Gorgias Review: Features, Pricing & Alternatives

What is Gorgias?

Gorgias is a customer support platform built for online stores. It combines a helpdesk that pulls email, chat, SMS, voice, WhatsApp, Instagram and Facebook into one inbox with an AI Agent that answers shoppers before and after a purchase. Because it connects deeply to Shopify, agents and the AI can see orders, edit them, issue refunds and track shipments without leaving the conversation.

Gorgias was founded in 2015 and has grown into one of the best-known helpdesks in the Shopify ecosystem, with more than 300 integrations including Klaviyo, Recharge, Yotpo and Loop Returns. Its AI Agent has evolved from support automation into a shopping assistant that can recommend products. In May 2025 Gorgias moved new accounts to an updated pricing model, and it continues to expand AI Agent with releases such as AI Agent 3.0.

What makes Gorgias different is that pricing is based on ticket volume, not the number of support agents, so you can add teammates freely. The AI Agent is available on every plan and is billed only when it fully resolves a conversation. Gorgias says the agent is pre-trained on more than a billion conversations, and it focuses on sales as well as support, which suits brands that see support as a revenue channel.

Key features of Gorgias

• AI AgentAnswers questions, handles order edits, returns and tracking, and recommends products, escalating to humans when needed.
• Unified helpdeskEmail, chat, SMS, voice, WhatsApp, Instagram and Facebook messages in one inbox.
• Shopify integrationSee customer orders beside each ticket and edit, refund or cancel them in one click.
• Macros and rulesReusable replies with order variables and rules that tag, route or auto-close tickets.
• Voice and SMS add-onsRun phone and text support inside the same helpdesk, priced by volume.
• Revenue reportingTrack sales influenced by support conversations alongside response times and satisfaction.

Who is Gorgias best for?

• Shopify merchants that want order data and actions inside every support conversation.
• Growing DTC brands whose teams expand during peak seasons and do not want per-seat costs.
• Brands selling through support that want an AI shopping assistant to recommend products and recover sales.
• Multichannel retailers handling email, social DMs, chat and phone in one place.

Popular ways to use Gorgias

• Where is my order: Let the AI Agent answer tracking questions automatically.
• Returns and exchanges: Process returns through integrations such as Loop Returns.
• Pre-sale questions: Recommend sizes and products to shoppers on chat.
• Social support: Reply to Instagram and Facebook comments and DMs from the helpdesk.
• Peak season scaling: Absorb holiday ticket spikes without hiring temporary seats.

Gorgias pricing (October 2026)

Gorgias’s pricing page shows plans from 50 to 5,000 tickets a month and never charges per agent; the figures above come from dated 2026 breakdowns, so confirm them at signup. Since May 2025, a conversation resolved by AI Agent can incur both a ticket fee and an automation fee; Voice and SMS are priced separately.

Gorgias pros and cons

How to get started with Gorgias

1. Sign up at gorgias.com and connect your Shopify store.
2. Connect your support email, chat widget and social accounts.
3. Import or write macros for your most common questions.
4. Turn on AI Agent, add your policies and help content, and test it.
5. Set handover rules so complex or angry customers go to your team.

Tips to get better results from Gorgias

• Estimate your monthly ticket volume before picking a plan to avoid overage fees.
• Start AI Agent on order status and returns, where answers are most predictable.
• Use rules to auto-close spam and thank-you messages.
• Review AI Agent conversations weekly and update policies it misreads.

Gorgias vs alternatives

Gorgias is built for e-commerce, while general helpdesks like Zendesk AI and Help Scout serve a wider range of businesses. Tidio is a cheaper option for small Shopify stores that mainly need live chat and a simple AI agent. Fin AI Agent can also plug into Gorgias if you want a different AI layer.

For a lightweight AI agent trained on your store content, Chatbase is quicker to set up but lacks a full e-commerce helpdesk. Freshworks Freddy AI is another ticket-based option with broader IT and service features. Gorgias remains the most Shopify-native choice in the group. See all best customer support tools.

Our verdict: is Gorgias worth it?

Gorgias FAQs

Pricing and features change often. Details on this page were last reviewed in October 2026. Always confirm current plans on the official Gorgias website.