Gorgias: A complete overview for 2025

If you run an e-commerce store, you know customer support isn’t just about damage control. It’s where you can turn a frustrated shopper into a loyal fan and maybe even make a sale. But juggling questions from email, chat, and social media without sounding like a robot? That’s tough, especially when you’re scaling.

This is the problem Gorgias tries to solve. It’s a popular helpdesk built from the ground up for online stores, aiming to turn customer service from a cost center into a way to grow your business by bringing all your conversations into one place and automating the repetitive stuff.

But is it the right tool for you? In this overview, we’ll walk through everything you need to know about Gorgias: its main features, what its AI can (and can’t) do, and its sometimes confusing pricing. We’ll give you a clear look at its strengths and weaknesses to help you figure out if it’s a good match for your team.

What is Gorgias?

So, what exactly is Gorgias? Think of it as a command center for all your customer conversations, built specifically for e-commerce stores, especially those using Shopify, BigCommerce, or Magento. The main idea is to pull every customer interaction, whether it’s an email, a live chat, a Facebook comment, an SMS, or a phone call, into a single dashboard.

A screenshot of the Gorgias dashboard, which serves as a command center for customer conversations.::

The real magic of Gorgias is how deeply it connects with e-commerce platforms. When a customer gets in touch, your support agents instantly see their entire order history and shipping details right next to the message. No more tab-switching madness. This lets them do things like process a refund, change an order, or check a shipping status without ever leaving the helpdesk, which saves a ton of time.

To help teams keep up with the flood of common questions, Gorgias also has its own AI features, which it calls the "AI Agent." This tool is built to automatically answer questions like "Where is my order?" and can even act as a shopping assistant on your site. With over 15,000 brands on the platform, it’s definitely a major player in the e-commerce world.

Core features and functionality

Gorgias organizes its features into two main "suites," all built on a foundation designed to manage customer chats.

Support and marketing suites

The platform is really built on two pillars: the Gorgias Support Suite and the Gorgias Marketing Suite.

The Support Suite is the core helpdesk. It’s what brings all your support channels into one shared inbox so your team can manage everything from a single screen. This is where your agents will spend their days answering tickets and using customer data to give helpful, personal replies.

The Marketing Suite is more about engaging customers proactively. It uses features like pop-up chat campaigns to talk to shoppers while they’re on your site, offering help or discounts to prevent them from leaving with a full cart. For example, you can set up a chat box to appear if someone has been looking at a product page for a while, turning a browse into a conversation.

While having everything in one platform is handy, the AI can only learn from what’s inside Gorgias, like your help center articles and old tickets. This can be a problem if your team’s real brain is spread across different places, like internal wikis or technical documents. A better way to handle this is to connect your helpdesk to all your company’s knowledge. For example, eesel AI plugs into your existing Gorgias setup but also connects with tools like Confluence, Google Docs, and Notion, giving your AI the full story.

Key integrations for e-commerce

Gorgias’s biggest selling point is its tight integration with Shopify. It’s more than just syncing data; it lets agents do things directly from the helpdesk. They can look up and edit Shopify orders, check product inventory in real-time, and handle discount codes without leaving their dashboard. Having all this context at their fingertips is what helps them resolve issues so quickly.

The Gorgias automated ticketing system with Shopify data integrated next to a customer ticket.::

Beyond Shopify, Gorgias also connects with other tools that e-commerce brands rely on, including:

• Other platforms: BigCommerce and Magento.

• Marketing & Loyalty: Klaviyo, Yotpo, and Attentive.

• Subscriptions: Recharge.

These integrations add more detail to the customer profile, giving agents a complete picture so they can offer smarter and more relevant support.

Automation features: Rules and macros

Before Gorgias leaned heavily into AI, its automation was based on "Macros" and "Rules."

• Macros are basically saved replies. Agents can use them to answer frequently asked questions with one click, which saves time and keeps responses consistent.

• Rules are simple "if this, then that" workflows that help manage tickets automatically. For instance, you could set up a rule that automatically tags any ticket with the word "refund" and sends it to the right person.

Gorgias’s rule-based automation for assigning tickets based on if-then commands.::

These are solid tools for handling a high volume of simple, repetitive tasks. The downside is that rule-based automation can get messy and hard to manage as you grow. It just looks for keywords and can’t really understand the nuance of what a customer is asking. Modern AI is much better at this. While rules are fine for basic sorting, an AI-powered tool like eesel AI’s Triage can read the entire message to understand what the customer really means, allowing it to tag, route, or close tickets much more accurately.

Gorgias’ AI capabilities

Gorgias puts its "AI Agent" front and center, claiming it can handle up to 60% of customer questions automatically. This agent is meant to be an all-in-one tool for answering support questions, helping shoppers make purchases, and handling backend tasks like returns.

What the AI agent can do

The AI Agent’s skills fall into a few main categories:

• Support Skills: This is the core of its e-commerce automation. The AI can answer common questions like "Where is my order?" (WISMO) by pulling tracking info straight from Shopify. It can also answer questions using information from your help center.

• Shopping Assistant: This feature turns the AI into a sales tool. It can chat with customers on your site, suggest products based on what they’re looking at, and offer discounts to help close the sale.

• Order Management: For trickier tasks, the AI can be set up to handle returns, process refunds, and manage subscriptions, all without needing a human to step in.

Gorgias’s conversational AI assistant automatically answering a customer query about their order status.::

Limitations of the closed AI ecosystem

The Gorgias AI Agent is pretty good at the specific e-commerce tasks it was built for, but because it operates in its own bubble, there are some important limitations to be aware of.

1. Limited Knowledge Sources: The AI mostly learns from data inside Gorgias and its direct e-commerce connections. If your team relies on internal guides in Google Docs, a technical wiki in Confluence, or spreadsheets to solve tough problems, the Gorgias AI can’t see any of that. This means it can only answer the most common questions.

2. Lack of Control and Testing: Letting an AI talk to your customers can feel like a bit of a gamble. Gorgias doesn’t really offer a way to simulate how the AI would perform on thousands of your past tickets. This makes it hard to know how accurate it will be or where it might struggle before you turn it on.

3. Rigid Automation: The AI’s actions are mostly pre-set for standard e-commerce tasks. If you have a unique way of doing things or need the AI to work with a custom tool, you’ll probably hit a wall. You’re limited to the building blocks that Gorgias gives you.

This is where having a more flexible AI layer on top of your helpdesk can be a huge help.

Gorgias pricing: A complete breakdown

Alright, let’s talk about pricing, because this is where Gorgias pricing can get a little tricky. It’s not just a flat monthly fee; it’s based on the number of "billable tickets" your team handles. It’s really important to understand how this works before you sign up.

Pricing plans

The plans are set up in tiers, and each tier comes with a certain number of tickets per month. As of late 2024, the monthly plans look like this:

• Starter: $10/month for 50 tickets.

• Basic: $50/month for 300 tickets.

• Pro: $360/month for 2,000 tickets.

• Advanced: $900/month for 5,000 tickets.

• Enterprise: Custom pricing if you have a very high volume of tickets.

Here’s the key: a "billable ticket" is any conversation that gets a response from either a human agent or an automated rule. That means even if a rule just adds a tag to a ticket and closes it, it could count toward your monthly limit.

Hidden costs and add-ons

The plan’s price is often just the starting point. There are a few extra costs you need to keep an eye on:

• Overage Fees: If you go over your monthly ticket limit (which is easy to do during a big sale like Black Friday), you’ll be charged for the extra tickets. On the Basic plan, this could be an extra $40 for every 100 tickets. Those fees can add up fast.

• Automation Add-on: This is the big one. Many of the best AI and automation features, like Flows and Order Management, aren’t included in the standard plans. They’re part of a separate "Gorgias Automate" add-on, and its price is based on the percentage of tickets you want to automate. For example, if you’re on the Basic plan with 300 tickets and want to automate half of them, that would cost you an extra $135 a month.

• Voice and SMS Add-ons: Want to offer support over the phone or via text? Those are separate, paid add-ons too.

A view of the Gorgias agent pricing page, which details the various available plans.::

Why the ticket-based model can be unpredictable

When your monthly bill is based on ticket volume, overages, and per-automation fees, your costs can swing wildly from one month to the next. A successful marketing campaign could double your support bill without warning. This makes it tough to budget for your support costs with any real certainty.

In contrast, other platforms have more straightforward pricing. For instance, eesel AI’s pricing is based on a set number of AI interactions per month, with no hidden fees for each ticket it resolves. This lets you scale up your automation without worrying about surprise costs, and you can start on a monthly plan you can cancel anytime.

This beginner-friendly tutorial guides you through the basics of using Gorgias to manage customer support.

Is Gorgias right for you?

So, what’s the final verdict? Is Gorgias the one for you? It really depends on your needs.

Gorgias is a fantastic helpdesk for e-commerce stores, especially if you’re on Shopify. Its ability to pull all your customer conversations and order data into one place is a massive time-saver for support teams. If your main priority is finding a helpdesk that is built for e-commerce through and through, it’s hard to beat.

However, it has its downsides. The built-in AI is handy for common tasks but is stuck in its own world and can’t learn from all your team’s knowledge. And more importantly, the pricing is complicated. The mix of ticket limits, overage fees, and paid add-ons for key features can lead to unpredictable bills that grow right alongside your business.

Gorgias is probably the best fit for e-commerce brands that need that deep Shopify integration and are comfortable working within its ecosystem and pricing model.

Getting more out of Gorgias with flexible AI

The good news is you don’t have to be locked into one platform’s AI. Instead of replacing a great helpdesk like Gorgias, you can add a specialized AI layer on top of it. This gives you the best of both worlds: Gorgias’s amazing e-commerce features paired with a more powerful, controllable, and cost-effective automation engine.

This is exactly what eesel AI was built for.

• It offers a completely self-serve setup that connects to your Gorgias account in minutes.

• It unifies all your knowledge, learning from your past Gorgias tickets, your help center, and all your internal documents in places like Confluence and Google Docs.

• It gives you total control with a simulation mode to test its performance on your real data, so you can roll out automation gradually and confidently.

• It has a transparent and predictable pricing model without any confusing per-resolution fees.

Ready to see what your Gorgias helpdesk can really do? Start your free eesel AI trial and build your first AI agent in minutes.