Gorgias is a help desk built specifically for ecommerce, especially brands on Shopify. Founded in 2015 in San Francisco, it unifies customer support across email, chat, social and SMS, and integrates deeply with ecommerce platforms so agents see orders, can issue refunds, edit orders and answer common store questions without leaving the help desk. For an online store, that order context and automation of routine queries like where is my order is the core value, turning support into a driver of sales and retention.
Gorgias's distinction is its ecommerce focus and automation. Rather than a general help desk, it understands the store, its orders and its customers, and uses that to automate a large share of repetitive queries and even support revenue through on site campaigns. For DTC and ecommerce brands, that specialisation beats a generic tool.
Gorgias is best for ecommerce and DTC brands, especially on Shopify, that want support tightly integrated with their store, with order context and automation of common queries. It suits online retailers handling high volumes of order related questions. It is a weaker fit for B2B or non ecommerce support, where Zendesk, Freshdesk or Help Scout fit, and for businesses not selling online, where store integration adds no value.
The core strengths are deep ecommerce integration for viewing and acting on orders inside the help desk, omnichannel support across email, chat, social and SMS, automation that answers common store queries, and on site campaigns that can drive sales. Gorgias adds AI that resolves routine ecommerce questions, macros and rules, and revenue tracking tied to support. Its store integration and ecommerce automation are its defining advantages.
Gorgias offers a trial and prices primarily on ticket volume rather than agents, which suits ecommerce teams handling many simple queries. Plans typically run from a low Starter tier around 10 US dollars a month, Basic around 60, Pro around 360, and Advanced around 900, scaling with monthly tickets, plus AI automation that may add cost. Because it prices on tickets, cost grows with support volume rather than headcount. Confirm current figures on the Gorgias pricing page.
Gorgias integrates deeply with Shopify, Magento and BigCommerce, plus social, SMS and marketing tools, so agents act on orders and support connects to the store and marketing stack. Its ecommerce integrations are central, since its whole value is understanding and acting on the store from within support.
Gorgias has invested in AI that automatically resolves common ecommerce queries, such as order status and returns, and assists agents, deflecting a large share of routine tickets. Its AI is tuned to ecommerce scenarios, which makes it more effective for stores than a generic assistant.
Gorgias is designed for ecommerce operators, with an interface and automations suited to store support, and it provides onboarding and support. Its G2 reviews praise the Shopify integration and automation, with ticket based pricing and the ecommerce specific focus the main considerations.
For an ecommerce or DTC brand, especially on Shopify, that wants support integrated with the store and automation of routine queries, Gorgias is one of the strongest purpose built choices available. The main cautions are that it is ecommerce specific, so B2B and non store businesses should look elsewhere, and that ticket based pricing scales with support volume, which high volume stores should model.
These help desk & customer support tools come up most often against Gorgias.
Enterprise ticketing and omnichannel customer support suite
Cloud help desk with AI ticketing and automation
Context-aware help desk in the Zoho ecosystem