US PRODUCT RESEARCH

Gorgias

Gorgias is oriented around ecommerce support, combining help-desk work with an AI Agent and commerce context. Its current pricing model emphasizes ticket volume and AI-resolved conversations rather than agent seats.

Checked Oct 15, 2026 · 10 official sources · Desk research

Customer support & help desk

A GOOD FIT WHEN

Online merchants whose service requests depend on orders, returns and commerce-system actions.

Ecommerce-focused customer conversations
Shopify, BigCommerce, Magento and WooCommerce connections
AI Agent alongside human help-desk work
Voice and SMS product options

LOOK MORE CLOSELY WHEN

You need a general-purpose service platform with little ecommerce context or a seat-only cost model.

Ticket and automated-conversation volumes drive the budget.
Exact numeric plan totals were not exposed in the retrieved pricing page.
Order-changing actions need explicit permissions and policy testing.

CATEGORY-SPECIFIC EVIDENCE

Capabilities, controls and depth.

Scores combine core capabilities and workflow depth. Full support earns full points; limited support earns half. Unverified features create a range, and paid-plan requirements are shown in the evidence. How scoring works →

Customer support & help desk · 28 features

50–100/100 documented fit

Core capabilities32 / 32 pts10/10 checks with established status

Workflow depth17.6–68 / 68 pts4/18 checks with established status

Show checksShowing fewer rows does not change the score.

Customer support & help desk · 28 weighted capability checks
Feature / weight	Support, evidence & points
Core capabilityShared inbox or ticket recordsTrack support conversations or tickets in a shared workspace. 4 points maximum	Supported4 / 4 pts A shared commerce help desk is documented. Official documentation · Oct 15, 2026Source
Core capabilityMultiple service channelsHandle more than one channel type, such as email and live chat. 4 points maximum	Supported4 / 4 pts Commerce support channels are documented. Official documentation · Oct 15, 2026Source
Depth checkMerge or link duplicate conversationsMerge or associate duplicate tickets while retaining customer/conversation context. 5.6 points maximum Ask for a demonstration Create two tickets about one issue and show how they are combined or linked. A scenario to run with the supplier; not a completed product test.	Supported5.6 / 5.6 pts Manual and rule-based merging consolidate duplicate customer tickets into a single thread. Official documentation · Oct 15, 2026Source
Depth checkPrevent conflicting agent repliesExpose concurrent agent activity, assignment or a documented collision control. 6.4 points maximum Ask for a demonstration Have two agents open the same conversation and show what prevents duplicate replies. A scenario to run with the supplier; not a completed product test.	Not verified0–6.4 / 6.4 pts The reviewed evidence does not establish this advanced behavior: prevent conflicting agent replies. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Core capabilityTicket or conversation assignmentRoute or assign conversations to responsible teams or agents. 4 points maximum	Supported4 / 4 pts Rules assign tickets to a team based on triggers and conditions. Official documentation · Oct 15, 2026Source
Core capabilityService workflow or SLA rulesUse configurable service workflows, escalation or SLA policies. 4 points maximum	Supported4 / 4 pts Rules tag, reply, assign and close tickets; accounts can configure up to 70 rules. Official documentation · Oct 15, 2026Source
Depth checkBusiness-hours-aware SLA targetsApply service targets using working hours or configured business calendars. 5.6 points maximum Ask for a demonstration Open a ticket just before closing and show how its response deadline is calculated. A scenario to run with the supplier; not a completed product test.	Not verified0–5.6 / 5.6 pts The reviewed evidence does not establish this advanced behavior: business-hours-aware sla targets. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Depth checkEscalation for aging or breached workTrigger an alert, reassignment or other action when service work ages or breaches a rule. 6.4 points maximum Ask for a demonstration Let a test ticket approach its target and show the configured escalation. A scenario to run with the supplier; not a completed product test.	Not verified0–6.4 / 6.4 pts The reviewed evidence does not establish this advanced behavior: escalation for aging or breached work. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Core capabilityPublished help centerPublish customer-facing help articles or a knowledge base. 3.2 points maximum	Supported3.2 / 3.2 pts All Helpdesk plans can publish a customer help center; free trials cannot create one. Official documentation · Oct 15, 2026Source
Core capabilityCustomer self-service answersLet customers locate help content or obtain automated answers without an agent. 3.2 points maximum	Supported3.2 / 3.2 pts The AI Agent answers commerce customer questions using configured knowledge. Official documentation · Oct 15, 2026Source
Depth checkArticle revision or publication controlReview versions, drafts or publishing states before changing customer-facing help content. 4.8 points maximum Ask for a demonstration Edit a live article and show the review/publish process or earlier version. A scenario to run with the supplier; not a completed product test.	Supported4.8 / 4.8 pts Help-center articles can be prepared and published through explicit article states. Official documentation · Oct 15, 2026Source
Depth checkKnowledge-gap or search analysisIdentify unanswered searches, unhelpful articles or missing knowledge from customer usage. 4.8 points maximum Ask for a demonstration Find a recurring unresolved question and show how it becomes a content improvement task. A scenario to run with the supplier; not a completed product test.	Not verified0–4.8 / 4.8 pts The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Core capabilityService performance reportsReport on support conversations, demand or resolution activity. 2.4 points maximum	Supported2.4 / 2.4 pts Helpdesk performance reports cover workload, ticket trends, channels and help-center usage. Official documentation · Oct 15, 2026Source
Core capabilityAdvanced or custom service analyticsBuild custom reports or use documented advanced operational analytics. 2.4 points maximum	Supported2.4 / 2.4 pts Reports support custom metrics and saved views; Voice/SMS tabs require the relevant subscription. Official documentation · Oct 15, 2026Source
Depth checkTrace a service metric to conversationsInspect the conversations or records contributing to a service metric. 3.2 points maximum Ask for a demonstration Open a response-time or resolution metric and identify the conversations counted. A scenario to run with the supplier; not a completed product test.	Supported3.2 / 3.2 pts Report drill-down shows the precise tickets contributing to a supported metric. Official documentation · Oct 15, 2026Source
Depth checkExport service analytics dataExport service report rows or metrics for outside reconciliation. 4 points maximum Ask for a demonstration Export a filtered report and reconcile its count with the support workspace. A scenario to run with the supplier; not a completed product test.	Supported4 / 4 pts Drill-down exports include ticket metadata and links, with an optional message-content export. Official documentation · Oct 15, 2026Source
Core capabilityAI for human agentsAssist a human support agent with drafts, summaries or contextual answers. 2.4 points maximum	Supported2.4 / 2.4 pts Gaia assists with tickets, analytics, rules, macros and help content, preparing changes for review. Official documentation · Oct 15, 2026Source
Core capabilityAI customer-facing answersUse an AI agent to answer customer questions, with a documented escalation route or support workflow. 2.4 points maximum	Supported2.4 / 2.4 pts The commerce-focused AI Agent automates customer answers alongside human support; separate resolution charges apply. Official documentation · Oct 15, 2026Source
Depth checkAI answers with inspectable support sourcesInspect the knowledge or conversation sources behind AI-generated support content. 3.2 points maximum Ask for a demonstration Ask an AI support question and open the source used for the answer. A scenario to run with the supplier; not a completed product test.	Not verified0–3.2 / 3.2 pts The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Depth checkAI handoff with conversation contextTransfer to a human while retaining the conversation or relevant captured context. 4 points maximum Ask for a demonstration Ask the AI to escalate and show what the human agent receives before replying. A scenario to run with the supplier; not a completed product test.	Not verified0–4 / 4 pts The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source
Depth checkTranslate customer replies inside the agent workspaceDemonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkDisable AI assistance for selected support usersDemonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkRedact selected sensitive ticket textDemonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkRemove sensitive attachments from stored ticketsDemonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkChange ticket ownership from the mobile appOpen a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace. 2.5 points maximum Ask for a demonstration Open a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkCoach an agent privately during a live chatDemonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkKeep external consultation separate from the customer threadDemonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source
Depth checkCancel a reply during a send-delay grace periodDemonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan. 2.5 points maximum Ask for a demonstration Demonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test.	Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source

Compare in Customer support & help desk →

AI CAPABILITY CHECK

What does its AI actually do?

Native AI capabilities

Gorgias presents a commerce-focused AI Agent. Evaluate its knowledge, customer identity and allowed order actions against your store policies before enabling autonomous work.

Official AI source

Documented capabilities

Ecommerce customer-answer automation
Commerce-context workflows
Agent and human support in one platform

Limits to check

Resolution-based usage is separate from the help-desk volume.
Verify exact order actions and authorization.
Do not assume every commerce integration has identical scope.

Understand the full price

The current official page describes help-desk tiers from 50 to 5,000 monthly tickets, not per-agent pricing, with AI Agent billed when it resolves a conversation. Obtain the actual volume quote.

Billing basis: quote. Unit: ticket volume plus AI-resolved conversations. Currency: USD.

AI-resolved conversations
Voice and SMS scope
Overages and implementation or commerce integrations

Verify current pricing with the vendor

Integrations and deployment

Shopify
BigCommerce
Magento
WooCommerce
Loop Returns and Recharge

Request the current security documentation, data-processing terms, retention controls and plan-specific identity features. This research does not certify the product for your regulated use.

US buying context

Evaluate the US offer, contract currency, support coverage and exact plan. Confirm any telephony, messaging or industry-specific requirements separately.

The evidence record

The pricing page states it is not priced per agent.

Official evidence

Help-desk volume is described from 50 to 5,000 tickets monthly.

Official evidence

AI Agent billing is tied to resolved conversations.

Official evidence

The vendor lists integrations with major ecommerce platforms.

Official evidence

Source library

Research is based on documentation, not a hands-on performance test. Report a correction.

EXPLORE THE ALTERNATIVES

Keep your options open.

Customer support & help desk alternatives · highest documented score first.

63–100/100 documented fit

Front

Front combines collaborative inbox work with support operations and AI. The current Starter plan is single-channel, while Professional expands to omnichannel work and Enterprise includes more AI and control features.

Good fit forTeams that collaborate closely on customer conversations and need a shared operational workspace.

$25.00per seat/month · billed annually

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60–97/100 documented fit

Freshdesk

Freshdesk organizes email support through ticketing, a shared inbox and self-service content. Its current plans also expose Freddy AI Agent, with sessions and connector actions billed separately after allowances.

Good fit forTeams building structured email support with a customer portal and a gradual path to richer routing.

$19.00per agent/month · billed annually

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55–100/100 documented fit

Help Scout

Help Scout combines a shared inbox, knowledge base and customer communication tools. Its current offer includes AI assistance and optional AI Answers, while a newer Copilot presentation is explicitly marked coming soon.

Good fit forService teams that value a conversation-centered inbox and connected self-service content.

See pricingper user/month plus AI resolutions

View research