Find your fit
Who it is for
An online store handling questions about orders, shipping or returns may benefit from seeing a customer conversation and connected Shopify order details together. Check the store connection and permissions before planning order actions from the helpdesk.
A support lead managing several agents can use assignments and ticket views to separate unassigned work from specialist queues. Set ownership rules before switching on automatic replies so an inquiry is not answered or closed unexpectedly.
The work it supports
Core capabilities
Ticket handling. Gorgias creates a ticket for an incoming support inquiry and routes it to the team, regardless of the source channel. Agents can read the conversation before replying and resolving it.
Macros. Agents can insert a standardized response and take configured ticket actions with one click. Check the reply and actions before sending a macro to a customer.
Shopify context. A connected Shopify store can put order information beside a ticket and enable order actions such as refunds or cancellations. Confirm the connection and agent permissions before using those actions.
Understand the offer
Pricing and getting started
Usage-based Helpdesk plans. Gorgias says Helpdesk scales from 50 to 5,000 tickets per month and is not priced per agent. Its current public pricing page did not expose a dependable static dollar table in the retained capture; choose your volume and billing term in the live quote or checkout to confirm the amount.
What counts as a ticket. A ticket is billable after at least one outgoing message from the Helpdesk, including a human, AI Agent or rule-generated reply; repeated messages in that ticket do not create additional billable Helpdesk tickets. Exceeding the plan allowance can cause overage charges.
Separate usage. Voice and SMS are add-ons. AI Agent automated resolutions may add outcome-based fees, so compare the Helpdesk ticket allowance, AI usage and any voice or text volume together before choosing a plan.
A free trial is available, but Gorgias says a Help Center cannot be created during it. Current vendor pages disagree about trial duration, so check the signup offer before relying on a specific trial period.
Look a little closer
Before you choose
Rule scope. Active rules can run across connected stores and channels. Add explicit store or channel conditions when a response or assignment should apply to only part of the inbox, then test with a sample ticket.
Shopify connection. Order history and actions in the ticket depend on a connected store. A refund or cancellation is a consequential store action; confirm account permissions and test the specific workflow before relying on it.
Self-service content. A Help Center can hold searchable articles for recurring questions, but Gorgias says it cannot be created during a free trial. Factor that restriction into any evaluation requiring customer-facing articles.
Reporting. Gorgias documents Helpdesk performance, workload, quality and ticket trends. Define which channels and ticket states you need in a report before comparing its numbers with another support platform.
The official pages establish the named functions and billing definitions, but hands-on routing, Shopify order actions, deliverability and the selected account’s total price were not tested. Run one inquiry-to-resolution workflow and inspect the account’s billing and usage page before migrating an established inbox.
10 distinct sources behind this profile. Research observed Oct 15, 2026. Features and offers can change.
View sources and research →
