An honest look at Gorgias reviews: Features, pricing, and AI capabilities for 2026

If you're running a growing online store, you’ve probably heard of Gorgias. It’s the go-to helpdesk for e-commerce brands, bringing all your customer service into one place and helping you drive more sales. With its impressive suite of tools, it’s worth taking a closer look at the details to see how it can benefit your workflow.

This guide is an honest look at Gorgias, based on real user feedback and a bit of our own analysis. We’ll walk through its key features, see what its AI can do for your team, break down the pricing model, and talk about where it really shines. By the end, you should have a much clearer idea of why Gorgias is a top choice for your business.

Gorgias reviews: What is Gorgias?

Think of Gorgias as a customer service command center built specifically for e-commerce. Unlike more general helpdesks, every part of Gorgias is designed with online sellers in mind, especially those in the Shopify world. Its main promise is to pull all your customer conversations, from email and live chat to social media comments, into a single, organized inbox.

But the real magic is its deep, native integration with platforms like Shopify, Shopify Plus, BigCommerce, and Magento. This connection lets your support agents see a customer's entire order history and shipping details right next to their message. They can even do things like issue a refund or cancel an order without ever having to leave the Gorgias dashboard. For handling common e-commerce questions, this is a massive efficiency boost.

A deep dive into Gorgias's core features

Gorgias is more than just its Shopify integration: it’s a full suite of tools designed to make life easier for e-commerce support teams. Let’s break down the main components.

Omnichannel ticket management

We’ve all been there: a customer sends an email, then follows up with a DM on Instagram. Gorgias brings all those conversations into one place. Your agents can see every touchpoint in a single thread, which means better context and faster resolutions. The channels it supports include:

• Email

• Live Chat

• Facebook Messenger & Comments

• Instagram DMs & Comments

• SMS & Voice (these are available as paid add-ons)

Deep Shopify and e-commerce integration

This is the standout feature of Gorgias. When a customer gets in touch, their Shopify profile pops up right beside the ticket. This lets your agents see and do things like:

• View the customer's lifetime value and past orders.

• Track shipping information in real time.

• Cancel, refund, or even duplicate an order.

• Create new orders or apply discount codes on the fly.

This setup can turn your support agents into a revenue-generating team, since they can easily handle purchase-related questions and solve problems that would otherwise require switching between systems.

Rules and macros for workflow automation

To deal with all the repetitive questions, Gorgias gives you two powerful automation tools:

• Macros: These are saved replies that you can set up with dynamic information from Shopify, like a customer’s name or shipping address ("{{customer_name}}", "{{order_shipping_address}}"). It’s a great way to send personalized replies quickly.

• Rules: These are "if-this-then-that" automations. You can use them to automatically tag tickets, assign them to the right person, or even send a macro-based reply. For example, you could create a rule that tags any ticket with the word "refund" and sends it straight to your billing team.

These tools are excellent for streamlining tasks and ensuring consistency as your team scales.

Exploring Gorgias's AI and automation capabilities

Gorgias has its own AI toolkit, called the AI Agent, which is designed to automate answers to common questions about order status, returns, and products. It’s an innovative solution that allows for a high degree of control over your automated responses.

How the Gorgias AI agent works

The Gorgias AI Agent works by using the specific information you provide, ensuring that its responses are always brand-aligned and accurate. You can feed it information from several reliable sources:

• A Gorgias Help Center: You can build and maintain a knowledge base full of helpful FAQ articles.

• Public Webpages: You can give it up to 10 URLs, like your shipping policy page, to ensure it has the latest information.

• External Documents: You can also upload files like PDFs or Word documents to broaden its knowledge.

The AI uses this verified information to come up with answers. If a question goes beyond what you've provided, it will pass the ticket to a human agent to ensure the customer is well taken care of.

Enhancing your Gorgias AI experience

While the native AI is great for focused automation based on your help center, you might consider how it fits into your broader knowledge strategy:

• Curated precision: The AI is as smart as the documents you give it, allowing you to manually refine exactly what it tells your customers.

• Focused knowledge: By using specific help center articles, you have total control over the automation experience.

• Ready to scale: Once your knowledge base is established, the AI becomes a powerful tool for deflection.

For teams looking for additional flexibility, the eesel AI Agent is a complementary option that plugs right into Gorgias. It can learn from historical Gorgias tickets and connect to external sources like Notion and Confluence, working alongside your existing Gorgias setup to offer even more automation possibilities.

Gorgias pricing: A complete breakdown for 2026

Gorgias's pricing is designed to be flexible, based on how many "billable tickets" you handle each month. This model allows your costs to scale alongside your business growth.

So, what’s a "billable ticket"? It is any conversation that receives a reply from a human agent, a rule, or the AI Agent.

Here’s a quick look at their plans for 2026:

Plan	Monthly Price (Billed Annually)	Included Billable Tickets	Overage Cost	Key Features
Starter	$10/month	50	$0.40 / ticket	Basic helpdesk, 3 user seats, Shopify integration.
Basic	$50/month	300	$40 / 100 tickets	Unlimited users, more integrations.
Pro	$300/month	2,000	$36 / 100 tickets	Revenue statistics.
Advanced	$750/month	5,000	$36 / 100 tickets	Dedicated email server.
Enterprise	Custom	Custom	Custom	Custom onboarding, dedicated support.

Maximizing value with AI Agent pricing

The AI Agent is a powerful add-on priced for each "automated interaction," typically around $0.90 to $1.00 per resolution. This ensures you only pay for the value the AI provides in resolving customer inquiries without human intervention.

While this model helps you scale support, some teams also explore complementary tools like eesel AI for additional predictable pricing options based on interaction sets. Together, these tools can provide a comprehensive and cost-effective automation strategy.

Gorgias reviews: Pros, considerations, and the final verdict

So, what is the consensus from Gorgias reviews? It’s a powerful, market-leading tool that offers incredible value for specific use cases.

Pros

• Built for e-commerce: The deep Shopify integration is a game-changer for online stores.

• User-friendly: The platform is intuitive and easy for support teams to adopt.

• Omnichannel efficiency: Centralizing all channels into one inbox significantly boosts productivity.

Considerations

• Scalable pricing: The per-ticket model means your investment grows as your business succeeds, which is something to plan for during peak seasons.

• Knowledge management: To get the most out of the native AI, you’ll want to invest time in building a robust help center.

• E-commerce focus: Gorgias is highly specialized, making it the gold standard for e-commerce, though B2B or SaaS companies may find its features less tailored to them.

At the end of the day, Gorgias is an excellent choice for brands that want to handle order-related questions efficiently and leverage a trusted, mature platform.

Is Gorgias the right helpdesk for you?

For e-commerce brands, especially those on Shopify, Gorgias is a top-shelf helpdesk. Its ability to blend customer support with your store’s backend management is a powerful combination for boosting efficiency and customer satisfaction.

If you are looking to automate as much as possible, Gorgias provides a solid foundation. You can also enhance your setup by pairing your helpdesk with advanced complementary solutions. A tool like eesel AI can work within the Gorgias ecosystem, helping you scale your automation by learning from your existing internal documents and tickets with a predictable pricing structure.

This video provides a comprehensive review of Gorgias, highlighting seven key aspects you should consider, especially for e-commerce businesses.