Gorgias
AI-powered customer service built natively for Shopify ecommerce
- Category
- Customer Support
- Pricing
- Starter $10/mo (50 tickets) up to Advanced $900/mo (5,000 tickets); AI Agent billed separately at $0.90-$1.00 per resolution; Enterprise custom
- Best for
- Gorgias is best suited for Shopify, BigCommerce, Magento, or WooCommerce merchants who want a support inbox built around order actions and want to automate a meaningful share of tickets with AI.
- Official site
- www.gorgias.com
- Last updated
- August 2026
Gorgias is a customer experience and helpdesk platform built specifically for ecommerce brands, with native, deep integrations into Shopify, BigCommerce, Magento, and WooCommerce. Rather than being a generic support ticketing tool retrofitted for online stores, Gorgias lets support agents view and act on order data -- editing orders, issuing refunds, applying discounts, or canceling subscriptions -- directly from within a customer conversation, without switching to a separate ecommerce admin panel. The company states it powers customer conversations for roughly 40% of Shopify brands that use a dedicated helpdesk, and is trusted by well-known direct-to-consumer brands such as Steve Madden, Tommy John, and Orthofeet.
Gorgias has layered AI heavily into the product with its AI Agent (formerly Automate/Convert), which can independently resolve common ecommerce inquiries such as order status, returns, and shipping questions using live store data, and a Shopping Assistant that engages site visitors with product recommendations. Pricing is unusual in the category: instead of charging per agent seat, Gorgias charges based on ticket volume, so a store can add as many human agents as it wants without additional seat fees, while the separately metered AI Agent charges per successful resolution. The platform also includes Voice (AI-assisted phone support) and SMS as add-on channels priced by usage volume, positioning Gorgias as a full omnichannel CX suite rather than just an email/chat helpdesk.
Gorgias is best suited for Shopify, BigCommerce, Magento, or WooCommerce merchants who want a support inbox built around order actions and want to automate a meaningful share of tickets with AI. It's a weak fit for non-ecommerce businesses, since its core value (order editing, refund workflows, shopper-facing shopping assistant) is tied directly to store platforms, and cost-sensitive small stores may find the combined ticket-plus-AI-resolution pricing harder to predict than flat-fee alternatives.
Key features
AI Agent (Support Skills)
An AI agent that autonomously resolves common ecommerce support questions -- order status, returns, shipping, cancellations -- using the store's live order and policy data, billed per successful resolution.
Shopping Assistant
An AI-driven assistant that engages shoppers on-site with product recommendations and answers pre-sale questions to help convert browsers into buyers.
Unified Helpdesk Inbox
Consolidates email, live chat, social media (Instagram, Facebook), and SMS messages into a single shared inbox so agents don't have to monitor multiple tools.
Voice
Adds AI-assisted phone support integrated into the same helpdesk, so call transcripts and outcomes live alongside other channels.
Native Ecommerce Integrations
Deep, two-way integrations with Shopify, BigCommerce, Magento, and WooCommerce let agents view and edit orders, process refunds, and see customer purchase history inline.
Macros and Automation Rules
Pre-built and custom response templates and rule-based workflows automate repetitive replies and ticket routing for common request types.
Revenue-Attributed Analytics
Ties support conversations to order and revenue outcomes, letting teams measure the commercial impact of customer service, not just resolution time.
100+ App Marketplace
Connects to complementary ecommerce tools like Loop Returns, Recharge, Yotpo, and Attentive for returns, subscriptions, reviews, and marketing workflows.
Pricing breakdown
Starter
- 50 helpdesk tickets per month
- Unlimited agent seats
- Core helpdesk inbox
Basic
- 300 helpdesk tickets per month
- Unlimited agent seats
- Core automation and macros
Pro
- 2,000 helpdesk tickets per month
- Unlimited agent seats
- Expanded automation and reporting
Advanced
- 5,000 helpdesk tickets per month
- Unlimited agent seats
- Advanced automation and analytics
Enterprise
- 5,000+ helpdesk tickets per month
- Dedicated support and SLAs
- Custom onboarding for large Shopify brands
Pros and cons
Pros
- Native, bidirectional Shopify integration lets agents edit orders, issue refunds, apply discounts, and view purchase history without ever leaving the support conversation, cutting resolution time on the most common ecommerce tickets.
- Ticket-based pricing with unlimited agent seats means growing support teams don't pay a per-seat penalty for adding headcount, which differs from most competing helpdesks like Zendesk or Freshdesk.
- A large, mature G2 review base (547 reviews at 4.6/5) gives buyers a substantial amount of independent feedback to evaluate before purchasing, unusual for a niche ecommerce tool.
- One customer case study cited in Gorgias's own marketing describes going from a 30% automation goal to over 50% automation using the AI Agent, suggesting real deflection potential for high-volume stores.
- The AI Agent only double-bills (as both a ticket and a resolution) if a human doesn't step in within 72 hours, meaning cleanly automated resolutions are the primary cost driver, not every AI-touched ticket.
- Voice and SMS as native add-ons mean stores can consolidate phone and text support into the same platform instead of running a separate CCaaS tool.
Cons
- The AI Agent is billed separately from the base helpdesk plan at $0.90 (annual) to $1.00 (monthly) per resolution, which independent analyses show can push a mid-sized store's effective annual cost well above the advertised base plan price -- one worked example put a Pro-plan store's real annual cost near $18,700 versus a nominal $3,600/year list price.
- Ticket-based pricing means support volume spikes (e.g., during a sale event) can push a store into a higher tier or trigger overage charges, making costs less predictable than flat per-seat pricing.
- Some G2 reviewers explicitly cite cost as a drawback, wanting AI resolution costs folded into the base plan rather than metered separately.
- The platform's deep ecommerce specialization is a limitation outside that niche -- it is not designed for B2B, SaaS, or non-commerce support use cases the way general-purpose helpdesks are.
- Overage pricing for tickets beyond a plan's allotment ($0.40 on Starter/Basic, $0.36 on Pro/Advanced) adds another variable cost that must be modeled alongside AI resolution fees.
What reviewers say
Gorgias is consistently well-reviewed, holding a 4.6/5 on both G2 (547 reviews) and Capterra (around 130 reviews), with praise centered on ease of use, Shopify integration depth, and automation, tempered by cost concerns.
Frequently praised
- Native Shopify integration and centralized multichannel inbox
- Automation and AI features that measurably reduce human-handled ticket volume
- Clean, easy-to-learn interface for new support agents
Frequently criticized
- Overall cost, especially once AI Agent resolutions and ticket overages are factored in
- Value-for-money rated lower than ease-of-use in Capterra's subcategory breakdown
- Ticket-based pricing can be harder to forecast than flat per-seat pricing during volume spikes
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How much does Gorgias cost?
Plans range from $10/month for Starter (50 tickets) to $900/month for Advanced (5,000 tickets), with a custom-priced Enterprise tier above that. The AI Agent is billed separately at roughly $0.90 to $1.00 per resolution.
Does Gorgias charge per agent seat?
No. Gorgias prices based on monthly ticket volume, and all paid plans include unlimited agent seats.
What ecommerce platforms does Gorgias integrate with?
It has native integrations with Shopify, BigCommerce, Magento, and WooCommerce, plus a 100+ app marketplace covering tools like Loop Returns, Recharge, and Yotpo.
How does the Gorgias AI Agent pricing work?
The AI Agent charges per successful resolution rather than a flat fee. If a human agent has to step in within 72 hours of an AI interaction, it's only billed as a standard helpdesk ticket rather than double-charged as both a ticket and a resolution.
Can Gorgias handle phone and SMS support, not just chat and email?
Yes, Voice and SMS are available as add-ons to any plan, with pricing that scales based on call and text volume.
Is Gorgias only for Shopify stores?
No, though Shopify is its most deeply integrated platform and largest customer base; it also supports BigCommerce, Magento, and WooCommerce stores.
Ready to try Gorgias?
Head to the official site to explore pricing and start a free trial where available.
Visit Gorgias →