Customer Service & Retention AI

Gorgias: ecommerce helpdesk and AI support

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.

Gorgias is an ecommerce customer-service platform that combines a shared Helpdesk with an AI Agent for routine support and shopping conversations.

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Editorial Score: 82/100

Supported Platforms: Shopify · BigCommerce · Magento · WooCommerce
Freshness: Updated Oct 12, 2026

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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.

Gorgias features and workflows

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.

Gorgias use cases

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 Gorgias works

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.

Usage scenario documented in official materials

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.

How the support workflow moves

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

The Gorgias module descriptions explain the roles of Gorgias Helpdesk, Ticket management and ecommerce context, AI Agent, and Human handoff and guardrails.

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.

Gorgias pricing and purchase terms

Estimated from published pricing rules

Build a Gorgias plan around your budget

This planner includes Helpdesk and AI Agent in the core plan. After subtracting selected Voice and SMS fees, it matches the remaining budget to the highest affordable tier. Prices come from the official calculator; the budget matching rule is ours.

Monthly budget

Budget minus Voice and SMS fees determines the budget available for your core plan. Annual billing is compared using its monthly equivalent.

$500.00/month

Core plan and optional add-ons

Helpdesk + AI Agent Core plan

A shared support inbox and AI-powered resolutions. Your budget selects the tier; see the entitlement table below for included tickets, automated interactions and seats.

VoiceOptional add-on · Basic or above

Phone support with call routing, recording and transcription.

SMSOptional add-on · Basic or above

Two-way SMS and multimedia conversations in your helpdesk.

Helpdesk is the core support workspace, and AI Agent requires Helpdesk. This calculator pairs them in the core plan. Voice and SMS are optional paid add-ons; their separate ticket packages do not increase the core plan's allowance.

Gorgias plan entitlements

Plan / add-on	Allowances and features
Starter	Helpdesk + AI Agent: 50 Helpdesk tickets and 30 automated resolutions per month; 3 user seats. Monthly billing only. Not included: AI brand voice, guardrails and actions; BigCommerce, Magento, revenue attribution, audit logs, dedicated CSM and SLA. The official comparison excludes Voice/SMS on Starter, while its FAQ says any plan; confirm eligibility with Gorgias. Included plan entitlements Email, chat, social channels and help center Shopify / Shopify Plus integration WooCommerce integration 150+ app integrations Support performance reporting Live statistics Automation statistics API: 2 requests/second Google / Microsoft single sign-on (SSO) GDPR / CCPA compliance Community support Self-service onboarding AI pre-trained for 18+ retail verticals
Basic	Helpdesk + AI Agent: 300 Helpdesk tickets and 30 automated resolutions per month; 500 user seats. Monthly or annual billing. Not included: Magento, revenue attribution, audit logs, dedicated CSM and SLA. Included plan entitlements Includes Starter features, with the allowances, support and onboarding specified for this tier. New or upgraded benefits: BigCommerce integration Standard support AI brand voice and guardrails AI actions, including cancellations and discounts Optional add-ons Voice and SMS: separate ticket packages, purchased additionally
Pro	Helpdesk + AI Agent: 2,000 Helpdesk tickets and 190 automated resolutions per month; 500 user seats. Monthly or annual billing. Dedicated CSM and SLA are not listed as included. Included plan entitlements Includes Basic features, with the allowances, support and onboarding specified for this tier. New or upgraded benefits: Magento integration Revenue attribution Audit logs Specialist support One-to-one onboarding Optional add-ons Voice and SMS: separate ticket packages, purchased additionally
Advanced	Helpdesk + AI Agent: 5,000 Helpdesk tickets and 530 automated resolutions per month; 500 user seats. Monthly or annual billing. The comparison lists a dedicated Customer Success Manager (CSM), but the FAQ makes access dependent on annual Shopify GMV. Confirm eligibility with Gorgias. Included plan entitlements Includes Pro features, with the allowances, support and onboarding specified for this tier. New or upgraded benefits: Dedicated support White-glove onboarding Service-level agreement (SLA); terms subject to contract Optional add-ons Voice and SMS: separate ticket packages, purchased additionally
Enterprise	Custom plans for teams handling more than 5,000 conversations a month with complex security, compliance or integration needs. Allowances, seats and specific entitlements are agreed with sales; no fixed feature list is published. Not included in budget matching.
Voice (optional add-on)	Optional Helpdesk add-on, recommended from Basic in this planner. Choose one of 17 monthly capacity packages, from 25 to 41,667 Voice tickets; it does not increase Helpdesk capacity. Included plan entitlements Call queues, routing, call flows and IVR menus Call recording, transcription and ecommerce context Follow-up calls on the same Voice ticket have no additional channel charge
SMS (optional add-on)	Optional Helpdesk add-on, recommended from Basic in this planner. Choose one of 20 monthly capacity packages, from 25 to 55,000 SMS tickets; it does not increase Helpdesk capacity. Included plan entitlements Two-way SMS and MMS/media in the helpdesk International sending coverage and built-in opt-out handling Follow-up texts on the same SMS ticket have no additional channel charge

Included allowances reset monthly. Usage beyond them is extra: Helpdesk tickets cost $0.40 each on Starter/Basic and $0.36 on Pro/Advanced; extra automated interactions cost $1.50 each. Each AI resolution also counts as a Helpdesk ticket; if a human replies within 72 hours, only the Helpdesk ticket is billed. Enterprise requires a custom quote and is excluded from budget matching.

USD, before tax. Estimates, not quotes. Annual plans are prepaid; overages are additional. Starter is monthly only. Voice/SMS require Basic or above in this planner because the official comparison excludes them from Starter, although its FAQ says any plan. The calculator uses $0.90 per included annual AI interaction; the comparison table lists $0.85 for Advanced. Confirm these conflicting terms with Gorgias before purchase. Check official pricing

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.

Gorgias alternatives compared

Gorgias, Intercom, Tidio, and Re:amaze are compared by product scope, suitable tasks, implementation responsibilities and billing.

Product	Product scope	Best-fit scenarios and implementation responsibilities	Pricing and billing
GorgiasCurrent product	Gorgias is an ecommerce customer-service platform that combines a shared Helpdesk with an AI Agent for routine support and shopping conversations.	Best fitConsider Gorgias for an ecommerce helpdesk with live order context and an AI Agent. Compare Intercom for Fin together with a shared inbox, ticketing and support-team tools and Tidio for Lyro AI answers alongside live chat and rule-based Flows. ImplementationYour team would connect store records, authorize order actions and configure ticket routing.	See the pricing calculator above
Intercom	Intercom is a customer-service platform combining the Fin AI agent, a shared inbox and tools for human support teams.	Best fitConsider Intercom for Fin together with a shared inbox, ticketing and support-team tools when comparing it with Gorgias. ImplementationWith Intercom, the team would configure the Intercom inbox, team routing and knowledge for Fin. Official product and workflow ↗	Confirm current billing terms before buying. Essential requires a per-seat subscription, plus $0.99 per Fin outcome. Completing a workflow (Procedure), including a handoff, can count as a Fin outcome. Fin on another helpdesk has no seat fee, but a minimum monthly outcome commitment applies. Official pricing ↗
Tidio	Tidio is live chat and AI customer service software for ecommerce teams. It helps stores answer shopping questions, handle support requests, and pass conversations to a person when needed.	Best fitConsider Tidio for Lyro AI answers alongside live chat and rule-based Flows when comparing it with Gorgias. ImplementationWith Tidio, the team would prepare knowledge for Lyro, build Flows and assign staff to take over live chats. Official product and workflow ↗	Confirm current billing terms before buying. Free: 50 billable conversations/month and a one-time 50-conversation Lyro allowance per account. Recurring Lyro capacity requires a paid quota. Human conversations and Flows have their own limits. Official pricing ↗
Re:amaze	Re:amaze is an ecommerce support workspace that brings customer messages and connected store records together so a team can answer questions in one place.	Best fitConsider Re:amaze for email, chat and other support channels with connected store records when comparing it with Gorgias. ImplementationWith Re:amaze, your team would connect channels and stores, configure workflows and test AI-to-human-agent handoffs. Official product and workflow ↗	Confirm current billing terms before buying. Starter: $59/month for 500 responded conversations Basic: $29 per team member/month AI overage: $0.85 per additional resolution

Selection advice

Choosing a helpdesk based on ecommerce ticket volume

For teams focused on ecommerce tickets and order support, evaluate the Gorgias Helpdesk and AI Agent combination. Helpdesk billing follows ticket volume, while resolved AI conversations and Voice or SMS usage also affect cost. Compare it with Intercom using both team size and actual support volume, since Intercom charges for seats.

Comparing AI options while retaining the helpdesk

When the existing helpdesk works well and AI handling is the main gap, compare standalone Fin with a move to Gorgias. Fin connects to supported helpdesks without requiring Intercom seats, while the existing workspace continues to handle tickets and human support. Check the connection, order actions, and handoff flow for that helpdesk.

Comparing Zendesk when agent assistance matters

When agents need AI help with tickets and replies, include Zendesk Copilot and AI agents in the comparison. Compare Gorgias’s ecommerce helpdesk with the specific Zendesk agent-assistance and automated-support products under consideration. Use the required channels, order actions, and human-support workflows to establish which subscriptions and add-ons are needed.

Gorgias FAQs

Gorgias FAQs address “Do AI Agent charges replace Helpdesk charges?” and “Why can one customer conversation count toward multiple billing metrics?”

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.

Gorgias integrations and connection requirements

ChattermillGorgias → Chattermill

Synchronize support conversations into Chattermill to identify service themes and fulfilment friction.

Chattermill Gorgias integration

Yotpo ReviewsYotpo Reviews ↔ Gorgias

Show Yotpo review and loyalty context in Gorgias, create tickets for reviews, and reply from the helpdesk. Requires Yotpo Premium.

Gorgias Yotpo integration

Triple WhaleGorgias → Triple Whale

Connect Gorgias in Triple Whale to include support metrics in ecommerce measurement.

Gorgias Triple Whale integration

RebuyRebuy → Gorgias

Add Rebuy recommendations to the Gorgias support portal so agents can use them in customer conversations.

Rebuy recommendations in Gorgias

DaasityGorgias → Daasity

Authorize Gorgias from Daasity to bring customer-support data into analytics.

Gorgias Daasity integration

Manifest AIManifest AI → Gorgias

Hand a shopper conversation from Manifest AI to a Gorgias support ticket when human help is needed.

Gorgias Manifest integration

VanChatVanChat → Gorgias

Authorize Gorgias so VanChat can hand shopper conversations to a human-support workspace.

Gorgias VanChat integration

Bloomreach LoomiBloomreach Loomi ↔ Gorgias

Use the ready-made integration to exchange Gorgias support-ticket signals and selected Bloomreach customer fields in the helpdesk.

Gorgias Bloomreach integration

Data collaboration

Requires development capability

HubSpotHubSpot Contact → Gorgias Customer

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.

HubSpot Contacts API Gorgias Customer API

HubSpotGorgias Customer → HubSpot Contact

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.

Gorgias Customer API HubSpot Contacts API

Sources

The sources for Gorgias include apps.shopify.com, docs.gorgias.com, support.reamaze.com, www.gorgias.com; the linked documents are references for checking product, purchase or review information, with applicability still to be verified.

User reviews

The Gorgias review section groups source links and available feedback from Shopify App Store; each source’s product-profile scope is stated separately.

633 reviewsChecked Aug 29, 2026

Gorgias: AI, Helpdesk & Chat Shopify app.

Michael GabrielsUnited StatesAug 27, 2026

Gorgias has become an essential part of our customer service operations at Michael Gabriels, and the support we receive from Roger Pivetta and his team has been truly exceptional. Roger and his incredible team is responsive, proactive, and genuinely invested in helping our business succeed. When we had issues the team took care of everything right away. What stands out most is that Roger does not simply respond to questions. He listens, follows through, anticipates what we may need next, and makes us feel like we have a true partner supporting our team. Everyone we have worked with at Gorgias has been knowledgeable, helpful, and committed to finding solutions. We are extremely grateful for Roger and the entire Gorgias team. We highly recommend Gorgias to any business looking for a powerful customer service platform backed by people who genuinely care about their clients’ success!

EasyShedAustraliaAug 27, 2026

We’ve had a very positive experience with Gorgias, both with the platform itself and, especially, with the level of support provided by their Customer Success team. Throughout our time with Gorgias, we’ve had the opportunity to work with several Customer Success Managers, including Liam, Dee, and now Hannah, and each of them has been incredibly helpful and supportive. They have taken the time to understand our business, our customer service processes, and how we use Gorgias day to day. Our current Customer Success Manager, Hannah, has been fantastic to work with. She is responsive, knowledgeable, and proactive in helping us get the most out of the platform. Whenever we have questions, need assistance, or want to explore improvements to our setup, we feel well supported. We also appreciate that the support goes beyond simply resolving technical issues. The team is always willing to discuss our requirements, provide recommendations, and help us identify ways to improve our workflows and customer service operations. Overall, we’re very happy with the service and assistance we’ve received from Gorgias. Having reliable and approachable Customer Success Managers has made a real difference to our experience with the platform. Thank you Hannah, and the wider Gorgias team for the continued support!

Enviroscent.comUnited StatesAug 25, 2026

Gorgias USED to have great customer support. We've used for 7+ years and unfortunately, their app/tech support has gone steadily downhill. Most recent issue took 3+ months to resolve, negatively impacted customer experience and resulted in the loss of a good number of repeat customers. It's become a weak link in our current Shopify tech stack.

More reviews on Shopify App Store

Developer / providerGorgias

Latest public financing: $29 million Series C-2 funding, announced May 9, 2024. Investors: Shopify. Funding announcement

Original pagegorgias.com

558reviewsG2★ 4.6 / 5 134reviewsCapterra★ 4.6 / 5 1,150app-store reviewsShopify App Store★ 4.6 / 5 144reviewsTrustpilot★ 2.7 / 5 228upvotesProduct HuntGorgiasProvider-level signal