Gorgias
Customer Support Verified May 2026
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
How Gorgias scored 64/100
6 weighted criteria, each scored out of 10 and published with its reasoning. Featured placements never move a score.
Deal Strength
3.0 /10There is no exclusive coupon or stacked discount on this listing. The value comes from the free trial and the entry ticket tier, which let a small store test the full helpdesk and AI Agent before committing to a paid plan.
Value for Money
7.0 /10Gorgias delivers solid value for ecommerce teams: billing scales by monthly ticket volume rather than per agent, so headcount can grow without the bill following. Pricing does climb as ticket volume rises, but the hours saved on order lookups and refund handling usually cover it. Not the cheapest helpdesk, but fairly priced for the niche.
Capability
9.0 /10Gorgias is category-leading for ecommerce support. It handles Shopify and BigCommerce order edits, refunds and subscription actions natively inside each ticket, unifies email, chat, social and SMS in one inbox, and layers an AI Agent that resolves routine conversations autonomously. General-purpose or B2B SaaS teams will find it narrower than a horizontal helpdesk.
Time to Value
8.0 /10New teams reach value fast. Native Shopify, BigCommerce and app-store integrations mean the inbox pulls in real customer and order data within minutes of connecting a store, and the AI Agent starts deflecting repetitive questions immediately. Most agents are productive in hours rather than the days a heavier platform demands.
Trust & Reliability
7.0 /10Gorgias is a well-established, trusted platform. Founded in 2015 and used by more than 16,000 merchants including Steve Madden, Glossier and BruMate, it is one of the most popular and highly rated support apps in the Shopify ecosystem. The score stays measured only because it publishes no headline uptime SLA.
Flexibility & Exit
5.0 /10Billing flexibility is reasonable but not standout. Plans run monthly or annually and scale by ticket volume rather than locking you into per-seat contracts, so you can size up or down as demand shifts. Public detail on data export and cancellation terms is thin, which keeps this middle-of-the-road rather than best-in-class.
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.
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.
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.
What's included
- 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
- SaaSTweaks-verified affiliate deal
- Vendor-direct activation flow with editorial pros + cons review
Gorgias pricing
Verified May 2026. Vendor's published rates at the time we checked — always confirm at checkout.
| Plan | Price | Term | What you get |
|---|---|---|---|
| Starter | $10/mo | monthly | 50 tickets/mo; $0.20/ticket; omnichannel, unlimited agents, Shopify integration |
| Basic | $60/mo | monthly | $600/yr annual; 300 tickets/mo; $0.20/ticket overage; full integrations, automations |
| Pro | $360/mo | monthly | $3,600/yr annual; 2,000 tickets/mo; revenue statistics, live chat, custom views |
| Advanced | $900/mo | monthly | $9,000/yr annual; 5,000 tickets/mo; success manager, onboarding, data migration |
| Enterprise | Custom | custom | Unlimited tickets, custom integrations, advanced AI, dedicated team |
Getting started
4 steps. The last one is the part most people skip.
- 1
Open Gorgias through the link on this page
It carries our referral tag. The price you pay is identical either way, and it never changes the score on this page.
- 2
Compare the tiers against what you actually use
The pricing table on this page lists what each plan includes. Match it to real usage rather than the tier the vendor highlights.
- 3
Start on the smallest plan that fits
Most vendors let you move up mid-cycle and bill the difference, so starting low costs you nothing but starting high does.
- 4
Check the renewal terms before you commit
Note the renewal date and the rate it reverts to, so the second invoice is not a surprise. Annual plans are usually cheaper per month but harder to exit.
Where Gorgias wins and loses
What works
- 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
- Macros and rules automate repetitive workflows like refund approvals and shipping updates
What doesn't
- Price scales sharply with ticket volume — Pro at $360/mo is a big jump from Basic at $60/mo
- Designed specifically for e-commerce — less suitable for B2B or SaaS support teams
- Ticket overage charges at $0.36-0.40/ticket can add unexpected costs during peak periods
- AI agent setup requires training on your store policies and FAQs for effective automation
The bottom line
Gorgias is the most purpose-built helpdesk for ecommerce, wiring Shopify order and refund actions plus a resolution-priced AI Agent straight into a shared inbox so support turns into revenue. Costs climb with ticket volume and there is no exclusive coupon here, but for Shopify and BigCommerce stores it is a confident Buy.
Gorgias prices its helpdesk by monthly ticket volume rather than per agent, with tiers scaling roughly from 50 up to 5,000 tickets a month plus a custom Enterprise level. Its AI Agent is included on every plan but billed only when it actually resolves a conversation. Voice and SMS are usage-based add-ons. Exact rates are confirmed on the live pricing page.
Yes, Gorgias offers a free trial so stores can connect Shopify or BigCommerce and test the shared inbox, automations and AI Agent before paying. There is no exclusive coupon on this listing, so the trial and the entry ticket tier are the best way to gauge fit before committing to a paid plan.
For ecommerce brands on Shopify or BigCommerce, Gorgias is well worth it. It surfaces order, refund and subscription actions inside each ticket and lets the AI Agent close routine queries automatically, cutting response times and turning support into sales. Stores with low ticket volume or non-ecommerce workflows may find lighter or more general tools a better match.
Gorgias is purpose-built for ecommerce, with native Shopify and BigCommerce actions and revenue tracking baked into support, while Zendesk is a broader, industry-agnostic helpdesk that scales across sectors. Gorgias wins for online stores wanting order-aware, sales-driven support; Zendesk suits larger or non-retail organizations needing wide customization and enterprise breadth.
The main drawback is that cost rises as ticket volume grows, so a high-traffic store can outgrow its plan and see the bill step up quickly. Gorgias is also tightly focused on ecommerce, which makes it less suitable for B2B SaaS or general support teams that need a horizontal, industry-neutral helpdesk.
Gorgias includes its AI Agent on every plan and charges only when it fully resolves a customer conversation, rather than a flat monthly AI fee. That resolution-based model means stores pay for outcomes, not seats or usage, and can let automation absorb repetitive tickets while human agents focus on complex, higher-value cases.
