Gorgias
E-commerce customer support helpdesk for Shopify
What it does
Gorgias is a helpdesk built specifically for e-commerce, deep Shopify integration (see and edit orders, refunds, and subscriptions right inside a support ticket), macros, revenue-attributed support stats, and automation. It's the category leader for Shopify support specifically, the real caveat is entirely in the pricing model.
Free tier
No
Starts at
$10/mo
Setup
easy
Key features
Integrates with
Shopify, BigCommerce, Magento, Instagram, Facebook
Who this fits
- Shopify, BigCommerce, and Magento stores needing support tickets tied directly to order/customer data
- DTC brands wanting to measure support's revenue impact (upsells/retention driven through support conversations)
- Teams needing social DM support (Instagram, Facebook) consolidated with email/chat tickets
Who it does NOT fit
- Anyone expecting the advertised entry price ($10/month) to reflect real cost, this is the single most important gotcha for this tool, Gorgias bills by TICKET VOLUME, not by seat, and almost no real e-commerce brand pays close to the sticker price, the ticket meter runs faster than most merchants expect, especially during sales or shipping-issue spikes (Source: cost analysis via WebSearch summary, 2026)
- Businesses with unpredictable or seasonal ticket spikes, overage charges have been documented turning a $300 bill into $1,000+ during peak season, and reopened/spam conversations can quietly count against the ticket pool (Source: cost analysis via WebSearch summary, 2026)
- Anyone using the AI Agent automation feature without understanding it's billed on top, every conversation the AI Agent resolves is reportedly charged TWICE, once as a standard helpdesk ticket and again as a separate automation fee, this is a genuinely easy-to-miss double-charge structure worth flagging explicitly (Source: cost analysis via WebSearch summary, 2026)
Pricing
Real gotchas
- Billing shock is the #1 recurring complaint theme, driven by overage charges, a 72-hour reopen rule (a reopened ticket can count as a new billable ticket), and the AI Agent's double-billing structure combining to make monthly costs genuinely unpredictable, especially in peak season, walk any client through their realistic ticket volume including peak months before recommending a tier (Source: cost analysis via WebSearch summary, 2026)
- Every AI Agent-resolved conversation is charged as BOTH a standard ticket AND a separate automation fee, this compounds cost in a way that isn't obvious from the plan pricing page, confirm this explicitly with the client if they plan to lean on AI automation for volume reduction (Source: cost analysis via WebSearch summary, 2026)
- Reopened and spam conversations can silently count against the billable ticket pool, request a real usage report from Gorgias during a trial period rather than estimating from raw order volume
Integrations that matter
Otto’s take on this tool
Recommend Gorgias for Shopify/BigCommerce/Magento e-commerce brands needing order-data-integrated support, it's genuinely the category leader there. This is one of the highest billing-risk tools in Otto's catalog due to the ticket-metered, double-billed-AI structure, always get the client's real historical ticket volume (including their busiest month) before recommending a tier, and explicitly flag the AI Agent double-billing and 72-hour reopen rule so a peak-season bill doesn't blindside them.
Affiliate disclosure: if you sign up through the link above, Ottomately may earn a referral commission at no cost to you. We only feature tools we have actually used or vetted through our recommendation engine.Partnership: Partner program via Direct.
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