Gorgias reviews

E-commerce helpdesk with deep Shopify integration and automatic resolution AI.

About

In practice. What you can do with Gorgias.

Gorgias centralizes customer conversations (email, chat, social, SMS) with Shopify integration so deep that agents can refund, edit an order, or manage a subscription directly from the helpdesk, with no tab switching.

Its pricing is notoriously complex: each AI interaction is billed both as an AI charge ($0.90-1) AND as a helpdesk ticket — double billing that can catch teams off guard. The AI agent also remains exclusively Shopify-only, even though the classic helpdesk supports other platforms.

Practical uses

Centralize multi-channel customer support for Shopify store.
Automate FAQ responses and order issues.
Analyze support's revenue impact (upsell, retention).

Features & use cases

Helpdesk

Pros and cons. What Gorgias does well, and what to expect.

Pros

Powerful AI Agent, pre-trained for e-commerce.
No per-agent pricing (free team scaling).
Native Shopify integration and 300+ apps.
Revenue attribution and real-time AI coaching.

Cons

Ticket-based pricing (costs rise quickly with volume).
No free plan or extended trial.
Optimized for Shopify (less flexible elsewhere).
AI may require fine-tuning for specific context.

When it makes sense. Keep Gorgias, or challenge it?

Keep if

You run a Shopify e-commerce store with customer support.
You want to automate support responses substantially.

Gorgias becomes worthwhile when

You use it at least once a week
The monthly cost ($15) is small next to the time it saves you

Challenge if

You don't have a Shopify store (primary integration).
Your ticket volume is very low.

Gorgias becomes too expensive when

You use it less than once a month
A simple free version or a tool already in your stack would do

Our verdict. What to know about Gorgias.

Why this verdict

Average

Gorgias is fairly easy to replace with an alternative, no free tier to test before paying, clearly documented use cases.

GorgiasFrom €15/mo

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