A complete guide to Gorgias support in 2026

If you're running a growing e-commerce brand, you know the feeling. Customer questions about orders, returns, and products are coming in from all directions, and just keeping up can feel like a full-time job. This is exactly where a tool like Gorgias comes in handy, as it was built to be a command center for e-commerce customer service.

But these days, just having a helpdesk isn't quite enough. Real efficiency comes from smart automation. This guide will walk you through what the Gorgias support platform brings to the table, from its main features to its native AI. We'll also show you how to further optimize its powerful features with advanced AI that can really change how your support team works.

What is Gorgias support?

Gorgias is a customer service platform that pulls all of your customer conversations into one spot. You can think of it as a shared inbox for your entire support team. It’s particularly well-known for how deeply it connects with major e-commerce platforms like Shopify, BigCommerce, and Magento.

That tight integration is its real strength. When a customer gets in touch, your agent sees their entire order history right next to the ticket. No more jumping between tabs to find order details. The whole idea is to give your team a complete picture of the customer, which helps them deliver faster and more personal support.

Key features of the Gorgias platform

Before we get into the AI and automation side of things, let's look at the core tools Gorgias gives you to manage day-to-day customer service.

Centralized multi-channel support

The heart of Gorgias is its ability to pull customer messages from everywhere they might be. Whether a customer reaches out through email, live chat, SMS, or even a direct message on Facebook or Instagram, it all lands in one organized dashboard.

For support teams, this is a huge relief. Agents can handle every single question from one screen. That means quicker response times and no more conversations falling through the cracks because someone forgot to check the Instagram DMs.

The Gorgias help center: Your first line of defense

Gorgias also lets you build a self-service Help Center, which is basically a website for all your FAQs and knowledge base articles. The goal here is to answer common questions before they even turn into a support ticket. Just think about how much time your team spends answering "Where is my order?" or "What's your return policy?".

According to Gorgias, merchants using their self-service tools can reduce their ticket volume by as much as 50%. You can use their templates to get started, tweak the design to match your brand, and even embed the Help Center on your website so customers don't have to leave your store to get answers.

This video provides a tutorial on how to set up and use the Gorgias Help Center to enhance your Gorgias support.

Automating Gorgias support with native AI

Gorgias has its own AI tools to help automate some of the more repetitive parts of customer support. It's a solid foundation for teams wanting to see what AI-powered support is all about.

How the Gorgias AI agent works

The Gorgias AI Agent is the platform's tool for automated answers. You get it up to speed by providing it with the information it needs to answer questions correctly.

Based on Gorgias's own documentation, their AI Agent learns from a few places:

1. A Gorgias Help Center: The AI reads all your published articles to find answers.

2. Public Webpages: You can give it up to 10 specific URLs, like your shipping or returns pages, and it will use that content as its knowledge base.

3. External Documents: You can also upload files like PDFs or Word documents that have product info or internal policies.

Considerations for native Gorgias tools

While the Gorgias AI Agent is a useful feature, its performance is tied to the documentation you provide. Here are some things to keep in mind when optimizing your setup:

• It thrives on a well-organized setup: The AI excels when provided with a perfectly organized and updated Help Center. By maintaining clear articles and PDFs, you ensure the AI has the best possible foundation to assist your customers.

• It prioritizes verified knowledge: The AI focuses on official, static documents to ensure accuracy and brand alignment. While it follows your provided content strictly, you can complement this by using additional tools that tap into the nuanced problem-solving found in historical conversation data.

• Direct deployment: The system is designed for straightforward implementation within the Gorgias platform. For teams looking for advanced performance forecasting, specialized integrations can provide simulation modes to see how the AI would have performed against past tickets.

• Deep ecosystem integration: The AI is purpose-built to work seamlessly within the Gorgias ecosystem, ensuring a streamlined experience for teams that rely on Gorgias's native features.

Enhancing Gorgias support with a dedicated AI agent

To really unlock a higher level of automation, you can use an AI that learns from all your business knowledge in addition to official help docs. Integrating a specialized AI platform like eesel AI can boost your existing Gorgias support setup, making a great platform even stronger.

Train AI on your team's collective wisdom

While the native tool focuses on static articles, eesel AI's Agent can connect to your helpdesk and learn from your past Gorgias support tickets.

This is a great way to scale your efforts. The AI can pick up on your brand's unique voice and understand the context behind tricky issues by observing how your best agents have handled them before. It works alongside Gorgias to handle nuanced questions that might not be fully detailed in an FAQ.

Unify all your knowledge sources

eesel AI can connect to the tools your team already uses every day. It can integrate with internal wikis like Confluence and Google Docs, and even pull information from private Slack channels.

This creates a comprehensive knowledge base for the AI, making sure every response is accurate and based on the most current information. Your internal guides and your Gorgias Help Center articles all work together to create a smarter support experience.

Test and deploy with confidence

A useful feature of eesel AI is its simulation mode. Before the AI talks to a customer, you can run it against thousands of your past Gorgias tickets in a totally risk-free environment.

You get to see exactly how the AI would have answered real customer questions, which gives you a precise idea of your automation rate. This lets you fine-tune the AI and roll it out with full confidence in its performance.

A side-by-side comparison

Here’s a quick breakdown of how these complementary approaches compare:

Feature	Gorgias Native AI Agent	eesel AI Agent for Gorgias
Primary Training Source	Help Center, Webpages, Docs	Historical tickets, Help Center, all docs
Knowledge Integration	Focused on Gorgias HC & specific files	Confluence, Google Docs, Notion, Slack & more
Pre-Launch Testing	Designed for direct implementation	Powerful simulation on historical tickets
Setup Time	Requires Help Center preparation	Go live in minutes, learns automatically
Workflow Control	Standard configuration	Granular control via a full workflow engine

Gorgias pricing

Gorgias has a few different pricing plans for businesses of various sizes. Their model is usually based on the number of "billable tickets" your team handles each month. These plans are often split into tiers like Starter, Basic, Pro, and Advanced, with each level offering more features and a higher ticket allowance to match your team size.

It's worth noting that some of the more advanced tools, like the Automation Add-on that lets customers manage their own orders, can be added to your plan to provide even more value. For the most up-to-date details, it’s always a good idea to check their official pricing page.

Build a better Gorgias support experience

Gorgias is a strong helpdesk for e-commerce brands. It gives you a reliable foundation for managing all your customer conversations and offers solid, effective automation tools to get you started.

As your business grows, you can further enhance Gorgias's capabilities by using an AI that learns from everything your company knows. By integrating a flexible and powerful platform alongside Gorgias, you can bridge any gaps. Tools like eesel AI enhance your Gorgias setup, using your entire history of conversations and internal documents to deliver the kind of fast, intelligent support that helps your brand stand out.

This video provides a comprehensive tutorial on how to effectively use Gorgias for customer support, aligning with the focus on Gorgias support.

Get started with AI for Gorgias today

Ready to see what your true automation potential is? You can connect your helpdesk in minutes and run a free simulation on your past tickets with eesel AI for Gorgias.