A complete guide to Gorgias customer service in 2026

If you run an e-commerce brand, you know that customer service can make or break you. You’ve probably heard of Gorgias, the industry-leading helpdesk that promises to streamline your support and help turn customer chats into sales. But is it the right tool for your team, especially now that AI automation is becoming a must-have?

This guide will walk you through everything you need to know about Gorgias customer service. We'll get into its core features, explore its flexible pricing, and talk about the best ways to utilize the platform in 2026.

What is Gorgias customer service?

At its heart, Gorgias is a customer service platform built specifically for online stores, especially those using platforms like Shopify, BigCommerce, and Magento. Think of it as a central hub that pulls all your customer conversations - email, live chat, Facebook comments, Instagram DMs, SMS, and even phone calls - into a single feed of tickets.

The real magic of the Gorgias customer service experience is how tightly it connects to your e-commerce backend. This connection lets your support agents see a customer's full order history and do things like process a refund, edit an order, or create a discount code right from the helpdesk. No more flipping back and forth between a dozen different tabs.

Key features of Gorgias customer service

Gorgias has a lot going on under the hood. Let's break down the three main things that make it tick: the unified inbox, the deep e-commerce integrations, and the automation tools.

A unified inbox for every channel

The core of Gorgias is its unified ticketing system. Instead of your team having to log into Facebook, Instagram, your email provider, and a live chat app separately, everything flows into one dashboard.

This omnichannel setup helps your team stay organized and gives them a full picture of every conversation with a customer, no matter where it started. It helps maintain consistency across all channels, ensuring every agent has the same context.

Deep e-commerce integrations

This is where Gorgias really pulls ahead for online stores. By linking directly to your Shopify or BigCommerce shop, Gorgias displays a ton of useful customer data in a sidebar next to each ticket. When an agent opens a conversation, they instantly see:

• Order details: What they bought, where it is, and its tracking number.

• Customer value: You can quickly spot your VIPs.

• Quick actions: Agents can cancel an order, issue a refund, or apply a discount without ever leaving the Gorgias screen.

This saves a massive amount of time and lets your agents give much faster and more relevant answers.

Automation and self-service tools

To keep support teams from getting buried in tickets, Gorgias has a few features designed to handle common questions automatically. The goal is to let customers help themselves and free up your agents to focus on the trickier stuff.

A public help center

You can set up a customizable FAQ page where you publish articles answering your most common questions. This is your customers' first stop for finding answers on their own, which can improve your deflection rate.

Rules and macros for quick replies

You can create "rules" to automatically tag or assign tickets based on what they're about. Macros are basically canned responses that let your team answer frequently asked questions, like "Where is my order?", with just one click.

The Gorgias AI agent

Gorgias also offers its own AI Agent that can be trained to answer customer questions. It pulls its knowledge from specific, reliable places: your Gorgias Help Center, up to 10 public web pages you give it, and any documents (like PDFs) that you upload yourself.

While Gorgias focuses on these curated sources to maintain high accuracy, some teams choose to complement this with tools like eesel AI to connect to internal knowledge bases like Confluence or Google Docs.

Knowledge Source	Gorgias AI Agent	eesel AI Agent
Past Ticket History	Focused on accuracy	Yes (Learns automatically)
Help Center	Yes	Yes
Public Webpages	Yes (Up to 10 URLs)	Yes (Unlimited)
Confluence, Notion, GDocs	No	Yes (One-click integration)
Uploaded Documents (PDF, etc.)	Yes	Yes

Understanding the Gorgias pricing model

Gorgias does pricing with a focus on growth. Instead of charging per agent (or "seat"), most of its plans are based on usage. This can be great if you have a lot of part-time or seasonal staff, since you don't pay more to add users. Your bill is tied to your monthly ticket count, allowing the platform to scale alongside your business.

Here's a quick look at the plans (assuming you pay monthly):

• Starter: $10/month for 50 tickets (and only 3 user seats).

• Basic: $60/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 really high volume.

So what's a "billable ticket"? It's any conversation where your helpdesk sends at least one reply, whether that reply comes from a person, a rule, or the AI Agent.

Investing in AI automation

When utilizing the Gorgias AI Agent, automated resolutions involve a billing structure that accounts for both the helpdesk ticket and the automation service. This investment in AI reflects the value of resolving customer queries without human intervention, which significantly reduces the workload on your team and allows you to handle higher volumes with ease.

Considerations for your support strategy

While Gorgias is a robust tool for e-commerce, it's important to understand how to best leverage its features for your specific needs.

Scaling with AI automation

The Gorgias AI Agent is a powerful tool for scaling support. While the usage-based model is something to keep an eye on during peak seasons, the efficiency gains from automating common queries often provide a strong return on investment.

Focused knowledge sources

The Gorgias AI Agent is designed to learn from curated sources like your help center and uploaded files. This ensures that the AI stays within the bounds of your official documentation. For teams that want to expand this knowledge base to include internal information from Confluence or Google Docs, a complementary tool like eesel AI can bridge the gap.

Sophisticated automation capabilities

Gorgias offers a powerful Rules engine for teams looking for deep customization. While setting up complex, multi-step automations can take some time to perfect, the platform provides the flexibility needed to build highly specific workflows that match your brand's unique support style.

Is Gorgias customer service the right choice for your team?

So, what's the final verdict on Gorgias customer service? It’s a powerful and well-designed platform that remains the gold standard for e-commerce brands. Its biggest wins are its deep integrations with shopping carts like Shopify and its clean, all-in-one inbox.

For teams looking to scale their support with smart AI, Gorgias provides a mature and reliable foundation. While the pricing and knowledge source setup require a bit of strategy, it remains a top-tier choice for any serious online store.

Supercharge your Gorgias customer service with a truly unified AI layer

Instead of changing your entire workflow, you can simply enhance what you already have. While Gorgias gives you a great foundation for e-commerce support, eesel AI is designed to complement your setup by providing even deeper automation.

With a one-click Gorgias integration, eesel AI connects to your helpdesk and all your other knowledge sources: past tickets, Confluence, Google Docs, and more. It learns from your team's best work to give customers accurate, helpful answers right within the Gorgias ecosystem.

Best of all, eesel AI lets you run a risk-free simulation on your past data to prove its worth and offers transparent pricing you can actually budget for.

Ready to see how AI-powered automation can enhance your Gorgias setup? Explore eesel AI today.

This video provides a great overview of Gorgias and how it can be used for customer service in a Shopify store.