Customer service that feels as good as your brand.

Gorgias is a customer service helpdesk designed for ecommerce. It brings conversations from email, chat, social media and other channels into one place and shows each customer's orders and history alongside the ticket. It includes rules, macros, a help centre, reporting and AI features for handling routine questions. It is popular with direct-to-consumer brands, particularly those on Shopify, that want fast and personal support without the complexity of a general-purpose enterprise helpdesk.

A Gorgias agency helps you set up, improve and run Gorgias so it supports your customers and your team. At Vertical that covers audits, channel setup, routing, rules and macros, automation, AI configuration, help centre content, integrations, reporting and training. Because we also run email, retention and ecommerce, we connect service to the rest of the customer journey. You get a senior team that understands both the platform and the commercial value of great support.

It depends on what your customers ask about. Order tracking, delivery questions, returns and simple product queries are usually strong candidates, while complaints, complex issues and anything sensitive should reach a person. We start by analysing your ticket drivers, then automate the most repetitive requests first, set clear limits for AI and keep escalation easy. We review automated conversations regularly, so quality stays high and customers always have a route to a real member of your team.

Yes. Gorgias integrates closely with Shopify, showing orders, shipping and customer details beside each ticket and letting agents handle common order tasks from the helpdesk. It also works with other ecommerce platforms, including BigCommerce. We set up the integration so data is accurate, views and rules use order information sensibly and agents have what they need to resolve issues in a single reply. That saves time on every ticket and gives customers faster, more accurate answers.

Yes, when it is set up with that in mind. Chat on product and checkout pages can answer pre-purchase questions about sizing, delivery or ingredients at the moment customers are deciding. Fast, helpful replies after a purchase build trust and make repeat orders more likely. We set up chat placement, macros and routing for sales conversations and measure the orders that follow support interactions, so you can see service as part of growth rather than only a cost.

We start with your tone of voice, policies and the answers your best agents already give, then turn them into clear guidance and knowledge the AI can draw on. We set firm limits on what it can handle, such as refunds above a set value or sensitive complaints, which always go to a person. We test replies before launch and review real conversations regularly, adjusting guidance as products and policies change. The AI handles the routine work, while people make the judgement calls.

Yes. We move brands to Gorgias from Zendesk, shared inboxes and other helpdesks. We decide which history is worth bringing across, rebuild routing, tags and macros around how your team actually works and reconnect your store and marketing tools. We test everything before switching channels over and train your team, so the move happens without a dip in response times. We plan the switch for a quieter trading period wherever possible.

Your ecommerce platform comes first, because order data is what makes Gorgias so useful. After that, the most valuable connections are usually your email and SMS platform, subscriptions, returns, reviews and shipping tools. Together they give agents the full customer picture in one place and let service conversations inform marketing segments and retention flows. We connect only what your team will use, test each integration carefully and document how data moves between systems.

Start with a conversation about your customers, your team and how support works today. If you already use Gorgias, we usually begin with an audit of channels, routing, automation, integrations and reporting, then share a prioritised plan. If you are choosing a helpdesk or moving across, we scope the setup and agree a realistic timeline. Either way, we will tell you plainly what we think will make the biggest difference to your customers and how we would approach it together.