Gorgias Interactive Demo
Gorgias is a customer support helpdesk built specifically for e-commerce brands, with deep integrations into Shopify, WooCommerce, and BigCommerce. It connects order data, customer history, and support tickets in a single view so agents can resolve issues without switching between tools.
What is Gorgias?
Gorgias is a customer support platform founded in 2015 and designed from the ground up for e-commerce operations. Unlike general-purpose helpdesks, Gorgias pulls live order data, shipment status, and customer purchase history directly from connected stores — Shopify, WooCommerce, and BigCommerce — so agents see the full customer context alongside the support ticket without opening a separate browser tab. This is the feature that separates Gorgias from horizontally-built alternatives for e-commerce teams.
Macros are Gorgias's templating system. An agent creates a macro with variable tags — customer name, order number, tracking link — and Gorgias fills in the values dynamically when the macro is applied to a ticket. Rules handle automation: incoming tickets matching specified conditions can be automatically tagged, assigned to specific agents, answered with a macro, or closed. High-volume stores use rules to deflect repetitive inquiries like order status requests entirely without agent involvement.
Gorgias tracks revenue generated by support agents, attributing sales to conversations where an agent's reply led to a purchase. This makes the support team's business impact measurable in dollars, not just ticket volume or CSAT scores. The platform also handles live chat, social media comments, SMS, and email in a unified inbox, so teams managing multiple support channels don't need separate tools for each.
How to get started with Gorgias
- 1
Create a Gorgias account and connect your store
Sign up at gorgias.com and start the onboarding flow. The first step is connecting your e-commerce platform — Shopify, WooCommerce, or BigCommerce — which immediately pulls in customer and order data. For Shopify, install the Gorgias app from the Shopify App Store and authorize the permissions it needs.
- 2
Connect your support channels
In Settings > Integrations, connect your support email address, live chat widget, and social media accounts. Gorgias generates a forwarding address for your support inbox or connects via OAuth for social accounts. Each connected channel will route incoming messages into the Gorgias ticket queue.
- 3
Create macros for your most common replies
Identify your five most frequently sent replies — order status, return instructions, discount requests, shipping issues, product questions — and create a macro for each. Use variable tags to insert customer name, order number, and tracking links dynamically. These macros will reduce handle time on repeat inquiries immediately.
- 4
Set up rules to automate repetitive workflows
Go to Settings > Rules and create automation rules for predictable ticket types. A common starting rule: when a ticket subject contains 'where is my order' and the order has a tracking number, auto-reply with your tracking macro and close the ticket. Build your rules gradually — start with the highest-volume repetitive inquiry and add more after testing each one.
- 5
Invite your team and configure views
Add support agents in Settings > Team Members and assign them to appropriate support channels or ticket types. Configure shared views — filtered ticket queues visible to all agents — so the team works from the same prioritized list. Set up individual views for each agent if your team specializes by channel or product category.
Explore more Gorgias guides
Step-by-step interactive demos and tutorials for Gorgias.
Who is Gorgias most useful for?
Gorgias is built for direct-to-consumer e-commerce brands that operate on Shopify or another major platform and want their support team working from a single screen. Small teams of two or three agents benefit from the Shopify integration alone — being able to issue refunds, edit orders, and cancel subscriptions directly from a Gorgias ticket without switching tools saves meaningful time per ticket at scale. Brands processing hundreds of orders per day will see the largest return on the macro and rules infrastructure.
Mid-market e-commerce brands with dedicated support teams find Gorgias's reporting useful for staffing decisions. The response time, ticket volume by channel, and revenue-per-ticket metrics give support managers data to argue for headcount or justify automation investments. Teams running seasonal businesses — where ticket volume spikes around promotions or holidays — can use rules to auto-respond to common inquiries during high-load periods and then revert to manual handling afterward.
For brands that want to train new support agents or demonstrate workflows to stakeholders, creating interactive walkthroughs of the Gorgias interface is practical with tools like Supademo. Instead of writing written SOPs that agents have to translate into action, you can record the exact ticket resolution steps as a clickable demo. This is particularly useful for macro creation, rule configuration, and the order management actions agents run most frequently.
Alternatives to Gorgias
Gorgias dominates in e-commerce support, but teams with different platform requirements or broader support needs may find these alternatives a better fit.
Freshdesk is a horizontally built helpdesk that works across industries and includes a free plan for up to 10 agents. It covers email, chat, phone, and social channels and has a broader automation and SLA management feature set than Gorgias. For e-commerce brands not on Shopify, or for businesses that need support tooling without the e-commerce-specific integrations, Freshdesk is often the first alternative to evaluate.
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Zendesk is the market leader for mid-market and enterprise support operations. Its reporting, SLA management, and multi-brand capabilities exceed what Gorgias offers. For large e-commerce operations with complex support structures — multiple brands, regional teams, or tiered escalation workflows — Zendesk's configurability justifies its higher cost. Smaller teams often find the setup overhead and per-seat pricing less practical than Gorgias.
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Intercom started as a customer messaging tool and has expanded into a full support suite with AI-first deflection, proactive messaging, and product tours. Its strength is in software and SaaS businesses where in-app chat and behavioral targeting matter. For e-commerce brands, Intercom's Shopify integration is functional but less native than Gorgias, and its pricing scales quickly with contact volume rather than ticket volume.
View demo →
Re:amaze is a direct Gorgias competitor focused on e-commerce support. It supports Shopify, BigCommerce, and WooCommerce integrations and handles email, chat, SMS, and social in a unified inbox. Where Re:amaze differentiates is in multi-store management — teams supporting several brands or storefronts can manage all of them from a single Re:amaze account, which Gorgias handles less cleanly on lower-tier plans.
FAQs on Gorgias
Commonly asked questions about Gorgias. Have more? Reach out and our team will be happy to help.
How much does Gorgias cost?
Gorgias pricing starts at $10 per month for the Starter plan, which includes 50 support tickets per month. The Basic plan is $60 per month for 300 tickets, and the Pro plan is $360 per month for 2,000 tickets. Additional tickets beyond each plan's limit are billed at a per-ticket rate. All plans are charged per month, not per agent seat.
How does Gorgias integrate with Shopify?
The Gorgias-Shopify integration pulls order data, customer purchase history, and shipping status into the Gorgias ticket sidebar automatically when a customer contacts support. Agents can issue full or partial refunds, edit order details, cancel orders, and apply discount codes directly from inside a Gorgias ticket without opening the Shopify admin. The integration installs from the Shopify App Store and connects in minutes.
What are Gorgias macros and how do I create one?
Macros in Gorgias are response templates with dynamic variable tags that fill in customer- and order-specific data automatically. To create one, go to Settings > Macros, click Create macro, write your response text, and insert variable tags like {{customer.first_name}} or {{order.tracking_number}} where you want dynamic content. Agents apply macros to tickets using the macro search bar in the reply editor. See also the Freshdesk demo for how another helpdesk handles templates.
Can Gorgias handle support across multiple channels?
Gorgias supports email, live chat, social media comments and DMs (Facebook, Instagram, Twitter), SMS, and WhatsApp in a single unified inbox. Each channel is set up as a separate integration in Gorgias settings, and all incoming messages regardless of channel appear in the same ticket queue. Rules can be configured to handle or route tickets differently based on which channel they arrived from.
What is Gorgias revenue tracking and how does it work?
Revenue tracking in Gorgias attributes e-commerce orders to support conversations when a customer makes a purchase within a configurable time window after an agent response. Gorgias connects to your Shopify store to track these conversions and reports them per agent and per ticket. This gives support teams a metric beyond CSAT that ties their work directly to sales — useful for demonstrating the ROI of support investment to leadership.
How does Gorgias compare to Zendesk for e-commerce?
Zendesk is a horizontally built support platform that serves every industry and scales to enterprise complexity, while Gorgias is purpose-built for e-commerce and has native Shopify, WooCommerce, and BigCommerce integrations that Zendesk requires third-party apps or custom development to replicate. Zendesk's feature depth — custom reporting, multi-brand management, complex SLA configurations — exceeds Gorgias for large organizations, but e-commerce brands under 50 agents typically find Gorgias faster to set up and more practical to operate day-to-day.