Product overview — Customer Support
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Medium
Gorgias
Gorgias is purpose-built for e-commerce: native order lookup, refund actions inside tickets, and Shopify-deep automation macros—priced per ticket volume, not per agent. Breaks when you need multi-channel beyond email/chat.
Sources linked — see verification below.
Freshness & verification
Who is this best for?
This is the fastest way to decide whether Gorgias is in the right neighborhood.
Best for
- 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
- 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
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.