A complete guide to the Gorgias app store in 2025

If you run an ecommerce brand, you’ve probably come across Gorgias. It’s a seriously popular helpdesk designed specifically for online stores, especially those built on Shopify. But its real strength isn't just managing tickets; it's how it connects with all your other tools. Think of Gorgias as the command center for your customer service, and the apps are what plug everything in.

That’s what this guide is all about. We're going to walk through the Gorgias app store, look at the must-have app categories, and figure out how to choose the right tools for your business. We’ll also take an honest look at Gorgias's built-in AI to see what it’s good at and where it falls a bit short. Let's get into it.

What is the Gorgias app store?

The Gorgias app store is basically a marketplace of integrations that connect directly to your Gorgias helpdesk. The whole point is to bring all your tools and data into one place so your support agents aren't constantly jumping between different browser tabs. Need to check a customer's loyalty points, process a refund, or look up their subscription? You can do all of that right from the ticket sidebar.

With over 100 apps covering everything from AI to shipping, the ecosystem helps you create a single view of every customer. This doesn’t just make your team faster; it gives them the context they need to offer help that feels personal, not scripted. You can see the full list over on the official Gorgias apps page.

A screenshot of the Gorgias dashboard, which is central to the Gorgias app store experience.

How to find the right apps in the Gorgias app store for your business

With so many choices, picking an app can feel a bit overwhelming. The trick is to have a plan. Instead of just scrolling through the options, start by figuring out your biggest operational headaches and look for an app that solves that exact problem.

Understanding the app categories

Gorgias neatly groups its apps into categories to make life easier. While there are a bunch of them, a few are particularly useful for most ecommerce businesses.

• AI & Automation: These apps are all about working smarter, not harder. They can automatically answer common questions, send tickets to the right agent, and handle repetitive tasks so your team can spend their time on more interesting problems.

• Shipping & Fulfillment: Let’s be honest, "Where is my order?" is probably your most common ticket. Apps in this category pull tracking info right into Gorgias, so agents (and customers) can get updates instantly.

• Returns & Exchanges: A clunky returns process is a quick way to lose a customer for good. These tools make everything from starting a return to processing a refund feel effortless.

• Reviews & UGC: Juggling reviews, social media comments, and user-generated content is a full-time job. These apps pull all that feedback into Gorgias so you can respond quickly and keep your brand reputation solid.

• Loyalty & Retention: These apps show your agents a customer’s reward points, subscription status, and purchase history. It’s this kind of info that lets them provide personalized service that encourages people to stick around. You can find a lot of these under the Marketing apps category.

Evaluating Gorgias app store apps before you install

Once you have a shortlist, it's time to do a little homework. Here’s a quick mental checklist to run through before you click "install."

• Check the Shopify app store rating: A lot of apps in the Gorgias app store are also on the Shopify app store. That’s a great place to find honest, unfiltered reviews from other merchants. You’ll learn pretty quickly what works and what doesn't.

• Review pricing and plans: Is the pricing easy to understand? Be a little cautious of models that charge you per ticket resolution. Those can lead to surprise bills, making it tough to budget, especially when you're growing or heading into a busy season like Black Friday.

• Assess integration depth: Does the app just display information, or does it let your agents actually do things? An app that lets an agent issue a refund from inside a ticket is way more useful than one that just shows order history.

• Look at the support options: If something goes wrong, who are you going to call? Find out if the app developer provides support or if it’s handled by Gorgias. You need a clear and responsive support channel, no question.

A deep dive into Gorgias's own AI and automation tools

Gorgias doesn't just host other developers' apps; it has its own set of AI and automation tools. These are a decent starting point for any brand wanting to get into automation, but they come with a few trade-offs you should know about.

What is Gorgias AI agent?

The Gorgias AI Agent is the company's own AI tool, built to handle common support questions on its own. It can answer FAQs, process returns, edit orders, and even suggest products to help drive sales. Its biggest advantage is that it’s baked right into the Gorgias helpdesk and Shopify, which lets it take actions that many third-party apps can’t.

But here’s the catch: its "brain" is mostly limited to the knowledge you put into your help center and pre-written macros. This works well for simple, predictable questions, but it often gets stuck on trickier issues that need more context. It can't learn from the thousands of past conversations your team has already had, nor can it pull information from internal documents your team uses in places like Google Docs or Confluence. This means any slightly unusual question still gets passed on to a human agent, which puts a cap on how much you can actually automate.

An example of the Gorgias AI agent from the Gorgias app store handling a customer query.

Understanding the Gorgias pricing model

Gorgias's pricing is based on the number of tickets your team handles, and it gets a little complicated once you add AI to the equation. You're basically paying for two different things.

1. Billable Helpdesk Tickets: A conversation counts as a "billable ticket" if a human agent, a rule, or the AI Agent responds to it. It doesn’t matter how many messages are exchanged; if the AI touches it, it counts against your monthly ticket limit.

2. AI Agent Interactions: On top of the ticket cost, you pay an extra fee for every conversation the AI handles completely by itself. This works out to around $0.90 per automated resolution.

The problem with this is pretty clear: the better your AI performs, the more you pay. During a big sale, your costs can jump without warning. It sets up a strange situation where high automation rates lead to high bills, which feels like the opposite of what you want.

For full transparency, here’s the official breakdown from their pricing page:

This pay-per-resolution model can be a real headache for growing businesses. It's why many brands start looking for an alternative with more predictable pricing.

Why a dedicated AI platform from the Gorgias app store can outperform native tools

While the built-in tools are convenient, a dedicated AI platform from the Gorgias app store can give you more power, flexibility, and control. This is where a solution like eesel AI comes in, offering a more capable and scalable way to automate your customer support.

Unifying all your knowledge, not just your help center

Most AI tools in the Gorgias app store are stuck using only what's in your official help center. That's a decent starting point, but it’s just a tiny piece of your company's actual knowledge.

eesel AI is different because it connects to all the places your team's knowledge is stored. With one-click integrations, it can learn from your Google Docs, Confluence, Notion, and, this is the big one, your entire history of past support tickets. By analyzing thousands of previous conversations, it picks up your brand voice, learns how your best agents solve tough problems, and can answer questions that have never been added to an FAQ. The result is a much smarter AI that can resolve more issues on its own, meaning fewer escalations for your team.

A look at how a dedicated AI platform from the Gorgias app store connects to multiple knowledge sources.

Gaining total control and testing with confidence

Turning on a new automation tool can be a little stressful. Many solutions are all-or-nothing, and you don't really know how the AI will behave until it's live and talking to your customers. That’s a bit of a gamble.

The eesel AI Agent takes that risk away with its simulation mode. Before you go live, you can test the AI on thousands of your past tickets in a safe environment. You get a clear forecast of its resolution rate and can see the exact responses it would have sent, letting you fine-tune everything with confidence. You also get precise control to decide which ticket types the AI should handle, what its personality should be, and what custom actions it can take, like checking a shipping status from any provider, not just the ones with a pre-built app.

Simulation mode in an AI tool from the Gorgias app store allows for risk-free testing.

Achieving predictable costs and clear ROI

The biggest frustration with Gorgias's native AI is the per-resolution pricing. You get charged more for being successful, and your budget is tied to your ticket volume.

eesel AI's pricing is designed to be simple and predictable. Plans are based on a flat monthly fee for a certain number of AI interactions, and you're never charged extra when the AI successfully resolves an issue. This straightforward model means you know exactly what you’re paying each month and can easily see the value you're getting. No more surprise bills after a busy weekend. Plus, you can start on a flexible monthly plan and cancel anytime, giving you the freedom to scale things up or down as you see fit.

Build your perfect support stack with the Gorgias app store

The Gorgias app store is a great resource for any ecommerce brand that wants to build a smarter, more customer-focused support operation. If you choose your integrations wisely, you can streamline your workflows, bring all your data together, and give your team what they need to do great work.

And while Gorgias’s native AI is a handy place to start, a dedicated platform like eesel AI can really take your automation to the next level. With the ability to learn from all your company knowledge, test everything risk-free, and offer predictable pricing, it gives you the control you need to turn customer support from a cost center into a growth engine.

Ready to see how much you could automate? Integrate eesel with Gorgias in just a few minutes and start your free trial.