Searching for the ultimate guide to help desk software? You just landed on the right page with Gorgias leading the charge. In this in-depth resource, I’ll walk you through everything you need to know about selecting, implementing, and mastering the best help desk software for your ecommerce needs.

If you’ve ever felt overwhelmed by support tickets, scattered customer data, or missed sales opportunities, you’re not alone. I’ve tested dozens of solutions over the years, and Gorgias stands out—backed by top brands, earning industry awards, and trusted by thousands of stores. Ready to see how it can transform your support efficiency and drive conversions? Get Started with Gorgias Today.

What is Gorgias?

Gorgias is an all-in-one conversational AI platform designed specifically for ecommerce teams seeking next-level support and sales capabilities. As a leading help desk software solution, Gorgias centralizes every customer interaction—email, live chat, social media, SMS, and voice—into a single interface. Whether you need to resolve routine FAQs, issue refunds, or deliver personalized upsell recommendations, Gorgias’s AI Agent and integrated workflow tools handle it with branded consistency and speed.

Gorgias Overview

Founded with a mission to bridge support and sales for online merchants, Gorgias began as a small startup focused on enhancing live chat experiences. Over the years, it expanded into a robust help desk software platform that integrates deeply with Shopify and over 150 ecommerce apps. Today, Gorgias empowers teams from emerging boutiques to global enterprises, automating up to 60% of customer queries and boosting conversions by 2.5×.

The platform’s growth milestones include surpassing 10,000 active merchants, securing Series B funding led by leading investors, and launching advanced AI capabilities that handle pre- and post-sales tasks. With a focus on continuous innovation, Gorgias regularly updates its AI Agent, adds new channels (TikTok, WhatsApp), and deepens its Shopify integration to support order edits, promotional campaigns, and more without leaving the help desk.

Pros and Cons

Pros:

• Automates up to 60% of support tickets with AI for faster resolutions.
• Increases average order value by providing dynamic product recommendations.
• Seamless Shopify integration—manage orders, refunds, and stock in real time.
• Unified inbox handles email, chat, social, SMS, and voice channels.
• Customizable macros, rules, and views streamline agent workflows.
• Scales pricing with ticket volume, not headcount.

Cons:

• Advanced features require higher-tier plans, which can be costly for small merchants.
• Learning curve for teams new to AI-driven workflows.

Features

Gorgias combines a suite of features tailored to every step of the customer journey—from initial marketing outreach to post-purchase support.

AI Agent

The AI Agent automates conversations on email and chat, resolving common inquiries without agent intervention.

• Answers pre- and post-sales FAQs with brand-aligned tone.
• Edits Shopify orders and subscriptions directly.
• Provides personalized product recommendations.
• Handles returns, refunds, and generates discounts on the fly.
• Continuously learns through feedback loops.

Shopify Integration

Gorgias integrates natively with Shopify to surface real-time product, order, and customer data.

• View cart contents, purchase history, and loyalty status in one pane.
• Edit orders, manage subscriptions, and issue refunds without app switching.
• Launch targeted chat campaigns based on shopper behavior.

Omnichannel Support

Bring every channel into a single unified help desk.

• Email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS, and Voice.
• Route conversations with rules and assignment features.
• Monitor performance in real time with built-in analytics.

Macros, Rules & Views

Automate repetitive tasks and personalize responses at scale.

• Create macros for common replies, order lookups, and discount offers.
• Set up rules to tag, prioritize, and route tickets automatically.
• Use customizable views to focus on high-priority or specific channel requests.

Midway through your exploration of the best help desk software solutions, you’ll appreciate how Gorgias brings everything together—cutting response times, reducing operational costs, and turning support into a revenue driver.

Gorgias Pricing

Flexible plans scale with your ticket volume—not your headcount. AI Agent automation is priced per resolved conversation, ensuring you only pay for what you use.

Basic

From $10/mo

• 50 tickets per month
• $0.40 per overage ticket
• Email, live chat, social media channels
• Unlimited help center articles

Pro

From $50/mo

• 2,000 tickets per month
• Omnichannel support & advanced macros
• Custom rules, views, and assignment
• Basic AI Agent capabilities

Advanced

From $300/mo

• 5,000 tickets per month
• Full AI Agent automation at $1 per resolved conversation
• Priority support & onboarding assistance
• Advanced analytics and reporting

Enterprise

From $750/mo

• Custom ticket volume
• Dedicated customer success manager
• Custom SLAs and white-glove implementation

Gorgias Is Best For

No matter your business size, if you’re selling online, Gorgias can turbocharge your support and sales.

Small & Growing Merchants

Automate routine tickets to free up time for scaling and product development.

Mid-Market Brands

Leverage AI-driven recommendations to boost average order values and retention.

Enterprise Retailers

Centralize global channels, enforce custom SLAs, and scale support with minimal headcount increases.

Customer Experience Teams

Use macros, rules, and AI to deliver faster, more personalized service that exceeds expectations.

Benefits of Using Gorgias

• Streamlined Operations: One unified inbox for all channels reduces context switching.
• Increased Efficiency: AI handles up to 60% of tickets, cutting resolution times in half.
• Higher Conversions: Contextual product recommendations boost sales by up to 2.5×.
• Cost Savings: Scalable pricing tied to ticket volume keeps expenses predictable.
• Data-Driven Insights: Live monitoring and support analytics uncover performance trends.
• Brand Consistency: Customizable AI tone ensures each interaction feels on-brand.

Customer Support

Gorgias’s own support team practices what they preach: multi-channel responsiveness with guaranteed SLAs. Agents are available via email, live chat, and phone, ensuring you’re never left in the dark when you need help.

Onboarding and training resources include dedicated onboarding specialists, live webinars, and personalized health checks. Enterprise clients receive a dedicated customer success manager for strategic guidance and priority issue resolution.

External Reviews and Ratings

On G2 and Capterra, Gorgias scores consistently above 4.5/5 stars. Customers praise its intuitive interface, powerful automation features, and seamless Shopify integration. Merchants have reported slashing response times by over 50% and generating thousands in additional monthly revenue through AI-driven upsells.

On the flip side, a few reviews mention the learning curve for advanced automation and the cost of higher-tier plans. Gorgias addresses these concerns by offering comprehensive training materials, in-app tooltips, and a robust knowledge base to accelerate team onboarding.

Educational Resources and Community

Gorgias maintains an extensive library of resources to help you get the most out of your help desk software. Their blog covers best practices for support, AI insights, and ecommerce growth strategies. You’ll also find:

• Step-by-step video tutorials and quickstart guides.
• Live and on-demand webinars featuring industry experts.
• A community forum where merchants share tips, custom macros, and rule recipes.
• Regular product update newsletters and roadmap previews.

Conclusion

Choosing the right help desk software can mean the difference between a reactive support setup and a proactive, revenue-driving customer experience. Gorgias unifies every channel, leverages AI to automate routine tasks, and delivers personalized interactions that delight customers and boost conversions. Ready to elevate your support and sales game? Get Started with Gorgias Today and see the impact for yourself.

Get Started with Gorgias Today