Gorgias

Gorgias was built from the ground up for e-commerce. The founders worked in e-commerce and were frustrated that general help desks required switching between tabs to check order status, process returns, or update subscriptions. Gorgias solves this by embedding commerce actions directly in the agent interface.

The deep Shopify integration is the headline feature. Agents see complete order history in the ticket sidebar: order status, tracking numbers, items purchased, customer lifetime value, and previous interactions. More importantly, agents can cancel orders, process refunds, apply discounts, and edit orders without leaving Gorgias. Similar integrations exist for BigCommerce and Magento.

The multi-channel inbox handles email, chat, social media (Facebook, Instagram DMs), SMS, and phone. The AI assistant suggests responses based on previous tickets and can automate common questions like "Where's my order?" using real-time shipping data.

Macros and rules automate repetitive work. A rule might automatically tag tickets about returns, or close tickets asking about tracking when the package shows delivered. Revenue tracking attributes sales to support interactions, helping prove support team value.

Pricing is based on tickets, not seats. Starter is $10/month for 50 tickets, Basic is $60/month for 300 tickets, Pro is $360/month for 2,000 tickets, and Advanced is $900/month for 5,000 tickets. Additional tickets cost extra. Unlimited agent seats are included.

The limitation is focus—Gorgias is excellent for e-commerce but not ideal for SaaS or non-retail businesses. If you don't sell physical products through major e-commerce platforms, other help desks will serve you better.