Who is Gorgias best for?

Best use cases for Gorgias

• Shopify, BigCommerce, and Magento merchants where the majority of support volume is order-related — status updates, returns, exchanges — and the ability to take order actions (refund, cancel, reorder) directly from the support ticket reduces handling time.
• E-commerce brands that want to track revenue generated from support conversations and measure which agents' proactive chat interactions convert to sales.
• DTC brands with high support volume that need automation for common e-commerce patterns — order status auto-responses, return request workflows, and VIP customer identification — built in rather than custom-coded.

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

Next steps