Gorgias for Shopify brands: A complete 2026 overview

If your Shopify store is taking off, you probably know the feeling. The excitement of more sales is quickly followed by the workload of more customer questions. You're trying to keep up with emails, Instagram DMs, live chat pings, and Facebook comments. Simple questions like "Where's my order?" can start to require dedicated attention, and it is at this point that store owners often look to tools like Gorgias to manage the growth.

It’s a classic sign of success, and it’s usually the point where store owners start looking at professional tools like Gorgias.

Gorgias is widely known as the helpdesk for ecommerce, pulling all those conversations into one place and helping your support team drive more value. It is a mature, reliable platform that powers customer service for thousands of companies.

In this guide, we’ll take a real look at using Gorgias for Shopify brands. We'll get into its main features, what its AI can do, how its pricing works, and key considerations for your setup. By the end, you’ll have a much clearer idea of how it can support your store's growth.

What is Gorgias?

At its core, Gorgias is a customer support platform built specifically for ecommerce businesses. The main idea is to pull all your customer conversations, from email, chat, social media, and SMS, into a single dashboard. This saves your team from jumping between different browser tabs to piece together what a customer needs.

For Shopify store owners, the main draw is its deep integration with the platform. It puts all your customer and order data right beside every support ticket. This means your agents can see a customer's entire order history and even process refunds or returns without ever leaving Gorgias. It’s all about making support faster and more efficient for everyone involved.

Key features of Gorgias

The close connection between Gorgias and Shopify is why so many leading brands choose it. Let's dig into the features that make a real difference in the day-to-day work of customer support.

Deep, native Shopify integration for one-tab support

This is the main event. Instead of your agents constantly switching between Gorgias and the Shopify admin panel, Gorgias puts everything they need in one spot. Right from a customer ticket, your team can:

• See a customer's full order history.

• Process a full or partial refund.

• Cancel or duplicate an order.

• Change a customer's shipping address.

• Create new orders and add discount codes.

This is a significant time-saver. By keeping your team in a single window, they spend less time clicking around and more time actually helping customers. It's how brands like Princess Polly were able to boost their team's efficiency by 40%.

Centralized omnichannel support for a unified view

Gorgias gathers all your customer chats into a single feed. It doesn't matter if they come from email, live chat, SMS, or social media channels like Facebook, Instagram, or even TikTok. This gives you a complete timeline of every conversation a customer has had with your brand, no matter how they reached out.

And if you're running more than one business, Gorgias has a multi-store connection. This feature lets you handle support for several Shopify stores from one Gorgias account, which is a major benefit for agencies or entrepreneurs juggling multiple brands.

Powerful automation with macros and rules

To handle repetitive questions efficiently, Gorgias gives you two primary automation tools: Macros and Rules.

Macros are advanced canned responses. They’re templates that can automatically pull in Shopify data, like a customer's name ("{{Customer First Name}}") or their latest tracking number ("{{Tracking url of last order}}"). With a single click, an agent can send a personalized response with all the right details.

Rules are structured "if this, then that" workflows. For instance, if a customer's email contains the phrase "return policy," you can set up a rule that automatically tags the ticket as "Return" and routes it to the correct person.

These tools are excellent for handling common questions. As your business grows, managing a comprehensive set of rules rewards careful optimization to ensure your team stays focused on complex customer interactions.

How Gorgias uses AI

Like other industry leaders, Gorgias has invested heavily in AI to push automation even further. Here’s a breakdown of what its AI can do and how you can maximize its potential.

The Gorgias AI Agent: What it can do

The Gorgias AI Agent is built to handle common support requests from start to finish. It is able to:

• Instantly answer "Where is my order?" questions by grabbing tracking info straight from Shopify.

• Handle returns, refunds, and order changes based on the policies you've set up.

• Suggest products to customers during a support chat to help drive more sales.

Gorgias indicates its AI can automate up to 60% of common questions, which allows your human agents to focus on the more complex, high-value conversations.

Maximizing your knowledge base within the Gorgias ecosystem

The Gorgias AI is designed to be highly specialized, learning from information within your Gorgias helpdesk, connected apps, and help center. This focus ensures it is perfectly tuned to the data within the platform.

For businesses that have extensive information stored across internal wikis in Confluence, detailed guides in Google Docs, or technical documents in Notion, there is an opportunity to complement Gorgias with additional tools. By integrating a complementary AI layer, you can ensure your AI has access to every piece of documentation, whether it's inside or outside the helpdesk ecosystem.

Gorgias pricing explained

Gorgias offers a structured tiered pricing model designed to match different team sizes. Most plans are built around your monthly volume of "billable tickets."

A billable ticket is any conversation that receives a response, whether it's from a human agent, an automated Rule, or the AI Agent. This model ensures your costs scale directly with your customer engagement, providing a clear link between your support volume and your investment.

Here’s a look at the tiered plans available:

Plan	Monthly Price (Billed Monthly)	Included Tickets	Overage Cost	AI Agent Cost
Starter	$10/mo	50	$0.40 / ticket	$1.00 / resolution
Basic	$60/mo	300	$40 / 100 tickets	$1.00 / resolution
Pro	$360/mo	2,000	$36 / 100 tickets	$1.00 / resolution
Advanced	$900/mo	5,000	$36 / 100 tickets	$1.00 / resolution
Enterprise	Custom	Custom	Custom	$1.00 / resolution

Note: Pricing is from the official Gorgias pricing page. You can get a discount by paying annually.

A complementary AI option for your ecosystem

To further enhance your Gorgias setup, you can add a complementary AI layer on top of it. This allows you to bring in specialized features while keeping the power of Gorgias as your central hub.

This is where a tool like eesel AI comes into the picture. It's an AI platform designed to connect directly to the tools you already use, including Gorgias and Zendesk, providing an additional layer of automation.

Here’s how this approach works within your ecosystem:

1. Get started in minutes: eesel AI is designed to be user-friendly and self-serve. You can sign up, connect your helpdesk and other knowledge sources, and see the automation potential immediately.

2. Unify all your knowledge: eesel AI works alongside your helpdesk to connect all your information. It plugs into over 100 sources, including Confluence, Google Docs, and Notion. This gives the AI a broad view of your business, ensuring it can provide accurate answers based on all your documentation.

3. Test with confidence: eesel AI includes a simulation mode that allows you to test your setup on past tickets. This helps you forecast resolution rates and see how the AI handles queries before it goes live.

4. Predictable pricing: eesel AI's plans offer a flat monthly price based on the features you need, with no per-resolution fees. This provides a clear, predictable cost model that works perfectly alongside your Gorgias plan.

Is Gorgias the right choice for your Shopify store?

Gorgias is a powerful, industry-leading helpdesk for Shopify brands. If you want a deep, native integration and prefer to keep your support system centralized, it is an excellent choice. The ability to manage Shopify orders directly from the helpdesk is a standout feature that significantly boosts team efficiency.

The platform is mature and scalable, offering the reliability that growing brands need. While its pricing and AI are focused on the Gorgias ecosystem, these are strengths for many teams that want a specialized tool.

For brands that want to expand their AI's knowledge base even further, adding a platform like eesel AI provides a great way to enhance your Gorgias setup. It allows you to bring all your company knowledge together while continuing to use Gorgias as your primary support tool.

Take your Shopify support to the next level

If you're already on Gorgias and want to upgrade it with an AI that learns from all your company knowledge, or if you're looking for a complementary AI solution, eesel AI is built to help.

See how eesel AI enhances Gorgias or try it for free and see your automation potential in minutes.