Gorgias Review
Gorgias is purpose-built for ecommerce support. Its headline differentiator is the depth of Shopify action-taking: agents can view order history, customer lifetime value, VIP status, and then issue refunds, cancel orders, edit shipping addresses, and duplicate orders without leaving the helpdesk. An omnichannel inbox covers email, live chat, SMS, WhatsApp, and social media (Facebook, Instagram, TikTok), and 150+ app integrations connect to Klaviyo, Attentive, Yotpo, and ReCharge. Pricing is ticket-based - any conversation with at least one reply from a human agent, automation rule, or AI Agent is billable. This means adding agents costs nothing extra, which is especially useful for seasonal staffing. The AI Agent add-on ($1.00/resolved conversation monthly) handles order status, returns, and shipping queries autonomously. Main weaknesses are billing unpredictability during volume spikes and an analytics dashboard that is too technical for frontline team leads.
- Category: customer support
- Pricing model: usage_based
- Starting price: Starter at $10/mo (50 tickets/mo); Basic $60/mo (300 tickets/mo); Pro $360/mo (2,000 tickets/mo); ticket-based pricing with AI Agent add-on at $1.00/resolved conversation · as of June 2026
- Free plan: No
Best for
- Growing Shopify-first DTC brands ($1M-$50M GMV) with moderate-to-high support volume
- Teams wanting order-management actions (refunds, cancellations, edits) inside the helpdesk without switching tabs
- Brands moving off shared inboxes or Freshdesk looking for a Shopify-native upgrade
Not best for
- Multi-channel retailers with equal presence on Amazon/eBay/Walmart - shallow non-Shopify integrations
- Enterprise teams needing HIPAA compliance, complex SLA management, or workforce management
- Very early-stage stores with under 50 tickets/month - value is limited at the Starter tier
Key features
- Deep bi-directional Shopify integration: view order history, customer LTV, VIP status; issue refunds, cancel, edit orders from the ticket
- Unified omnichannel inbox: email, live chat, SMS, WhatsApp, Facebook, Instagram, TikTok
- Macros and automation rules for ticket triage, tagging, and auto-responses
- AI Agent (add-on, $1.00/resolved conversation): handles order status, returns, and shipping queries autonomously
- Revenue statistics and attribution: tracks which support conversations led to purchases (Basic+)
- 150+ app integrations including Klaviyo, Attentive, Yotpo, ReCharge
Pros and cons
Pros
- Best-in-class Shopify action depth for any helpdesk - agents close support loops entirely inside Gorgias
- Ticket-based pricing means adding agents costs nothing extra - useful for seasonal staffing
- Strong documentation, onboarding support, and migration guides from Zendesk/Freshdesk
Cons
- Ticket-based pricing is unpredictable - BFCM spikes and product launches can cause sharp monthly bill increases
- Automation rules require significant setup and troubleshooting; not plug-and-play
- Analytics dashboard is too technical for frontline team leads; limited native reporting vs. enterprise tools
Alternatives
Enterprise-grade customer support platform with per-agent pricing, advanced SLA management, and a 1,500+ app ecosystem.
Live chat and AI chatbot platform with a genuinely functional free plan - fastest setup in category, ideal for early-stage Shopify stores.
Support and lifecycle messaging platform with powerful proactive engagement tools - best for subscription and SaaS-adjacent DTC brands.
Compare & Gorgias alternatives
FAQ
- Does Gorgias have a free plan?
- No, Gorgias does not offer a free plan.
- Who is Gorgias best for?
- Growing Shopify-first DTC brands ($1M-$50M GMV) with moderate-to-high support volume; Teams wanting order-management actions (refunds, cancellations, edits) inside the helpdesk without switching tabs; Brands moving off shared inboxes or Freshdesk looking for a Shopify-native upgrade.