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Gorgias
AI helpdesk built for Shopify and e-commerce support teams
Paid
Free trial
Affiliate program
Overview
What Gorgias Does
Gorgias is a helpdesk built around e-commerce, not generic IT support. It pulls every customer conversation (email, live chat, SMS, Instagram, Facebook, and more) into one shared inbox, and ties each ticket to the shopper's order history. Because it connects directly to Shopify, agents can see what someone bought, edit or refund an order, and cancel a subscription from the ticket itself.
AI Agent and Automation
The AI Agent handles repetitive questions on its own: where is my order, how do I return this, can I change my address. It reads your help center and past replies, then answers in your brand's tone and only escalates when it is unsure. Macros, rules, and intent detection route the rest to the right person, which cuts response times during busy launches and sale periods.
Pricing Model
Gorgias prices on tickets rather than seats, with plans that scale by monthly ticket volume. AI Agent resolutions are billed separately on top of the helpdesk subscription, so the real monthly cost depends on how much volume the AI takes over. Smaller stores can start cheaply, but heavy ticket and AI usage pushes the bill up, so it pays to model your volume before committing.
Who It Fits
The sweet spot is Shopify and other e-commerce brands doing enough support volume that a shared inbox plus automation actually saves money. Solo stores with a trickle of tickets may find it more than they need, while growing brands tend to get the most out of the order actions and AI deflection.
Pros
- ✓Deep Shopify integration with real order actions inside tickets
- ✓AI Agent deflects common questions and works in your brand voice
- ✓Single inbox across email, chat, SMS, and social channels
- ✓Purpose-built for e-commerce rather than generic IT support
Cons
- ✕Ticket-based pricing means costs climb as your store grows
- ✕AI resolutions are billed on top of the base subscription
- ✕Heavier than a small store with light ticket volume needs
Key features
Unified inbox
Brings email, live chat, SMS, and social messages into one shared queue tied to each customer.
AI Agent
Auto-resolves common tickets like order status and returns by reading your help center and past replies.
Shopify order actions
Lets agents view, edit, refund, or cancel orders and subscriptions directly inside a ticket.
Macros and rules
Automates routing, tagging, and canned responses so repetitive work does not pile up on agents.
Live chat and self-service
Adds an on-site chat widget and help center so shoppers can find answers before opening a ticket.
Support analytics
Tracks response time, resolution rate, and AI deflection so teams can see what automation is handling.
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Frequently asked questions
- Yes. It connects directly to Shopify so agents can see order history and edit, refund, or cancel orders and subscriptions from inside a ticket.
- The AI Agent reads your help center and past replies, then auto-answers common questions like order status and returns in your brand's tone, escalating to a human when it is unsure.
- Gorgias prices on monthly ticket volume rather than per seat, and AI Agent resolutions are billed separately, so total cost depends on your volume and how much the AI handles.
- It fits Shopify and other e-commerce brands with enough support volume that a shared inbox and automation save real time and money.
Editor’s note
Gorgias is one of the most established helpdesks aimed squarely at online stores, and its Shopify order actions plus AI deflection are the reasons brands pick it over generic support tools. The ticket-based pricing rewards efficient teams but can get expensive at scale, so model your volume first.