Gorgias
An AI-powered helpdesk built for ecommerce brands that want faster support and less manual ticket work.
Independent overview by new Mantra · updated July 22, 2026
- Category
- Customer Service
- Pricing
- Starter $10/mo (50 tickets), Basic $60/mo, Pro $360/mo, Advanced $900/mo; AI resolutions ~$1 each
- Implementation
- 1-2 weeks
- Adoption risk
- Low
- Integrates with
- Shopify, Magento, BigCommerce, Klaviyo, Recharge
What Gorgias does
Gorgias is a customer support platform designed specifically for online retailers. It pulls together conversations from email, chat, SMS, WhatsApp, Instagram, and Facebook into a single inbox, so your team stops jumping between tabs and starts seeing every customer interaction in one place. Order details, purchase history, and store data surface automatically inside each conversation.
The platform includes an AI agent that can handle routine incoming questions on its own — things like order status, returns, and shipping inquiries — without a human needing to respond. When a question needs a person, it hands off cleanly with the full conversation context already in place. Teams using the automation features have reported resolving more than half of their incoming tickets automatically.
Gorgias connects natively with Shopify and also supports Magento and BigCommerce, along with tools like Klaviyo and Recharge. Agents can take actions — applying discounts, cancelling orders, or flagging upsell opportunities — directly from inside a ticket, without leaving the platform. There is also built-in reporting that tracks how support interactions contribute to revenue.
Key capabilities
Unified Omnichannel Inbox
Email, chat, SMS, WhatsApp, Instagram, and Facebook messages all arrive in one shared inbox. Your team works from a single view instead of managing separate tools for each channel.
AI Agent for Routine Tickets
An AI agent handles common, repetitive questions automatically — resolving them without agent involvement. It is trained on your store data and can be configured to follow your own policies and brand tone.
Native Ecommerce Integrations
Gorgias connects directly with Shopify, Magento, and BigCommerce, bringing order and customer data into every conversation. It also integrates with tools like Klaviyo and Recharge without custom development work.
In-Conversation Store Actions
Agents can cancel orders, issue discounts, or flag upsell opportunities without switching to another system. Every action happens inside the support ticket itself.
Revenue and Performance Reporting
Built-in attribution reporting shows how much revenue your support conversations are generating. Teams can track automation rates and agent performance from the same dashboard.
Agent Coaching and Escalation Handling
The platform offers real-time tips to help support agents improve as they work. When AI cannot handle a question, it escalates to a human with full context already attached.
Best for
- Ecommerce businesses running on Shopify, Magento, or BigCommerce that want support and store data in one place
- Teams spending significant time on repetitive tickets like order status, returns, and shipping questions
- Small to mid-sized support teams looking to handle growing ticket volume without proportionally growing headcount
- Brands that want AI-assisted support but need it to follow their specific policies, tone, and workflows
- Operations where support is also expected to contribute to sales — upselling, recovering carts, or guiding purchase decisions
Worth knowing
- Gorgias is built around ecommerce; businesses outside retail or without an online store will find limited value in many of its core features
- The AI resolution fee of roughly one dollar per automated resolution can add up quickly at high ticket volumes — worth modelling against your current support cost before committing
- The entry-level plan covers only 50 tickets per month, so growing brands typically need to step up to higher tiers; costs rise meaningfully as volume scales
- Most teams are up and running within one to two weeks, but you will need time to connect your store, configure workflows, and train staff on the platform before the automation pays off
- Deep functionality depends on Shopify integration; brands on other platforms will have access to fewer native features and may need to assess integration depth carefully before signing up
Related tools
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