Searching for the ultimate guide to helpdesk ticketing system? You just landed on the right page. At the heart of every efficient ecommerce operation lies a robust helpdesk ticketing system, and when you team up with Gorgias, your customer support transforms from reactive troubleshooting to proactive relationship building. Get Started with Gorgias Today

If you’ve ever struggled to keep track of customer inquiries, juggle multiple support channels, or deliver fast, personalized service, you’re not alone. Millions of merchants face these challenges daily—and that’s exactly why Gorgias exists. With years of innovation, backing from top investors, and a growing roster of leading brands, Gorgias streamlines every aspect of your helpdesk ticketing system, so you can focus on growth. Ready to transform your support operations? Get started now and see how easy excellence can be.

What is Gorgias?

Gorgias is a conversational AI platform designed specifically for ecommerce customer service and sales. As a cloud-based helpdesk ticketing system, Gorgias unifies email, live chat, social media, SMS, and voice into a single interface. It not only resolves tickets faster but also drives revenue by recommending products and generating dynamic discounts in real time. By automating repetitive inquiries and equipping agents with full Shopify order context, Gorgias elevates both customer satisfaction and operational efficiency.

Gorgias Overview

Founded in 2015 by knowledgeable ecommerce veterans, Gorgias set out to solve the fragmentation of online customer service. The team’s mission was simple: empower brands to deliver personalized, real-time support at scale.

Since its inception, Gorgias has grown exponentially, securing hundreds of customers from fast-growing startups to Fortune 500 enterprises. With continuous product innovation—adding advanced AI, deeper Shopify integrations, and proactive marketing capabilities—Gorgias has become the go-to helpdesk ticketing system for ambitious merchants worldwide.

Pros and Cons

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

Pro: Increases ecommerce conversions by up to 2.5× with tailored recommendations.

Pro: Native Shopify integration surfaces real-time product and order data directly in tickets.

Pro: Supports omnichannel conversations—email, live chat, social, SMS, voice—in one unified helpdesk.

Pro: Rich automation features like macros, rules, and views streamline ticket routing and prioritization.

Pro: Scales pricing based on ticket volume, not user count, ensuring predictable costs as you grow.

Con: Initial setup and customization of automation rules can require some learning curve.

Con: Advanced features such as voice support and premium AI automation come as add-ons.

Con: Organizations handling extremely high ticket volumes may need the Enterprise plan with custom pricing.

Features

Gorgias packs comprehensive features to ensure your helpdesk ticketing system is efficient, revenue-driving, and seamless.

Conversational AI Agent

Gorgias’s AI Agent handles pre- and post-sales FAQs, processes returns and refunds, and provides product recommendations—all in your brand’s voice.

• Resolves 60% of routine tickets automatically
• Customizable tone of voice aligned with your brand
• Generates dynamic discount codes to boost average order value
• Optimizes responses through continuous feedback loops

Seamless Shopify Integration

Access customer orders, subscription data, and inventory levels without leaving the helpdesk.

• Edit Shopify orders on the fly
• Issue refunds and returns directly from the ticket
• Surface upsell opportunities based on purchase history

Omnichannel Support

Unify conversations across email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS, and voice.

• Maintain context across channels for a seamless customer experience
• Assign, route, and prioritize tickets with custom views and rules
• Collect CSAT surveys automatically after ticket resolution

Automation Rules & Macros

Streamline repetitive tasks with powerful automation.

• Create macros for frequently used replies
• Set rules to tag, assign, or escalate tickets based on keywords
• Use dynamic placeholders to personalize each message

Comprehensive Reporting & Insights

Understand your support performance with real-time dashboards and detailed analytics.

• Monitor ticket volume, response times, and customer satisfaction
• Track ROI from AI automation and marketing campaigns
• Export reports to share with stakeholders

Proactive Marketing Suite

Engage shoppers with targeted chat campaigns that reduce bounce rates and drive conversions.

• Trigger pop-ups based on cart value, session duration, or exit intent
• Offer personalized assistance to hesitant browsers
• Integrate seamlessly with Klaviyo and other marketing tools

Gorgias Pricing

Gorgias offers flexible plans that scale with your ticket volume, not your headcount, making it a cost-effective helpdesk ticketing system.

Basic

From $10/mo — 300 tickets/month

• Ideal for early-stage startups
• Email, live chat, and social channel support
• Basic macros, rules, and reporting

Pro

From $50/mo — 2,000 tickets/month

• Suited for growing ecommerce brands
• Advanced automation rules and AI Agent at $1 per resolved conversation
• Omnichannel messaging and CSAT surveys

Advanced

From $300/mo — 5,000 tickets/month

• Perfect for midsize merchants
• All Pro features plus voice support and custom integrations
• Priority support and dedicated onboarding

Enterprise

From $750/mo — Custom volume

• Tailored for high-volume, global brands
• Custom SLA, security, and compliance features
• Unlimited automation and strategic consulting

Ready to streamline your helpdesk ticketing system? Get Started with Gorgias Today

Gorgias Is Best For

Whether you’re just launching an online store or operating at enterprise scale, Gorgias adapts to your needs.

Ecommerce Startups

Keep support costs low with AI automation while delivering white-glove service that builds brand loyalty.

Midsize Brands

Consolidate disparate channels into a single helpdesk and leverage proactive chat campaigns to boost revenue.

Enterprise Merchants

Customize workflows, enforce compliance, and integrate with 150+ tools, ensuring global teams stay aligned.

Customer Support Teams

Empower agents with full context, reduce ticket volume, and focus on high-value, complex inquiries.

Benefits of Using Gorgias

• Faster response times: Automated first-reply templates and AI-driven resolutions ensure customers aren’t left waiting.
• Higher conversion rates: Tailored product recommendations and dynamic discounts turn support conversations into revenue.
• Cost savings: Automate routine tickets and reduce headcount growth pressures.
• Unified customer view: All interactions and order data in one place create seamless experiences.
• Scalable pricing: Plans scale with tickets, not agents, providing predictable budgeting.
• Improved team morale: AI handles repetitive tasks, letting agents focus on meaningful, rewarding work.

Customer Support

Gorgias provides responsive support channels including email, live chat, and a comprehensive knowledge base. Their team is known for quick response times—even during peak ecommerce seasons—and offers dedicated onboarding sessions for Pro and Enterprise customers.

Additional resources include in-app chat, a thriving community forum, and access to webinars hosted by ecommerce and customer service experts. No matter your plan, you’ll never feel left in the dark when setting up or optimizing your helpdesk ticketing system.

External Reviews and Ratings

Users frequently praise Gorgias for its intuitive interface and powerful automation. Many highlight how the AI Agent has cut support costs in half and improved customer satisfaction scores. The native Shopify integration receives consistent acclaim for reducing repetitive context-switching.

On the flip side, some smaller merchants note the initial setup can be time-intensive, especially when configuring advanced rules. Gorgias addresses these concerns by offering onboarding support and detailed setup guides, ensuring every user can unlock the platform’s full potential.

Educational Resources and Community

Gorgias maintains a rich library of blogs, tutorials, and case studies that help merchants master both support and marketing suites. Their Knowledge Base covers everything from rule creation to advanced AI customization, while monthly webinars feature guest speakers from top ecommerce brands.

The Gorgias Community Forum is a vibrant space where users share best practices, exchange custom macros, and troubleshoot together. Whether you’re exploring new automations or seeking advice on scaling your helpdesk ticketing system, you’ll find guidance and inspiration here.

Conclusion

In today’s competitive ecommerce landscape, an efficient helpdesk ticketing system is no longer optional—it’s essential. Gorgias brings together AI-powered automation, deep Shopify integration, and omnichannel support to transform every customer interaction into an opportunity. Midway through your journey, you’ll realize that support can be a growth engine, not just a cost center. Get Started with Gorgias Today and discover why leading merchants trust Gorgias to drive sales and resolve inquiries at scale.

Get Started with Gorgias Today and elevate your ecommerce support with the ultimate helpdesk ticketing system.