evaluate their average monthly ticket count and desired automation level to determine the most suitable plan.
How does Gorgias compare to Zendesk?
Gorgias is highly specialized for ecommerce, with deep integrations into platforms like Shopify, focusing on turning support into sales. Zendesk offers a broader, more general-purpose helpdesk solution suitable for various industries and business models, often with more extensive customization options for complex B2B workflows. Teams prioritize ecommerce-specific revenue generation often prefer Gorgias.
Can Gorgias be cancelled anytime?
Most SaaS subscriptions, including Gorgias, offer monthly or annual billing cycles. Cancellation policies vary but typically allow users to cancel before the next billing period to avoid further charges. Specific terms regarding refunds or pro-rated cancellations are usually outlined in the service agreement or terms of use.
Does Gorgias integrate with popular ecommerce platforms?
Yes, Gorgias is known for its deep integrations with major ecommerce platforms, most notably Shopify. It also connects with other platforms like Magento and BigCommerce, alongside various marketing, shipping, and loyalty apps commonly used by online retailers. These integrations provide agents with comprehensive customer context.
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