Gorgias
Gorgias is an ecommerce help desk and conversational AI platform that brings email, chat, social messages and Shopify order data into one support inbox. It is mainly used by online stores to automate routine tickets and handle pre-sale and post-sale questions.
#38 in Business & Finance ToolsHelp Desk SoftwareNo free plan
Who it's for
Best for
Shopify ecommerce brands that want order data and tickets in one place
Support teams answering email, chat, social DMs and voice from one inbox
Not for
- High-volume stores whose ticket counts spike and need flat, predictable pricing
- Teams wanting a hands-off AI agent for complex warranty and technical tickets
Features
AI Agent trained on brand rules
An AI agent pre-trained on ecommerce conversations applies a brand's tone, policies and SOPs with guardrails. Complex cases hand off to human agents with full context.
Native Shopify data
Shopify orders, accounts and products appear inside the ticket without leaving the helpdesk, alongside 300+ integrations such as Recharge, Klaviyo and Yotpo.
Revenue attribution reporting
Reporting shows how much revenue support conversations generate, alongside automation rates and team performance, tying support work directly to sales.
AI coaching and ticket routing
Proactive coaching tips help agents improve with every conversation, while tickets are routed, assigned and managed across the team for collaboration.
What users say
Pros
- Every ticket opens with order history and lifetime spend beside the conversation, removing tab-switching to the store admin.
- Automations and macros answer roughly 40% of inquiries instantly and noticeably cut handling time.
- Email, live chat, social DMs and voice messages all land in one inbox, with teammates tagged on tickets.
- Revenue attribution ties conversations to actual sales, so managers can report a revenue figure for the team.
Cons
- The AI agent needs heavy training and still sends wrong answers that agents must apologise for after handoff.
- The forced layout change merges separate sections into one cluttered screen and adds an always-on AI button that cannot be hidden.
- Billing counts automated order-tracking emails as tickets, so the monthly cost climbs with volume instead of headcount.
- AI replies are billed per conversation at roughly $1.50, so a busy month can produce a four-figure bill.
- Inquiries go through an AI bot, get an automated acknowledgement, and then sit unanswered for weeks or months.
- The Shopify connection shows only basic order and account data, with no B2B and retail distinction and no live cart contents.
A selection of the review sources we used:
Summarized from public user reviews and community discussions. View details
Global Traffic Rank
Top 1M
Alternatives
Rank#38 in category#2 in category#30 in category#32 in category
Free planNoYesYesNo
ProShopify order context, 40% automation, one inbox, revenue reportsMulti-channel ticketing, automation, low cost, Zoho integrationsFast onboarding, shared inbox, saved replies, reports, AI draftsOne inbox for every channel, routing automation, ticket history
Better forPer-agent pricing from $19/month for general IT and cross-industry teams that want to avoid ticket-volume spikes
Weaker atIn-ticket Shopify order actions and attributing support conversations directly to ecommerce sales