Gorgias

Gorgias is an ecommerce-native customer support helpdesk that centralizes email, chat, social, SMS, and voice into one inbox with deep Shopify integration, letting agents view and edit orders directly inside tickets. Its AI Agent can autonomously resolve conversations using your policies and store data, billed per resolution as a usage-based add-on. Uniquely, Gorgias charges by ticket volume rather than per agent seat, so brands can add unlimited agents. It is best for online stores, though the combination of ticket tiers and per-resolution AI charges makes total cost worth modeling carefully.

Gorgias is a help desk designed specifically for ecommerce brands, with native connections to Shopify, BigCommerce, and Magento that let agents see and edit order data, issue refunds, and manage subscriptions without leaving a ticket. It unifies email, live chat, social media, SMS, and voice into a single inbox, and layers automation rules, macros, and AI on top to speed up responses. The headline feature in 2026 is the Gorgias AI Agent, a usage-based add-on that can autonomously handle and resolve customer conversations end to end, drawing on your policies, order data, and help center. Because Gorgias charges per ticket rather than per seat, brands can add unlimited agents and pay based on support volume, which suits seasonal and high-growth stores. The flip side is that costs can be harder to predict. Ticket-based tiers plus per-resolution AI charges mean a busy store's bill can climb quickly, and Gorgias's own billing rules mean some fully automated conversations are counted both as a ticket and as an AI resolution. It is a strong, ecommerce-focused choice, but buyers should model their expected volume carefully.