Gorgias
Gorgias API
MCP server
Checked on 2026-10-10 in the developer documentation.
How to use Gorgias
What is Gorgias?
Gorgias is a customer support helpdesk purpose-built for e-commerce teams. It combines a ticketing system with automation, live chat, and direct integrations with e-commerce platforms like Shopify and BigCommerce. The main appeal is that it understands e-commerce workflows (refunds, order status, inventory) rather than treating them as generic customer service requests.
Who is it for?
Gorgias is built specifically for e-commerce teams, particularly Shopify sellers who handle high volumes of customer inquiries. It's less relevant for B2B SaaS companies, but valuable for B2B e-commerce businesses selling physical products or for B2B2C models where you have many end customers. If you operate a Shopify store with a growing support team, Gorgias is worth considering.
Key features for B2B growth teams
Native Shopify integration shows order history, customer data, and inventory status without leaving the helpdesk
Automated workflows for common requests (refunds, tracking updates, order cancellations) reduce manual work
AI-powered suggested responses that save agents time drafting replies
Live chat widget captures visitors before they leave your store
Unified inbox for email, chat, SMS, and social media messages
Knowledge base and help articles accessible to customers and agents
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Team collaboration and note-taking to maintain context across shifts
Customer history showing past purchases, interactions, and lifetime value
How it fits in your B2B tech stack
If you're running a Shopify store, Gorgias replaces or supplements your existing support system. It integrates directly with Shopify's backend, so your support team has immediate visibility into customer orders and can resolve issues quickly. It connects to your email, payment processor, and shipping platform, reducing the back-and-forth between systems. For B2B e-commerce, it acts as the front door for customer service and works alongside your CRM and analytics tools.
Pricing overview
Gorgias pricing starts around £50 per month for small teams and scales based on conversation volume and features. Most Shopify stores with active support teams spend £100-300 per month. The free tier handles basic chat and email ticketing. For comparison, it's more affordable than Zendesk but more expensive than basic Freshdesk for non-e-commerce use cases.
Practical verdict
Gorgias is excellent if your business model is Shopify-based e-commerce and you need support automation. The native integration with Shopify order data is powerful and saves time. However, if you operate a pure B2B SaaS business or do primarily B2B sales, you're better served by Freshdesk, which is less specialised and more flexible. Gorgias's strength is that it understands e-commerce workflows, but that specificity makes it less useful outside that domain. For B2B e-commerce teams managing customer support at scale, Gorgias reduces repetitive work and improves resolution times. Test it if you're on Shopify and your support team is handling more than 100 customer inquiries per week.
How to automate Gorgias
Native integrations
Gorgias connects natively to Shopify, and its site lists BigCommerce too. It lists more than 300 integrations, including Recharge, Klaviyo and Yotpo. One idea: show a customer's subscription status from Recharge in the ticket, so an agent can pause or skip an order without leaving the conversation.
API and webhooks
Gorgias has a public developer API. Use it to read and update tickets, customers and other helpdesk data from your own systems. One idea: send tickets tagged "bug" into your issue tracker automatically, with the customer and order details attached.
MCP server
Gorgias has an official MCP server, in beta, available on all helpdesk plans. A connected assistant such as Claude or ChatGPT can read tickets, query analytics, audit your rules and macros, and reply or add notes. Access follows the user's Gorgias role. One idea: ask an assistant to summarise the top return reasons from last month's tickets, then decide what to fix on the product page. Because it is a beta, test it on a limited scope first.