Audyense
Gorgias
Customer Support · www.gorgias.com
Overview
Gorgias is an ecommerce-focused customer support platform that unifies email, live chat, SMS, voice, and social messages into a single helpdesk with deep Shopify, BigCommerce, and Magento integrations. Agents can view orders, issue refunds, and edit subscriptions without leaving a ticket, and its AI Agent can autonomously resolve conversations. Pricing is based on plan tier and monthly ticket volume rather than per-seat, with AI resolutions billed separately.
The problem Gorgias solves
Ecommerce brands whose support agents spend most of a ticket just looking up order status in a separate tab use Gorgias to surface Shopify order data directly inside the ticket, so refunds, cancellations, and order edits happen without leaving the conversation.
Decision context
Use these points to test whether the product fits your operation, not just whether it has a long feature list.
- Published starting price: $10 per month. Confirm user, usage, and feature limits for the plan you would actually buy.
- Deployment: cloud. Check security, data-residency, and access requirements for every team that will use it.
- Verified integrations include Shopify, BigCommerce, Magento (Adobe Commerce), Klaviyo, Recharge, Stripe. Validate sync direction and plan limits for the connections that matter.
- This record was last checked on 7/20/2026; pricing and features can change.
How to evaluate Gorgias
A listing helps create a shortlist; a trial with the team’s real workflow decides whether the tool fits. Use this reading with the structured facts and confirm changes with the vendor.
Workflow fit
The record describes it as a fit for Shopify and BigCommerce ecommerce brands wanting order actions inside tickets, DTC teams handling high volumes of refund, cancel, and order-edit requests, Support teams wanting AI-assisted, multichannel (email/chat/SMS/social) ticketing. Check that this context matches the volume, roles, and processes your team needs it to support.
Pilot questions
- Can Gorgias complete the critical workflow without manual work outside the product?
- Do the recorded connections (Shopify, BigCommerce, Magento (Adobe Commerce), Klaviyo) support the sync direction, permissions, and volume we need?
- What user, usage, storage, support, or security limits appear after the headline starting price?
Evidence and freshness
This record was checked on 7/20/2026. That date tells you when the record was reviewed, not that the vendor has left its terms unchanged since then.
Best for
- Shopify and BigCommerce ecommerce brands wanting order actions inside tickets
- DTC teams handling high volumes of refund, cancel, and order-edit requests
- Support teams wanting AI-assisted, multichannel (email/chat/SMS/social) ticketing
Not a fit if
- Non-ecommerce or B2B software teams that don't need Shopify order workflows
- Small teams with mostly conversational, low-action tickets seeking a cheap tool
Why it’s listed
- Category-defining, Shopify-native helpdesk for DTC/ecommerce brands
- Ticket-volume pricing model differs from typical per-seat support tools
- Strong, well-documented review signal across G2, Capterra, and TrustRadius
Pricing
Starter
$10 per monthEntry helpdesk plan for very small stores with up to 50 tickets per month.
- Up to 50 billable tickets/month
- Unified multichannel inbox
- Shopify integration
- Basic macros and rules
- AI Agent available (per-resolution billing)
Basic
$60 per monthFor growing support teams needing more volume and core automation, up to 300 tickets per month.
- Up to 300 billable tickets/month
- Email, chat, SMS, and social channels
- Macros, rules, and automation
- Integrations app store access
- Reporting and analytics
Pro
$360 per monthFor scaling brands with higher ticket volume and advanced reporting, up to 2,000 tickets per month.
- Up to 2,000 billable tickets/month
- Lower per-extra-ticket rate ($0.36)
- Advanced statistics and reporting
- Revenue/support performance tracking
- Full integrations and automation
Advanced
$900 per monthFor high-volume support operations needing scale and priority support, up to 5,000 tickets per month.
- Up to 5,000 billable tickets/month
- Lowest standard per-extra-ticket rate ($0.36)
- Advanced automation and reporting
- Priority support
- Full channel and integration suite
Enterprise
Custom pricingCustom-priced plan for very large brands with 5,000+ tickets, custom terms, and dedicated support.
- 5,000+ tickets/month, custom volume
- Lowest per-extra-ticket rate ($0.32)
- Custom contract and onboarding
- Dedicated account management
- SSO (Google & Microsoft 365)
Features
Integrations
Security & compliance
Pros & cons
Pros
- Deep native Shopify integration: view orders, refund, and edit orders from the ticket
- Unified inbox consolidating email, chat, SMS, social, and voice in one place
- Ticket-volume pricing (not per-seat) lets whole teams access the tool
- Automation via macros, rules, and AI Agent reduces repetitive response time
Cons
- Pricing gets expensive as ticket volume grows, steep for small businesses
- Rules/automation and filtering builder becomes confusing to navigate at scale
- Feature set and marketing skew heavily toward Shopify; other platforms lag
- AI Agent is a separate per-resolution charge ($0.90-$1.00) on top of plan cost
What we found
Across G2 (4.6/5, ~547 reviews) and Capterra (4.6/5, 134 reviews), plus TrustRadius, reviewers consistently praise the native Shopify integration, unified multichannel inbox, and ticket-volume (not per-seat) pricing, while criticizing high cost for smaller teams, a confusing rules/filtering builder, and Shopify-centric feature bias.
Ratings and review counts come from public review platforms. We link to the original source and keep the underlying review text out of this profile.
User reviews
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