Gorgias

Gorgias is a helpdesk for ecommerce customer experience teams, combining support conversations, customer data, workflows, and an AI Agent. Its shared inbox brings email, chat, SMS, WhatsApp, Instagram, and Facebook messages into one view. For Shopify stores, tickets can display order, customer, and product information, while agents can cancel orders, apply discounts, or upsell within a conversation. Other helpdesk tools include ticket routing, prioritization, automation rules, a help center, customer portal, and SLA management. Gorgias says its app directory connects more than 100 apps, including Shopify, BigCommerce, Loop Returns, Yotpo, Recharge, and Attentive; custom HTTP integrations can fetch data or trigger actions in external systems. The AI Agent is available on every plan and is charged when it resolves a conversation. Helpdesk plans scale from 50 to 5,000 tickets per month and are not priced per agent. A new account starts with a 30-day free trial, though trial accounts cannot create a help center and have outbound email limits. Mobile apps offer push notifications and can create email tickets, but cannot make or receive calls or send images or links in messages.

Gorgias brings ecommerce support channels and ticket workflows together, with Shopify details available inside tickets. Check the trial limits and mobile messaging restrictions when weighing its fit.

Gorgias is designed for ecommerce customer experience teams handling customer conversations across several channels. Shopify stores may find its in-ticket order, customer, and product information useful.

Gorgias is a helpdesk built for ecommerce customer experience teams. It is best suited to stores that need to connect support conversations with customer and order context. Its clearest advantage is Shopify information and order actions inside tickets, while limits on mobile messaging and calling narrow its fit for teams that depend on those workflows.

Overview

The shared inbox brings email, chat, SMS, WhatsApp, Instagram, and Facebook conversations into one view. Routing, prioritization, and automation Rules help teams direct tickets and handle repeat work; SLA management and a customer portal add structure around that support process. The AI Agent is available on every plan and is charged when it resolves a conversation, so its usage cost depends on resolution volume.

For Shopify stores, tickets can show order, customer, and product information, and agents can cancel orders, apply discounts, or upsell without leaving a conversation. That connection gives Gorgias a practical edge for resolving common ecommerce requests. Its app directory connects more than 100 apps, including Shopify, BigCommerce, Loop Returns, Yotpo, Recharge, and Attentive. HTTP integrations can also fetch data through third-party APIs or trigger actions in external systems.

Key features

• Ticket workflows: Routing, prioritization, Rules, and SLA management support organized queues and repeatable handling. These tools are useful for growing support teams, though the value depends on whether a store’s requests can be addressed through the workflows it configures.
• Shopify context and actions: Order, customer, and product details appear in tickets, with order cancellation, discounts, and upselling available in the conversation. This is the strongest fit for Shopify merchants; teams on other ecommerce systems can connect through the app directory, but the same ticket-level Shopify details are specific to Shopify.
• AI Agent: It is included on every plan, with charges tied to resolved conversations. That makes it broadly accessible but means the plan price alone does not capture AI costs.
• Security and access: Gorgias lists user roles, permissions, action and conversation history, two-factor authentication, SOC 2 Type II certification, and HIPAA compliance. Google and Microsoft single sign-on are available across Helpdesk plans; custom SSO is reserved for Advanced and Enterprise.
• Mobile apps: iOS and Android apps provide push notifications and can create email tickets. They cannot make or receive calls, or send images and links in messages, which is a meaningful constraint for agents handling richer replies or voice support on mobile.

Pricing

Gorgias uses a paid model, with a 30-day free trial and a free plan. Helpdesk plans scale from 50 to 5,000 tickets per month and are not priced per agent. That ticket-based structure may suit teams whose workload is predictable, but high-volume stores need to match the monthly allowance to demand. Voice and SMS are add-ons on any plan, priced according to call and text volume.

A new Helpdesk account begins with a 30-day free trial. Trial accounts cannot create a help center and have limits on outbound email, so the trial may not represent a full launch setup. AI Agent resolution charges and usage-priced voice and SMS can also add costs beyond the core plan. Gorgias offers Academy courses and Help Center resources, with email and chat support options based on business size.

Platforms

Gorgias supports web, iOS, Android, API, and browser extension access. The mobile apps extend notifications and email ticket creation to phones, but their calling and message-content limits make them better suited to monitoring and basic email work than to handling every support task away from a desktop.

Who it's for

Gorgias is a strong match for ecommerce support teams, especially Shopify stores that want agents to see order context and take common actions from the ticket. Its multichannel inbox, integrations, and workflow tools suit teams managing substantial message volume. It is less compelling for organizations that need mobile voice and unrestricted rich messaging, or for businesses outside ecommerce that have little use for store and order context.

Pros and cons

• Pro: Shopify order, customer, and product context appears in tickets, with cancellation, discount, and upsell actions available there too.
• Pro: Email, chat, SMS, WhatsApp, Instagram, and Facebook messages share one inbox, supported by routing, prioritization, and automation Rules.
• Pro: The AI Agent is available on every plan, and the app directory connects more than 100 apps.
• Con: AI Agent resolutions incur a charge, while voice and SMS carry additional usage-based pricing.
• Con: Mobile agents cannot make or receive calls or send images and links in messages.
• Con: Trial accounts cannot create a help center and face outbound email limits.

Alternatives

For a broader browse across relevant software, see Customer Self-Service Software, AI Customer Service Software, AI Customer Service Agents, Social Media Customer Service Software, and Help desk software.

• Whatfix is another paid option with a free plan and trial, and supports a wider range of platforms including desktop and self-hosted deployments.
• Kustomer offers a paid Ultimate plan with custom pricing, extensive custom-object and task capacity, and a stated 2,000 RPM API rate limit.
• Intercom may suit teams looking for a paid, per-seat option; its Essential plan is $19 a month, billed annually, per seat/month, and includes Fin AI Agent, Messenger, a shared inbox and ticketing system, and pre-built reports.
• Ada is another paid customer service option.
• Mavenoid is another paid option for teams comparing customer service software.
• Re:amaze offers a free trial and a Basic plan at $29 a month, billed monthly, with unlimited email inboxes and social channels.
• Agentforce Contact Center starts at $125 a month with native voice, digital channels, and AI enhancements, making it a candidate to compare when contact-center voice is central.
• Genesys Cloud CX has a Cloud CX 1 plan at $75 a month, billed annually, for voice contact centers and associate users, including voice and call routing.

Verdict

Choose Gorgias if an ecommerce support team, particularly one using Shopify, wants a multichannel inbox tied to order context and direct ticket actions. Its workflows and integrations support that focused job well. Look elsewhere if mobile calling and rich replies are essential, or if usage-based AI, voice, and SMS costs make the pricing model a poor fit for your workload.