Gorgias
The ecommerce helpdesk with a built-in AI Agent that turns support into revenue.
For Shopify brands with over 500 monthly support tickets, Gorgias is the most ecommerce-native AI helpdesk, blending deep Shopify integration with a revenue-focused AI Agent. Its ticket-based pricing and ecommerce-only focus make it a poor fit for small stores or non-ecommerce businesses. If you're on Shopify and want automation plus revenue attribution, it's the best-in-class choice.
Verified 12h ago · liveness 84/100 · cite: rightaichoice.com/tools/gorgias
- Shopify brands with 500+ monthly support tickets seeking automation above 50%
- Ecommerce teams wanting to convert support conversations into upsells and revenue
- DTC brands needing a unified inbox across email, chat, SMS, and social with full order context
- High-volume brands (Advanced/Enterprise) that need peak-ready automation during BFCM
- Small stores with under 100 tickets/month needing a free or ultra-budget helpdesk
- Non-ecommerce businesses (SaaS, B2B, services) without Shopify or order workflows
- Brands wanting a simple FAQ chatbot without a full helpdesk CRM
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Skip Gorgias if you're a non-ecommerce business (SaaS, B2B, services) that doesn't need Shopify order context, or if your support volume is tiny (under ~100 tickets/month) and you're not ready to invest in AI automation.
Overage fees: after your plan's included tickets (e.g., 50 on Starter), each additional ticket costs $0.40–$0.36, which can add up quickly at high volume.
Gorgias's pricing fits scaling Shopify brands that value AI automation and revenue attribution—it's more expensive than simple helpdesks like Zendesk's base plans, but it includes the AI Agent and deep ecommerce integrations, making it a strong value for high-volume stores.
In short
Gorgias — The ecommerce helpdesk with a built-in AI Agent that turns support into revenue. Best for Shopify brands with 500+ monthly support tickets seeking automation above 50%, Ecommerce teams wanting to convert support conversations into upsells and revenue, DTC brands needing a unified inbox across email, chat, SMS, and social with full order context. Free to start; paid plans from $40/mo.
What's new in Gorgias
Checked todayAcross the latest 4 updates: 3 feature updates and 1 pricing change.
Gorgias MCP (open beta) now available
Gorgias introduced an open beta for its MCP (Model Context Protocol), allowing you to query helpdesk data from AI tools like Claude, ChatGPT, and Cursor.
AI Agent now included on all plans
Gorgias made AI Agent available on every pricing plan, with usage-based pricing beyond included automated interactions.
Pro plan price updated
The Pro plan price increased from $500/mo to $550/mo (or $471/mo annually).
Voice and SMS add-ons
Gorgias added Voice and SMS as paid add-ons, with pricing scaling by usage.
What people actually say about Gorgias — is it worth it?
We ran a structured research pass across product reviews, community discussions, and post-purchase forum threads to surface the patterns vendors won't publish themselves. Below: the recurring strengths, the hidden costs people mention most, and the cohort that consistently regrets adopting this tool.
60 mentions across 5 sources (Hacker News, YouTube, Product Hunt, Bluesky, Lemmy) · researched Jul 25, 2026.
- +Tight Shopify integration for direct order actions like refunds and cancellations.
- +AI agent automates up to 60% of support tickets, reducing manual work.
- +Unified inbox across email, chat, SMS, Instagram, and Facebook.
- +Pre-trained on 1 billion ecommerce conversations, improving relevance.
- +Revenue attribution reports show impact of support on sales.
- −Non-working hours rule has bugs causing tickets to be postponed incorrectly.
- −Setup can be non-intuitive, especially for views and sections.
- −Pricing is high for very small Shopify stores on tight budgets.
- −Free plan is too limited to evaluate full AI capabilities.
- −Some users find the chat window styling hard to customize.
- • AI automation requires an additional monthly fee on lower tiers.
- • Overage charges for exceeding ticket limits can add up.
Viability Score
How well maintained and how widely used is Gorgias? Built from what the vendor actually publishes (docs, changelog, tutorials, integrations, pricing), whether the site is live, and how much real users discuss it. How we calculate this
Last calculated: August 2026
How we score →Key Features
- Unified omnichannel inbox (email, live chat, SMS, WhatsApp, Instagram, Facebook, TikTok Shop)
- AI Agent pre-trained on 1B+ ecommerce conversations and 18+ verticals
- Automate up to 60% of support tickets with AI
- Native Shopify integration with live order, customer, and product data
- In-conversation order actions: cancel, discount, refund, upsell
- Proactive chat campaigns based on shopper behavior
- AI coaching with real-time agent tips
- Revenue attribution reporting
- Customizable AI guardrails (tone, policies, SOPs)
- Gorgias MCP (open beta) to query data from Claude, ChatGPT, Cursor
- Flows with AI Agent for automated workflows
- Help Center / FAQ with up to 10 help centers
- Macros, rules, intent & sentiment detection
- Voice support (add-on)
- API with rate limits (2 requests/sec standard, 4/sec on Enterprise)
About Gorgias
Gorgias is a conversational AI platform built specifically for ecommerce brands, unifying email, live chat, SMS, WhatsApp, Instagram, Facebook, and TikTok Shop into a single inbox with full Shopify order context. Its AI Agent is pre-trained on 1B+ ecommerce conversations across 18+ verticals, so it understands order status, returns, and shipping from day one. You can enforce your tone and policies with guardrails, and the agent can automate actions like canceling orders, issuing refunds, or applying discounts. Beyond automation, Gorgias includes proactive chat campaigns, AI coaching that gives agents real-time tips, and revenue attribution reporting so you can see exactly how support drives sales. The platform scales from 50 to 5,000+ tickets per month, never priced per agent, with plans starting at $40/mo. A recent MCP open beta lets you query helpdesk data from Claude, ChatGPT, or Cursor. Compared to generic helpdesks like Zendesk or Intercom, Gorgias is the most ecommerce-native option, with a deep Shopify integration and a revenue-focused AI Agent that automates up to 60% of support tickets.
Behind the Verdict
Gorgias stands out in the crowded helpdesk market with its relentless focus on ecommerce, particularly Shopify. The native Shopify integration is a real differentiator: orders, customers, and products appear directly in the conversation, and agents can take actions like canceling, discounting, or refunding without switching tabs. For brands drowning in repetitive WISMO (Where Is My Order) tickets, the AI Agent, pre-trained on 1B+ ecommerce conversations, can resolve a large portion instantly, freeing your team for higher-value interactions. However, the pricing model requires careful scrutiny. Ticket-based and per-automated-interaction costs can balloon as volume grows, especially if your AI handles lots of simple queries. The Starter tier's 50-ticket limit is extremely tight, and even the Pro tier's 2,000 tickets may not suffice for high-growth brands, pushing you toward Advanced or Enterprise. Overage fees add up: $0.40 per extra ticket and $1.50 per automated interaction beyond the included quota. Where Gorgias really shines is the AI Agent with guardrails and actions. You can set brand voice, policies, and SOPs, and the agent can execute actions like issuing refunds within your rules. This isn't just a chatbot—it's a hands-on assistant that can close the loop. The revenue analytics, built in on Pro and above, let you attribute revenue to support conversations, which is a compelling argument for investing in CX. AI coaching gives real-time tips to agents, improving quality on every interaction. But if you're not an ecommerce brand, or if you're a tiny store with low volume, Gorgias will feel expensive and misaligned. There are cheaper per-mailbox options, and generic helpdesks like Zendesk offer more flexibility for non-ecommerce workflows. Also, while Gorgias claims to support non-Shopify platforms, the deep native integration is reserved for Shopify—big advantage there. In a head-to-head, Gorgias vs. Zendesk: Zendesk is a Swiss army knife for support, but it lacks the ecommerce context and AI Agent tuned to retail. Intercom excels at in-app messaging and SaaS, but doesn't understand order status or returns naturally. Gorgias is the one that speaks ecommerce fluently. For teams ready to invest in automation and measure its ROI, Gorgias can be a growth engine. For those needing a simple free tier or non-ecommerce support, look elsewhere.
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Real-world workflow fit
Concrete scenarios for the personas Gorgias actually fits — and what changes day-one when you adopt it.
On day one, connect your Shopify store, import your knowledge base and macros, and let the AI Agent handle repetitive WISMO tickets.
Outcome: AI Agent resolves 60% of incoming tickets instantly, freeing agents for complex issues; you see automation stats and ROI in the dashboard.
Set up proactive chat campaigns to engage shoppers showing high intent, and use the AI Agent to upsell based on order history.
Outcome: You capture revenue that would otherwise be lost, with AI-driven sales interactions delivering ROI.
Configure the AI Agent to handle peak volumes with guardrails, and rely on Advanced plan's peak-ready automation to avoid burnout.
Outcome: Your team handles the holiday surge without dropping conversations, maintaining high CSAT even at 10x volume.
Use Cases
- Automating order status and shipping inquiries for a DTC brand, reducing WISMO tickets by 60%
- Proactively upselling products based on customer context during support conversations
- Managing returns and exchanges through automated workflows with Loop Returns integration
- Consolidating customer conversations from Instagram, email, live chat, and WhatsApp into one inbox
- Using AI coaching to improve agent performance and reduce training time
- Measuring support team's direct revenue impact with attribution reports
Models Under the Hood
as of 2026-08-14
Limitations
- Gorgias's AI Agent incurs a $1.50 fee per automated interaction beyond the included quota, and overage tickets cost $0.40 each (or $0.36 on higher tiers).
- The Starter plan is limited to 50 tickets/month, which is restrictive even for small stores.
- The platform is built for ecommerce, with a native Shopify integration, though non-Shopify ecommerce brands may still use it via other channels.
- The API rate limit is 4 requests per second on Enterprise, implying lower limits on other plans.
as of 2026-08-14
Verification history
We have re-verified Gorgias 16 times since . Each pass re-reads the vendor's own pages and re-checks every listed field against that evidence; passes where nothing had changed are marked as such.
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
- — re-verified summary, description, our verdict, our analysis, pricing model, pricing tiers, features, integrations, who it suits, who should skip it
Showing the 6 most recent of 16 verification passes.
Free to cite with attribution — this page re-verifies continuously.
12-month cost
Project the real annual outlay, including the implied monthly cost when only an annual tier is published.
Vendor list price only. Add-on usage, seat overages, and contract minimums are surfaced under Hidden costs & gotchas.
Plans compared
For each published Gorgias tier: who it actually fits, and what it adds vs. the previous tier. Cross-reference the cost calculator above for projected annual outlay.
Starter
$40/mo
Ideal for
Small ecommerce brands with under 50 support tickets per month that want to centralize email, live chat, and social channels without a big commitment
What this tier adds
Starting tier: includes 50 tickets and 30 automated interactions, plus email, live chat, contact form, Facebook, Instagram, TikTok Shop. No advanced automation or analytics.
Basic
$90/mo (or $77/mo billed annually)
Ideal for
Growing brands with 50–300 monthly tickets that are ready to add macros, rules, and intent detection to streamline support
What this tier adds
Adds 300 tickets, 30 automated interactions (more than Starter), macros, rules, intent & sentiment detection, and includes 500 user seats.
Pro
$550/mo (or $471/mo billed annually)
Ideal for
Scaling brands with up to 2,000 tickets per month that want revenue analytics and chat campaigns to drive sales alongside support
What this tier adds
Upgrades to 2,000 tickets and 190 automated interactions, adds revenue analytics, chat campaigns, flows with AI Agent—the most popular tier.
Advanced
$1,430/mo (or $1,227/mo billed annually)
Ideal for
High-volume brands (5,000 tickets/mo) that need peak-ready automation for BFCM and dedicated support to manage surges
What this tier adds
Includes 5,000 tickets and 530 automated interactions, peak-ready automation, and dedicated support—plus lower ticket overage cost ($0.36).
Enterprise
Custom
Ideal for
Large brands with 5,000+ monthly conversations that require advanced security (SSO, audit logs, SCIM) and custom contracts
What this tier adds
Unlimited tickets, SSO (SAML) and audit logs, unlimited Help Centers, API at 4 req/sec, custom DPA/MSA, and a dedicated CSM and solutions architect.
Where the pricing makes sense
The company stage and team size where Gorgias's pricing actually pencils out — and where peers do it cheaper.
Gorgias's pricing fits scaling Shopify brands that value AI automation and revenue attribution—it's more expensive than simple helpdesks like Zendesk's base plans, but it includes the AI Agent and deep ecommerce integrations, making it a strong value for high-volume stores.
Setup time & first value
How long it actually takes to get something useful out of Gorgias — broken out by persona, not the marketing-page minute.
Most Shopify brands can be live in under an hour—connect your store, import channels, and train the AI with your knowledge base. Reach 50% automation in about 50 days with the 50-in-50 program.
Switching to or from Gorgias
How to bring data in from common predecessors and how to get it back out — written for the switcher, not the buyer.
- →From Zendesk: Use Gorgias's migration tools to import your tickets, macros, and customer data, then connect your Shopify store and channels.
- →From Freshdesk: Export tickets and users, then import into Gorgias via CSV or API; set up macros and rules to recreate workflows.
- ↗To Zendesk: Export your tickets and customer data via API, then import into Zendesk; you'll need to rebuild macros and integrations.
- ↗To Gorgias competitor like Zoho Desk: Use CSV exports of tickets and data, then manually configure workflows.
Integrations
Resources & Guides
- Resourcegorgias.com
CX & Ecommerce Content
Helpful link from gorgias.com
- Guidegorgias.com
CX & Ecommerce Content
In-depth how-to from gorgias.com
- Resourcegorgias.com
The Conversational AI platform for Ecommerce
Helpful link from gorgias.com
- Resourcegorgias.com
Combine Gorgias & your favorite apps to support your shoppers
Helpful link from gorgias.com
- Resourceacademy.gorgias.com
Sana
Helpful link from academy.gorgias.com
- Resourcehelp.gorgias.com
help.gorgias.com
Helpful link from help.gorgias.com
- Resourcecommunity.gorgias.com
community.gorgias.com
Helpful link from community.gorgias.com
Tutorials & Learning
Official links
Tools that pair well with Gorgias
Common stack mates teams adopt alongside Gorgias, with the specific reason each pairing earns its keep.
Featured Head-to-Head Comparisons
Gorgias vs Salesforce Ai
If you're a high-volume Shopify brand wanting to automate support and boost revenue from conversations, Gorgias is the purpose-built winner. For large enterprises already on Salesforce needing AI across sales, service, and marketing, Salesforce AI is the obvious choice. Don't choose Salesforce if you're not already in its ecosystem; don't choose Gorgias if you're not ecommerce.
Gorgias vs Helpscout
For Shopify-focused ecommerce brands seeking deep order integration and high automation rates, Gorgias is the clear winner — its AI Agent is purpose-built for ecommerce and can upsell within conversations. Help Scout offers a more versatile, affordable AI help desk for teams that want simplicity, a free plan, and strong AI drafting tools, but lacks native Shopify order actions. Choose based on your platform and automation depth needs.
Gorgias vs Intercom
For Shopify ecommerce brands that live and breathe order management, Gorgias is the clear winner with native order actions and ecommerce-trained AI. For companies seeking a broader, AI-first helpdesk with phone and advanced automation, Intercom offers a more versatile platform, especially with recent phone and Shopify updates. Choose Gorgias if ecommerce depth is non-negotiable; choose Intercom for cross-industry scalability and a stronger phone/email automation suite.
Gorgias vs Zendesk
For Shopify DTC brands seeking ecommerce-native automation and revenue attribution, Gorgias wins with its pre-trained AI and order management. For larger enterprises needing a full-service platform with AI agents, workforce management, and multi-industry capabilities, Zendesk is the safer bet—especially with its recent $100M startup program and Forethought acquisition boosting AI automation.
Gorgias vs Tidio
For high-volume Shopify brands seeking deep order management and revenue attribution, Gorgias is the clear winner with its ecommerce-native AI and unified omnichannel inbox. But if you're a smaller ecommerce store or SMB wanting an affordable, easy-to-setup AI agent with a resolution guarantee, Tidio offers a more budget-friendly and versatile entry point. Choose based on your ticket volume and need for Shopify-native operations.
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