Gorgias

Gorgias is the AI-powered helpdesk built for e-commerce, unifying customer conversations and automating support directly tied to store data.

Overview

Gorgias connects to Shopify, Magento and other commerce platforms so every support interaction carries order, shipping and customer context. Its AI Agent resolves routine tickets — order status, returns, address changes — while machine-learning automations tag, route and prioritize the rest. The helpdesk unifies email, chat, phone and social into one timeline, and revenue statistics show which support interactions drive sales. Macros, self-service widgets and a help center round out the toolkit for lean support teams.

Key Features

• Deep e-commerce integrations with order actions inside tickets
• AI Agent resolving routine support requests autonomously
• Unified inbox across email, live chat, phone and social
• Revenue tracking that connects support to sales
• Self-service widgets and help center
• Automation rules for tagging, routing and prioritization

Pricing

Gorgias prices plans by ticket volume, with tiers adding AI Agent resolutions, revenue reporting and advanced automation. A free trial is available.

Who Is It For

It serves online retailers and DTC brands whose support teams need to move fast and turn service into a sales channel.

How It Works

Connect your store so every conversation carries order and shipping context, letting agents refund, cancel or edit without switching tools. The AI Agent resolves routine requests autonomously while automation rules tag and route the rest. Revenue reporting connects support interactions to sales, and self-service widgets deflect common questions before they reach the inbox.

In Practice

Store teams should map their top ticket types to automations in the first month; the compound savings justify the migration. Use revenue attribution in agent coaching — support conversations that convert are a skill worth teaching. During peak seasons, extend the AI Agent’s scope temporarily to absorb surges without temporary hires.

FAQ

Is Gorgias free to use?

Gorgias is paid, with plans based on monthly ticket volume; a free trial helps teams estimate the right tier.

Does Gorgias offer an API?

Yes, Gorgias has a well-documented REST API and app ecosystem for customizing e-commerce support workflows.

How does Gorgias compare to alternatives?

Unlike general helpdesks, Gorgias is commerce-native — order data and sales impact live at the center of every feature.

Can Gorgias automate refund requests?

Yes, the AI Agent and automation rules handle routine refund and return requests within your policy limits, escalating exceptions to human agents. During peak seasons this keeps response times short without temporary staffing.