At a glance
An ecommerce-native helpdesk that unifies email, chat, social, voice, and SMS in one inbox with deep Shopify data and a conversational AI Agent. Built specifically to resolve and automate ecommerce tickets (orders, refunds, WISMO) without leaving the helpdesk; scales from 100 to 100,000+ tickets/month on the same platform.
Who it fits
Best forGrowing Shopify and Shopify Plus brands handling meaningful ticket volume (hundreds to tens of thousands of tickets/month) that want native commerce automation.
Skip ifVery small stores with a handful of monthly tickets; B2B/IT support use cases; brands that primarily need internal ITSM ticketing rather than commerce CX.
Pros & cons
- Best-in-class Shopify-native helpdesk integration
- AI Agent autonomously resolves a large share of tickets
- Macros/rules speed up support workflows
- Pricing is ticket-based and gets expensive quickly
- Support response from Gorgias itself can be slow
- Analytics challenging for non-technical team leads
Pricing
Starting price
$10/mo
- up to
- —
- Model
- tiered
Pricing source: www.gorgias.com/pricing
Features
AI Agent (autonomous resolution)
AIFully resolves customer email/chat/SMS conversations end-to-end on Shopify
- AI kind
- LLM agent grounded on Shopify orders and KB
- plan
- ADD-ON: $0.90/interaction annual or $1.00/interaction monthly (Shopify only)
Shopping Assistant (pre-purchase AI)
AIAI chats with shoppers, recommends products, applies discounts, edits orders
- AI kind
- generative shopping agent
- plan
- Part of AI Agent ADD-ON; Shopify only
Ticket-Based (not seat-based) Pricing
Unlimited agent seats on all paid plans; billed by ticket volume
- plan
- Starter $10 / Basic $60 / Pro $360 / Advanced $900
Revenue Statistics
Attributes support conversations to revenue and tracks support's revenue impact
- plan
- Pro plan and above
Flows (no-code automation)
Visual flow builder for automating common customer requests
- plan
- Basic plan and above
Voice Channel
Inbound and outbound voice support inside the helpdesk
- plan
- ADD-ON priced by ticket volume
SMS Support Channel
Two-way SMS support tickets in the unified inbox
- plan
- ADD-ON; required for AI Agent on SMS
Shopify-Native Order Actions
Edit orders, issue refunds, cancel orders directly from the ticket view
- plan
- All plans (Shopify integration)
150+ Integrations
Pre-built deep integrations with Klaviyo, Recharge, Loop Returns, Yotpo, and the Shopify retention stack
- plan
- All plans
Shopify integration
Yes — deep native Shopify integration; Shopify App Store; Built-for-Shopify; per Gorgias, the only certified customer service platform for Shopify Plus merchants; one-click install; orders/customers/store data live inside Gorgias natively; OpenAI partnership for the AI Agent
Integrations
External platforms
- Shopify
- Messenger
- Zapier
- Make
- OpenAI
- Aircall
- Amazon Seller Central
- eBay
- Walmart
- NetSuite
- Magento
- BigCommerce
- ShipBob
Rating breakdown
Ease of use
9.0/10
[H] hands-on
Features
8.9/10
[H] hands-on
Value
7.8/10
[I] inferred
Support
8.7/10
[H] hands-on
External ratings
G2
4.6/5
547 reviews
Shopify App Store
4.4/5
750 reviews
What operators say
“Our transition from Salesforce to Gorgias was a breeze, since it integrates so seamlessly with Shopify.”
G2 · 2026-03-02
“We have been using Gorgias for about 7 years and the last few years the customer service has been terrible.”
Shopify App Store · 2026
“It is priced too high compared to the rest of the market, and its support is not helpful.”
G2 (via Hiver review) · 2025
Our verdict
The data points to a clean profile: growing Shopify and Shopify Plus brands handling hundreds to tens of thousands of monthly support tickets, where ticket-based pricing is cheaper than per-seat scaling and the AI Agent's deflection earns its keep against agent-hour labour. Two pricing inflections matter more than the entry tier. Tickets scale through Basic ($60/mo, 300 tickets) and Pro ($360/mo, 2,000 tickets) cleanly, then jump to Advanced ($900/mo, 5,000 tickets) — the step is sharp and worth modelling before it lands. The AI Agent is the second inflection: each resolution is double-billed at $0.90–$1.00 plus counted as a helpdesk ticket. A 5,000-ticket month with 40% AI deflection adds ~$1,800–$2,000 on top of the plan fee, not part of it. For very small stores with sub-100 monthly tickets, B2B / IT support, or pure internal ITSM ticketing, Gorgias is structurally over-built — generic helpdesks cover the workload cheaper and the Shopify-native depth goes unused. G2 (4.6 / 547 reviews) and the Shopify App Store (4.4 / 750) corroborate the capability story; operator sentiment splits between "transition was a breeze" and recurring complaints about Gorgias's own support response time on the lower tiers.
Related
Head-to-head comparisons
- Gorgias vs Help Scout
For a Shopify store whose tickets are about orders, refunds and subscriptions, Gorgias is the stronger fit: it's purpose-built for commerce, with order and refund actions inside the ticket so agents resolve without tab-switching, and it integrates deeply with the Shopify stack. Help Scout is the cleaner pick when support is email-first and general rather than order-centric — a simple shared inbox, a genuinely strong knowledge base (Docs), and a free tier, at mid-tier pricing that undercuts the enterprise helpdesks. Pick Gorgias if commerce actions in the ticket matter and your support volume is tied to orders; pick Help Scout if you want a clean, affordable email helpdesk with a knowledge base and don't need deep Shopify-order integration. Both run partner programs, so monetisation isn't the tiebreaker — fit is. For the full Gorgias pricing breakdown (ticket caps + AI Agent double-billing + cap-creep math), see /pricing/gorgias.
- Gorgias vs Tidio
For Shopify stores with 200+ tickets/month and ticket-based revenue attribution as the conversion frame, Gorgias is the established pick — Shopify-native depth, AI Agent for autonomous resolution, ticket-based pricing that scales with revenue. For early-stage stores or stores where pre-purchase chat (live conversion, shopping assistant) is the actual conversion lever, Tidio at $29/mo Growth (or Free) is the cheaper functional choice. The Customer Agent vs Lyro question is real but not decisive — Gorgias AI Agent reaches Shopify-specific order-action depth Lyro does not match; Lyro reports 64-67% conversation deflection (Tidio first-party data, both numbers cited from vendor sources). Both run active affiliate programs. For the full Tidio pricing breakdown (Growth→Plus 12x cliff + three-quota meter), see /pricing/tidio. For the full Gorgias pricing breakdown (ticket caps + AI Agent double-billing + cap-creep math), see /pricing/gorgias.
