A practical guide to Gorgias marketplace apps

So, you're using Gorgias for your ecommerce brand. Smart move. It’s a top-tier helpdesk for a reason, especially if you're on Shopify, BigCommerce, or Magento. But the real power of Gorgias isn't just the helpdesk itself, it's the ecosystem it plugs into: the Gorgias App Marketplace. With over 100 tools ready to go, you can connect everything from shipping trackers to AI agents directly into your support workflow.

This guide is here to walk you through the marketplace, focusing on the app categories that actually make a difference. We’ll get into the weeds of AI automation, showing you what to look for and, maybe more importantly, what to avoid. The goal is to give you a simple framework for picking the right tools to make your support team's life easier.

What are Gorgias marketplace apps?

Think of the Gorgias Marketplace as a way to give your helpdesk a bunch of new skills. Instead of your support agents having a dozen tabs open to track an order, check loyalty points, or process a return, these apps pull all that information right into the Gorgias sidebar where they're already working.

With over 130 apps available, the main benefit is creating a single source of truth for every customer. When you connect your whole tech stack (shipping, returns, loyalty, and automation tools), you give your agents the context they need to give faster, more helpful answers. It’s about turning your helpdesk into a command center for your entire customer experience.

The most impactful Gorgias marketplace apps for support teams

You can find an app for just about anything, but most ecommerce support teams get the biggest wins from a few key categories. These are the tools that solve the most common, and time-consuming, customer questions.

Essential apps for returns, shipping, and loyalty

These are the core integrations that solve the everyday headaches of ecommerce support. They pull the data your agents need right into their view, so they don't have to go digging for it.

• Returns & Exchanges: Apps like Loop Returns are a huge help. They let your agents manage the entire returns process without ever leaving the Gorgias ticket. What used to be a multi-step process becomes a few simple clicks.

• Shipping & Fulfillment: We’ve all seen our fair share of "Where is my order?" tickets. Integrating with tools like AfterShip or ShipBob brings real-time tracking info into the ticket, so agents can give accurate updates instantly.

• Reviews & Loyalty: Connecting with apps like Yotpo or LoyaltyLion gives agents some powerful context. They can see a customer's review history or loyalty status, making it easy to thank a VIP for their business or quickly jump on negative feedback before it snowballs.

The new frontier: AI and automation

AI is easily the fastest-growing and most talked-about category on the marketplace. It makes sense, nearly 28% of all Gorgias apps now have AI features. These tools promise to do more than just show you information; they promise to do the work for you.

From simple chatbots that handle questions after hours to AI agents that can sort tickets, draft replies, and even process refunds, these apps are changing what "customer support" even means. They’re designed to take care of the repetitive tasks, freeing up your team to focus on the trickier conversations that actually build customer loyalty.

Why AI is everywhere in Gorgias marketplace apps (and what to watch out for)

The appeal of AI is pretty straightforward: lower support costs, faster responses, and a more efficient team. But here’s the thing, not all AI tools are the same. While the potential is huge, a lot of them come with hidden frustrations that can cause more problems than they solve.

The promise of AI in Gorgias marketplace apps: What can they actually do?

Most AI apps in the Gorgias ecosystem are built to handle a few common tasks that take up most of a support team's day.

• Answering common questions: This is the big one. They can instantly answer things like "Where is my order?" (WISMO), questions about your shipping policy, or updates on a refund.

• Sorting tickets: AI can look at incoming tickets, add the right tags (like "urgent" or "return"), and send them to the correct agent or department automatically.

• Helping out agents: Some tools work like a co-pilot for your human agents, suggesting replies or finding relevant help center articles to speed up their work.

• Providing 24/7 support: Chatbots can give customers answers around the clock, even when your team is asleep.

When they work as advertised, these features can really lighten the load and let your team focus on what they do best.

The common letdowns of AI apps

Unfortunately, the reality of setting up an AI tool often doesn't quite match the hype. Many teams hit the same frustrating walls with the first generation of AI apps.

Why the setup for many AI apps is a pain

A lot of AI tools aren't really self-serve. They lock you into long onboarding calls, mandatory sales demos, and often need a developer to get things working. You can't just sign up and start playing around.

Why AI automation can be a black box

Many tools don't give you much control over what the AI does or how it responds. This makes it scary to roll out automation because you can't be sure it won't say the wrong thing to an important customer. You can't just dip your toe in the water; you have to jump in blind.

Why AI only knows what's in the help center

Most AI tools are stuck in a silo. They can only learn from a pre-written FAQ page or a few macros. They can't connect to your other knowledge bases like Google Docs or Confluence. Crucially, they can't learn from the thousands of past support tickets your team has already answered. This leads to generic answers that don't really help anyone.

Why the pricing for some AI apps is unpredictable

This is a big one. Many AI tools, including Gorgias's own native AI, use a pay-per-resolution model. This means your bill can swing wildly from month to month, and you end up paying more as your support volume grows or as your automation gets better. It feels like you're being penalized for success.

eesel AI: A better alternative among Gorgias marketplace apps

What if you could get all the benefits of AI without the headaches? This is where eesel AI comes in. It's an AI platform built to plug right into your existing helpdesk, like Gorgias, and give you a smarter, more controllable way to automate support.

Go live in minutes, not months

Forget waiting weeks for an onboarding call. eesel AI is built to be completely self-serve.

You can connect your Gorgias account with a single click, no developers required. But the best part is the Simulation Mode. Before your AI ever talks to a live customer, you can test it on thousands of your past tickets. This shows you exactly how it will perform, what it will say, and lets you tweak its behavior in a safe environment. You can go live with confidence because there are no surprises.

A look at eesel AI's Simulation Mode, allowing you to test performance on past tickets before going live.

Get full automation control

Unlike those black-box solutions, eesel AI puts you in charge.

You get fine-grained control to decide exactly which tickets the AI handles. Want it to only automate WISMO questions for now? Simple. Want to set up a complex rule based on customer tags? You can do that, too. Everything else gets passed to a human agent, so you can start small and expand automation as you get more comfortable. You can also use the prompt editor to match your brand's tone of voice and even create custom actions, allowing the AI to look up order data in Shopify or tag tickets, all stuff you can set up yourself.

eesel AI gives you full control to set custom rules and define the AI's behavior, unlike other Gorgias marketplace apps.

Unify all company knowledge

An AI is only as smart as the information it can learn from. eesel AI breaks down those knowledge silos.

First off, it trains on your past support tickets from day one. That means it learns your brand's unique voice and how your best agents solve real customer problems, so it's not just spitting out generic scripts. Second, it connects to all your other sources of truth. You can easily integrate knowledge from places like Confluence, Google Docs, and Notion, creating a single, comprehensive brain for your AI.

An infographic showing how eesel AI unifies knowledge from various sources like Google Docs, Confluence, and past tickets.

The cost of Gorgias marketplace apps: Gorgias's native AI vs. a transparent alternative

Pricing can be one of the most confusing parts of picking an AI tool. To help you make a clear-eyed decision, let's break down how Gorgias's native AI pricing works and compare it to a more predictable model.

A pricing breakdown for Gorgias's native AI

Gorgias's pricing, which you can find on their official pricing page, is based on a mix of helpdesk tickets and separate AI interactions. It can get a little complicated.

You pay for your base helpdesk plan, which gives you a certain number of tickets handled by humans. On top of that, you pay for conversations resolved by AI. A single automated conversation can often count toward both your helpdesk ticket limit and your AI interaction limit.

The AI Agent cost is usage-based, usually around $0.90 to $1.00 per fully resolved conversation. If you go over your monthly allowance for either, you start paying overage fees.

The result is a monthly bill that can be hard to predict, especially during busy times like Black Friday. As your support volume grows and your automation gets better, your costs go up.

Plan	Monthly Price (Helpdesk)	Included Tickets	AI Interaction Cost (Monthly Billing)
Starter	$10/mo	50	$1.00 / resolved conversation
Basic	$50/mo	300	$0.90 / resolved conversation (60 included)
Pro	$300/mo	2,000	$0.90 / resolved conversation (600 included)
Advanced	$750/mo	5,000	$0.90 / resolved conversation (2,500 included)

eesel AI: A simpler pricing approach

In contrast, eesel AI's pricing is designed to be simple and predictable.

There are no per-resolution fees. You don't get charged more for every ticket the AI successfully handles. Instead, plans are based on a generous monthly bucket of "AI interactions," which can be an AI reply or an AI-powered action (like tagging a ticket).

This means your bill is the same every single month. You can actually budget for it, and you're never penalized for automating more of your support. Plus, all of eesel AI's core products, the AI Agent, Copilot for agents, and AI Triage, are included in every plan. To top it off, you can start with a flexible month-to-month plan, which is pretty rare in a market full of annual contracts.

eesel AI offers transparent, predictable pricing plans without per-resolution fees, a simpler alternative to many Gorgias marketplace apps.

Making the right choice from the Gorgias marketplace apps

The Gorgias marketplace is an incredibly powerful resource for any ecommerce brand looking to improve its customer experience. While pretty much all integrations add some value, AI and automation apps offer the biggest opportunity to change how your support team works.

But picking the right AI tool is key. Don't just look at the feature list. You need to think about how easy it is to set up, how much control it gives you, how well it can learn from your company's actual knowledge, and whether the pricing is fair and predictable. A tool that lets you start quickly, test safely, customize everything, and budget confidently will always be the better long-term bet.

Ready to try one of the best AI Gorgias marketplace apps?

Stop wrestling with rigid tools and unpredictable bills. See how eesel AI can integrate with your Gorgias helpdesk in just a few minutes. Try it for free or book a demo today.