Gorgias - the practical guide.

Gorgias is a customer support helpdesk built specifically for ecommerce brands. It unifies email, live chat, social DMs, SMS and voice into one inbox, with deep native integration into Shopify, BigCommerce and Magento - so agents can see orders, edit them, issue refunds and apply discounts directly from the support ticket. It also includes macros, automation, and an AI Agent that can resolve common queries autonomously.

DTC ecommerce brands of all sizes (especially on Shopify) needing a support tool tightly wired into their store data. Strong for fashion, beauty, food, home and subscription brands handling order issues, returns and pre-sales chat. Less of a fit for B2B SaaS or any business not selling physical products.

Starter around $10/month for very small stores. Basic around $60/month, Pro around $360/month and Advanced around $900/month, scaling tickets, users and features. Beyond included tickets, additional ticket packs are billed. AI Agent for autonomous resolutions is priced per resolved ticket.

Right when ecommerce-native helpdesk features (order context in tickets, refund/edit flows from the inbox, Shopify automations) save real agent time. Wrong fit for businesses with non-commerce support volumes (use Zendesk or Intercom) or extremely simple setups where Shopify Inbox suffices.

Ticket-based pricing can spike during sales or product launches - monitor consumption. AI Agent works best with clean macros and policy docs; expect setup work. Multi-store setups need careful configuration. Reporting is solid but less mature than Zendesk's at enterprise scale.