Gorgias

What is Gorgias

Gorgias is a helpdesk platform built for e-commerce brands and teams that centralizes customer conversations from email, live chat, social channels and voice into a single workspace. It connects to major commerce platforms to show order and customer context inline with tickets, supports automation and macros to reduce manual work, and provides reporting and workflow tools for teams handling large volumes of customer inquiries.

The product targets online merchants, subscription companies, marketplaces and agencies that need a ticketing system that understands orders, refunds and product metadata without forcing agents to switch between systems. Gorgias places commerce context (orders, customer lifetime value, shipping status) at the center of the ticket view so support agents can resolve issues faster.

Gorgias emphasizes templates and rules that map directly to common e-commerce workflows such as refund handling, shipping inquiries and order lookups. It also supports role-based permissions, shared inbox assignments and integration with CRM and marketing tools to make cross-team collaboration simpler.

Gorgias features

What does Gorgias do?

Gorgias captures and organizes messages from multiple channels — email, chat widgets, Facebook Messenger, Instagram comments, SMS and phone — into a single ticket stream. The platform displays commerce data (order details, customer tags, lifetime spend) directly in tickets when integrated with stores, which reduces lookups and context switching.

Key automation features include macros (prebuilt reply templates), rules (condition → action automations), and bulk actions for tagging, assigning and responding to many tickets at once. Macros can include dynamic placeholders populated with order information, enabling personalized replies that still save time.

Gorgias provides SLA and workflow tools such as automated ticket routing by language or product, internal notes for collaborator handoffs, and integration with CRM/warehouse systems for escalations. The platform also collects analytics on response time, resolution time, agent productivity and revenue attributed to support replies.

Other noteworthy capabilities include: multi-brand support, role-based permissions, saved replies, shared drafts, keyboard shortcuts, attachments and audit logs for compliance and oversight.

Gorgias pricing

Gorgias offers these pricing plans:

• Free Plan: $0/month for a limited number of tickets and one user, intended for evaluation or very small stores
• Starter: $60/month billed monthly ($600/year billed annually) with more seats, basic automations and channel support
• Professional: $300/month billed monthly ($3,000/year billed annually) with expanded ticket volume, automation rules and reporting
• Enterprise: $750+/month custom pricing for high-volume stores with advanced security, SSO and priority support

These tiers are representative of how Gorgias structures plans around ticket volume, number of agents and feature access. Add-ons often include increased monthly ticket allowances, additional chat widgets, or higher send limits for SMS. For the latest, detailed plan limits and seat counts, check the Gorgias pricing page.

How much is Gorgias per month

Gorgias starts at $60/month on the Starter plan when billed monthly. Monthly billing is offered but annual billing typically provides discounts and is priced at an effective lower monthly rate when paid yearly.

Larger plans for growing teams typically range from $300/month for common mid-market configurations to $750+/month for enterprise-scale setups with higher ticket allowances and dedicated support.

How much is Gorgias per year

Gorgias costs $600/year for the Starter plan when billed annually at the representative rate above. Annual billing commonly reduces the effective monthly cost and consolidates billing for predictable budgeting.

Professional and Enterprise tiers scale to several thousand dollars per year depending on add-ons and ticket volume; companies with high ticket traffic should request an Enterprise quote to include custom SLA, security and onboarding support.

How much is Gorgias in general

Gorgias pricing ranges from $0 (free) to $750+/month. Entry-level users can test core features at no cost or low monthly rates, while mid-market and enterprise customers pay higher fixed costs that scale with ticket volume and required integrations.

Budget planning typically needs to account for: Support agent seats: number of licensed agents needed, Ticket volume: monthly incoming conversations, Channel add-ons: SMS/voice costs, and Integrations/onboarding: costs for agency or professional services for complex setups.

What is Gorgias used for

Gorgias is primarily used to manage customer support for online commerce operations. Companies use it to answer order inquiries, process returns and refunds, handle shipping disputes, manage subscription changes and respond to product questions across multiple channels in a single interface.

Because Gorgias surfaces order details and customer metrics inside tickets, agents can make decisions — issue a partial refund, create a return label, or escalate to fulfillment — without leaving the helpdesk. This reduces resolution time and supports a consistent customer experience across channels.

Beyond reactive support, teams use Gorgias for proactive customer outreach such as order follow-ups or targeted campaigns tied to support activity. Integrated reporting helps teams measure the impact of support on retention and direct revenue (for example, conversion from a support reply that includes a discount code).

Pros and cons of Gorgias

Gorgias provides a tightly integrated, commerce-focused helpdesk that reduces context switching and automates repetitive tasks. Agents benefit from seeing order history, lifetime spend and product SKUs directly in tickets, which makes decisions faster and reduces escalations.

The automation engine (macros and rules) is flexible for e-commerce workflows but can become complex to maintain as rules accumulate. Organizations should plan governance for rules, naming conventions and regular cleanup to avoid unintended automations.

Integrations with Shopify, BigCommerce, Magento and other platforms are deep, but businesses on custom platforms may need development work to surface exact data. Pricing is ticket-volume driven, which aligns with value for high-volume teams but requires monitoring for rapid growth to avoid surprise overage costs.

Gorgias also offers strong reporting and agent productivity metrics but some teams may prefer more advanced analytics platforms for long-term forecasting outside of the helpdesk. Security and enterprise features are available but typically require Enterprise-level contracts.

Gorgias free trial

Gorgias commonly offers a free tier and a trial period for paid plans so teams can evaluate channel connections, automation and the agent interface. The free tier supports a small number of tickets and is useful to validate integrations with a store and trial macros.

During a trial, teams should test the live chat widget, email routing, social channel ingestion and any required e-commerce platform sync (orders, customers). This is the stage to create representative rules and macros and simulate peak traffic to observe how automations behave.

Companies evaluating Gorgias should also use the trial to test reporting outputs, SLA behaviors and agent permission models. If the store uses custom apps or outdated platform APIs, trial validation helps identify integration work that may be required before full rollout.

Is Gorgias free

Yes, Gorgias offers a free plan suitable for evaluation or very small stores with a limited monthly ticket allowance and basic channel support. The free plan provides enough functionality to test integrations and support workflows before committing to a paid tier.

Free accounts are usually limited in ticket volume, number of agent seats and advanced features such as custom roles, SSO or enterprise security. Teams that need higher volumes or more automation should choose a paid plan and can use the trial to validate scale.

Gorgias API

Gorgias exposes a RESTful API and developer documentation to interact programmatically with tickets, customers, users and rules. The API enables creating and updating tickets, retrieving conversation threads, attaching customer metadata and integrating with external order systems to sync commerce context.

Common API use cases include synchronizing external CRM customer fields into Gorgias, creating tickets from external error-reporting systems, and building custom widgets that pull ticket history into a merchant’s admin UI. Webhook support allows real-time notifications to external systems when tickets are created or updated.

Developers can extend Gorgias using apps built on the platform or by leveraging the API to automate ticket routing and enrichment based on business logic. For implementation details, authentication, rate limits and schema, consult the Gorgias API documentation.

10 Gorgias alternatives

• Zendesk — A general-purpose helpdesk that supports omnichannel ticketing, self-service knowledge bases and advanced reporting for enterprise customers.
• Freshdesk — Cloud helpdesk with ticketing, automation and multi-channel support often chosen by SMBs for straightforward setup.
• Help Scout — Email-first helpdesk with a simple interface, suitable for small to medium teams focused on conversational support.
• Intercom — Messaging-first customer engagement platform that combines chat, product tours and a help center, favored by product-led companies.
• Kustomer — Conversational CRM with deep customer timelines and workflow automation, oriented toward contact centers and enterprise support.
• Re:amaze — Omnichannel helpdesk with commerce integrations and shared inbox features targeted at online stores.
• Zoho Desk — Budget-minded helpdesk with multi-channel support and tight integration into the Zoho ecosystem.
• HubSpot Service Hub — Ticketing embedded in HubSpot CRM for teams that want unified sales and support tooling.
• Front — Shared inbox that treats team communication like email with collaborative tools for agents and cross-functional teams.
• Kayako — Customer support platform that combines live chat, help center and ticketing with a focus on smaller support teams.

Paid alternatives to Gorgias

• Zendesk — Larger enterprises pick Zendesk for its scalability, app marketplace and advanced analytics. Zendesk offers multiple pricing tiers and enterprise capabilities for global support operations.
• Intercom — Intercom is chosen when real-time messaging and product-led growth features are primary; it combines chat, bots and outbound messaging with support operations.
• Kustomer — Kustomer is selected by teams needing a customer timeline and agent orchestration for complex, multi-touch support cases.
• Freshdesk — Freshdesk provides cost-effective paid plans with automation, AI assistant options and omnichannel routing suitable for growing teams.
• HubSpot Service Hub — Teams that already use HubSpot CRM often add Service Hub to keep sales and support data unified under paid subscriptions.

Open source alternatives to Gorgias

• Zammad — Open source helpdesk that supports tickets, email integration and automation rules; suitable for teams that can self-host and customize.
• osTicket — Widely used open source ticketing system with email piping, auto-responses and basic SLA management.
• Helpy — Ruby-based open helpdesk with knowledge base integration and ticketing, useful for developers who prefer a self-hosted stack.
• UVdesk — PHP-based helpdesk with open-source components and e-commerce focus via integrations.
• Faveo Helpdesk — Open source helpdesk built for SMEs with ticketing, knowledge base and SLA features.

Frequently asked questions about Gorgias

What is Gorgias used for?

Gorgias is used for e-commerce customer support and multi-channel ticketing. Teams use it to manage email, chat, social comments and voice conversations in a single workspace while viewing order and customer data inline, which speeds resolution for order-related inquiries.

Does Gorgias integrate with Shopify?

Yes, Gorgias offers native Shopify integration. When connected, the platform displays order details, customer tags and product SKUs in the ticket view and allows agents to take actions like issuing refunds or updating orders depending on configuration.

How much does Gorgias cost per month?

Gorgias starts at $60/month on the Starter plan when billed monthly for representative entry-level usage. Actual monthly costs depend on ticket volume, number of agents and any channel add-ons such as SMS or voice.

Is there a free version of Gorgias?

Yes, Gorgias provides a free plan with limited ticket volume and basic features to evaluate the product or support very small stores. Paid plans are recommended for production use at scale.

Can Gorgias route messages from Instagram and Facebook?

Yes, Gorgias supports social messaging channels. The platform ingests Facebook Messenger, Instagram DMs and comments (where supported), enabling agents to respond and convert social interactions into tickets.

Does Gorgias provide an API for developers?

Yes, Gorgias provides a RESTful API and webhooks. Developers can create and update tickets, sync customer metadata and build custom integrations; see the Gorgias API documentation for endpoints, authentication and rate limits.

Can I automate responses in Gorgias?

Yes, Gorgias supports macros and automation rules. You can create templated replies, set condition-based rules to tag or route tickets, and perform bulk actions to reduce repetitive agent work.

How secure is Gorgias?

Gorgias offers enterprise security features on higher tiers. These include role-based access, single sign-on (SSO) options, audit logs and compliance controls; specific certifications and requirements should be confirmed on their security pages for Enterprise customers.

Can Gorgias handle multiple brands or stores?

Yes, Gorgias supports multi-brand and multi-store setups. You can configure multiple storefront integrations, separate chat widgets and brand-specific routing so agents can manage support for several stores from a single account.

What reporting does Gorgias provide?

Gorgias includes agent and ticket analytics. Standard reports show first response time, resolution time, ticket volume, agent performance and revenue attributed to support replies; advanced reporting is available on higher plans or via exported data for external BI tools.

Gorgias careers

Gorgias hires across product, engineering, customer support, sales and marketing roles, with positions often geared toward SaaS, commerce integrations and scalable support tooling. Career pages highlight remote and hybrid roles and emphasize experience with e-commerce platforms and developer APIs.

Recruiting cycles include technical interviews for engineering roles and case-based interviews for customer-facing positions where candidates demonstrate problem-solving on real support scenarios. For current openings and role descriptions, consult the Gorgias careers page.

Gorgias affiliate

Gorgias runs partner programs that include agency partners, integration partners and referral opportunities for consultants working with e-commerce merchants. Affiliate and partner programs typically offer revenue share or referral credits in exchange for introducing new paying accounts.

If you are an agency or developer that integrates Gorgias into client stacks, check their partner program terms for commission rates, co-marketing funds and technical onboarding resources on the official partner pages.

Where to find Gorgias reviews

User reviews and comparisons are available on software review sites and marketplaces such as G2, Capterra and TrustRadius where merchants describe real-world experiences with ticket volume scaling, automation complexity and ROI. Look for reviews from companies in your industry — for example, fashion retail, subscription boxes or DTC electronics — to see how Gorgias performs with similar order volumes.

Additionally, you can find case studies and customer stories on the Gorgias website that illustrate setup, results and support KPIs for representative customers.