Overview
Gorgias is an AI-first customer support helpdesk designed specifically for ecommerce brands on platforms like Shopify. It centralizes email, chat, social, voice, and SMS into one omnichannel inbox and uses an AI Agent to automatically resolve customer conversations. Pricing is ticket-based rather than per-agent, so all plans include unlimited support seats.
Our take
Gorgias is an ecommerce-specific helpdesk with AI resolution billed per resolution on top of the base plan. The ecommerce specialisation is real — order data, returns and refunds are in the interface rather than in another tab — and that context is what makes automated resolution work better here than in a general helpdesk.
Worth it if
Shopify and ecommerce merchants whose support volume is dominated by order-status questions.
Look elsewhere if
Non-commerce support, where the specialisation provides no advantage over a general helpdesk.
✨ Features
AI Agent
Automatically resolves customer conversations and is billed per resolved interaction.
Omnichannel Inbox
Unifies email, live chat, social media, voice, and SMS support in one workspace.
Ecommerce Integrations
Connects with 150+ apps including Shopify so agents can edit orders inline.
Unlimited Agent Seats
Ticket-based pricing means every plan includes unlimited users.
⚖️ Pros & Cons
Pros
Cons
💰 Pricing
Starter
$10 /mo
- 50 tickets per month
- Unlimited agent seats
- $0.40 per ticket overage
Basic
$60 /mo
- $50/mo billed annually
- 300 tickets per month
- Omnichannel inbox and 150+ integrations
Pro
$360 /mo
- $300/mo billed annually
- 2,000 tickets per month
- Expanded analytics and revenue stats
Advanced
$900 /mo
- $750/mo billed annually
- 5,000 tickets per month
- Dedicated email servers and advanced reporting
Enterprise
Custom
- Custom ticket volume
- Lowest overage rates
- Dedicated support and onboarding
Categories
❓ Frequently Asked Questions
How does per-resolution AI pricing add up?
It scales directly with ticket volume, which is the point and also the thing to model. Multiply expected automated resolutions by the per-resolution rate and compare against the agent hours saved. It becomes good value where a large share of tickets are repetitive order questions, which for most stores it is.
Should AI handle refunds and returns?
Handle the information, escalate the decision. Telling a customer the policy and the status of their order is safe; approving a refund or making an exception is a commitment you have to honour. The tools that cause problems are the ones allowed to promise something the business then has to deny.
