Gorgias

Gorgias is a helpdesk for ecommerce customer experience teams, bringing support conversations together with customer context and workflows. It is a strong fit for stores that handle many order-related questions, especially Shopify merchants. Choose it for that connection between service and commerce; look elsewhere if phone support or full-featured mobile replies are central to the job.

Overview

Email, chat, SMS, WhatsApp, Instagram, and Facebook messages share one inbox. Routing, prioritization, and automation Rules help teams organize incoming work and reduce repetitive handling, while SLA management adds a way to structure response commitments. A customer portal and help center extend support beyond agent-managed conversations, though the help center cannot be created during the trial.

Shopify order, customer, and product information can appear inside a ticket. Agents can cancel orders, apply discounts, or upsell from the conversation, a useful shortcut for stores whose support queue routinely involves order changes. The app directory connects more than 100 apps, including Shopify, BigCommerce, Loop Returns, Yotpo, Recharge, and Attentive. HTTP integrations can fetch data from third-party APIs or trigger actions in external systems.

Key features

Shared inbox and workflows: Multichannel conversations, ticket routing, prioritization, and Rules combine basic queue management with automation. That makes the product relevant to teams managing several customer-facing channels, not just email.

AI Agent: Available on every plan, with charges when it resolves a conversation. Its inclusion across plans lowers the barrier to trying it, but resolution volume can add a usage-based cost.

Shopify context and actions: Order, customer, and product details are visible in tickets, and agents can take selected order actions there. This is the clearest reason for a Shopify store to consider Gorgias over a general-purpose helpdesk.

Security and access: User roles and permissions, conversation and action history, and two-factor authentication support controlled access and traceability. Google and Microsoft single sign-on are available on all Helpdesk plans; custom SSO is reserved for Advanced and Enterprise.

Data protection: Gorgias states that app data travels over HTTPS TLS-encrypted connections and that it maintains continuous encrypted backups. It also lists SOC 2 Type II certification and HIPAA compliance.

Pricing

Gorgias is paid software with a 30-day free trial. New Helpdesk accounts begin on that trial, but trial users cannot create a help center and face limits on outbound email. Those constraints make the trial useful for assessing ticket workflows, but less representative for teams that need to validate a complete self-service setup or send substantial outbound email.

Helpdesk plans scale from 50 to 5,000 tickets per month and are not priced per agent. That ticket-based structure can suit teams whose agent count is less predictable, but the plan range makes monthly ticket volume a key fit question. The provided plan information does not give individual plan prices or map specific features to each tier; plans without a public price are custom pricing.

The AI Agent is available on every plan and charged when it resolves a conversation, so its cost depends on usage rather than simply on access. Voice and SMS are optional add-ons on any plan, priced according to call and text volume. Gorgias also offers a free plan, but its quota and terms are not established here, so it should not be treated as a substitute for evaluating the paid plan’s ticket limits.

Platforms

Gorgias supports web, iOS, Android, API, and extension access. Its mobile apps provide push notifications and can create email tickets, but cannot make or receive calls or send images and links in messages. They work for monitoring and basic ticket creation; teams that need agents to handle calls or send rich replies from a phone should plan around those limits.

Who it's for

Gorgias is best suited to ecommerce support teams that need a shared channel inbox and want customer service connected to store operations. Shopify merchants in particular can benefit from seeing order context and taking selected actions inside a ticket. Teams with high or changing agent counts may also appreciate that Helpdesk plans are not priced per agent, while they should still match ticket volume to a plan’s monthly allowance.

It is a weaker fit for phone-heavy support or workflows that depend on sending images and links from mobile. Teams that need to create a help center during evaluation should also account for the trial restriction.

Pros and cons

Pro: Shopify order, customer, and product details appear in tickets, with selected order actions available there; this can make common ecommerce resolutions more direct.

Pro: Email, chat, SMS, WhatsApp, Instagram, and Facebook share one inbox, with routing, prioritization, and Rules to manage repeat work.

Pro: Plans are based on ticket volume rather than agent count, which avoids making each additional agent a direct pricing unit.

Con: Plans span 50 to 5,000 monthly tickets, so teams need to assess ticket volume rather than assume the same plan suits every support workload.

Con: AI Agent resolutions and voice and SMS add-ons introduce usage-based charges that can vary with activity.

Con: The mobile app cannot handle calls or send images and links in messages, limiting it for teams that need full mobile support workflows.

Con: Trial accounts cannot create a help center and have outbound email limits, which narrows what teams can evaluate in 30 days.

Alternatives

For a different approach to self-service, browse Customer Self-Service Software; for automated support, see AI Customer Service Software and AI Customer Service Agents. Teams centered on social channels can compare options in Social Media Customer Service Software, while broader helpdesk choices are collected in Help desk software.

Help Scout is worth considering for a freemium entry point: its free plan includes five users, one Inbox, one Docs site, and 100 contacts per month.

Intercom may suit teams comparing a seat-priced option with a shared inbox and ticketing; its Essential plan is $19 a month, billed annually per seat.

Re:amaze is an alternative for teams looking for unlimited email inboxes and social channels; its Basic plan is $29 a month, billed monthly.

Freshdesk is another option for teams seeking a free entry plan, with a Free program for 1–2 agents for six months.

Whatfix is another paid option with a free plan and free trial.

Genesys Cloud CX is another paid customer-service option, with web, desktop, and mobile platforms.

LiveAgent is another option with a ticketing, live chat, knowledgebase, customer portal, contact forms, and automation plan.

Pega Customer Service is another option with custom pricing and a demo-led buying path.

Verdict

Choose Gorgias if an ecommerce team needs one place to manage support channels and connect tickets to Shopify customer and order work. Its strongest advantage is the ability to bring store context and selected actions into conversations, backed by shared-inbox workflows. Look elsewhere if phone handling or rich mobile messaging matters, and weigh ticket-volume allowances and usage-based charges before settling on a plan.