Our Verdict
Gorgias occupies a specific niche with real clarity: e-commerce customer support, and specifically Shopify. The Shopify integration pulls order data, shipping status, refund history, and subscription status directly into the ticket view-agents can see everything about a customer’s order history without leaving the conversation. Automated responses to ‘where is my order’ type questions handle 20-40% of incoming tickets without agent involvement. Revenue tracking ties support conversations to purchases, making the ROI argument for investing in support quality concrete.
Who Should Look Elsewhere
- Non-e-commerce businesses - Gorgias is specifically built around order data and lacks features for SaaS or service companies
- Businesses that need enterprise-grade SLA management and omnichannel complexity - Zendesk is better suited
- Very small stores with minimal support volume - ticket-based pricing at low volumes makes other tools cheaper
- Brands not on Shopify, Magento, or BigCommerce - the core value depends heavily on e-commerce platform integration
Features Breakdown
Shopify Integration
Gorgias’s Shopify integration is the platform’s defining feature. Every customer ticket displays the customer’s complete order history, current order status, shipping tracking, refund history, and subscription information directly in the ticket sidebar – no tab switching required. Agents can issue refunds, cancel orders, duplicate orders, and update shipping directly from within the Gorgias ticket interface using Shopify’s API. This operational context eliminates the back-and-forth between support and operations that slows down resolution times.
Automation Rules
Gorgias’s automation rules handle the high-volume, low-complexity tickets that consume agent time disproportionately. Common automations: auto-reply to order status questions with live tracking links, close spam tickets automatically, tag VIP customers based on order history, route tickets containing order numbers to the fulfillment team. The automation builder uses e-commerce-specific conditions – order value, order count, subscription status – that generic support tools don’t have access to without custom integrations.
Revenue Statistics
Gorgias tracks when a customer support conversation precedes a purchase and attributes that revenue to the support interaction. This revenue statistics dashboard shows which agents, which channels, and which ticket types are most associated with purchase conversions. For DTC brands trying to justify investment in support quality – staffing, tooling, faster response times – the ability to show ‘our support team influenced $X in revenue last month’ changes the conversation with leadership.
Multi-Channel Inbox
Gorgias consolidates email, live chat, Instagram DMs, Facebook Messenger, SMS, and WhatsApp into a single inbox. All messages appear as unified customer conversations, connecting messages across channels to the same customer profile and order history. This means a customer who messaged on Instagram about an order issue and then emailed a follow-up appears as one ongoing conversation with full context, rather than two separate tickets.
Gorgias Pricing (Verified Apr-26)
Prices verified Apr-26. Always confirm on the vendor's site before purchasing.
| Plan | Type | Starting Price | Key Features |
|---|---|---|---|
| Starter | Small Stores | $10/mo | 50 tickets/month, 3 agents, live chat, email, basic macros |
| Basic | Growing Stores | $60/mo | 300 tickets/month, unlimited agents, automation rules, statistics |
| Pro | Scaling Brands | $360/mo | 2,000 tickets/month, revenue statistics, CSAT surveys, advanced automation |
| Advanced | High Volume | $900/mo | 5,000 tickets/month, dedicated support, priority features |
What We Like
- Deepest Shopify integration in any support platform - full order context in every ticket
- Automation rules handle common e-commerce queries without agent involvement
- Revenue statistics show which support conversations convert to or protect purchases
- Unlimited agents on all paid plans - no per-seat pricing
- Live chat, Instagram, Facebook Messenger, and SMS in one inbox
- Macro (template) system speeds up agent responses to common questions
Watch Out For
- Ticket-based pricing can get expensive for high-volume support teams
- 7-day trial is shorter than most support platforms
- Less suitable for non-e-commerce support workflows
- Phone support requires a third-party integration
Frequently Asked Questions
Before You Buy — Know This
- Gorgias charges per ticket, not per agent. If your ticket volume is high (1,000+/month), model the cost carefully - you may overshoot a plan's included tickets and face overage charges.
- The Shopify integration is the core value driver. If you're not on Shopify, evaluate whether the WooCommerce or Magento integrations provide equivalent order data depth before committing.
- Automated ticket responses (rules and macros) can significantly reduce the ticket volume you're billed for. Set up your automation rules before your trial ends to see the real ongoing cost.
- Gorgias offers a 'Revenue from Support' dashboard that ties conversations to purchases. Getting this working requires the Shopify integration and proper event tracking - factor in setup time.