Gorgias

Gorgias is a customer support help desk built specifically for e-commerce. It connects deeply with store platforms, especially Shopify, so support agents can see a customer's orders, shipping status and history beside every conversation, and act on orders - refunds, cancellations, address edits - without leaving the ticket. That specialisation is the whole point. A general help desk treats a question about a late parcel like any other ticket; Gorgias knows who the customer is, what they bought and where it is, which makes replies faster and enables automation that understands commerce. Common questions such as "where is my order?" can be answered automatically using live order data, and macros can insert order details or trigger store actions. It unifies the channels online stores use: email, live chat, phone, SMS, and social messages and comments on Facebook, Instagram and TikTok. Treating social comments as tickets is particularly useful for brands that sell heavily through social media, where a public question unanswered is a lost sale. An AI agent handles routine conversations, and Gorgias leans into support as a revenue channel with tools to track sales influenced by support interactions. Pricing has historically been based on the number of billable tickets or automated interactions rather than agent seats, which suits stores with seasonal peaks but makes costs vary with volume. That model and its tiers are worth modelling carefully against expected ticket counts. The trade-off of specialisation is that it is a poor fit outside online retail; a SaaS company or a services business gains little from order integrations. Alternatives include Zendesk and Freshdesk, which have e-commerce integrations but are general-purpose; Re:amaze and eDesk, other commerce-focused help desks; Richpanel for self-service order management; Tidio for smaller stores wanting chat and AI; and Shopify Inbox for basic free chat. Choose Gorgias when you run an online store and want support tightly connected to your orders.