Customer support analytics · Gorgias

Gorgias

Ecommerce-focused help desk with an AI Agent, billed by ticket volume rather than per agent, with built-in performance reporting.

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Gorgias is a help desk built for ecommerce brands, unifying email, chat, social and phone support with order and revenue data pulled from platforms like Shopify. It includes a reporting suite covering ticket volume, response times, CSAT and revenue generated through support conversations, plus AI Agent performance tracking. Unlike most competitors, Gorgias prices its Helpdesk by monthly ticket volume (from roughly 50 to 5,000+ tickets) rather than per-agent seats, with its AI Agent billed separately per resolved conversation, and Voice and SMS sold as usage-based add-ons. The vendor's pricing page does not publish exact dollar figures for each tier in static form; buyers see specific numbers after entering their ticket volume. It suits merchants who want support analytics tied directly to sales impact.

At a glance

Vendor Gorgias
Pricing model Usage-based
Free tier —
Deployment Cloud
Open source No
Best for Ecommerce brands that want support reporting linked to order and revenue data without per-agent pricing.

Pricing

Priced by monthly ticket volume rather than per agent; AI Agent billed per resolved conversation. Exact dollar tiers are rendered dynamically and were not confirmed this session.

Pricing has not been verified yet — see the vendor's site.

Features

  • Unified email, chat, social and phone inbox
  • AI Agent with pay-per-resolution billing
  • Revenue-per-conversation reporting tied to Shopify/ecommerce data
  • CSAT and response-time dashboards
  • Macros and automation rules
  • Voice and SMS add-ons
  • Ticket-volume-based pricing instead of per-agent seats

Integrations

Profile last reviewed September 21, 2026

Alternatives

Intercom AI-first customer messaging and helpdesk platform whose reporting covers conversations and Fin AI Agent resolution rates. Zendesk Explore The reporting and dashboarding layer built into Zendesk, not a separate analytics product a team buys on its own. Assembled Workforce management platform for support teams, forecasting staffing needs and reporting on adherence and AI agent conversations.

Gorgias in the index now

Terms to know

KPI (key performance indicator) A measurable value tracked over time to show whether a team or process is on track toward a goal. Dashboard A visual display of the metrics a team needs to monitor, usually updated on a schedule or in real time. Customer segmentation Dividing a customer base into groups that share meaningful traits so each can be targeted or served differently. Customer satisfaction score (CSAT) A survey metric that asks customers to rate how satisfied they were with a specific interaction, product or purchase.

Related guides

How to choose a customer support analytics tool Most support analytics is a reporting layer bundled into a helpdesk, not a standalone product — decide whether you need that, staffing analytics, or QA scoring.