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 details of AI automation, showing you what to keep in mind when selecting your tools. 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 provide 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 requirements 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 help 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 can achieve. They’re designed to take care of 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 keep in mind)

The appeal of AI is pretty straightforward: manageable 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, it's important to choose a tool that fits your specific workflow and team goals.

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 much 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 away.

When set up effectively, these features can really lighten the load and let your team focus on what they do best.

Important considerations for AI apps

The implementation of an AI tool can vary depending on the platform you choose. Many teams consider a few key factors when integrating new AI apps into their workflow.

Implementation considerations for AI apps

Some AI tools are designed with comprehensive setup processes. While some might involve onboarding calls or developer assistance to ensure a specialized setup, these steps are often used to ensure the tool is correctly calibrated for your specific business requirements.

Managing transparency and control in AI automation

Different tools offer different levels of transparency regarding how the AI responds. Finding a tool that provides the right level of control for your brand ensures that the automation aligns with your quality standards and customer expectations.

Optimizing knowledge sources for AI

Most AI tools are designed to learn from your existing documentation, like FAQs or macros. To ensure the best results, it's important to consider how an AI tool integrates with your broader knowledge base, such as Google Docs or Confluence, to avoid generic responses.

Understanding different pricing structures

Pricing models vary across the marketplace. Many AI tools, including Gorgias's own native AI, offer a pay-per-resolution model. This allows brands to align their costs directly with successful customer resolutions as they grow, providing a flexible way to scale your support investment alongside your business success.

eesel AI: A complementary option within Gorgias marketplace apps

What if you could further enhance your support with more granular control? 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 an additional, highly controllable way to automate support.

Go live in minutes, not months

eesel AI is built to be approachable and easy to set up.

You can connect your Gorgias account with a single click, no developers required. One of the standout features is the Simulation Mode. Before your AI ever talks to a live customer, you can test it on your past tickets. This shows you exactly how it will perform, allowing you to tweak its behavior in a safe environment. You can go live with confidence because you've already seen the results.

Get full automation control

eesel AI offers you the tools to manage your automation exactly how you want.

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 rule based on customer tags? You can do that, too. Everything else gets passed to a human agent, allowing you to expand automation as you get more comfortable. You can also use the prompt editor to match your brand's tone of voice and create custom actions, such as looking up order data in Shopify, which you can set up yourself.

Unify all company knowledge

An AI is only as smart as the information it can learn from. eesel AI is designed to break down 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. 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 comprehensive brain for your AI.

The cost of Gorgias marketplace apps: Gorgias's native AI and complementary pricing models

Pricing is an important part of picking an AI tool. Let's look at how Gorgias's native AI pricing works and how it compares to other models in the ecosystem.

A pricing breakdown for Gorgias's native AI

Gorgias's pricing, detailed on their official pricing page, is based on a mix of helpdesk tickets and separate AI interactions, providing a tiered approach to match different team sizes.

You pay for your base helpdesk plan, which covers tickets handled by your team. On top of that, you can add conversations resolved by AI. This model allows your investment to scale naturally as your business grows and your automation success increases.

The AI Agent cost is usage-based, usually around $0.90 to $1.00 per fully resolved conversation, ensuring you pay for successful outcomes.

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 predictable and easy to budget for.

There are no per-resolution fees. Instead of being charged for every successful resolution, plans are based on a monthly bucket of "AI interactions," which can be an AI reply or an AI-powered action like tagging a ticket.

This means your bill remains consistent every month, regardless of how much you automate. All of eesel AI's core products - the AI Agent, Copilot for agents, and AI Triage - are included in every plan. You can also start with a flexible month-to-month plan.

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 all integrations add value, AI and automation apps offer a major opportunity to enhance how your support team works.

Picking the right AI tool involves looking at your specific needs. Consider the setup process, the level of control you require, how the tool learns from your company knowledge, and which pricing model best fits your budget. A tool that allows you to start quickly, test safely, and budget confidently will be a strong long-term addition to your Gorgias setup.

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

Enhance your workflow with more control and predictable costs. See how eesel AI can integrate with your Gorgias helpdesk in just a few minutes. Try it for free or book a demo today.