Gorgias
Gorgias is an AI helpdesk built specifically for e-commerce (Shopify & Co.): it centralizes tickets from all channels and resolves requests automatically via an AI agent.
What is Gorgias?
Gorgias is a customer service platform focused on e-commerce: it consolidates requests from email, chat, social media, and phone, and can resolve routine questions autonomously using its AI agent — including access to Shopify/shop data. Billing is based on tickets; the AI agent incurs an additional charge per automatically resolved conversation.
The key difference from generic helpdesks is the deep store integration: Gorgias pulls orders, shipment tracking, refunds, and customer history directly from Shopify, BigCommerce, or Magento into the ticket — agents and the AI agent see the context without switching tabs. This makes it possible to answer typical shop inquiries like "Where is my order?" or address changes automatically, and even tie them to conversion features (pre-sales chat).
Gorgias: Strengths and weaknesses
The biggest strength is the e-commerce focus: no other platform interlocks support and store data this closely, which shortens response times and enables self-service for standard questions. The multichannel inbox bundles all channels in one place, and the transparent entry price makes Gorgias accessible even for smaller shops — an advantage over the enterprise solutions Ada and Forethought.
Weaknesses lie in the billing model: charging per ticket plus a surcharge per AI-resolved conversation can become hard to forecast as volume grows. In addition, Gorgias only shines in e-commerce — if you don't run an online store, a more general helpdesk such as Intercom or Zendesk AI is a better fit.
Pricing and plans
Gorgias does not offer a permanently free tier; the paid entry plan starts at around $10/month. Plans are tiered primarily by the number of tickets included per month; higher tiers raise the ticket quota and unlock additional features. The AI agent ("Automate") is billed separately per automatically resolved conversation. Actual costs therefore depend heavily on request volume and the desired degree of automation — something worth calculating before signing up.
Who is Gorgias for?
Gorgias is the obvious choice for online stores and D2C brands — especially on Shopify — that want to bundle their support in one place and resolve routine questions automatically without budgeting for an enterprise solution right away. If you don't run e-commerce or are looking for an industry-neutral helpdesk, Intercom or Tidio are a better fit.
