Understanding Gorgias SOC 2 compliance and AI helpdesk security in 2025

Data security isn't just an IT headache anymore. It's a huge part of the customer experience. Every time a customer gets in touch, they're trusting you with their information. And as more of us lean on AI to handle these conversations, that trust becomes even more important.

The helpdesk platform Gorgias recently earned its SOC 2 compliance, which is a pretty big milestone in the software world. It's a great reason to start a bigger conversation: what does real security look like for a support team using AI? This guide will break down what the Gorgias SOC 2 certification means for you. But more importantly, we’ll get into the other security factors you need to think about before plugging any AI tool into your workflow.

Understanding Gorgias SOC 2: What are Gorgias and SOC 2?

To make sure we're on the same page, let's quickly go over the platform and the compliance standard it just met.

What is Gorgias?

Gorgias is a popular helpdesk built for e-commerce companies. Its main gig is pulling all your customer chats from email, social media, and live chat into one place. It’s known for connecting deeply with platforms like Shopify and BigCommerce, letting agents see order details right next to a customer's message.

A screenshot of the Gorgias dashboard, which is relevant to the Gorgias SOC 2 compliance discussion.

What is SOC 2 compliance?

SOC 2 is a security framework developed by the American Institute of CPAs (AICPA). It sets the rules for how companies should manage and protect customer data. It isn't a one-and-done checklist; it's an ongoing audit process. Think of it as a tough, independent check-up to prove a company has its security in order.

There are two main types of SOC 2 reports:

• Type I: This report checks a company's systems at a single point in time to see if their security controls are designed correctly. It's like a snapshot.

• Type II: This one goes further. It looks at how well those security controls actually work over a longer period, usually at least six months. It’s more like a movie, showing that they can keep things secure day in and day out.

Gorgias achieved SOC 2 Type II compliance, which shows they’re serious about keeping up their security practices for the long haul.

What the Gorgias SOC 2 report actually covers

So, what does that compliance mean in the real world? It helps to look at the specific measures Gorgias has in place to get a feel for the industry standard.

Core infrastructure and data handling

Like a lot of modern software companies, Gorgias doesn't run its own data centers. It builds on top of major cloud providers.

• Hosting: Gorgias is hosted on Google Cloud Platform (GCP), which is a solid and secure foundation. They keep customer data in regional clusters in the US, EU, and Australia, helping companies meet local data laws like GDPR.

• Encryption: All your data is encrypted, both when it's just sitting on a server (at rest) and when it's being sent from one place to another (in transit). This is a standard but vital practice using things like TLS to scramble data and keep it unreadable to anyone who shouldn't see it.

• Backups: The platform keeps continuous, encrypted backups. This ensures that even if something happens to the main data stores, your customer information can be safely brought back online.

How Gorgias AI uses your data

This is where things get a bit more complicated. When you bring a third-party AI into your helpdesk, you're adding another piece to the security puzzle.

• LLM Usage: According to their docs, the Gorgias AI Agent uses a mix of models, including some from big names like OpenAI and Anthropic.

• Data Training Policy: Gorgias says that any data sent to OpenAI through their API isn't used to train OpenAI's public models, and OpenAI has a zero data retention policy for those chats. That's great, because it means your sensitive customer conversations aren't being used to teach a global AI.

• A key distinction: Here's the catch. The documentation also mentions that their "AI Agent does learn from interactions from other brands." While Gorgias says there are protections in place, this brings up a big question for any business: is your support data being used to improve an AI that also helps your competitors? It’s a bit of a gray area that might make some teams uncomfortable.

A view of the Gorgias conversational AI in action, which is a key part of the Gorgias SOC 2 security framework.

User-level security settings

On top of the backend security, Gorgias gives you the standard tools to manage your own team’s access:

• Single Sign-On (SSO) for Google and Microsoft 365.

• Two-factor authentication (2FA).

• Custom user roles and permissions to limit who can see and do what.

Going beyond Gorgias SOC 2: What to look for in an AI helpdesk tool

A SOC 2 certificate is a great starting point for security, but that’s all it is, a start. When you're looking at today’s AI tools, you need to ask a few more questions that these traditional frameworks don’t always cover.

Data privacy and AI training

The single most important question you can ask an AI provider is this: is my data used only for me? As we saw with Gorgias, some platforms pool data from all their customers to make their AI better. While that might improve the AI overall, it could also mean your unique solutions are indirectly helping your competition.

The alternative is a platform that promises your data is kept completely separate. For example, eesel AI is built on the principle that your information, from past tickets to knowledge base articles, is used only to power your bots. Your competitive edge stays yours.

Setup risks and integration security

How you connect an AI tool to your helpdesk is a security choice. Many tools require long, complex implementation projects, custom API work, or even completely replacing your current setup. Every little custom script or manual tweak can be a potential weak spot.

A safer way to go is to find a tool with simple, one-click integrations that fit right into your current workflow. This cuts down on the technical risk and means you don't have to wait on a busy dev team. A platform like eesel AI is designed to get you up and running in minutes, not months. You can securely connect it to your helpdesk and other knowledge sources and start building your AI agent right away.

Control, testing, and going live

A lot of AI tools feel like a "black box." You feed them your data, flip a switch, and hope for the best. This isn't just a risk for customer satisfaction; it's an operational one. What if the AI accidentally shares sensitive internal info or gives out the wrong policy details?

A truly secure, business-ready AI tool has to let you test and check its work before it ever talks to a customer. You need to be confident that it will do exactly what you told it to do.

A modern approach: Security and control with eesel AI

These challenges around data privacy and control are exactly why eesel AI was built with security and transparency in mind. It's designed to give you the benefits of AI without the black-box risks.

Enterprise-grade security from the start

Security isn't just another feature; it's built into the foundation.

• Data Isolation: Your data is never, ever used to train models for other customers. Full stop.

• Certified Subprocessors: eesel AI is built on a secure foundation, using SOC 2 Type II-certified subprocessors like OpenAI for its language models. This makes sure the entire chain of data processing meets high security standards.

• Data Residency: For companies with strict data location rules, eesel AI offers EU data residency on its Business and custom plans, so you can keep your data inside the EU.

Risk-free setup with a powerful simulation

This is where things really differ. Instead of launching your AI and crossing your fingers, eesel AI gives you a powerful simulation mode. You can safely test your AI agent on thousands of your real, historical support tickets in a private sandbox.

This shows you exactly how the AI would have answered, giving you a clear forecast of its resolution rate and accuracy. You can find gaps in your knowledge base and tweak the AI's behavior before a single customer interacts with it. This takes all the risk out of the rollout process and gives you real confidence to automate.

You're in control of automation

With eesel AI, you're always in charge. You don't have to automate everything at once.

• Selective Automation: With the eesel AI Agent, you can set up specific rules to decide which tickets the AI handles. You could start with simple "where is my order?" questions and have the AI automatically pass anything more complex to a human agent.

• Scoped Knowledge: You can easily tell the AI which knowledge sources to use. For example, you can limit it to only using your public help center and instruct it to ignore all internal documents. This level of control is a critical security feature that prevents the AI from accidentally sharing things it shouldn't.

Pricing comparison: Gorgias vs. eesel AI

Clear pricing is another part of building trust. You should know exactly what you’re paying for and how that might change as you grow.

Gorgias pricing

Gorgias's pricing is mostly based on the number of "billable tickets" your team handles each month.

Plan	Price (Monthly)	Key Features
Starter	$60/mo	50 tickets/mo, core helpdesk features
Pro	$600/mo	300 tickets/mo, phone support, revenue stats
Business	$1,500/mo	2,000 tickets/mo, dedicated success manager
Enterprise	Custom	Custom ticket volume, advanced security

eesel AI pricing

The pricing model for eesel AI is designed to be predictable. There are no per-resolution fees, so you won’t get a surprise bill after a busy month. All the main products, including the AI Agent, Copilot, and Chatbot, are included in every plan.

| Plan | Monthly Price (Billed Annually) | AI Interactions/mo | Key Unlocks | | :--- | :--- | :--- | | Team | $239 | Up to 1,000 | Train on docs, Copilot, Slack | | Business | $639 | Up to 3,000 | Train on past tickets, AI Actions, Simulation | | Custom | Contact Sales | Unlimited | Advanced actions, custom integrations |

Why Gorgias SOC 2 means security is more than a certificate

The Gorgias SOC 2 certification is a great achievement and an important move for any company that handles customer data. It proves they have a solid security foundation. But in the age of AI, that foundation is just the starting line.

Real security comes from a mix of compliance, data privacy, and having the control to adopt new tech safely. Modern support teams need AI tools that are transparent about data handling, offer risk-free ways to test, and give you fine-grained control over automation.

If you're looking for an AI platform that gives you both enterprise-grade security and the tools to roll out automation with confidence, give eesel AI a try. You can set it up in minutes, simulate its performance on your own data, and see the potential impact for yourself, completely risk-free.