Best for — Customer Support
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Medium
Who is Gorgias best for?
Quick fit guide: Who is Gorgias best for, who should avoid it, and what typically forces a switch.
Sources linked — see verification below.
Freshness & verification
Best use cases for Gorgias
- Shopify or BigCommerce stores (D2C, subscription, marketplace)
- E-commerce support teams (5–50 agents) where order lookups dominate tickets
- Teams wanting ticket-based pricing; scaling users without per-seat cost
- Stores needing macros for refunds, discounts, order edits in-ticket
- Support-driven revenue: upsell, retention, and order editing in one place
- Integrations with Klaviyo, Recharge, Loop, Yotpo for customer context
Who should avoid Gorgias?
- Not e-commerce; B2B, SaaS, or services—Zendesk/Freshdesk/Help Scout better
- Ticket volume unpredictable; per-ticket overage can spike ($0.40/ticket Starter)
- Need mature SLA policies and queue governance—Zendesk stronger
- Chat-first, proactive engagement—Intercom's Fin and messaging better
- Collaborative inbox over tickets—Front built for that
- Already on Zoho CRM—Zoho Desk integrates natively
Upgrade triggers for Gorgias
- Ticket volume exceeds 50 (Starter)—Basic $60 for 300
- 300 tickets exceeded—Pro $360 for 2,000; overage $40/100
- 2,000 tickets exceeded—Advanced $900 for 5,000
- Need AI Agent—unavailable on Starter; Basic+ required
- Revenue statistics and advanced reporting—Pro+
- Dedicated email server—Advanced tier
Sources & verification
Pricing and behavioral information comes from public documentation and structured research. When information is incomplete or volatile, we prefer to say so rather than guess.