Gorgias review 2025: An honest look at its features, pricing, and limitations

So, your e-commerce brand is growing. That’s fantastic news. But more customers and more orders usually mean one thing: a whole lot more support tickets. It’s a classic growing pain. How do you actually manage all those customer questions without having to hire a massive support team?

This is where a tool like Gorgias often enters the picture. It’s a help desk built specifically for e-commerce, and its main promise is to pull all your support channels into one place and automate the repetitive stuff that bogs your team down. It’s a powerful platform, but its greatest strength is also its biggest weakness: it’s built almost entirely for Shopify.

In this 2025 Gorgias review, we’ll give you a straight-up look at its features, pricing, and what real users are saying about it. While Gorgias can be a huge help for some, its laser focus on Shopify can be a serious limitation for others. For businesses needing more flexibility, AI platforms like eesel AI present an interesting alternative, since they can integrate with any help desk and learn from all your scattered company knowledge.

What is Gorgias?

At its heart, Gorgias is a customer service platform, a help desk, designed from the ground up for e-commerce businesses. Its primary job is to pull all your customer conversations from different places like email, live chat, and social media into a single, shared inbox.

The thing that really makes it different is how tightly it connects with e-commerce platforms, especially Shopify. This link lets support agents see a customer’s entire order history and even take action, like issuing a refund or canceling an order, without ever having to click away to another tab. The whole point is to make support faster and less of a headache.

Gorgias review: Breaking down the features

Gorgias comes with a suite of features meant to make life easier for e-commerce support teams. But whether they’re a good fit for you really depends on your tech stack. Let’s get into what it actually does.

A single inbox for everything

The centerpiece of Gorgias is its unified inbox. It brings customer messages from email, live chat, SMS, and social media channels like Facebook and Instagram into one feed. The interface is designed to feel like an email client, which PCMag points out makes it pretty easy for new agents to get the hang of.

But in practice, it’s not always so seamless. A common complaint you’ll find on sites like Reddit and Trustpilot is that the social media integrations can be buggy, especially the one for Instagram.

Deep Shopify integration

This is Gorgias’s main claim to fame. Agents can view, refund, cancel, or duplicate a Shopify order right from the support ticket. It’s a huge time-saver that cuts out a ton of tab-switching.

While Gorgias does integrate with BigCommerce and Magento, the features are a pale shadow of what you get as a Shopify user. As both PCMag and user reviews note, the best stuff is reserved for Shopify stores. If your business runs on WooCommerce or you use a few different storefronts, this is a major hurdle. In contrast, tools like eesel AI don’t care what platform you’re on; they integrate with any e-commerce backend to provide consistent AI support no matter your setup.

Automation with macros and rules

Like pretty much any modern help desk, Gorgias lets you automate tasks with macros (canned responses) and rules (if-this-then-that logic). You could, for instance, set up a rule that automatically tags any ticket with the word "refund" as urgent. Or create an auto-reply that gives a customer an order status update when they ask, "where is my order?" These features are handy for dealing with the same questions over and over, but they’re also pretty standard for help desks these days.

AI-powered features

Gorgias has started adding AI features that can automate simple replies or analyze the sentiment of social media comments. But these capabilities come with a big string attached. As one blunt Trustpilot review puts it, "All of Gorgias’ AI features are exclusively designed for Shopify users."

This highlights the difference between a built-in, platform-locked AI and a more flexible AI layer. eesel AI works differently. Instead of just learning from a handful of sources, it learns from everything, your past support tickets, internal guides in Google Docs, wikis in Confluence, you name it. This helps it give much more accurate and useful AI answers, no matter what platform you’re on.

Gorgias pricing: A Gorgias review of the ticket-based model

Gorgias has a different way of charging customers compared to most help desks. Instead of a per-agent fee, its plans are based on your monthly "billable ticket" count. This can be great if you have a big team but a low number of tickets. But for smaller teams with a high volume of customer questions, it can get expensive, fast.

Here’s a quick look at their main plans:

Plan	Monthly Price	Billable Tickets/mo	Overage Cost (per 100 tickets)	Key Features
Basic	$60	300	$25	Shopify & Social Media Integration, Macros & Rules
Pro	$360	2,000	$23	Magento Integration, Satisfaction Surveys
Advanced	$900	5,000	$14	Revenue Statistics, Dedicated Success Manager

The real kicker here is the overage fees. Plenty of G2 reviews mention that costs can shoot up without warning if you go over your monthly ticket limit. It’s a big contrast to the transparent pricing of a tool like eesel AI, which gives you a much better idea of what you’ll be paying as your business grows.

The complete Gorgias review: What real users are saying

So what’s it actually like to use Gorgias day-to-day? To get the real story, we dug through hundreds of user reviews from G2, Trustpilot, Reddit, and the Shopify App Store. Here’s a summary of the good, the bad, and the buggy.

What users like about Gorgias (The pros)

• A perfect match for Shopify stores: The tight integration with Shopify is, hands down, Gorgias’s biggest win. Teams love being able to handle orders and see customer data without ever leaving the help desk.

• A central hub for e-commerce: Users consistently praise how it brings all their communication channels, email, chat, social, into one feed. This really helps agents stay organized and on top of conversations.

• Easy to learn: Many users say the email-style interface feels intuitive and is simple for new agents to pick up, which can cut down on training time.

Where Gorgias falls short (The cons)

• Platform instability and bugs: This is a huge one that comes up again and again. A viral Reddit rant called the platform "consistently unstable" with a "garbage" iOS app. This sentiment is all over Trustpilot and the Shopify App Store, with users mentioning frequent glitches, caching problems, and features that just randomly stop working.

• Limited if you’re not on Shopify: We can’t say this enough. If you don’t use Shopify, you’re paying for a watered-down product. Its best features, especially the AI tools, are locked into the Shopify ecosystem.

• Expensive and unpredictable costs: The ticket-based pricing with high overage fees is a major source of frustration. One Trustpilot user said they were hit with an unexpected $500+ charge after putting their credit card down for what they thought was a small plan.

• Basic reporting: The PCMag review notes that Gorgias’s reporting is pretty basic, with only pre-built reports available. This makes it tough to really dig into your data to find knowledge gaps or see how your AI is performing.

• Poor support and questionable practices: We saw several reviews on Trustpilot and the Shopify App Store that mentioned unresponsive support, a ridiculously difficult cancellation process, and aggressive sales tactics.

Pro tip: The main takeaway from user reviews is the trade-off: you get excellent Shopify features, but you might have to put up with instability, inflexibility, and unpredictable costs. If your business isn’t a pure-Shopify setup or you need more from your AI, you should seriously look at other options.

A flexible alternative in this Gorgias review: Why teams choose eesel AI

For teams who find Gorgias too rigid, unstable, or pricey, a layered AI solution like eesel AI offers a more powerful and adaptable way forward. It’s built to solve the very problems that users complain about with Gorgias.

It works with the tools you already have

The great thing about eesel AI is that you don’t have to get rid of your current setup. It’s not a "rip and replace" solution. Instead, it adds a layer of intelligence on top of the help desk you already use, whether that’s Gorgias, Zendesk, Freshdesk, or something else. It connects to your e-commerce platforms and knowledge sources, saving you the pain of a full migration.

It learns from knowledge, wherever it lives

Gorgias mostly trains its AI on your help center articles. eesel AI goes much, much deeper. It can learn from a huge range of content, including past tickets, internal wikis (like Confluence and Notion), Google Docs, PDFs, and other internal documents. This helps it understand the real nuances of your business and provide more accurate, context-aware AI answers.

More customization and control

With eesel AI’s multi-bot setup, you can create and use different AI bots for different brands, departments, or even specific tasks (like support, IT, or HR). You can also build custom actions and lookups, which lets the AI check things like live order status, inventory, or subscription details from any system, not just Shopify.

Transparent and predictable pricing

eesel AI has a straightforward, pay-per-interaction pricing model. This gives you a clear understanding and control over your costs, letting you scale up your AI use without worrying about the surprise overage fees that are so common with Gorgias.

A side-by-side comparison for this Gorgias review: Gorgias vs. eesel AI

To help make the choice a bit clearer, here’s a direct comparison of Gorgias and eesel AI based on what matters most when picking a support tool.

Feature	Gorgias	eesel AI
Best For	Shopify-only stores needing a simple, integrated help desk.	Teams needing a flexible, powerful AI layer for any help desk or e-commerce platform.
Platform Support	Primarily Shopify; limited features for other platforms.	Platform-agnostic (Shopify, WooCommerce, Magento, BigCommerce, custom, etc.).
Knowledge Sources	Help center articles, ticket history.	All sources: past tickets, Google Docs, Confluence, Notion, PDFs, internal wikis.
Pricing Model	Per-ticket volume with overage fees.	Per-interaction with predictable tiers.
Setup	Requires using Gorgias as your primary help desk.	Layers on top of your existing help desk in minutes. No migration needed.
Customization	Limited to macros, rules, and basic API on higher plans.	Full control over AI behavior, multi-bot support, custom API actions for any system.

Final Gorgias review verdict: Is Gorgias worth it in 2025?

After digging into everything, our verdict is pretty clear. Gorgias is a solid choice for small to medium e-commerce businesses that are 100% all-in on Shopify and can live with potential instability and a tricky pricing model. Its out-of-the-box Shopify integration is its one true killer feature.

However, you should definitely look elsewhere if:

• You use more than one e-commerce platform (or might in the future).

• You need a stable, reliable system that isn’t going to glitch out on you.

• You want a powerful AI that can learn from all your company’s knowledge, not just a help center.

• You need pricing that is predictable, transparent, and can scale with you.

For most modern e-commerce companies, a more flexible and powerful AI platform is the smarter long-term bet. Tools like eesel AI solve the biggest problems with Gorgias by offering better AI, working with the tools you already have, and using a pricing model that actually makes sense.

Ready to give your support team a serious boost?

Stop wrestling with rigid, platform-locked tools. See how eesel AI can help automate your support, make your customers happier, and work perfectly with the software you already use.

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