Choosing the right customer support tool is one of the most impactful decisions a shopify stores team can make. The wrong choice means wasted budget, frustrated agents, and unhappy customers. The right choice means faster response times, happier teams, and customers who come back.
Gorgias is helpdesk built specifically for ecommerce, and it has become a popular choice across many industries. But is it the right fit specifically for shopify stores? In this guide, we break down how Gorgias handles the unique challenges of shopify stores customer support, what it costs, and where it falls short.
If you are not sure whether Gorgias is the right starting point, take our helpdesk recommendation quiz to get a personalized suggestion based on your team size, budget, and requirements.
Why Shopify Stores Teams Need Specialized Support Tools
Shopify Stores customer support is not like general customer service. The challenges are specific and the stakes are often higher:
- Managing high volumes of 'where is my order' tickets
- Handling returns and exchanges efficiently within shopify
- Providing real-time chat support during browsing and checkout
- Integrating support data with shopify order and customer data
- Scaling support during sales events (black friday, product launches)
A generic helpdesk might handle some of these, but shopify stores teams benefit from tools that understand their specific workflow. The question is whether Gorgias can deliver on these requirements.
Key Gorgias Features for Shopify Stores
Let us walk through the features that matter most for shopify stores teams and how Gorgias delivers on each one.
Shopify Deep Integration. For shopify stores teams, this directly addresses the need for native shopify app with deep integration. Gorgias handles this through its Shopify deep integration capabilities, which means your team spends less time on manual work and more time helping customers.
Order Management In Inbox. In shopify stores environments, this is critical because order lookup and actions directly from support inbox. Gorgias handles this through its order management in inbox capabilities, allowing agents to focus on complex issues rather than repetitive tasks.
Automated Responses. Shopify Stores teams particularly benefit from this because automated responses triggered by shopify events. Gorgias handles this through its automated responses capabilities, giving your team the visibility and control needed to maintain service quality.
Revenue Tracking. This capability matters in shopify stores because chat widget that matches store branding. Gorgias handles this through its revenue tracking capabilities, reducing the operational overhead that shopify stores teams commonly struggle with.
Social Media Support. When it comes to shopify stores operations, this helps with revenue attribution for support interactions. Gorgias handles this through its social media support capabilities, ensuring nothing falls through the cracks as your support volume grows.
Self-Service Portal. This feature helps shopify stores teams stay organized and responsive as inquiry volumes grow. creating a more efficient workflow from the first inquiry to resolution.
For a deeper look at all of Gorgias's capabilities, see our full Gorgias review which covers every feature tier in detail.
Pros and Cons of Gorgias for Shopify Stores
Before committing, it helps to understand exactly where Gorgias shines and where it falls short for shopify stores use cases.
On the positive side, Gorgias brings purpose-built for ecommerce that shopify stores teams frequently cite as a deciding factor. The platform also excels at Shopify/BigCommerce/Magento integrations, which becomes increasingly important as your shopify stores operation scales. Teams also appreciate Gorgias's revenue attribution and macros with order data.
On the other hand, shopify stores teams should be aware that Gorgias has a reputation for ticket-based pricing can get expensive. Additionally, limited outside ecommerce can be a factor for teams with tight budgets or specific requirements. Finally, no free plan is worth considering if your team has limited technical resources.
The overall fit depends on your team's priorities. If purpose-built for ecommerce is your top concern, Gorgias is a strong contender. If ticket-based pricing can get expensive is a dealbreaker, explore the alternatives below.
Gorgias Pricing for Shopify Stores Teams
Gorgias pricing starts at $10/month (50 tickets), with plans ranging from $10–$900/month.
While there is no free plan, Gorgias typically offers a free trial so shopify stores teams can test the platform before committing. For most shopify stores use cases, the entry-level plan provides enough features to get started, with room to upgrade as your team grows.
For a detailed cost comparison across multiple tools, try our interactive pricing calculator to see exactly what you would pay based on your team size and feature requirements.
Setting Up Gorgias for Your Shopify Stores Team
Getting started with Gorgias involves a few key steps tailored to shopify stores workflows.
First, create your account and connect your primary support channels. For most shopify stores teams, this means email and live chat at minimum. The Gorgias setup wizard walks through channel configuration step by step, so you do not need a dedicated IT team.
Next, configure your automation rules. Shopify Stores teams typically benefit from automated ticket routing based on inquiry type, whether that is a high volumes of 'where is my order' tickets or a more complex issue. Set up rules that match your team's existing workflow rather than trying to redesign everything at once.
Then, build out your knowledge base. For shopify stores organizations, a well-structured self-service portal can deflect 30-50% of incoming tickets. Start with your ten most frequently asked questions and expand from there.
Finally, train your team on the platform. Gorgias offers onboarding resources and documentation, but plan for at least a few days of hands-on practice before going live with customers.
Tips for Getting the Most Out of Gorgias in Shopify Stores
After working with dozens of shopify stores teams evaluating support platforms, a few patterns stand out for teams that get the most value from Gorgias.
Start with your highest-volume channel. Most shopify stores teams find that one channel drives 60-70% of all inquiries. Set up that channel first and get it working smoothly before adding others. For many shopify stores teams, this is email, but live chat is increasingly the dominant channel for customer-facing inquiries.
Invest time in automation early. The biggest ROI from Gorgias comes from automating repetitive tasks. Identify your top five most common inquiry types and build automation rules for them. Even simple auto-routing and canned responses can save hours per week.
Use your knowledge base as a deflection tool. Before answering a ticket manually, ask whether a knowledge base article could handle this type of question going forward. Over time, this compounds: each article deflects dozens of future tickets.
Track the right metrics. For shopify stores teams, the metrics that matter most are first response time, resolution time, and customer satisfaction score. Gorgias's reporting can track all three, but you need to configure what gets measured from day one.
Review and iterate monthly. Set a monthly cadence to review your support metrics, identify bottlenecks, and adjust your Gorgias configuration accordingly. The teams that get the most value from any helpdesk tool are those that treat the setup as a living system rather than a one-time project.
When to Choose Gorgias for Shopify Stores (and When to Skip It)
Choose Gorgias if: Your shopify stores team values purpose-built for ecommerce and needs a platform that excels at Shopify/BigCommerce/Magento integrations. It is particularly well-suited for teams with ecommerce stores on Shopify, BigCommerce, or Magento. If your team is between 2 and 50 agents and expects to grow, Gorgias's platform can scale with you.
Skip Gorgias if: Your primary concern is ticket-based pricing can get expensive. Teams that need highly specialized shopify stores workflows may also find that Gorgias's standard configuration requires significant customization. If budget is extremely tight, consider alternatives with free plans like Freshdesk or Zoho Desk before committing.
Alternatives to Gorgias for Shopify Stores
While Gorgias is a strong option, it is not the only choice for shopify stores teams. Here are some alternatives worth considering:
Zendesk is enterprise-grade helpdesk platform. Starting at $19/agent/month, it may appeal to shopify stores teams that prioritize scalability.
Freshdesk is affordable helpdesk with a generous free tier. Starting at Free (up to 2 agents), it may appeal to shopify stores teams that prioritize free plan available.
LiveChat is real-time live chat platform for sales and support. Starting at $20/agent/month, it may appeal to shopify stores teams that prioritize fast setup.
Intercom is AI-first customer service platform. Starting at $39/seat/month, it may appeal to shopify stores teams that prioritize powerful AI automation.
For a comprehensive comparison of all the options, check out our best helpdesk software roundup which ranks the top tools across every category.
Frequently Asked Questions
Is Gorgias a good fit for shopify stores?
Gorgias is well-suited for shopify stores teams that need purpose-built for ecommerce and Shopify/BigCommerce/Magento integrations. It works best for ecommerce stores on Shopify, BigCommerce, or Magento. Shopify Stores teams should evaluate whether Gorgias's Shopify deep integration and order management in inbox align with their specific workflow requirements.
How much does Gorgias cost for a shopify stores team?
Gorgias plans range from $10–$900/month. The total cost depends on your team size, the features you need, and whether you choose monthly or annual billing (annual billing typically saves 15-20%). Use our pricing calculator to estimate your exact cost.
Can Gorgias handle shopify stores-specific requirements?
Gorgias offers automated responses and revenue tracking, which address many shopify stores use cases.
What are the main drawbacks of Gorgias for shopify stores?
The primary limitations include ticket-based pricing can get expensive and limited outside ecommerce. Shopify Stores teams with very specific needs may find these constraints relevant. Consider testing the platform during a free trial to evaluate whether these limitations affect your daily workflows.
How long does it take to set up Gorgias for a shopify stores team?
Most teams can complete the basic setup within a few hours, including connecting email channels and configuring initial automation rules. More complex configurations, such as integrating with existing shopify stores tools and building a knowledge base, typically take one to two weeks with a small team.
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Bob B.
Senior SaaS AnalystBob covers helpdesk tools, CRM platforms, and live chat software at AgentWhispers. He focuses on in-depth reviews, industry-specific recommendations, and feature analysis to help teams find the right support stack.