A guide to the Gorgias BigCommerce integration for ecommerce support
Kenneth Pangan
Stanley Nicholas
Last edited October 26, 2025
Expert Verified
Running a BigCommerce store is a hustle. Between managing inventory and marketing, the last thing you need is a chaotic support inbox. But that's often what happens, right? Questions pour in from email, chat, and social media, and your team is stuck flipping between a dozen tabs just to find a single order number. It’s a surefire way to slow down replies and leave customers waiting.
That's where the Gorgias BigCommerce integration comes into play. Gorgias is a helpdesk built for the world of ecommerce, and connecting it with BigCommerce is a popular move for merchants who want to get their support under control. This guide will give you a full tour of the integration, from its features and pricing to its limitations, so you can figure out if it's the right choice for your store.
An introduction to Gorgias BigCommerce
Before we dive into how they work together, let's do a quick intro to each platform.
What is Gorgias?
Think of Gorgias as the command center for your customer service. It's a helpdesk built specifically for ecommerce stores, pulling all your customer chats from email, social media, and your website into one clean inbox. The whole idea is to stop treating support as just a cost and start seeing it as a way to make customers happy, and even drive sales.
A screenshot of the Gorgias dashboard, which provides a centralized view for managing customer support for a Gorgias BigCommerce store.What is BigCommerce?
BigCommerce is the engine that powers your online store. It’s a popular platform that gives you everything you need to build and run your shop, from product pages to checkout. It’s known for being pretty robust and can grow with you, whether you’re just starting out or running a massive operation.
How the Gorgias BigCommerce integration works at a high level
So, what happens when you connect the two? It’s pretty simple, really. The Gorgias BigCommerce integration links your online store right into your helpdesk. The moment a customer gets in touch, their complete profile and order history from BigCommerce pop up right next to their message. This means your support team sees everything they need to know about the customer in one glance, putting an end to that frustrating tab-shuffling for good.
Key features and benefits of the Gorgias BigCommerce integration
Hooking up Gorgias and BigCommerce does more than just tidy up your workflow; it gives your team some serious superpowers. Here are some of the best parts.
Centralize customer and order data
The single best thing about this integration is context. As soon as an agent opens a ticket, they see a handy widget with the customer's entire BigCommerce profile and order history. No more asking, "Can I get your order number?" It's all right there:
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Customer contact info
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A full list of their orders and current statuses
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Shipping addresses and live tracking links
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The specific items they've purchased
Having this information immediately lets your team get straight to the point and solve the actual problem, which is exactly what your customers want.
A view of the Gorgias BigCommerce integration, showing customer order data directly next to their support ticket.Manage orders directly
This isn't just a read-only deal; your team can actually get things done. Right from the Gorgias dashboard, they can handle key order tasks without ever having to log into BigCommerce:
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Refund an order: Process a full or partial refund with a couple of clicks.
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Duplicate an order: Make a new order for a customer who needs a replacement or exchange.
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Create a new order: Help a customer complete a purchase directly from the chat.
It’s a huge time-saver. What used to be a multi-step process is now a one-click action, making your support team way more efficient.
The Gorgias BigCommerce integration allows agents to manage orders with one-click actions like refunds and duplicates directly within the helpdesk.Automate common responses using BigCommerce data
Gorgias lets you automate replies to common questions using "Macros" (which are basically saved replies) and "Rules" (automated workflows). When connected to BigCommerce, these tools can pull in live order information to make the replies personal.
An example of the Gorgias BigCommerce integration automatically responding to a customer query about their order status.You could, for instance, create a Rule that spots any email with "Where is my order?" in the subject. The rule can then trigger a Macro that automatically replies with the customer's specific tracking link using a variable like {{last_order.tracking_url}}. This can take a massive slice of repetitive tickets off your team's plate, freeing them up for more complex conversations.
Macros are brilliant for standard, templated answers. But they are still just templates. For conversations that need a more human touch, an AI tool like eesel AI can be a great addition. It learns from all your past conversations and knowledge docs to draft responses that feel personal, not just pulled from a script.
Understanding Gorgias BigCommerce pricing
Gorgias does its pricing a little differently. Instead of charging you for each support agent on your team, they charge based on the number of "billable tickets" you handle each month. This can be a good setup if your business has busy and slow seasons, or if you have a lot of part-time help.
A "billable ticket" is any conversation that gets a reply from a human agent, a Rule, or the AI Agent. Spam gets filtered out and doesn't count against you.
Gorgias BigCommerce helpdesk plans
Here's how the main plans shake out, all of which include the BigCommerce integration.
| Plan | Billed Monthly | Included Billable Tickets/mo | Overage Cost |
|---|---|---|---|
| Starter | $10 | 50 | $0.40 / ticket |
| Basic | $60 | 300 | $40 / 100 tickets |
| Pro | $360 | 2,000 | $36 / 100 tickets |
| Advanced | $900 | 5,000 | $36 / 100 tickets |
| Enterprise | Custom | Custom | Custom |
This pricing is based on info from the Gorgias pricing page at the time of writing.
Gorgias BigCommerce AI agent pricing and considerations
Gorgias also has an AI Agent for handling tickets automatically, but it's priced separately. The cost is $1.00 for every conversation it fully resolves on a monthly plan.
And here's a detail in the fine print that’s worth paying attention to: every time the AI Agent handles a ticket, it not only costs you the AI fee but also uses up one of your "billable tickets" from your main plan. Essentially, you get charged twice for each automated resolution. This can make your monthly bill a bit of a moving target, especially when you're busy.
For comparison, other platforms like eesel AI often have simpler pricing, where a set monthly fee includes a large number of AI interactions, so your costs stay predictable as you grow.
Limitations of the Gorgias BigCommerce integration and when you need more
The Gorgias BigCommerce integration is a great tool, especially when you're starting out. But as your business grows and customer questions get trickier, you might find you're outgrowing the basic setup. Here are a few signs you might need something more.
Why knowledge silos are a problem
Gorgias is good at finding answers within Gorgias. But let's be real, your company knowledge is probably scattered everywhere. What about the detailed return policy in that Google Doc? The technical specs in Confluence? The warranty info buried in a PDF? Gorgias can't see any of that, which means questions about those topics still land on your team's plate.
This is where an AI platform like eesel AI comes in handy. It connects to all your different apps and knowledge sources, giving your AI a complete picture of your business so it can answer questions accurately, no matter where the info is stored.
Why the automation is powerful but rigid
Gorgias Rules work well for simple "if this, then that" tasks. But things can get messy fast when you try to build more complex workflows. And here's the scary part: there’s no way to test a new rule before it goes live. One wrong setting could send a weird reply to hundreds of customers.
That’s why a tool like eesel AI includes a powerful simulation mode. It lets you test your AI on thousands of your past tickets in a totally safe environment. You can see exactly how it will perform and get a real forecast of your automation rate and cost savings before you flip the switch for your actual customers. It’s a much safer way to roll out automation.
The closed AI ecosystem
With Gorgias, the AI you get is the AI you get. It’s built-in, which is simple, but also means you can't really customize it. You're pretty much stuck with the pre-built actions and workflows they give you.
If you want more control, eesel AI has a fully customizable workflow builder. You can use its open prompt editor to fine-tune the AI's personality and voice. You can even create custom AI actions that connect to your own internal tools to do things like check inventory or look up a subscription. The AI learns to work the way you do, not the other way around.
Gorgias BigCommerce: A powerful duo with room to grow
So, what’s the final word? The Gorgias BigCommerce integration is a fantastic pairing for any ecommerce store. It’s a huge step up, cleaning up your inbox, speeding up your agents, and automating the easy stuff. For a lot of businesses, it's all you need to get your support operation running smoothly.
But as you scale, you’ll probably find yourself wanting more, more flexibility, more intelligence, and more automation. When you get to that point, layering a dedicated AI platform on top is the natural next move.
Supercharge your Gorgias BigCommerce store with eesel AI
The great thing about eesel AI is that it’s built to work with the tools you already use, not make you switch. It plugs right into Gorgias in just a few minutes, adding a super-smart AI layer to your existing setup.
You get to bring in knowledge from all your different apps, test every automation safely with simulations, and work with a simple pricing model that doesn't have any hidden surprises. If you’re ready to see what smarter, risk-free automation looks like, you can start a free trial of eesel AI or book a quick demo with us.
Frequently asked questions
The primary benefits include centralizing all customer and order data, enabling direct order management (like refunds or reorders), and automating common responses. This streamlines your support workflow and improves agent efficiency.
Yes, absolutely. Your team can perform actions like refunding orders, duplicating orders, or creating new orders directly from the Gorgias dashboard, eliminating the need to log into BigCommerce separately.
Gorgias charges based on "billable tickets" per month, rather than per agent. A billable ticket is any conversation receiving a reply from a human, a Rule, or the AI Agent, with different tiers offering varying numbers of included tickets.
While powerful, the standard integration can lead to knowledge silos, as it only accesses information within Gorgias. Its automation rules can also be rigid and lack a testing environment, which can be problematic for complex workflows.
Yes, the Gorgias BigCommerce integration allows for robust automation using Macros and Rules. These can pull live order data to personalize automated responses, significantly reducing the volume of repetitive support tickets.
The Gorgias AI Agent is priced separately at $1.00 per conversation it fully resolves. Importantly, each resolution by the AI Agent also consumes one "billable ticket" from your main plan, essentially resulting in a double charge for automated resolutions.
As your business scales, knowledge about your products and policies often spreads across various tools like Google Docs or Confluence. The basic Gorgias BigCommerce integration doesn't access these external sources, leading to knowledge silos that an advanced AI platform can address.
