Customer Service & Retention AI
Gorgias
Gorgias is an ecommerce customer-service platform that combines a shared Helpdesk with an AI Agent for routine support and shopping conversations. Teams handle customer conversations with order context in one workspace, then use AI only for configured requests that can still move to a person. Helpdesk tickets and AI-resolved interactions are separate commercial meters.
- Platforms
- Shopify · BigCommerce · Magento · WooCommerce
Official videoThe Biggest Leap AI Agent Has Ever TakenClick to play · Gorgias
Buying view: Use Gorgias as a support operating system when repeat questions and order-related work already take meaningful team time. Its value depends on keeping policies and escalation rules current, not on turning every conversation into automation.
Capabilities
Helpdesk is the starting screen after a team signs in to Gorgias: a shared workspace for ecommerce support conversations. It brings email, chat, social messages, SMS, and Voice work into one place and shows the customer and order information available through connected integrations. Support agents can review an interaction there, then reply, apply automation, or escalate the customer's request. AI Agent can complete a request only when it meets the account's configured conditions, while the team keeps ownership of exceptions and sensitive conversations.
What problem it addresses
Ecommerce support becomes hard to run when conversations, order information, policies, and channel-specific work are scattered. The team needs one queue, and it needs a controlled path for repetitive questions without losing human judgment.
How people use it
Agents work in a shared Helpdesk inbox that brings together connected support channels and ecommerce context. A shopper may receive an AI response in a connected channel, or the conversation can return to a human agent when the configured conditions require it.
Documented operating situation
Official documentation describes a connected-channel question being handled by AI Agent only while its configured topic and answer conditions are met. If those conditions are not met, the conversation is handed to the team instead of being silently closed.
This workflow is read from left to right. A customer message from a connected channel enters Helpdesk with the available customer and order context; routing then sends a configured request to AI Agent when appropriate. A fully resolved request ends there, while anything needing a person returns to the same team queue for handling.
What each module does and its role
Gorgias Helpdesk
Helpdesk is the shared workspace for ecommerce support conversations. It brings email, chat, social, SMS, and Voice work into one operating queue and exposes the customer and order information available through connected integrations. It gives the team one place to see the interaction before deciding whether to reply, automate, or escalate.
Ticket management and ecommerce context
Ticket rules, routing, prioritization, macros, and the agent workspace help a team make each conversation actionable. The product page also describes an agent sidebar and timeline, so the support record can carry relevant context while a person works. It organizes the work; it does not make the connected store data correct by itself.
AI Agent
AI Agent is an add-on for requests that the account has defined well enough to resolve without a person. It can use the configured support context and can close a request only when it completes it without human handover. Its role is a bounded automation layer inside the support workflow, rather than a promise that every customer question has an AI answer.
Human handoff and guardrails
Gorgias documents several paths back to a person: a shopper asks for a human, the conversation signals anger or sensitivity, a configured topic requires it, or AI Agent cannot answer reliably. This handoff is what keeps automation tied to an operating team. The public documentation scopes this configuration to AI Agent plans with Shopify stores.
Support reporting and Voice of Customer
The Helpdesk product surface includes reporting, CSAT, service-level indicators, and Voice of Customer capabilities. These give a team a way to review support workload and recurring themes after conversations are handled. They support diagnosis and prioritization; they do not establish a customer outcome by themselves.
Commercial plans
Gorgias's website and Shopify App Store list the same Helpdesk plan scheme: Starter, Basic, Pro, and Advanced match on monthly price, included billable tickets, and ticket overages. This table uses the more complete website terms. Shopify does not publish the AI Agent allowance, automated-resolution overage, or combined account total; that is a public-information gap, not evidence that buying through Shopify changes the AI price.
Gorgias Helpdesk pricing
| Product or sales surface | Scope | Public price and status |
|---|---|---|
| Helpdesk — Starter | The entry Helpdesk tier includes 50 billable tickets each month. The current website gives the same monthly amount on monthly and annual billing; the plan is independent of whether AI Agent is added. | Monthly billing: $10/monthAnnual billing: $10/monthOverage: $0.40 per additional ticket |
| Helpdesk — Basic | This tier includes 300 billable tickets each month. The lower annual figure is the per-month equivalent when the subscription is billed annually, not a second product. | Monthly billing: $60/monthAnnual billing: $50/month equivalentOverage: $0.40 per additional ticket |
| Helpdesk — Pro | This tier includes 2,000 billable tickets each month. Its annual selection changes the billing term, while the ticket allowance remains the tier's usage basis. | Monthly billing: $360/monthAnnual billing: $300/month equivalentOverage: $0.36 per additional ticket |
| Helpdesk — Advanced | This tier includes 5,000 billable tickets each month. The public selector shows a lower per-month equivalent for annual billing and a separate monthly rate. | Monthly billing: $900/monthAnnual billing: $750/month equivalentOverage: $0.36 per additional ticket |
| AI Agent add-on | AI Agent is optional to Helpdesk and is priced by fully automated interactions. The current website selector starts with 30 automated interactions; larger plan-linked allowances are shown as 190 and 530 interactions on the Pro and Advanced cards. A handed-over conversation is not an AI-resolved interaction. | 30 interactions, monthly billing: $30/month30 interactions, annual billing: $27/monthMonthly rate: $1.00 per fully resolved interactionAnnual rate: $0.90 per fully resolved interactionMonthly overage: $1.50 per additional interaction |
| How a customer conversation is charged | A Helpdesk ticket becomes billable when at least one message is sent from Helpdesk by a person, a Rule, or AI Agent. When AI Agent fully resolves the request without a person, the current billing documentation says both the Helpdesk ticket fee and the automation fee can apply; when it hands over, the ticket fee applies without the automation fee. | AI completes without handoff: Helpdesk ticket fee plus AI feeAI hands over to a person: Helpdesk ticket fee only |
Choose product areas by business need
Gorgias documents Helpdesk as the base subscription and AI Agent as an optional add-on. These are the only two scenarios retained here because Helpdesk can be bought without AI and the public price gives a usable starting cost; the AI path remains usage-based.
- You need one human support queue, not AI automation
Recommendation: Buy Helpdesk only. The public monthly entry cost is $10 for Starter with up to 50 billable tickets; if you expect up to 300 tickets, Basic is $60 per month.
Why: This gives the team the shared ecommerce inbox and order context without adding the AI Agent interaction fee. The cost-saving assumption is that the store stays within its ticket allowance and uses no paid AI resolutions.
- You have repetitive requests that AI can fully resolve
Recommendation: Add AI Agent to the Helpdesk tier. The current website's first monthly configuration is $40 for Starter plus 30 automated interactions, or $90 for Basic plus 30 automated interactions.
Why: Use this route only after measuring requests that can finish without a person. A full AI resolution can add both the ticket meter and the AI meter; a handoff returns the work to the team and does not create the AI automation fee.
Comparable tools: price and workflow
| Tool | Workflow difference | Official public price reference |
|---|---|---|
| Intercom | A customer-service workspace whose current public model combines per-seat platform access with a separate Fin outcome meter. Compare both of those meters with Gorgias's ticket allowance and AI-resolution charge, rather than treating either headline price as a full cost. | Essential: $19 per seat/monthFin outcome: from $0.99 per outcome |
| Tidio | A self-serve customer-support and chat surface with its own automation and usage model. Its lower public entry price is not a like-for-like replacement for Gorgias's ticket and AI resolution meters. | Free: $0Starter: $24.17/monthGrowth: from $49.17/month |
| Re:amaze | An ecommerce helpdesk with both per-team-member and volume-based plans. Its Starter plan uses a flat team price for responded conversations, while its AI Agent allowance and overage are tied to the selected user plan. | Starter: $59/month for 500 responded conversationsBasic: $29 per team member/monthAI overage: $0.85 per additional resolution |
Native connections
Synchronize support conversations into Chattermill to identify service themes and fulfilment friction.
Chattermill Gorgias integrationShow Yotpo review and loyalty context in Gorgias, create tickets for reviews, and reply from the helpdesk. Requires Yotpo Premium.
Gorgias Yotpo integrationConnect Gorgias in Triple Whale to include support metrics in ecommerce measurement.
Gorgias Triple Whale integrationAdd Rebuy recommendations to the Gorgias support portal so agents can use them in customer conversations.
Rebuy recommendations in GorgiasAuthorize Gorgias from Daasity to bring customer-support data into analytics.
Gorgias Daasity integrationHand a shopper conversation from Manifest AI to a Gorgias support ticket when human help is needed.
Gorgias Manifest integrationAuthorize Gorgias so VanChat can hand shopper conversations to a human-support workspace.
Gorgias VanChat integrationUse the ready-made integration to exchange Gorgias support-ticket signals and selected Bloomreach customer fields in the helpdesk.
Gorgias Bloomreach integrationData collaboration
Requires development capability
Contact and customer. Map an email-identified HubSpot contact into a Gorgias customer. This is an independently implemented one-way upsert, not a ready-made sync.
Customer and contact. Map an email-identified Gorgias customer into a HubSpot contact. This is an independently implemented one-way upsert, not a conflict-free two-way sync.
Frequently asked questions
Does AI Agent replace the Helpdesk price?
No. Gorgias documents AI Agent as an add-on with its own resolved-interaction meter. Keep the Helpdesk ticket model and the AI meter separate until a sales order confirms the account's exact scope.
Why can one customer conversation cost more than one meter?
The billing documentation separates a Helpdesk message, a fully automated interaction, and Voice or SMS use. The exact outcome depends on the products used and whether a human handoff occurred.
When should a conversation return to a person?
Gorgias documents handoff for a human request, anger or sensitivity signals, configured topics, and cases where AI Agent cannot answer reliably. Treat those rules as part of the product setup, not as an afterthought.
Sources
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