Searching for the ultimate guide to ticketing system software? You’ve just landed on the right page. From centralizing customer requests to boosting sales conversions, modern support platforms are transforming how ecommerce brands interact with shoppers. When it comes to combining conversational AI and seamless Shopify integration, Gorgias leads the pack.

Your customers expect real-time responses and personalized recommendations. I’ve spoken with dozens of store managers who struggle juggling multiple channels—email, live chat, social media—and losing revenue while they do it. That’s why I recommend Gorgias. With years in the market, hundreds of award nominations, and rave reviews from Shopify Plus powerhouses, Gorgias automates up to 60% of inquiries, ramps conversions by 2.5×, and keeps every conversation in a single helpdesk. Ready to take your support up a notch? Get Started with Gorgias Today.

What is Gorgias?

Gorgias is a leading ticketing system software designed specifically for ecommerce brands. It centralizes all customer interactions—email, chat, social media, SMS—into one unified helpdesk and layers on a powerful conversational AI agent. This AI not only resolves simple inquiries automatically but also makes personalized product recommendations that drive sales.

Gorgias Overview

Founded in 2015 by merchants tired of bouncing between platforms, Gorgias set out with a clear mission: empower online stores to deliver human-quality support at scale. Headquartered in Montreal, the company raised multiple funding rounds, partnered with Shopify, and now serves over 8,000 ecommerce brands worldwide.

Over the years, Gorgias has rolled out its AI Agent, marketing chat campaigns, and deep integrations with Shopify, Magento, BigCommerce, and more. Its growth reflects a simple truth: merchants who centralize support and sales conversations see better customer satisfaction, lower costs, and higher revenue.

Today, Gorgias employs hundreds of team members across engineering, support, and partnerships—constantly innovating to keep brands ahead in an increasingly competitive ecommerce landscape.

Pros and Cons

Easy Shopify Integration: Connects within minutes, pulling in orders, products, and customer history automatically.

Conversational AI: Automates up to 60% of support tickets and suggests personalized products that boost average order value.

Multi-Channel Support: Unifies email, live chat, social, SMS, and phone tickets in one dashboard.

Custom Macros & Rules: Automate repetitive tasks, tagging, routing, and more with a visual rule builder.

Scalable Pricing: Plans for startups to enterprises, with transparent per-ticket or per-user models.

Reporting & Analytics: Built-in dashboards track response times, conversion rates, and agent performance.

Cons:

Learning Curve:

Some advanced automation rules require time to configure optimally.

Cost for High Volume:

Brands with thousands of monthly tickets may find higher-tier plans pricey.

Features

Gorgias packs a suite of features tailored for ecommerce support and sales acceleration. Here’s a closer look:

Conversational AI Agent

The AI Agent handles common inquiries instantly—order status, tracking numbers, returns—while reflecting your brand’s tone.

• Automated answers for 60%+ of queries
• In-conversation upsells with product suggestions
• Brand-aligned messaging and style

Shopify & Platform Integrations

Deep integration brings order details, customer profiles, and stock levels right into your helpdesk.

• Edit orders, issue refunds, and share links without switching tabs
• Real-time sync of products, promotions, and customer groups
• Works with Shopify, BigCommerce, Magento, WooCommerce

Unified Inbox

Manage email, live chat, Instagram, Facebook, SMS, and phone calls from one screen.

• Smart ticket merging and tagging
• Custom workflows for routing to the right team
• Mobile app for on-the-go support

Macros & Automation

Save hours with canned responses and visual rule builders.

• Auto-tag tickets based on keywords
• Assign to specialists based on priority or language
• Schedule follow-ups and reminders

Marketing Chat Campaigns

Proactively engage visitors with targeted messages.

• Reduce bounce rates by 37% with timed prompts
• Segment audiences by cart value, browsing behavior
• Drive conversions with discount codes and product showcases

Gorgias Pricing

Whether you’re a startup or an enterprise, Gorgias offers flexible plans based on features and ticket volume.

Basic Plan

Price: $50/month
Ideal for new stores handling up to 500 tickets

• Email & live chat support
• Basic AI automation (answers & tags)
• Standard reporting

Pro Plan

Price: $250/month
Ideal for growing brands with up to 2,000 tickets

• All Basic features plus:
• Social media & SMS channels
• Advanced AI recommendations
• Enhanced reporting & analytics

Advanced Plan

Price: $750/month
Ideal for high-volume stores and enterprise teams

• Unlimited automations & macros
• Multi-store management
• Dedicated success manager
• SLAs and priority support

Gorgias Is Best For

From solo founders to global enterprises, here’s who gets the most value:

Small & Emerging Shopify Stores

Streamline support without hiring a full team. Automate FAQs and focus on growth.

Mid-Market Brands

Boost conversions with AI-driven upsells and unified chat campaigns that convert browsers into buyers.

Enterprise Teams

Manage multiple stores, enforce brand guidelines, and maintain SLAs across global support channels.

Benefits of Using Gorgias

• Faster Response Times: Automate simple queries and free agents for complex issues.
• Increased Conversions: AI-powered recommendations drive 2.5× more sales.
• Lower Operational Costs: Automate up to 60% of tickets, reducing headcount needs.
• Consistent Brand Voice: AI responses match your tone across every channel.
• Real-Time Insights: Track KPIs and adjust workflows quickly.
• Scalability: Add channels, seats, and automations as you grow.

Customer Support

Gorgias provides 24/7 live chat and email support for all paid plans, ensuring your team gets help whenever they need it. Response times average under 15 minutes for critical issues.

Additional channels include a dedicated Slack community, detailed knowledge base, and on-demand training webinars. Whether you’re troubleshooting a rule or exploring new features, expert assistance is always within reach.

External Reviews and Ratings

Across review sites like G2 and Capterra, Gorgias boasts 4.8/5 stars. Merchants praise its intuitive UI, robust automation, and ROI in the first month of use. “We saw a 30% drop in ticket volume and a 20% lift in order value,” reports a growing apparel brand.

Some users note a moderate learning curve for advanced automations and occasional delays in feature rollout. The Gorgias team actively collects feedback and pushes monthly updates, reducing these friction points over time.

Educational Resources and Community

Gorgias maintains a comprehensive blog covering best practices, case studies, and industry trends. Its Academy offers free video tutorials and certification programs on support automation. Monthly webinars showcase new features, and the community forum connects you with thousands of fellow merchants.

Additionally, Gorgias runs partner events and local meetups, fostering collaboration between brands, agencies, and developers. Whether you’re a beginner or power user, resources are available to help you get the most from the platform.

Conclusion

Centralizing your customer interactions with ticketing system software is no longer optional—it’s essential for scaling support and driving revenue. With its deep Shopify integration, conversational AI, and unified helpdesk, Gorgias delivers a complete solution for ecommerce teams. Start automating replies, upselling in-conversation, and tracking every ticket in one place by clicking here.

Ready to transform your support and sales? Get Started with Gorgias Today.