The ultimate guide to managing your Gorgias email support

If you're running an ecommerce brand, your helpdesk is pretty much mission control. And for many, Gorgias is the platform running the show, with email as the main line of communication. It’s where you answer questions, fix problems, and hopefully, build some lasting customer loyalty.

But just having all your emails in one place isn't the whole story. To deliver really great service, you have to manage that channel well. This guide will walk you through the essentials of your Gorgias email support. We’ll cover how to set it up properly, use Gorgias's own tools effectively, and how to further enhance its capabilities with advanced AI options.

What is Gorgias email support?

Gorgias email support is way more than just a fancy inbox. It’s a system designed from the ground up for ecommerce businesses. Its main job is to pull every customer email into a single, shared helpdesk, so your team can stop hopping between different inboxes and browser tabs.

The real advantage, though, is how it talks to your store. Gorgias plugs right into platforms like Shopify, BigCommerce, and Magento. This means that when an email lands in your queue, your agents see the customer's entire order history, shipping info, and previous chats right alongside the message. That context makes all the difference, turning a generic reply into a personal and helpful conversation, something your old Gmail or Outlook inbox could never do.

How to set up the Gorgias email integration

Getting your email connected to Gorgias is the first real step toward a more organized life. Gorgias gives you a couple of ways to do this, and which one you choose usually depends on your plan and how many emails you handle.

Using direct integrations for Gorgias email

If you're on a Gorgias Basic or Pro plan and your team sends under 500 emails a day, the direct integrations for Gmail and Outlook are your best friend. This is the simplest way to get started, usually taking just a few clicks.

You just navigate to Settings → Channels → Email, click "Add New Email," and pick your provider. Once you authorize the connection, new emails will start showing up in Gorgias as tickets. Easy as that.

Setting up Gorgias email automatic forwarding

For businesses on an Advanced or Enterprise plan, or any team sending over 500 emails daily, automatic email forwarding is the way to go. It takes a little more setup but is built to handle a much higher volume of messages without breaking a sweat.

Here’s the gist of it:

1. Add your support email address in your Gorgias settings.

2. Gorgias will generate a unique forwarding address for you (it'll look something like "support-123@email.gorgias.com").

3. Then, you pop over to your email provider’s settings (like in Gmail or Outlook) and create a rule that automatically forwards all incoming mail to that unique Gorgias address.

A few things to keep in mind for a smooth setup

Don't stress about losing your past conversations. Gorgias lets you import up to two years of email history, giving your team all the context they need from the very first day.

Also, once you've connected your custom support email (like "help@yourbrand.com"), make sure to set it as the default sending address. It’s a small detail that keeps your branding consistent and professional.

Managing your Gorgias email inbox with built-in tools

Okay, so your emails are now flowing into Gorgias. What's next? You can start using its built-in automation tools to work a bit smarter. These features are there to take repetitive tasks off your team's plate so they can spend their time on conversations that actually need a human.

Answering your Gorgias email faster with Macros

Macros are basically saved replies you can use to answer common questions with one click. Instead of typing out your return policy for the hundredth time this week, you can just apply a Macro and move on.

What makes Gorgias Macros really useful is their ability to pull in customer data from your store. You can create a template that automatically fills in the customer’s name, their last order number, or a tracking link. It gives you the speed of a template but still feels personal.

Automating workflows with Rules

Rules are like a little robot sorting your mail for you. They’re simple "if this, then that" automations that trigger actions based on an email's content. You can set them up to do things like:

• If an email has the word "refund" in it, automatically tag it as "Urgent."

• If the subject line mentions a specific product, assign it to the agent who knows that product best.

• If an email comes in after hours, send an auto-reply to let the customer know when you'll be back online.

These small automations do a lot to keep your inbox from becoming a total mess and help make sure important tickets are seen quickly.

A look at the Gorgias AI Agent

Gorgias also has its own AI Agent that can help automate some of your replies. You can train it by pointing it to your public Help Center, specific website pages, and other documents. Once it's trained, the AI Agent can handle simple, repetitive questions, which can free up your team for more complicated problems.

Scaling your support with Gorgias AI automation

While the native tools in Gorgias provide a strong foundation, there are several ways to scale your AI automation as your brand grows, particularly regarding pricing options, knowledge sources, and advanced testing.

Understanding Gorgias AI pricing models

Gorgias offers a specialized AI Agent with a usage-based model designed to scale with your business. This approach allows you to pay for performance as your volume grows. For teams looking for even more cost predictability or different billing structures during high-volume periods, the Gorgias ecosystem offers complementary options to supplement your preferences.

Scenario	Helpdesk Ticket Fee	AI Automation Fee	Result
Agent replies to ticket	Included	No	Manual Resolution
AI replies, agent takes over	Included	No	Agent-Assisted
AI replies and fully resolves ticket	Included	Yes	Fully Automated

Maximizing AI knowledge with integrations

The Gorgias AI Agent is highly effective at utilizing your structured knowledge, such as official policies and help articles. This ensures that the information shared is always accurate and on-brand. To add even more depth and capture the unique problem-solving style of your human agents, you can integrate specialized tools that analyze your historical conversations and internal documentation.

By connecting to a wider range of data sources through the Gorgias marketplace, you can ensure your AI has access to every piece of context needed to provide a truly comprehensive support experience.

Advanced testing for AI automation

Gorgias provides solid testing tools to ensure your automations are working as intended. For teams requiring deep analytical simulations across thousands of tickets, the Gorgias ecosystem provides specialized partners that offer these advanced capabilities. This allows you to see how an AI would have performed on historical data, giving you total confidence in your automation rate before you go live.

Enhance your Gorgias email with eesel AI

To build upon the strong foundation Gorgias provides, you can add an AI layer designed to provide additional flexibility. eesel AI is an official Gorgias integration partner, available right in the Gorgias App Store, that works with your existing helpdesk. You don't have to switch platforms or change your workflows; you just make them smarter.

Unify all your knowledge for better answers

This is where eesel AI works as a perfect companion. Instead of only reading your help center, eesel AI for Gorgias connects to all of your knowledge sources. It learns from your past Gorgias tickets, your macros, internal Google Docs, your Confluence pages, and even your live Shopify product catalog.

By analyzing how your team has already solved thousands of problems, it captures your brand’s unique voice and problem-solving style, providing answers that feel like they came from your best agent.

Get full control and predictable pricing

With eesel AI, you can leverage advanced control alongside your Gorgias setup. Before you activate anything, you can run the AI in a powerful simulation mode on your historical tickets. This shows you exactly how it would have handled thousands of real customer questions, giving you a clear idea of its performance in a totally risk-free way.

And when it comes to pricing, eesel AI offers straightforward plans with no per-resolution fees. This allows you to pick a plan that fits your budget, ensuring you have predictable costs even during your busiest months.

Build a smarter workflow for your Gorgias email

Gorgias email is a powerful tool for any ecommerce support team. It brings all your conversations into one place and offers a comprehensive ecosystem to keep things tidy. To really grow your support and provide a top-notch customer experience, leveraging the native tools alongside specialized integrations is key.

By adding a complementary AI platform like eesel AI, you can maximize your workflow with predictable costs and integrated knowledge. You get an AI that learns from your entire business, speaks in your brand's voice, and gives you the confidence to automate support effectively.

This beginner's tutorial provides a fantastic overview of how to use Gorgias to manage customer interactions efficiently.

Ready to see how it works? Learn more about how the eesel AI Agent can help turn your Gorgias helpdesk into a more efficient, customer-pleasing machine.