Gorgias for Shopify brands: A complete 2025 overview

If your Shopify store is taking off, you probably know the feeling. The excitement of more sales is quickly followed by the chaos 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 feel like a full-time job, pulling you away from the work that actually grows your business.

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

Gorgias markets itself as the helpdesk for ecommerce, promising to pull all those conversations into one place and even help your support team bring in more revenue. But does it actually deliver on that promise?

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 (and can't) do, how its pricing works, and the drawbacks you should be aware of before you sign up. By the end, you’ll have a much clearer idea of whether it’s the right move for your store.

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. So, no more jumping between five different browser tabs to piece together what a customer is asking for.

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 less of a headache for everyone involved.

Key features of Gorgias

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

Deep, native Shopify integration for one-tab support

This is really 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 more than just a small convenience; it’s a huge 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%.

A look at the deep Shopify integration for Gorgias, showing customer order data directly within a support ticket.

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 big deal for agencies or entrepreneurs juggling multiple brands.

Powerful automation with macros and rules

To deal with the endless wave of repetitive questions, Gorgias gives you two main automation tools: Macros and Rules.

Macros are basically souped-up 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 that has all the right details.

Rules are your classic "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 sends it to the right person.

These tools are great for deflecting common questions. But as your business gets bigger and your support needs get more complicated, relying on a tangled web of manual rules can get messy. Pretty soon, your team could be spending a lot of time just trying to manage and update them all.

An example of setting up 'if-then' rules to automate ticket assignments within Gorgias.

How Gorgias uses AI

Like pretty much every other software platform these days, Gorgias has gone all-in on AI to push automation even further. Here’s a breakdown of what its AI can do and where you might run into some issues.

The Gorgias AI Agent: What it can do

The Gorgias AI Agent is built to handle common support requests from start to finish without a human touching them. It's 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 says its AI can automate up to 60% of common questions, which lets your human agents focus on the trickier, more valuable conversations.

The Gorgias AI Agent automatically answering a 'Where is my order?' query by pulling data directly from Shopify.

The limitations of a walled-garden AI approach

While the Gorgias AI is pretty smart inside its own world, it has one big drawback: it can only learn from information inside its own ecosystem. It pulls knowledge from your Gorgias helpdesk, the apps you connect to it, and your help center.

But what if your company’s most important information is stored somewhere else? Lots of businesses have their real knowledge scattered across internal wikis in Confluence, detailed how-to guides in Google Docs, or technical documents in Notion. The Gorgias AI simply can’t see any of that. This creates knowledge gaps that lead to incomplete answers or, worse, make the AI give up and escalate a ticket it could have easily solved.

Gorgias pricing explained

Alright, let's talk about pricing, because this is where Gorgias can get a little confusing. They don't charge per team member like you might expect. Instead, most of their plans are built around your monthly volume of "billable tickets."

So what’s a billable ticket? It’s any conversation that gets a response, whether it's from a human agent, an automated Rule, or the AI Agent. This means your bill goes up as more customers contact you, which can make your costs hard to predict, especially during busy times like Black Friday.

Here’s a look at their plans:

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

A more flexible AI alternative

If the idea of a walled-garden AI, messy rule management, and unpredictable pricing has you thinking twice, there is another way to go. Instead of ripping out your entire helpdesk, you can add a smarter, more flexible AI layer on top of it.

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, Zendesk, or Intercom, and give them a more powerful automation brain.

Here’s what makes this approach different:

1. Get started in minutes: Forget about mandatory demos and long sales calls. eesel AI is completely self-serve. You can sign up, connect your helpdesk and other knowledge sources with a few clicks, and see your automation potential right away.

2. Unify all your knowledge, instantly: eesel AI connects all your scattered information. It plugs into over 100 sources, including Confluence, Google Docs, Notion, and all your past support tickets. This gives the AI a complete picture of your business, so it can give accurate and helpful answers every time.

A flexible AI tool like eesel can connect to multiple knowledge sources beyond what is available to Gorgias.

3. Test it out safely: Nervous about letting an AI talk to your customers? eesel AI has a simulation mode that lets you test your setup on thousands of your past tickets without any risk. You can get a solid forecast of your resolution rates and cost savings before you ever turn it on for real.

Testing an AI agent in simulation mode allows you to see how it would have replied to past tickets before going live with customers.

4. Clear, predictable pricing: This is a big one. eesel AI's plans have no per-resolution fees. You pay a flat monthly price based on the features you need. This means you won’t get penalized with a huge bill just because you had a successful sales month, making it a much friendlier model for a growing Shopify brand.

Is Gorgias the right choice for your Shopify store?

Gorgias is a seriously powerful, all-in-one helpdesk for Shopify brands, there's no doubt about it. If you want a deep, native integration above all else and prefer to keep your entire support system under one roof, it's a great option. The ability to manage Shopify orders right from the helpdesk is a killer feature that can make your team much more efficient.

But that power comes with a few strings attached. The ticket-based pricing can get expensive and unpredictable as your store grows. And its AI, while good, is limited to the knowledge that lives inside Gorgias, leaving it blind to important info stored in other parts of your company.

For brands that want a more capable, flexible, and budget-friendly AI solution that plays nicely with the tools they already have, a platform like eesel AI offers a clear advantage. It lets you bring all your company knowledge together and use truly smart AI without having to switch your entire helpdesk.

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 just starting out and looking for a more flexible AI solution, eesel AI is built for this.

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