Understanding Gorgias SOC 2 compliance and AI helpdesk security in 2026

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 in 2026. 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.

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 interesting. When you bring a third-party AI into your helpdesk, you're adding another layer of intelligence to your 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 valuable feature: Gorgias also uses aggregate learning to improve its AI Agent's performance across the board. The platform is designed with clear protections to ensure that this collective learning enhances the quality of responses for everyone while strictly maintaining individual brand security and data privacy.

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

One important question you can ask an AI provider is this: how is my data used? While platforms like Gorgias pool data to make their AI better for everyone, you may also want to consider tools that focus on specific data isolation.

An option to consider is a platform that keeps your data completely separate. For example, eesel AI is built on the principle that your information, from past tickets to knowledge base articles in 2026, is used only to power your bots. It works as a great complement to your existing Gorgias setup.

Setup risks and integration security

How you connect an AI tool to your helpdesk is a security choice. Many tools require long implementation projects or custom API work. A great way to ensure security is to use platforms that integrate seamlessly with your existing stack.

A safer way to go is to find a tool with simple, one-click integrations that fit right into your current workflow. A platform like eesel AI is designed to get you up and running in minutes, not months. You can securely connect it to your Gorgias helpdesk and other knowledge sources and start building your AI agent right away.

Control, testing, and going live

A lot of AI tools work behind the scenes, but for business-critical operations, you may want more visibility. A truly secure, business-ready AI tool has to let you test and check its work before it ever talks to a customer.

A modern approach: Security and control with eesel AI

These challenges around data privacy and control are exactly why eesel AI was built as a complementary option for Gorgias users who want specific features around data isolation and testing.

Enterprise-grade security from the start

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

• Data Isolation: Your data is used exclusively for your account and is never used to train models for other customers.

• 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 can really complement your Gorgias workflow. 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.

You're in control of automation

With eesel AI, you're always in charge of how it interacts with your Gorgias tickets.

• 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 designed to scale with your business, based on the number of "billable tickets" your team handles each month. In 2026, Gorgias continues to offer competitive tiered options to fit teams of all sizes.

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 and works alongside your Gorgias subscription. 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.

| 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 2026, 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 benefit from using industry leaders like Gorgias along with complementary AI tools that are transparent about data handling.

If you're looking for an AI platform that gives you both enterprise-grade security and the tools to roll out automation with confidence alongside Gorgias, 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.