Overview
Gorgias is a customer experience platform built specifically for ecommerce support teams. It combines a helpdesk, Shopify and ecommerce integrations, support automation, revenue-aware workflows, and an AI Agent product that can automate customer interactions.
The core difference from a generic helpdesk is ecommerce context. Gorgias can connect support conversations with orders, customer history, returns, shipping questions, and common store workflows. That makes it especially relevant for Shopify, DTC, and retail brands where support is tied closely to conversion and repeat purchases.
For teams comparing Gorgias with Freshdesk, Help Scout, Zendesk AI, or Front, the buying question is volume and ecommerce depth. Gorgias can be powerful for stores, but ticket-volume pricing, AI automation tiers, and channel add-ons need careful modeling.
Key Features
- Ecommerce-first helpdesk - Centralize email, chat, social, and store-related support with ecommerce context available inside the support workflow.
- Shopify and store integrations - Connect orders, customer data, and commerce actions so agents can solve post-purchase questions faster.
- AI Agent automation - Add automated customer interactions, flows, order management, article recommendations, and automation statistics through Gorgias AI products.
- Ticket-volume pricing - Plans include a set number of billable tickets per month, with overage costs when support volume exceeds the plan.
- Channel add-ons - Voice, SMS, and other channels can add separate ticket-based costs depending on volume.
- Revenue and automation reporting - Track support performance, revenue-related support outcomes, and automation impact for ecommerce teams.
Pricing & Plans
Gorgias uses paid plans based on helpdesk tier and ticket volume. The public pricing page lists Starter, Basic, Pro, Advanced, and Enterprise options, with AI Agent and channel add-ons priced separately.
| Plan | Pricing | Best fit |
|---|---|---|
| Starter | From $10/month for low ticket volume | Small stores testing Gorgias with limited support volume |
| Basic | Higher monthly plan with more included tickets | Growing stores with steady support volume |
| Pro | Higher monthly plan with thousands of included tickets | Established ecommerce brands scaling support operations |
| Advanced | Higher monthly plan for larger ticket volume | Brands with high support volume and more complex operations |
| Enterprise | Custom pricing | Large ecommerce teams needing custom limits, support, and governance |
The most important pricing detail is that Gorgias cost depends on ticket volume, AI Agent automation, overages, and channel add-ons. Teams should model expected monthly tickets, AI automated interactions, voice/SMS needs, and seasonal spikes before choosing a plan.
Best For
- Shopify and DTC brands handling order, shipping, return, and product questions
- Ecommerce support teams that want customer and order context inside tickets
- Brands with enough repetitive questions to justify AI Agent automation
- CX leaders tracking support performance, revenue, and automation outcomes
- Teams comparing ecommerce-first support with broader AI chatbots
FAQ
What is Gorgias?
Gorgias is an ecommerce customer support platform with helpdesk, store integrations, automation, and AI Agent capabilities.
How much does Gorgias cost?
The public pricing page lists Starter from $10/month, with higher Basic, Pro, Advanced, and Enterprise tiers based on ticket volume and features.
Does Gorgias include AI?
Yes. Gorgias offers AI Agent and automation features, but AI usage and automated interactions can be priced separately from the base helpdesk plan.
Is Gorgias only for Shopify?
No, but Shopify and ecommerce workflows are a major strength. It also supports other commerce platforms and integrations.
How does Gorgias pricing work?
Base helpdesk plans include ticket volume. Overage tickets, AI Agent tiers, voice, SMS, and other add-ons can increase monthly cost.
Is Gorgias better than Freshdesk?
Gorgias is better for ecommerce support with order context. Freshdesk is broader and often simpler for general help desk teams.
Can Gorgias automate order questions?
Yes. With ecommerce integrations and AI Agent workflows, Gorgias can help automate common order, shipping, and help-center questions.
What should I check before buying?
Estimate monthly tickets, seasonal spikes, AI automated interactions, voice and SMS usage, store integrations, overage rules, and whether all required channels are included.
