Gorgias

Name: Gorgias
Brand: Gorgias

Helpdesk that centralizes e‑commerce support tickets with order data.

softwareCustomer Supporte-commercehelpdeskcustomer support

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Our Verdict

Best for

E‑commerce brands that need order data in a unified inbox

Skip if

Teams requiring a free plan or extensive ticket UI customization

What is Gorgias?

Gorgias is a customer support helpdesk built for e‑commerce brands, centralizing support tickets from email, chat and social channels alongside order data. It lets agents view purchase details directly in the ticket, enabling faster, more personalized responses. The platform offers automation, macros, and analytics to streamline workflows, and integrates natively with major storefronts and marketing tools, helping online stores reduce response times and improve customer satisfaction.

SpecificationsAI-estimated

deploymentCloud/SaaS

open source❌ No

api available✅ Yes

support optionsEmail, Live Chat

key integrationsShopify, Magento, BigCommerce, WooCommerce, Klaviyo, Zapier

Key Features of Gorgias

Agents can view order details, shipping status, and customer purchase history directly within each ticket.

Supports inbound messages from email, live chat, Facebook Messenger, Instagram, and SMS in a single unified inbox.

Automation rules can auto‑assign tickets, send predefined replies, or trigger actions based on order events.

Custom macros let agents insert personalized responses and perform bulk actions with a single click.

Built‑in analytics dashboard tracks response times, ticket volume, and CSAT scores for continuous improvement.

Native integrations with Shopify, Magento, BigCommerce, WooCommerce, and other e‑commerce platforms.

API access enables custom workflows and connections to third‑party CRMs or ERP systems.

Collaborative internal notes let multiple agents coordinate without exposing information to customers.

Use Cases for Gorgias

Order‑related inquiries

Answer shipping, refund, and product questions using real‑time order data.

Social media support

Handle Facebook and Instagram messages alongside email tickets in one inbox.

Automated FAQ responses

Use automation rules to instantly reply to common questions and free up agent time.

Performance reporting

Track support metrics to identify bottlenecks and improve customer satisfaction.

Pros & Cons of Gorgias

Pros

Order data displayed directly in tickets
Unified inbox for multiple channels
Powerful automation and macros
Deep native e‑commerce integrations

Cons

No free tier; only paid plans after trial
Limited customization of ticket UI
Advanced reporting requires higher‑tier plan

Frequently Asked Questions

Does Gorgias integrate with Shopify?

Yes, Gorgias offers a native Shopify integration that syncs order details and customer information.

Can I automate ticket routing?

Yes, you can set up automation rules to assign tickets based on channel, keyword, or order status.

Is there an API for custom integrations?

Gorgias provides a RESTful API that allows you to create, update, and retrieve tickets and contacts.

What support channels does Gorgias offer?

Support is available via email, live chat, and a knowledge base, with priority response for paid plans.

Pricing Overview

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Paid (Subscription)

Detailed plans are not listed. Visit the official website for pricing information.

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