Gorgias
Key Info:
Gorgias is a cloud help desk designed for ecommerce customer service. It centralises tickets from several channels and places order, subscription, shipping and customer context beside the conversation so agents can answer questions and perform supported commerce actions without repeatedly switching tools.
Details
Commerce-focused ticket workspace
Every customer conversation is handled as a ticket in a shared help desk. The workspace combines the message thread with a customer sidebar and timeline, giving agents access to previous interactions and connected commerce data. Supported store integrations can expose order and fulfilment information and selected actions beside the reply. This focus distinguishes Gorgias from a general-purpose help desk, but integration depth must be tested with the actual commerce stack.
Routing, prioritisation and agent tools
Views and rules organise tickets by channel, topic, sentiment, customer value or other available conditions. Teams can assign work, create urgent queues, use macros, add internal notes and track ticket status. AI-assisted tagging, summaries, translation and reply functions are documented within the product, with availability changing over time. Human review remains important for refunds, account changes and other consequential actions.
Self-service and measurement
A help centre provides articles and contact forms, while automation and AI options can address repeat questions or collect structured information before an agent takes over. Reporting covers service levels, satisfaction, agent statistics and operational trends. Voice-of-customer and quality functions aim to connect support conversations with product or commerce insight, but buyers should confirm which measures and AI functions belong to the intended plan.
Who should evaluate it
Gorgias is most relevant to ecommerce brands whose support agents regularly need order, return, shipping, subscription or loyalty context. A conventional B2B support team without commerce workflows may find less value in its specialised integrations. Organisations with several storefronts or brands should test data separation, identity matching and reporting across the intended structure.
Evaluation notes
Connect a test store and reproduce an order-status request, an address change, a return and a message from a second channel. Verify what actions agents can perform, which are reversible and how permissions are recorded. Test routing, a macro, a help-centre handoff and an SLA report. Confirm supported commerce apps, data synchronisation, API limits, customer identity, multi-store boundaries, AI controls, audit evidence and migration from the current help desk.