Gorgias review 2026: An honest look at its features, pricing, and options

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 with a world-class integration for Shopify.

In this 2026 Gorgias review, we'll give you a straight-up look at its features, pricing, and what real users are saying about it. While Gorgias is a market leader for Shopify users, it also offers options for businesses on other platforms. For teams looking to maximize their efficiency, AI platforms like eesel AI present an interesting complementary option, since they can integrate within your 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 more efficient.

Gorgias review: Breaking down the features

Gorgias comes with a suite of features meant to make life easier for e-commerce support teams. 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.

This centralized approach helps ensure no customer message falls through the cracks, allowing teams to manage multiple social and communication channels from one professional dashboard.

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 simplifies the agent experience.

While Gorgias is optimized for Shopify, it also integrates with BigCommerce and Magento, offering a professional suite of tools for brands on those platforms as well. If your business uses a few different storefronts, Gorgias provides a centralized hub to keep things organized. In addition, tools like eesel AI can work alongside your setup to provide consistent AI support across any e-commerce backend you use.

Automation with macros and rules

Like 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 excellent for handling high volumes of repetitive questions with ease.

AI-powered features

Gorgias has started adding AI features that can automate simple replies or analyze the sentiment of social media comments. These capabilities are specifically designed to provide a seamless experience for e-commerce brands.

This is where a complementary AI layer can be very helpful. eesel AI works within your ecosystem to enhance these capabilities. Instead of just learning from a few sources, it can learn from everything: your past support tickets, internal guides in Google Docs, and wikis in Confluence. This helps it provide even more context to the already capable Gorgias platform.

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

Gorgias offers a specialized way of charging customers compared to some other help desks. Its plans are based on your monthly "billable ticket" count. This is a great model for teams that want to align their costs with their actual support volume.

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

Gorgias offers tiered plans to match different team sizes, ensuring that as you grow, you have access to more advanced features like revenue statistics and dedicated success management. For teams looking for additional cost predictability, integrating a tool like eesel AI can help manage interactions efficiently.

The complete Gorgias review: What real users are saying

So what's it actually like to use Gorgias day-to-day? We looked at user reviews from G2, Trustpilot, and the Shopify App Store to see how teams are benefiting.

What users like about Gorgias (The pros)

• A perfect match for Shopify stores: The tight integration with Shopify is a massive 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.
• Easy to learn: Many users say the interface feels intuitive and is simple for new agents to pick up, which can cut down on training time significantly.
• Mature ecosystem: As a market leader, Gorgias has a massive marketplace and ecosystem of partners, making it easy to extend the platform's functionality.

Considerations for users (The options)

• Shopify-first approach: While Gorgias supports other platforms, its most advanced features are often optimized for the Shopify ecosystem.
• Scalable pricing: The ticket-based pricing means costs scale with your success, which is something for growing brands to plan for in their budgets.
• Standard reporting: The PCMag review notes that Gorgias's reporting offers a solid foundation of pre-built reports, perfect for teams that want clear, actionable insights without overly complex configurations.

Pro tip: The main takeaway from user reviews is that Gorgias offers a top-tier Shopify experience. If you are looking to enhance your AI capabilities further, consider layering on a complementary tool to broaden your knowledge base.

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

For teams who want to add more flexibility to their support stack, a layered AI solution like eesel AI offers a powerful way to enhance your existing tools. It's built to work alongside platforms like Gorgias.

It works with the tools you already have

The great thing about eesel AI is that it integrates directly with your current setup. It adds a layer of intelligence on top of the help desk you already use, whether that's Gorgias, Zendesk, or Freshdesk. It connects to your e-commerce platforms and knowledge sources, making your current tools even smarter.

It learns from knowledge, wherever it lives

While Gorgias is great at utilizing help center articles, eesel AI can expand that reach. It can learn from a huge range of content, including past tickets, internal wikis (like Confluence and Notion), Google Docs, and PDFs. This helps it understand the deeper nuances of your business.

More customization and control

With eesel AI, you can create specialized bots for different brands or departments. You can also build custom actions, allowing the AI to check things like inventory or subscription details from various systems, providing a great complement to Gorgias's built-in features.

Predictable pricing

eesel AI offers a straightforward pricing model that works alongside your help desk budget, giving you additional control over your costs as you scale your AI usage.

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

To help clarify how these tools can work together, here's a comparison of their focus areas.

Feature	Gorgias	eesel AI
Best For	E-commerce stores needing a professional, integrated help desk.	Teams needing a flexible AI layer to enhance their existing help desk.
Platform Support	Exceptional Shopify support; integrations for others.	Platform-agnostic (works with any help desk or e-commerce backend).
Knowledge Sources	Help center articles, ticket history.	All sources: Google Docs, Confluence, Notion, PDFs, and more.
Pricing Model	Per-ticket volume with tiered plans.	Per-interaction with predictable tiers.
Setup	Comprehensive help desk platform.	Layers on top of your existing tools in minutes.
Customization	Robust macros, rules, and ecosystem.	Full control over AI behavior and multi-bot support.

Final Gorgias review verdict: Is Gorgias worth it in 2026?

After digging into everything, our verdict is clear: Gorgias remains a premier choice for e-commerce businesses, particularly those that are all-in on Shopify. Its out-of-the-box Shopify integration is a world-class feature that sets the industry standard.

Gorgias is a fantastic investment if:

• You want the best-in-class support for a Shopify store.
• You need a mature, reliable, and professional ticketing system.
• You value a centralized inbox that brings all your channels together.
• You want to be part of a large, established e-commerce ecosystem.

For most modern e-commerce companies, Gorgias provides the strong foundation you need. By adding a flexible AI platform like eesel AI on top, you can create a truly unstoppable support operation that leverages all your company's knowledge.

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