Compare Gorgias With Other Popular Customer Support Tools

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Compare Gorgias pricing vs. other tools

Product Free Plan Available? Starter Plan Mid-Range Plan Advanced Plan
Gorgias No $10-$60/month for 50-300 tickets/month $360/month for 2,000 tickets/month $900/month for 5,000 tickets/month
Intercom No $74/month Custom Custom
Trengo No $18/user/month $29/user/month $41/user/month
Front No $19-$49/seat/month $99/seat/month $229/seat/month
Help Scout Yes, for startups and nonprofits $20/user/month $40/user/month $60/user/month
Zendesk Yes, for startups $49/agent/month $79/agent/month $99/agent/month
Freshdesk Yes, for up to 10 agents $15/agent/month $49/agent/month $79/agent/month
HubSpot Service Hub Yes, includes 1 shared inbox $45/month for 2 paid users $450/month for 5 paid users $1,200/month for 10 paid users
Dixa No $39/agent/month $89/agent/month $139/agent/month
Zoho Desk Yes, for up to 3 users $7-$14/user/month $23/user/month $40/user/month

Gorgias review

Focused on ecommerce brands, Gorgias offers some unique functionality you’re unlikely to find elsewhere. The customer support platform includes several features specifically designed for online stores, like seamless Shopify integrations and self-service order status updates.

Gorgias pros

Let's dive into what our team loves most about Gorgias!

Ecommerce compatibility

Gorgias boasts a wide range of features specifically designed for online stores. For starters, it integrates with multiple eCommerce platforms and apps, including:

  • Shopify
  • Shopify Plus
  • BigCommerce
  • Magento
  • ShipBob
  • Recharge
  • Postscript
  • Returnly
  • Yotpo

Gorgias’ Shopify integration is particularly robust, enabling agents to create and cancel orders, apply discounts, and issue refunds without ever leaving the helpdesk. This adds another level of security, since there’s no need to share Shopify credentials with agents. 

You can also:

  • Trigger Shopify actions with templated responses or macros
  • Populate auto-replies with customer names, order numbers, and tracking URLs, which is especially useful for streamlining WISMO (“Where Is My Order?”) inquiries.

Another benefit with Gorgias is that their eCommerce compatibility isn’t limited to just one brand. Agents can manage inquiries from multiple stores within a single helpdesk. To ensure better consistency and prevent agents from responding from the wrong account, you can equip each brand with its own:

  • Automation rules
  • Support emails
  • Customized signatures

Customer interactions are additionally equipped with a helpful sidebar containing additional information like order history.

Why we love Gorgias’ eCommerce compatibility

Since Gorgias was specifically designed for eCommerce customer support teams, you don’t have to waste valuable time attempting to tailor a more generalized solution to fit your unique requirements. You also aren’t paying for features you don’t need, like product tours or technical knowledge bases, that may be more applicable to B2B tech companies than online stores.

Self-service portal

Gorgias’ eCommerce capabilities extend to its chat widget—especially the self-service portal. Customers can input their email address or phone number and immediately access information related to their order. Using custom parameters, you can also enable customers to initiate returns and cancellations—but only if they meet your customer service policy.

Why we love Gorgias’ self-service portal

Gorgias estimates status requests make up 30% of ticket volume for online stores. The self-service portal uses automation to simultaneously relieve busy customer service teams and offer a major convenience to customers.

Multi-channel support

Gorgias uses a single helpdesk to centralize multiple support channels, each equipped with helpful features to streamline communication:

  • Email: In addition to auto-tagging and auto-assigning email tickets, you can also use Shopify variables to create customized templates.
  • Social media: Gorgias automatically creates new tickets whenever shoppers comment on your posts, send a private message, or mention your brand on Facebook, Twitter, and Instagram. You can also sync with Shopify, BigCommerce or Magento so your agents can perform actions directly from social platforms—like canceling an order via Instagram message.
  • Phone: Agents can answer calls from their browser or mobile device. You can also use an interactive voice response (IVR) menu to enable customers to self-select different voice support options.
  • Live chat: With Gorgias’ Shopify integration, live chat agents can view which products are in stock, share product links, update orders, and issue refunds, all from one sidebar.
  • SMS: Agents can view customer order details and conversation history in the same window as SMS messages.

Why we love Gorgias’ multi-channel support

Multi-channel support is a common feature among customer support platforms, but Gorgias still found a way to incorporate several features to accommodate eCommerce customer interactions.

We think Gorgias is a good option for online brands to consider. You can access unique features specifically designed for eCommerce customer service teams, without having to sacrifice the standard functionality that’s crucial to any customer service organization.

Gorgias cons

Like any other solution, Gorgias has some distinctive challenges which may or may not be a dealbreaker—but that’s for you to decide. Let's dive into the things you may struggle most with if you pick this ecommerce help desk software.

No time-based automation

There’s a lot you can automate in Gorgias, including ticket assignments, replies and order status updates. One thing the platform lacks, however, is a true time-based automation feature. For example, it’s not possible to auto-tag tickets as “high priority” if three hours have elapsed since they were received, or apologize to customers via live chat if they haven’t received a response for several minutes.

Gorgias snoozing functionality

Our recommendation

In Gorgias, you can create a rule to “snooze” tickets, and then un-snooze after a set amount of time. However, be aware that snoozed tickets aren’t visible in the regular queue, and require a custom view to access.

Unreliable auto-tagging (occasionally)

Gorgias’ automation capabilities are also limited when it comes to tagging. The platform uses auto-tags to bundle relevant tickets together by topic, i.e. “Returns”, “Order Status”, etc. However, this feature isn’t always reliable, causing Gorgias to occasionally re-direct tickets to the incorrect group. This can be especially problematic if agents miss tickets because they weren’t accurately tagged. 

Auto-tags can also be excessive. As one customer noted on G2: “While the tagging system is great, it can sometimes apply too many automatic tags, which in turn makes it difficult to find a ticket at a later date.”

Additionally, some reviewers complained about customer tickets being erroneously flagged as spam and filtered from the main helpdesk.

Our recommendation

Instead of relying exclusively on Gorgias for auto-tagging, manually configure your own workflows. For example, you can use custom if-then rules to automatically tag tickets containing the phrase “Still haven’t received” as “Order status”. That way, you’ll still be covered in case Gorgias misses the occasional ticket. You can also indicate a specific dollar amount or volume of orders within the auto-tag rule to ensure tickets from high value or VIP customers don’t fall through the cracks.


Although more commonly associated with hefty SaaS contracts, Service Level Agreements or SLA’s can also be used in a more informal capacity for setting customer expectations and communicating expected response times. 

The latter is certainly manageable in Gorgias—however, if you’re an enterprise organization or selling complex products and services, another big challenge with the platform is that it currently lacks built-in SLA functionality. Workarounds in Gorgias can be time consuming and complex, and require using custom fields and views or third-party integrations for SLA tracking.

Our recommendation

Larger companies may be better suited to solutions like Zendesk or Zoho Desk, both of which have robust SLA features. However, if you don’t require full-fledged SLA workflows, this issue in Gorgias may still be fixable.

The first way is using the “Views” feature, which consolidates tickets according to predefined filters. You can create and use customized “Views” to group open tickets by time elapsed since they were received, which helps agents prioritize. You can also create a designated section for time-based SLA tickets in the navigation sidebar.


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