The guide to Gorgias for Shopify Plus in 2025

Running a big ecommerce store on Shopify Plus means you've almost certainly heard of Gorgias. It's a popular helpdesk for tons of growing brands, and for good reason. But here's the thing: the tools that help you hit your first million in revenue aren't always the ones that will get you to ten.

This guide is a straightforward look at the Gorgias Shopify Plus integration. We'll get into the features that people love, but we'll also talk about the real-world limitations, around cost, flexibility, and knowledge management, that can start to pinch as your business grows. We'll also look at a different way to use AI in your support stack, one that works with the tools you already have instead of making you start from scratch.

What are Gorgias and Shopify Plus?

First, a quick refresher on why these two names are always mentioned in the same breath.

What is Shopify Plus?

Shopify Plus is Shopify's top-tier platform, made for high-volume and fast-growing businesses. It’s basically Shopify on steroids. It's built to handle huge traffic surges (like on Black Friday), gives you more control with tools like Shopify Scripts and Flow, and lets you run multiple storefronts from one place. There's a reason some of the world's biggest brands rely on it.

What is Gorgias?

Gorgias is a customer service helpdesk designed specifically for ecommerce. Its biggest selling point is that it pulls all your customer conversations, from email, live chat, social media, you name it, into a single feed. By connecting directly to your store's data, it gives your support agents all the context they need to solve problems without having to jump between a dozen different tabs.

The best parts of the Gorgias Shopify Plus integration

So, why do so many Shopify Plus merchants use Gorgias? It’s all about how tightly they work together. It feels less like a third-party app and more like a built-in part of Shopify.

Here’s what makes it so popular:

• All your Shopify data in one place. This is the real showstopper. When an agent gets a ticket, they see a full customer profile right next to it. We're talking complete order history, shipping addresses, even how much they've spent with you. It cuts out that whole "Can I get your order number?" back-and-forth because the info is already there.

The Gorgias Shopify Plus integration displays a customer's complete order history and Shopify data directly alongside their support ticket.

• Manage orders without leaving the helpdesk. Agents don't just see the data; they can use it. They can process refunds, cancel orders, or duplicate an order right from the Gorgias dashboard. For those common after-purchase questions, this saves a massive amount of time.

Agents can perform key actions like processing refunds directly from the Gorgias dashboard with the Gorgias Shopify Plus integration.

• One inbox for every customer channel. Customers will try to reach you everywhere. Gorgias funnels conversations from email, live chat, SMS, and social media like Facebook and Instagram (even post comments and DMs) into one unified view. This gives you a complete timeline of every single interaction a customer has had with your brand.

The Gorgias Shopify Plus helpdesk unifies customer conversations from multiple channels, including email, social media, and live chat, into a single view.

• Handy automation for common questions. Gorgias has features like Rules and Macros to help you automatically answer repetitive questions. The classic example is tackling "Where is my order?" (WISMO) tickets by automatically grabbing the tracking info from Shopify and sending it to the customer, often without an agent having to lift a finger.

Gorgias can automatically handle common questions like 'Where is my order?' by pulling tracking information directly through its Gorgias Shopify Plus integration.

The limitations of Gorgias for scaling businesses

For all the tight integration, the Gorgias way of doing things has some real trade-offs, especially once your business starts getting more complex.

The "rip and replace" model

Switching to Gorgias isn't like installing a small app. It means you have to move your entire support operation over from whatever you're using now, whether that's Zendesk, Freshdesk, or Intercom. That's a massive project. You have to retrain your whole team, rebuild all your workflows, and figure out how to import your old conversation history. If you're mostly happy with your current helpdesk and just want to add smarter, ecommerce-aware AI, this is a huge and often unnecessary disruption.

Unpredictable, resolution-based pricing

Gorgias's pricing is built around "billable tickets" or "automated interactions," which means your bill grows as your support volume grows. That sounds fair on the surface, but it leads to unpredictable costs that can shoot up during your busiest seasons. Imagine crushing your Black Friday sales goal, only to get a support bill that eats into your profits. When you're trying to forecast your expenses, that kind of volatility can be a nightmare.

How your knowledge gets trapped

Gorgias is fantastic at pulling in data from two sources: its own tickets and Shopify. But what about all the other knowledge floating around your company? Most growing businesses rely on internal wikis in Confluence, policy documents in Google Docs, or process guides in Notion. When your support AI can't tap into that information, it doesn't have the full picture to solve trickier problems. This just leads to more tickets getting escalated to a human, which kind of defeats the point of automation.

Flexible AI alternatives to Gorgias

It begs the question: what if you could get smart, ecommerce-focused AI without blowing up the support system your team already knows and uses? Modern AI for Customer Support Automation don't force you to switch; they plug into what you've already got, acting as an intelligent layer on top.

This is where a tool like eesel AI comes in. It’s built to give you powerful AI without the painful migration process.

• Get started in minutes, not months. Instead of a long, drawn-out migration, eesel AI connects to your helpdesk with a simple one-click integration. You can be up and running, training the AI on your own data, in the time it takes to make a coffee. It fits right into your current workflow, helping your agents where they already are.

• Give your AI a complete brain. eesel AI connects to over 100 sources. This means it learns not just from your helpdesk and Shopify data, but also from your internal wikis like Confluence, your documents in Google Docs, and your team chats in Slack. This brings all your knowledge together, leading to much more accurate and helpful resolutions.

Tools like eesel AI can connect your Gorgias Shopify Plus setup to over 100 knowledge sources, giving your AI a more complete brain.

• Test it out with zero risk. One of the scariest parts of launching a new AI is not knowing how it will actually perform. eesel AI includes a simulation mode that lets you test your setup on thousands of your past support tickets. You get a clear, data-driven forecast of how much you can automate and save before it ever interacts with a live customer. It takes all the guesswork out of the process.

The eesel AI simulation mode allows you to test AI performance on historical Gorgias Shopify Plus tickets to forecast automation rates.

• You're in control (with predictable pricing). With eesel AI, you have full control over what gets automated. You can start with just one or two common ticket types and expand from there as you get more comfortable. Best of all, the pricing is based on simple, tiered plans. There are no per-resolution fees, so your costs are always predictable and won't suddenly balloon as you grow.

Here’s a quick side-by-side look at how the two approaches stack up:

Feature	Gorgias	eesel AI
Setup Model	Full helpdesk replacement (rip & replace)	Integrates with your existing helpdesk
Knowledge Sources	Primarily helpdesk tickets & Shopify data	Helpdesk, Shopify, Confluence, Google Docs, Notion, Slack & 100+ more
Pre-launch Validation	Limited to live testing	Powerful simulation on historical tickets to forecast performance
AI Control	Rule-based automation and intent detection	Granular control over which tickets to automate & fully customizable actions
Pricing Model	Per-ticket/resolution (can be unpredictable)	Tiered, predictable monthly rate (no per-resolution fees)

An overview of Gorgias pricing

Alright, let's talk about the money. Gorgias pricing is based on how many tickets you handle, but the devil is in the details, especially when you look at overage fees and how AI is billed. Here’s a breakdown based on their monthly pricing.

Plan	Price/Month	Included Helpdesk Tickets	Overage Cost (per 100)	Included AI Interactions
Starter	$10	50	$40	0
Basic	$60	300	$40	60
Pro	$360	2,000	$36	600
Advanced	$900	5,000	$36	2,500
Enterprise	Custom	Custom	Custom	Custom

One important catch is that an AI Agent interaction (which costs $1.00 per resolution on the monthly Starter plan, for instance) also counts as a billable helpdesk ticket. This "double-counting" can make your final bill surprisingly high and reinforces the unpredictable nature of the pricing.

Is Gorgias Shopify Plus the right choice for your store?

So, what's the final verdict on Gorgias for your Shopify Plus store?

If you're ready to commit to a single, all-in-one platform and move your whole support team over, Gorgias is a solid choice. Its connection with Shopify is genuinely impressive and can make your agents' lives easier for day-to-day tasks.

But, and it's a big but, that all-in-one approach is also its main drawback for bigger brands that need flexibility, predictable costs, and full control over their tools. The "rip and replace" migration is a huge project, the per-ticket pricing makes budgeting a gamble, and your knowledge gets walled off from the rest of your company's systems.

A modern AI integration platform like eesel AI offers a different path. It lets you add powerful, customizable AI on top of the helpdesk you already use, connecting all your knowledge sources and giving you the tools to test and deploy with confidence. You get the intelligence you need without the disruption you don't.

Ready to improve your Shopify Plus support without the headache of switching platforms? Sign up for eesel AI and see how you can unify your knowledge and empower your team in minutes.