Searching for the ultimate guide to customer ticketing system? You just landed on the right page. With Gorgias, conversational AI for ecommerce has never been more powerful—automating responses, boosting conversions, and keeping your support team in sync.

As an ecommerce operator, you know how challenging it is to juggle inquiries across email, chat, social media, and more. I’ve been there—sorting tickets, hunting for order details, and struggling to keep growth momentum. That’s why I trust Gorgias, a proven solution with years of innovation, top brands onboard, and a track record of resolving 60% of inquiries automatically. Get Started with Gorgias Today and elevate your support while driving sales.

What is Gorgias?

Gorgias is a conversational AI customer ticketing system designed specifically for ecommerce businesses. It connects to Shopify and other platforms to centralize all support channels, leverage AI-driven automations, and empower agents with real-time order and product data—all in one helpdesk.

Gorgias Overview

Founded in 2015, Gorgias emerged with a mission to streamline customer support for fast-growing online stores. The team set out to build a platform that not only automates repetitive queries but also embeds ecommerce context directly into every conversation. Over the years, Gorgias has grown from a small startup to a leader in conversational AI, raising millions in funding and integrating with 100+ ecommerce tools.

Today, Gorgias serves thousands of merchants worldwide, from emerging Shopify boutiques to established multi-channel brands. Their focus on blending sales and support in one AI-powered interface has earned them industry awards and a reputation for boosting agent efficiency and sales conversions.

Pros and Cons

Pro: Automates up to 60% of support inquiries, saving time and reducing costs.

Pro: Integrates natively with Shopify to pull order history, product catalogs, and customer data.

Pro: AI-driven product recommendations that can increase conversions by 2.5x.

Pro: Centralizes email, chat, social media, and SMS into a single helpdesk.

Pro: Robust reporting and analytics to measure support performance and ROI.

Pro: Scalable marketing suite for proactive chat campaigns to reduce bounce rates by 37%.

Con: Pricing can be higher for larger ticket volumes compared to basic helpdesks.

Con: Learning curve for teams new to AI-powered workflows and macros.

Features

Gorgias packs a full suite of features tailored to ecommerce support and sales acceleration.

Unified Helpdesk

Bring together email, live chat, Facebook, Instagram, SMS, and more into one interface.

• Assign tickets automatically based on rules or keywords.
• Use macros to send templated responses with dynamic order details.
• Tag and filter conversations for easy prioritization.

AI Automation

Let the AI Agent handle routine inquiries and escalate only complex cases to agents.

• Instant answers on shipping, refunds, returns status.
• Smart recommendations to cross-sell and upsell products.
• Customizable workflows to match your brand voice.

Shopify Integration

Access order details, inventory levels, and customer profile data without leaving the ticket view.

• Edit orders, issue refunds, and apply discounts in real time.
• Automatic syncing to reflect changes in Shopify immediately.
• Pre-built integrations with leading apps for loyalty, reviews, and more.

Marketing Suite

Engage visitors proactively with targeted chat campaigns designed to convert.

• Set triggers based on page views, cart value, or referral source.
• Personalized pop-ups to announce promotions or abandoned cart reminders.
• Analytics to track click-through rates and revenue generated.

Gorgias Pricing

Plans are based on monthly ticket volumes and features needed.

Basic Plan

Perfect for startups and small stores.

• Price: $50/month
• Supports up to 350 tickets
• Email, live chat, Facebook integration

Pro Plan

Ideal for growing brands.

• Price: $250/month
• Up to 2,500 tickets
• AI automations, Shopify integration, macros

Advanced Plan

For high-volume ecommerce operations.

• Custom pricing based on ticket volume
• Dedicated account manager, priority support
• Advanced analytics and workflows

Gorgias Is Best For

Whether you’re just launching or scaling rapidly, Gorgias adapts to your support and sales goals.

Small Ecommerce Shops

Save time on routine requests and focus on growth.

Mid-Market Brands

Streamline support operations and drive additional revenue through AI recommendations.

Enterprise Retailers

Leverage custom workflows, dedicated support, and advanced reporting for global teams.

Benefits of Using Gorgias

• Unified support across channels, eliminating tool sprawl.
• Increased conversions through AI-driven upsell and cross-sell.
• Operational savings by automating common inquiries.
• Better customer experience with faster response times and personalized answers.
• Data-driven insights to optimize support workload and marketing campaigns.

Customer Support

Gorgias offers 24/7 email and chat support, plus a dedicated help center loaded with tutorials. Response times average under one hour for Pro and above customers, ensuring minimal disruption to your operations.

In addition to live support, Gorgias hosts regular webinars, publishes detailed guides, and maintains an active community forum where merchants share tips and best practices.

External Reviews and Ratings

Merchants frequently praise Gorgias for its intuitive interface and powerful automation. On G2 and Capterra, it holds an average rating above 4.5 stars, with users highlighting ease of setup and measurable ROI.

A handful of users note the initial complexity of setting up advanced macros, but Gorgias addresses this with onboarding support and extensive documentation.

Educational Resources and Community

Gorgias Academy offers video tutorials, live workshops, and certification programs to help teams master the platform. The blog covers topics from support best practices to ecommerce growth strategies.

The Gorgias community on Slack and private Facebook groups allows you to connect with peers, share custom macro recipes, and stay updated on product roadmaps.

Conclusion

Implementing an AI-powered customer ticketing system is essential for any modern ecommerce brand. With Gorgias, you get a unified helpdesk, robust automations, and seamless Shopify integration—all working together to resolve inquiries faster and generate more revenue. Mid-article, you’ve already seen how Gorgias transforms support workflows—now it’s time to take action.

Get Started with Gorgias Today and discover how a streamlined support experience can fuel your sales growth.