Gorgias
AI sales assistant software
Conversational marketing software
Help desk software
Live chat software
Customer self-service software
Social customer service software
Conversational support software
Customer service automation software
Digital customer service platforms
Agentic AI software
AI agents
AI customer support agents software
E-commerce software
Conversational commerce platforms
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$10 per month
Free Trial
Free version unavailable
Small
Medium
Large
- Retail and wholesale
- Accommodation and food services
- Arts, entertainment, and recreation
What is Gorgias
Gorgias is a customer support help desk designed primarily for e-commerce merchants to manage customer conversations across email, live chat, and social/messaging channels from a shared workspace. It centralizes tickets, customer context, and order data (via e-commerce platform integrations) so support teams can resolve issues such as order status, returns, and product questions. The product includes automation features such as macros, rules, and AI-assisted responses, plus self-service options like FAQ/help center content and chat-based flows. It is typically used by support teams in small to mid-sized online retailers that want support operations tightly connected to storefront and order systems.
E-commerce context in support
Gorgias is built around e-commerce workflows, with integrations that pull customer and order context into the agent workspace. This reduces switching between the help desk and commerce/admin tools during common tasks like refunds, cancellations, and shipping updates. For online retailers, this tight coupling can be more practical than general-purpose sales-focused systems when the primary goal is post-purchase support. It also supports tagging and views that align with order-related queues (e.g., delivery issues, returns).
Omnichannel ticketing and routing
The platform consolidates multiple customer contact channels into a single ticketing interface, helping teams avoid fragmented inboxes. It supports assignment, internal notes, collision detection, and SLA/queue management patterns typical of help desks. This is useful for teams that handle high volumes across email plus real-time channels like chat and social messaging. Centralization can improve consistency compared with managing each channel in its native app.
Automation and AI assistance
Gorgias provides rule-based automation (macros, triggers, and auto-tagging) to standardize responses and reduce repetitive work. It also offers AI features to draft replies and power chat-based interactions, which can speed up handling of routine questions. These capabilities help support teams scale without adding proportional headcount, especially for predictable e-commerce inquiries. The automation is oriented toward support operations rather than full sales pipeline management.
Not a full CRM suite
Gorgias focuses on customer support workflows and does not aim to replace a dedicated CRM for opportunity tracking, forecasting, and complex sales processes. Organizations that need deep lead management, multi-stage deal pipelines, and advanced revenue analytics typically require additional systems. This can create a multi-tool stack for companies that want a single platform spanning sales and service. Reporting is generally more support-centric than sales-centric.
E-commerce-centric fit
The product’s strongest value depends on e-commerce platform and order-system integrations; outside retail and DTC use cases, the workflow advantages can be less pronounced. Companies with non-commerce support models (e.g., B2B SaaS with complex account hierarchies) may find gaps in account-based service needs. Some teams may need additional customization or integrations to match their data model. As a result, suitability varies more by industry than general help desks.
Automation requires ongoing tuning
Rules, macros, and AI-assisted responses require governance to avoid inconsistent tone, incorrect actions, or outdated policy information. Teams often need to invest time in maintaining templates, updating automations as policies change, and monitoring AI outputs. Without careful setup, automation can create edge-case failures that still require manual intervention. This operational overhead can be non-trivial for smaller teams.
Plan & Pricing
| Plan | Price (billed monthly / billed yearly if available) | Key features & notes |
|---|---|---|
| Starter | $10 /mo (monthly billing) — 50 tickets / month | 50 billable tickets/mo; overage +$0.40 per ticket; 3 user seats; channels: Email, Live chat, Facebook, Instagram, TikTok; SMS & Voice via add-ons; API rate limit 2 req/sec; AI Agent available (see notes). Starter not available on yearly billing. |
| Basic | $60 /mo (monthly) / $50 /mo (billed yearly) — 300 tickets / month | 300 billable tickets/mo; overage +$40 per 100 tickets (=$0.40/ticket); up to 500 user seats; omnichannel (Email, Chat, Social); integrations (150+); API rate limit 2 req/sec; AI Agent: automated interaction tiers available. |
| Pro (Recommended) | $360 /mo (monthly) / $300 /mo (billed yearly) — 2,000 tickets / month | 2,000 billable tickets/mo; overage +$36 per 100 tickets (=$0.36/ticket); unlimited integrations; revenue & live statistics; up to 500 user seats; API rate limit 2 req/sec; AI Agent included as paid automation (see below). |
| Advanced | $900 /mo (monthly) / $750 /mo (billed yearly) — 5,000 tickets / month | 5,000 billable tickets/mo; overage +$36 per 100 tickets (=$0.36/ticket); enterprise features (dedicated email server option, advanced reporting); up to 500 user seats; API rate limit 2 req/sec; AI Agent included as paid automation. |
| Enterprise | Price on demand (custom ticket volume) | Custom volume & pricing; overage rates reduce to ~$32 per 100 tickets (=$0.32/ticket) for >5,000 tickets; higher API rate limits (4 req/sec shown); dedicated support / CSM options; contact sales for pricing. |
Additional pricing & notes:
- AI Agent (automation) pricing: $1.00 per fully resolved conversation on monthly plans; $0.90 per resolved conversation on annual plans. Pay only for fully automated/resolved interactions. Each AI Agent interaction also counts as a helpdesk ticket and is billed accordingly; AI Agent overage cost shown as $1.50 per overage interaction in the pricing UI.
- Overage ticket costs scale by plan (Starter $0.40/ticket; Basic $0.40/ticket; Pro/Advanced $0.36/ticket; Enterprise ~$0.32/ticket for large volumes).
- Yearly billing offers up to ~16% discount ("Switch to yearly and get 2 months free").
- Add-ons: Voice and SMS are available as paid add-ons (tickets counted when messages/calls occur).
Seller details
Gorgias Inc.
San Francisco, CA, USA
2015
Private
https://www.gorgias.com/
https://x.com/gorgias
https://www.linkedin.com/company/gorgias/
