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, 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
- 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.
Something outdated or wrong? Pricing, features, and product scope change. If you spot an error or have a source that updates this page, send us a correction. We prioritize vendor-verified updates and linkable sources.