A complete guide to the Gorgias Help Center in 2026

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 considerations you need to be aware of for 2026.

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.

To build on this, tools like eesel AI can work alongside Gorgias. While Gorgias highlights what to write about, eesel AI can help draft articles by learning from your team's successful conversations with customers. This ensures the content is based on answers you already know work well.

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.

SCREENSHOTS::https://website-cms.eesel.ai/wp-content/uploads/2025/09/Gorgias-Brand-Voice-Customization.png::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. If you want a fully bespoke design, you also have the option to use custom HTML to get things exactly right.

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 managing common inquiries. Just note that this feature is typically part of an "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 useful, standard features.

IMAGE::https://website-cms.eesel.ai/wp-content/uploads/2025/08/03-An-example-of-the-Gorgias-conversational-AI-assistant-handling-an-e-commerce-query.png::An example of the Gorgias conversational AI assistant resolving a customer query.

For teams that have more specific needs, like real-time lookups for local stock or subscription details, you can complement Gorgias with specialized tools. An AI Agent from eesel AI can plug into your Gorgias setup and handle these requests by connecting to other apps through API calls. This allows for a deeper level of automation within the Gorgias ecosystem.

Analytics and performance tracking

Gorgias gives you the essential 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 clear idea of which articles are performing well.

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

SCREENSHOTS::https://website-cms.eesel.ai/wp-content/uploads/2025/09/Gorgias-Agent-Analytics-Dashboard.png::A screenshot of the Gorgias Help Center analytics dashboard, showing performance tracking for support agents.

To get even more out of your data, you can use eesel AI to help identify knowledge gaps. It can highlight common questions that may not have a dedicated article yet, helping you continuously improve your Gorgias Help Center.

Considerations for scaling your Gorgias Help Center

While the Gorgias Help Center is a powerful tool, there are ways to make it even more effective as your business grows and your knowledge becomes more distributed.

Integrating multiple knowledge sources

Gorgias is designed to be the primary home for your customer-facing knowledge. This keeps things organized and centralized within your helpdesk.

However, many teams also keep important information in other places, like internal guides in Confluence, product details in Google Docs, or process docs in Notion. To bring all this together without manual copying and pasting, you can use a complementary tool like eesel AI. It plugs into your existing apps and works with Gorgias to provide a unified source of truth, ensuring your support is always based on the most current information available across your company.

Essentially, while Gorgias provides a robust help center, adding a tool like eesel AI allows you to leverage knowledge from everywhere your team works.

Exploring advanced AI and automation

Gorgias offers an "Automation Add-On" that provides structured, reliable automation for common tasks. This is excellent for maintaining consistency in how tickets are handled.

If you find you need additional flexibility for complex workflows, eesel AI is an option that works alongside Gorgias. It offers a workflow builder where you can test different setups using a simulation mode. This lets you see how the AI would have handled past tickets, allowing you to fine-tune your automation before it goes live. It’s a great way to add another layer of sophistication to your existing Gorgias setup.

SCREENSHOTS::https://website-cms.eesel.ai/wp-content/uploads/2025/08/07-A-screenshot-of-a-simulation-mode-for-testing-a-Gorgias-ChatGPT-agent.png::A screenshot of eesel AI simulation mode for testing a Gorgias agent.

Gorgias Help Center pricing and plans

Gorgias uses a ticket-based model that scales with your growth, ensuring you only pay for the value you receive. Here’s a look at their 2026 plans, which are also available 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

The ticket-based model is designed to match your business volume. If you have a busy month due to a successful sale, your support capacity grows with you. Some specialized automation features are available through the tiered "Automation Add-on," allowing you to customize your plan based on your needs.

For those looking for additional pricing options, eesel AI offers a model based on AI interactions. This can be a predictable way to manage costs for specific automated tasks. All their main tools, including the AI Agent, Copilot, and Triage, are included in their plans to complement your Gorgias experience.

Final thoughts: A solid tool with room to grow

The Gorgias Help Center is a top-tier choice for e-commerce brands in 2026. It integrates perfectly with the Gorgias platform and provides all the essential tools you need to manage self-service and content effectively.

As your team scales, you can further enhance Gorgias by adding specialized AI layers. A platform like eesel AI connects directly with Gorgias to help you leverage all your company knowledge and build even more flexible workflows.

By building on top of your Gorgias helpdesk, you can create a truly comprehensive support ecosystem. If you're interested in seeing how eesel AI can complement your Gorgias setup, you can start a free trial or book a quick demo.