A complete guide to the Gorgias knowledge base

When someone's on your e-commerce site, the last thing they want is to wait for an answer. Whether they're tracking an order or just curious about your return policy, they expect information instantly. A good knowledge base is often the difference between a happy customer and a frustrated support ticket.

Gorgias, a popular helpdesk for e-commerce brands, positions its Help Center as the go-to tool for this. It’s designed to let customers help themselves, anytime. But is it enough on its own to create the kind of automated, effortless support that today's shoppers expect?

This guide will walk you through the ins and outs of the Gorgias knowledge base. We’ll cover its features, what it does well, where it falls short, and how you can layer in AI to turn a simple FAQ page into a seriously powerful automation tool.

What is a Gorgias knowledge base?

Think of the Gorgias knowledge base as more than just a static page with a list of questions. It's an interactive Help Center built to handle common questions, answer pre-sales queries, and offer support 24/7, all without needing a live agent to step in.

It pulls double duty, really.

First, it’s a public-facing portal for your customers. This is where they can go to find articles, track their orders, and solve problems on their own time. If they have questions about shipping times, returns, or product specs, this is their first stop.

Second, it can be a private, internal resource for your own team. You can set it up as an internal library filled with company policies, troubleshooting guides, and product details. This gives your agents a single place to find answers, which helps them solve tricky customer issues faster and more consistently, especially if they're new. The whole thing is designed to work hand-in-hand with the main Gorgias helpdesk, creating a smoother support workflow for everyone.

Core features and benefits of the Gorgias knowledge base

Gorgias has built a pretty solid foundation for customer self-service, with features that are tailored for the fast pace of e-commerce.

Reduce support tickets with self-service

Let's be honest, the main reason for a knowledge base is to stop answering the same questions over and over. The Gorgias Help Center is great at providing "zero-touch" resolutions for those common queries like "Where is my order?" (WISMO), return policy questions, and shipping details. By making this info easy to find, you free up your support team to handle the more complex conversations that actually require a human touch. Gorgias even notes that merchants using their self-service tools can deflect up to 50% of tickets that don't need an agent.

Customize your help center to match your brand

Your help center shouldn't feel like a trip to a different website. It's part of your brand, and it needs to look the part. Gorgias gives you a good set of customization options, so you can add your logo and a banner image, pick from thousands of fonts and colors, and even use custom code if you want to get fancy. This creates a consistent brand experience, so when a customer clicks from a product page to your Help Center, the journey feels natural, not like they've been sent to a generic third-party support site.

A screenshot showing the brand voice customization options available in the Gorgias knowledge base.

Make information findable with clear organization and search

A knowledge base is pretty useless if people can't find what they're looking for. Gorgias lets you organize your articles into logical categories and subcategories, like "Shipping," "Returns & Exchanges," or "Product FAQs." This structure makes it simple for visitors to browse. Plus, it has a predictive search bar that suggests articles as someone types, helping them find the right answer that much faster.

Track performance with Google Analytics

You can’t improve what you don’t measure. Gorgias has a native integration with Google Analytics that lets you track important metrics like page views, which articles are most popular, and what search terms customers are using. This data is gold. It helps you see where the gaps are in your content, understand what's on your customers' minds, and decide which new articles you should write next.

A screenshot of the Gorgias agent analytics dashboard, which can be used to track knowledge base performance.

How to set up and manage your Gorgias knowledge base

Getting a Gorgias knowledge base live is fairly simple, but keeping it effective is an ongoing job. It’s not just about writing articles; it’s about making sure you’re creating the right content and keeping it fresh for both your customers and your internal team.

Identify what content to create

The best articles come from real customer questions. Instead of guessing what people want to know, you can just look at the data you already have in Gorgias. By checking your Tags and Intents statistics, you can quickly spot the topics that create the most tickets. If you see that dozens of customers are asking about your warranty policy every week, that’s a pretty clear sign you need a detailed article covering it.

Use templates and AI suggestions to get started quickly

Staring at a blank page can be a little intimidating. To make it easier, Gorgias offers pre-built article templates for common e-commerce topics like shipping, returns, and product FAQs. This gives you a solid structure to start with. Gorgias also has AI-generated article suggestions that look at your ticket history and propose ideas for new content, helping you turn common problems into helpful articles without as much guesswork.

Create an internal knowledge base for your team

Sometimes you have information that’s only for your team, like internal procedures, escalation paths, or in-depth troubleshooting guides. Gorgias lets you create a private, internal-only knowledge base for this. The trick is to make sure it doesn't show up on public search engines. You can do this by adding a simple "noindex" meta tag in the "Extra HTML" section of your Help Center settings. This tells Google to skip over these pages, keeping them a secure resource for your agents.

Key limitations of the Gorgias knowledge base (and how to solve them with AI)

The Gorgias Help Center is a solid tool, but it has a few blind spots that become more obvious as you grow. It's a great library of information, but it’s not an intelligent system that can think on its feet. This is where modern AI tools come in to fill the gaps and provide real automation.

Limitation 1: Your knowledge is siloed

Here's the main hurdle: the Gorgias knowledge base only knows what you’ve written inside of it. But your company's actual knowledge is probably spread out all over the place. You might have product specs in Google Docs, internal policies on Confluence pages, quick fixes shared in Slack threads, and customer data in Notion. The Gorgias Help Center can't see any of that, which often leads to incomplete answers for your customers.

The AI Solution: This is exactly what eesel AI is built for. It acts as a central hub that connects all your scattered knowledge. It instantly plugs into over 100 sources, including Google Docs, Confluence, and even your past Gorgias tickets. This means your AI agent can pull answers from anywhere, giving customers and your own team the most accurate and complete information every time.

This image shows how a tool like eesel can connect various knowledge sources to enhance a Gorgias knowledge base.

Limitation 2: Content creation is reactive and manual

Even with Gorgias's AI suggestions, creating new content means you're always playing catch-up. A support manager has to dig through stats, figure out which articles are needed, and then sit down to write and publish them. By the time a new article is live, your customers might already be asking a whole new set of questions. Your knowledge base is always a step behind.

The AI Solution: An AI agent from eesel AI automates this whole cycle. It doesn't just suggest topics; it learns directly from the content of thousands of your past successful resolutions in Gorgias. It can then automatically generate draft articles based on what has actually worked for customers, helping you close knowledge gaps before they become a big problem.

Limitation 3: The Gorgias knowledge base is a library, not a conversational assistant

At the end of the day, the Gorgias knowledge base just serves up articles. It’s like a digital librarian; it can point you to the right book, but it can't just give you the one-sentence answer you're looking for. It can't understand nuanced questions or actually do things for a customer.

The AI Solution: The eesel AI Chatbot and AI Agent change this completely. Instead of just linking to an article, eesel reads and understands information from all your sources to give a direct, concise answer conversationally. Even better, it can take action. It can look up an order status in Shopify, check on a return, or escalate a ticket to the right person, all from within your Gorgias integration.

A conversational AI responding to a customer query within the Gorgias interface, showcasing a more dynamic approach than a standard Gorgias knowledge base.

Limitation 4: No way to test or forecast impact

When you launch a new or updated knowledge base, you're kind of flying blind. You can track its performance after it's live, but there's no way to know ahead of time how many tickets it will deflect or how much time it will save your team. You just have to build it and hope for the best.

The AI Solution: eesel AI’s powerful simulation mode takes away the guesswork. Before you turn the AI on for your customers, you can run it against thousands of your historical Gorgias tickets in a safe test environment. This gives you a data-backed forecast of your actual automation rate, cost savings, and ROI. You can launch knowing exactly what to expect.

This image shows a simulation mode, a feature that allows testing the effectiveness of an AI-powered Gorgias knowledge base before it goes live.

How much does the Gorgias knowledge base cost?

The Gorgias Help Center is included in all of its pricing plans, but the features you get can differ. The basic ability to create and publish articles is standard, but some of the more advanced, interactive tools (like self-service order management) are part of the Automation Add-On, which costs extra.

Gorgias's pricing is mostly based on the number of "billable tickets" your team handles. Here’s a quick look at their core plans:

Your Gorgias knowledge base is a solid foundation that’s ready for an AI upgrade

The Gorgias knowledge base is a valuable tool for any e-commerce brand that wants to offer basic self-service. It's good at deflecting simple, repetitive questions and creating a branded user experience. It's a fantastic foundation to build on.

But its weaknesses start to show as your support volume grows. Because it's siloed and relies on manual updates, it can't solve complex automation challenges by itself. The best move isn't to get rid of Gorgias, but to enhance it with a smart AI layer that can truly unlock its potential.

Give your Gorgias knowledge base an AI boost with eesel AI

Instead of ripping out the tools you already know, eesel AI connects directly to your Gorgias helpdesk and all your other knowledge sources. It works as the intelligent brain for your entire support operation. There's no painful migration, just a smarter way to work.

• Go live in minutes, not months: You can set up, configure, and launch your AI agent all on your own, without needing to talk to a salesperson.

• Unify all your knowledge: Connect Gorgias, past tickets, Google Docs, Confluence, and more into a single, powerful brain.

• Automate with confidence: Use our risk-free simulation mode to see your exact ticket deflection rate and ROI before you ever go live.

• Get predictable pricing: Our plans are simple and transparent, with no per-resolution fees, so your costs don’t balloon as your business grows.

Ready to see what truly automated, AI-powered support looks like? Start your free eesel AI trial today.