Gorgias Review
Growing Shopify stores doing 500+ support tickets per month
Last updated 2026-04-01
Our verdict
The AI features are impressive for auto-classifying and responding to tickets. But only worth it once you have enough volume to justify the cost.
What is Gorgias?
Gorgias is a customer support helpdesk built specifically for e-commerce. Unlike general-purpose tools like Zendesk, Gorgias integrates deeply with Shopify to pull order data, tracking information, and customer history directly into the support ticket. The AI features auto-classify incoming tickets, suggest responses, and handle routine requests without agent involvement.
Key features
The Shopify sidebar is the killer feature. When a customer messages you, Gorgias shows their full order history, delivery status, and lifetime value right next to the conversation. The macro system lets you create templated responses with dynamic order data. AI auto-responses handle common requests like order status checks and return initiations. The rules engine auto-tags and routes tickets based on content, sentiment, and customer value.
How it performs
Gorgias shines at volume. If you are handling hundreds of tickets per month, the automation and routing features save significant time. The AI classification is accurate for standard e-commerce queries and improves as it learns from your responses. The ticket-based pricing model can surprise you though. Each automated response counts as a ticket, so costs can escalate quickly during peak periods like Black Friday.
Who should use Gorgias?
Gorgias makes sense once you are handling 500+ support tickets per month and the volume justifies the cost. Below that threshold, Tidio offers similar AI chatbot capabilities at a lower price point. If you sell on multiple channels including Amazon, Gorgias is better equipped than Tidio to handle multi-channel support from a single inbox.
Pricing
Starter
$10/mo
Pro
$60/mo
Free trial available
Score breakdown
Pros
Cons
Supported platforms
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