A 2025 guide to the Gorgias ecommerce helpdesk: Features & pricing

If you’re running an ecommerce brand, you know the drill. Customer questions pour in from every direction: email, live chat, Instagram DMs, Facebook comments. Trying to keep up with all those channels is a surefire way to miss messages, reply slowly, and end up with some unhappy customers. It’s a classic growing pain, and it’s exactly what specialized helpdesks are made for.

One of the biggest names in this space is the Gorgias ecommerce helpdesk. It was built from the ground up to handle the unique chaos of online retail. In this post, we're going to walk through what Gorgias is, what it does best, where it has some weak spots, and how much it costs. By the end, you should have a really clear idea of whether it’s the right move for your business.

What is the Gorgias ecommerce helpdesk?

Think of Gorgias as a central command center for all your customer conversations. It’s a customer service platform designed specifically for ecommerce stores, especially those on Shopify, BigCommerce, and Magento. Instead of your support team bouncing between an email inbox, social media apps, and your store’s admin panel, Gorgias pulls everything into one streamlined dashboard.

Its main job is to grab customer messages from every channel (email, chat, SMS, social media) and turn them into organized tickets. The real magic for ecommerce brands is its deep connection to your store. When an agent opens a ticket, they see the customer’s entire order history and shipping details right there next to the message. This context means they can give fast, personal, and genuinely helpful support without having to juggle a dozen different tabs.

A screenshot of the Gorgias dashboard, a central feature of the Gorgias ecommerce helpdesk.

While Gorgias has its own tools to automate simple, repetitive questions, it's still a helpdesk at its core. It's built to make human agents more efficient. That's actually why platforms like eesel AI integrate directly with it, to add another layer of smart automation on top.

Key features of the Gorgias ecommerce helpdesk

Everything about Gorgias is built around the day-to-day reality of running an online store. It's less of a generic, one-size-fits-all tool and more of a specific solution for the problems ecommerce support teams face every single day.

A central inbox for all channels

At its heart, Gorgias is a shared inbox on steroids. It pulls in conversations from all the places your customers might try to reach you: email, live chat, Facebook and Instagram (both comments and DMs), SMS, and even phone calls.

This is a huge win for efficiency. When your team can see and reply to an Instagram comment, an email, and a live chat from the same screen, nothing slips through the cracks. It also creates a much better experience for your customers, since they get consistent answers no matter how they get in touch. Of course, it includes all the standard helpdesk features you'd expect, like routing tickets to the right team, flagging urgent requests, and tagging conversations to keep things tidy.

Deep integration with Shopify and other platforms

This is where Gorgias really stands out. Its connection with major ecommerce platforms is incredibly tight. If you’re on Shopify, for example, an agent can do a lot more than just look at order information. They can take action, right from the helpdesk. They can:

• Issue a full or partial refund

• Cancel an order

• Edit order details

• Check on product inventory

This saves a massive amount of time. Your support team doesn't need to keep a separate tab open for the Shopify admin to handle most of their daily work. They can solve a customer's problem in one spot, which means quicker resolutions and happier shoppers.

A screenshot showing the Shopify action integration within the Gorgias ecommerce helpdesk, allowing agents to manage orders directly.

Using macros and rules for automation

To handle the constant stream of "Where is my order?" questions, Gorgias gives you two main tools: Macros and Rules.

Macros are basically canned responses. But instead of being just plain text, they can automatically pull in customer details like their name, last order number, or a shipping tracking link. This lets your agents send personalized, detailed replies with just a couple of clicks.

Rules are the engine that makes the automation happen. They work on a simple "if this, then that" logic. You can set up rules to automatically tag tickets, assign them to a specific person, or even send an automated reply using one of your Macros. For example, you could create a Rule that spots any ticket with the phrase "track my order" and automatically replies with a Macro that includes the customer's live tracking info from Shopify.

This image displays the 'if-then' command feature in the Gorgias ecommerce helpdesk for auto-assigning tickets.

Understanding the Gorgias ecommerce helpdesk automation and AI

Like pretty much every modern helpdesk, Gorgias has been adding AI features to help teams work smarter. But it's good to know exactly what its AI is meant to do, and where you might run into its limits.

The Gorgias AI agent

Gorgias offers an "AI Agent" that tries to completely resolve common questions without a human ever getting involved. It's trained to handle the basics: order status inquiries, return requests, and other simple FAQs. The idea is to deflect these easy tickets so your human agents can spend their time on conversations that actually need a person, like detailed pre-sales questions or tricky complaints.

An example of the Gorgias ecommerce helpdesk's conversational AI assistant handling a customer query about an order.

Beyond that, Gorgias has a few other AI-powered tools to help out human agents:

• AI Tagging: Automatically categorizes tickets based on what the customer is asking about.

• AI Summaries: Gives you a quick summary of a long or complicated conversation thread.

• AI Translations: Translates customer messages and agent replies in real-time.

While these are handy for making agents quicker, some users have pointed out that the AI is mainly focused on making things more efficient inside the helpdesk. It doesn't really offer the kind of no-code, custom bot-building or deep workflow design that you might find in other AI platforms.

How the Gorgias AI compares to other solutions

The AI in Gorgias primarily learns from your help center articles and the data from your ecommerce platform. This works great for answering standard, predictable questions. But what if the answer isn't in an FAQ? What if it's buried in a Google Doc, a Confluence page, or hidden within the resolutions of thousands of past support tickets?

This is where a more adaptable AI platform can really change the game. For teams that need an AI trained on their entire universe of knowledge, a dedicated solution is often the way to go. Instead of forcing you to switch helpdesks, tools like eesel AI plug directly into Gorgias and instantly connect to all your scattered knowledge sources. This lets you build a much smarter, more customized AI agent that learns not just from your help center, but from your team's past conversations and internal documents.

The importance of testing your Gorgias AI before you go live

One of the scariest parts of turning on any AI is trusting it to talk to your customers. You have to be sure it’s accurate, helpful, and sounds like your brand before you let it loose. Gorgias gives you some control here, letting you use its Rules engine to decide when and how the AI gets involved.

But the big question is, how do you know how well it will actually work before you flip the switch? This is where a good simulation mode is invaluable. Platforms like eesel AI solve this problem by letting you test your AI agent on thousands of your past tickets in a totally safe environment. You can see exactly how the AI would have responded to real customer questions, giving you a precise, data-backed preview of your automation rate. This risk-free approach lets you fine-tune everything and go live with confidence.

A view of the simulation mode for testing an AI agent in the Gorgias ecommerce helpdesk, ensuring accuracy before going live.

Gorgias ecommerce helpdesk pricing explained

Figuring out the pricing is a big deal for any growing ecommerce brand, because support costs can balloon pretty fast. Gorgias uses a ticket-based model, which has its ups and downs.

A breakdown of Gorgias plans

Gorgias offers several plans, and each one comes with a certain number of "billable tickets" per month. If you go over your limit, you pay extra for each ticket.

Source: Pricing info is based on data from Gorgias's pricing page and their Shopify App Store listing.

What to watch out for

The main thing to keep an eye on is the definition of a "billable ticket" and those overage fees. A billable ticket is any conversation that gets a response from a human agent, a Rule, or the AI Agent. During busy times like Black Friday, your ticket volume can explode, leading to a much higher bill than you planned for. This unpredictability is a common headache mentioned in user reviews.

Also, some features aren't in every plan. Add-ons for Voice, SMS, and some AI features can cost extra. The AI Agent, for example, often has its own pricing, adding another moving part to your monthly bill.

For businesses that really need a predictable budget, this model can be tough. Some platforms take a different route. For instance, eesel AI uses straightforward, feature-based tiers. You pay a flat, predictable rate with a generous number of AI interactions included, so your bill doesn’t shoot up just because you had a great sales month.

Is the Gorgias ecommerce helpdesk right for you?

At the end of the day, the Gorgias ecommerce helpdesk is a seriously capable platform built for online stores. Its deep integration with Shopify is tough to beat, and for many brands, it’s the perfect tool to bring some sanity to their customer service.

But it’s not perfect. The ticket-based pricing can get expensive and unpredictable as you grow. And while its built-in AI is good for basic stuff, it’s mostly stuck within the helpdesk's world and doesn't offer the deep customization, broad knowledge integration, or risk-free testing that you get with newer, dedicated AI platforms.

Gorgias is a fantastic choice if you want a top-tier, all-in-one helpdesk designed for ecommerce. But if you’re looking to add a more powerful, flexible, and cost-predictable AI layer to your setup, it makes sense to look at a dedicated AI platform as the next step.

If you want to see how you can automate more of your support with a fully customizable AI that learns from all your knowledge, try eesel AI on your Gorgias helpdesk today. You can go live in minutes and see your potential automation rate with our risk-free simulation.