A complete guide to the Gorgias Help Center in 2025

If you run an e-commerce brand, chances are you've come across Gorgias. It’s a huge name in the helpdesk world, especially for stores on Shopify. You probably also know that a good help center is your secret weapon for managing support. It’s the place customers go to find answers on their own, saving them from waiting around and saving your team from answering the same questions all day.

So, let's get into the native Gorgias Help Center. We'll look at its features, where it shines, what it costs, and the key limitations you need to be aware of before committing.

What is the Gorgias Help Center?

At its core, the Gorgias Help Center is the built-in knowledge base that comes with the platform. Think of it like a supercharged FAQ page for your brand. Its whole point is to let customers find answers to their own questions, anytime they want.

The main goal is to cut down on those repetitive tickets. You know the ones: the endless "Where is my order?" messages, questions about return policies, and all the other simple things that can fill up an inbox. When customers can help themselves, your agents are free to tackle the trickier problems that really need a person to sort out.

It's built to look like it belongs on your site, matching your branding. You can use it for your customers or even as an internal resource for your own team.

Key features and capabilities of the Gorgias Help Center

The Gorgias Help Center is a popular choice for good reason. It comes with a solid set of features made for online merchants.

Content creation and management

Creating content in Gorgias is fairly simple. You can write articles and sort them into categories and subcategories so customers can find their way around. To help you get going faster, Gorgias has some ready-to-use templates for typical e-commerce questions about shipping, returns, and products.

A neat feature is its "AI-Generated Articles." The tool looks at your support tickets and points out questions that keep coming up, suggesting you write an article about them. It's a handy way to see what you might be missing.

But here's the catch: Gorgias can tell you what to write about, but you still have to do the heavy lifting of turning that idea into a great article. This is where something like eesel AI does things a bit differently. It can automatically draft high-quality articles for you by learning from your team's successful conversations with customers. So, the content isn't just based on a question, it's based on an answer you already know works.

Customization and branding

You don't want your help center looking like some generic, third-party site. Gorgias gives you what you need to make it match your brand. You can play around with fonts, set your brand colors, and upload your logo and a banner.

A screenshot of the Gorgias Help Center customization settings, showing options to change brand voice and colors.

To make it feel even more integrated, you can use a custom domain (like "help.yourbrand.com") or even embed the whole thing right onto a page on your main website. Just be aware, if you want to get really fancy with the design, you might need to get your hands dirty with some custom HTML, or bring in a developer to help out.

Self-service and automation

The best part of a help center is when customers can solve their own problems. Gorgias has a self-service portal where shoppers can track, return, or cancel their orders without having to contact your team. It's a huge help for cutting down on all those "where is my order?" tickets. Just note that this feature is typically part of a paid "Automation Add-On."

You can also add contact forms and the Gorgias chat widget to your help center, giving customers an easy way to get in touch if they’re stuck. These are all good, necessary features.

An example of the Gorgias conversational AI assistant resolving a customer's order inquiry automatically within the Gorgias Help Center.

But what happens when a customer has a more specific question, like checking if a product is in stock at a local store or asking about their subscription? The standard Gorgias tools can't really do that. For those kinds of real-time lookups, you need something that can perform custom actions. An AI Agent from eesel AI can plug into your Gorgias setup and handle these requests by connecting to your other tools (like Shopify or Recharge) through API calls. It's a much deeper level of automation.

Analytics and performance tracking

Gorgias gives you the basic stats you need to see how your help center is doing. You can track article views, see what people are searching for, and check the feedback ratings (the little thumbs-up or thumbs-down on articles). This gives you a decent idea of which articles are working and which ones need a rewrite.

For more detail, you can link it up with Google Analytics in just one click to see traffic sources and user behavior.

A screenshot of the Gorgias Help Center analytics dashboard, showing performance tracking for support agents.

But here's something to think about: while tracking views tells you what people are reading, it doesn't always tell you what they were looking for and couldn't find. The reports from eesel AI are designed to show you exactly that. It pinpoints the most common questions the AI couldn't answer, creating a clear to-do list of the exact knowledge gaps you need to patch up.

Limitations of the Gorgias Help Center

While the Gorgias Help Center is a solid starting point, it does have a few key limitations, especially if your business is growing fast or your team's knowledge is spread out across different apps.

Knowledge is siloed

This is probably the biggest hurdle you'll face. The Gorgias Help Center can only find answers in one place: the articles you write and save directly within Gorgias.

But let's be realistic, where does your team actually store its important info? It's probably scattered everywhere. You might have internal guides in Confluence, product details in Google Docs, quick updates shared in Slack, and process docs in Notion. The Gorgias Help Center can't see any of that.

This leaves you stuck in a cycle of manually copying and pasting information into your help center, just hoping it doesn't go out of date tomorrow. This is where a connected AI platform makes a huge difference. Instead of making you move everything into one system, a tool like eesel AI plugs into all your existing apps. It can learn from your wikis, docs, and past support tickets all at once, creating a single source of truth without you having to move a single file.

Essentially, it boils down to this: with Gorgias alone, answers are limited to what's in the help center. With a tool like eesel AI, answers can come from all your company knowledge, wherever it lives.

Basic AI and rigid automation

Many of the more advanced automation features in Gorgias require a paid "Automation Add-On." Even with that, the automation works on a pretty strict "if this, then that" basis. That's fine for straightforward tasks, but it can feel a bit clunky if you need to build more complex workflows for sorting tickets or handling escalations.

With eesel AI, you get a much more flexible workflow builder. You can choose exactly which tickets the AI handles, what it can do (like adding tags or routing to a team), and even what its personality sounds like, all from one dashboard.

The best part? You don't have to just switch it on and cross your fingers. eesel AI has a simulation mode that lets you test your setup on thousands of your past tickets. This shows you exactly how the AI would have performed, so you can see the results before it ever interacts with a real customer. It's a great way to fine-tune your automation without any risk.

A screenshot of eesel AI's simulation mode, which can be used to test automation for the Gorgias Help Center.

Gorgias Help Center pricing and plans

Pricing is always a big piece of the puzzle, and Gorgias uses a ticket-based model. This means your monthly cost is directly tied to how many support tickets you get. Here’s a look at their plans, which are also on their Shopify App Store listing:

Plan	Monthly Price	Included Tickets/Month	Key Features
Starter	$10	50	3 agents, Live Chat
Basic	$60	300	Unlimited agents, Automation Add-on available
Pro	$360	2000	Unlimited agents, Automation Add-on available
Advanced	$900	5000	Unlimited agents, Automation Add-on available

There are a couple of things to keep in mind here. First, the ticket-based model can make your costs unpredictable. If you have a busy month because of a sale or a product launch, your support bill goes up. You're paying more because you're growing.

Second, remember that the "Automation Add-on" with some of the key self-service features isn't always included in the base price, which can add to your total cost.

The pricing model for eesel AI is different. It's based on a set number of AI interactions, not how many tickets you resolve. This makes your monthly bill predictable, so you can automate as much as you need without worrying about costs spiraling. All the main tools (AI Agent, Copilot, and Triage) are included in every plan, so there are fewer hidden fees to worry about.

Final thoughts: A solid tool with room to grow

So, what's the verdict? The Gorgias Help Center is a really solid choice for e-commerce brands, especially if you need to get a self-service portal running fast. It works well within the Gorgias platform and covers the basics of content and self-service just fine.

But its limitations, like keeping knowledge stuck in one place and relying on rigid automation, can hold you back as you grow. If you want to use all the knowledge your team has and build more flexible automation, a standard help center on its own might not cut it.

The good news is, you don't have to switch your helpdesk. The idea is to add a smart AI layer on top of the tools you're already using. A platform like eesel AI connects directly with Gorgias and your other apps to give your support a major boost.

It’s designed to be simple to set up, allowing you to connect all your knowledge sources, not just your help center articles. You get full control over your workflows and can even test them risk-free before turning them on for customers.

Instead of feeling boxed in by your helpdesk, you can build on top of it. If you're curious, you can see how eesel AI works with Gorgias by starting a free trial or booking a quick demo.