Searching for the ultimate guide to ticketing software? You’ve landed in the right spot. From organizing customer requests to automating common inquiries, modern helpdesk solutions can transform your ecommerce support. Enter Gorgias, a Conversational AI platform designed for online merchants who want to resolve inquiries faster and boost sales.

You know how overwhelming a flood of emails, chats, and social media messages can be. With years of experience serving thousands of Shopify brands and recognition in top ecommerce awards, Gorgias has built a reputation for reliability. Ready to see immediate gains in efficiency? Get Started with Gorgias Today.

What is Gorgias?

Gorgias is a Conversational AI-driven ticketing software tailored for ecommerce businesses. It centralizes every customer conversation—email, live chat, Facebook, Instagram, WhatsApp, SMS, and voice—into a unified helpdesk. By integrating directly with Shopify, it gives agents real-time access to order data, product details, and shopper history without toggling between tabs.

Gorgias Overview

Founded with the mission to streamline support and drive revenue, Gorgias quickly became a leader in the ticketing software space. Backed by investors in both Silicon Valley and Europe, it has scaled from a small startup to a global platform powering thousands of merchants. Key milestones include:

• Rapid adoption by mid-market Shopify stores within its first two years.
• Recognition as a top helpdesk solution in ecommerce industry reports.
• Continuous expansion of AI capabilities to handle both sales and support use cases.

Pros and Cons

Pros:
• Automates up to 60% of common inquiries, reducing agent workload.
• Increases conversions 2.5x with tailored product recommendations.
• Real-time Shopify integration for order edits, refunds, and discounts.
• Omnichannel support to manage email, chat, social media, SMS, and voice.
• Transparent, usage-based pricing that scales with ticket volume.
• Customizable AI tone of voice aligned with brand guidelines.

Cons:
• Learning curve for setting up advanced macros and rules.
• Additional add-on costs for certain channels like voice.

Features

Gorgias equips your team with robust tools to streamline support and upsell opportunities.

AI Agent

Handles pre- and post-sales FAQs, performs order edits, issues refunds, and suggests products—all fully automated.

• Dynamic discount generation to recover abandoned carts.
• Brand-aligned tone customization.
• Continuous performance optimization via feedback loops.

Unified Helpdesk

Brings email, chat, social media, SMS, and voice into one dashboard. Streamline ticket assignment with macros, rules, and views.

Shopify Integration

Access orders, subscriptions, and customer history directly within each ticket. Update shipments, create new orders, and apply refunds without leaving the interface.

Reporting & Insights

Monitor support performance, ticket volumes, and response times. Integrate with Klaviyo, Yotpo, Loop Returns, and 150+ other ecommerce tools.

Gorgias Pricing

Gorgias offers plans designed for growing teams without hidden fees.

Basic

300 tickets/mo from $10 /mo. Ideal for new stores seeking core helpdesk features. Includes email, live chat, rules, macros, and basic reporting.

Pro

2,000 tickets/mo from $50 /mo. Best for scaling brands requiring omnichannel support and advanced automation.

Advanced

5,000 tickets/mo from $300 /mo. Designed for high-volume stores needing AI Agent at scale and comprehensive integrations.

Enterprise

Custom ticket volume from $750 /mo. Dedicated support, custom SLAs, and bespoke API access.

Gorgias Is Best For

Whether you’re just starting or running a large storefront, Gorgias fits diverse needs.

Small & Growing Brands

Basic helpdesk features with pay-as-you-grow ticket pricing.

Mid-Market Retailers

Advanced automations and omnichannel support to handle peak periods.

Enterprises

Custom workflows, SLAs, and API integrations for global operations.

Benefits of Using Gorgias

• Faster Resolution Times: Automate routine tickets and free up agents for complex issues.
• Increased Revenue: Proactive chat campaigns reduce bounce rates by 37%.
• Brand Consistency: AI Agent matches your brand’s voice across channels.
• Unified Customer View: One platform for all tickets, order data, and shopper history.
• Cost Savings: Reduce operational costs by automating up to 60% of support inquiries.

Customer Support

The support team at Gorgias is renowned for its responsiveness. Whether via email, live chat, or in-app messaging, average first response times are under 30 minutes for Pro and Advanced plans.

Multiple channels—24/7 help center, developer documentation, and dedicated account managers for Enterprise customers—ensure any setup question or technical issue gets resolved swiftly.

External Reviews and Ratings

Many merchants praise Gorgias for its ease of use and powerful automations. High marks are given for its Shopify integration and consistent feature updates. Some feedback highlights the initial complexity of advanced rule creation, but most users find the support team and extensive tutorials mitigate this challenge efficiently.

Educational Resources and Community

Gorgias maintains an active blog with best practices for ecommerce support, weekly webinars on advanced ticketing strategies, and a thriving community forum. In-depth guides on macros, automation, and omnichannel workflows empower teams to maximize ROI.

Conclusion

Effective ticketing software is the backbone of any high-performing ecommerce support strategy. By centralizing channels, automating routine tasks, and integrating deeply with Shopify, Gorgias helps you resolve inquiries faster and generate more sales. Ready to transform your support operations? Get Started with Gorgias Today and watch your brand soar.

Get Started with Gorgias Today