About Gorgias
Gorgias is a customer support platform that shopify DTC brands rely on day-to-day. The strengths show up in two places — shopify order management inside tickets, and instagram + Facebook DMs as tickets. The product centres on Shopify integration and Social support — everything else is scaffolding around those. There's a free plan to explore first, with paid tiers from $10/mo. The default help desk for Shopify DTC brands. Its sharpest edge: AI handles 40%+ of DTC tickets autonomously.
Available on
Integrates with
Who it's for
A quick filter before you spend time on Gorgias — read both sides before committing.
Use it if…
- Shopify DTC brands
- Teams needing order-lookup inside support
- Social-heavy DTC (Instagram DMs)
Skip it if…
- Non-Shopify stores
- B2B SaaS teams
- Enterprise with complex workflows
Pros and cons
Pros
- Shopify order management inside tickets
- Instagram + Facebook DMs as tickets
- AI handles 40%+ of DTC tickets autonomously
- Hits the core customer support workflow without forcing a hunt for second tools
- Pricing lands in the right band for its target buyer
Cons
- Shopify-focused — limited for non-Shopify stores
- Pricing per ticket can add up
- Features behind higher tiers
- Not the cheapest option in the category — the free alternatives cover basics
- Advanced features sit behind higher-tier plans most small teams won't need
Features
The capabilities you actually get when you sign up for Gorgias.
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01
Shopify integration
Order + refund inside ticket view
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02
Social support
IG + FB DMs as tickets
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03
AI
Automation handles common questions
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04
Core workspace
The main editor or dashboard where day-to-day customer support work happens
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05
Integrations hub
Connects to the tools your stack already uses so data doesn't live in silos
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06
Reporting and dashboards
Built-in reports and exportable dashboards for stakeholder reviews
Pricing
A free plan to start, then paid tiers for the full set of features.
Starter
$10 /mo
- 50 tickets/mo
Basic
$60 /mo
- 300 tickets/mo
Pro
$360 /mo
- 2,000 tickets/mo
Advanced
$900 /mo
- 5,000 tickets/mo
Frequently asked questions
What people usually want to know before signing up for Gorgias.
Is Gorgias worth it over Zendesk?
For Shopify-first teams, yes. The order lookup alone saves hours.
Does Gorgias AI really resolve 40% of tickets?
Yes, for simple DTC queries (order status, returns).
Does the AI chatbot actually deflect tickets or just route them?
A well-tuned bot deflects 40–70% of tier-1 tickets after 60 days. The gap is content quality, not model quality.
How does per-seat pricing scale?
The first 5 agents are cheap, the 25th is 2x on average. Negotiate a flat enterprise fee once you cross 20 seats.
Can agents work across channels in one inbox?
Yes — unified inbox is now table stakes. The depth of context passed between email and chat is where tools differentiate.
Bottom line
Should you use Gorgias?
The default help desk for Shopify DTC brands. Non-Shopify teams should pick Freshdesk or Zendesk.