Gorgias

What it does

Gorgias pulls the order, tracking and return history into the support thread, so "where is my parcel" gets an answer instead of a ticket number. Macros and automation sit on top of that data, not instead of it.

It is built for shops with an order system to connect. Without one it is an ordinary shared inbox, and there are cheaper ordinary inboxes.

Standout features

• Order, tracking and return data in the ticket
• Automations for common order questions
• Macros with live order fields
• Shopify and ecommerce platform connectors

Main job: answer order-related support questions with the order record already attached.

Best for

Use it for an online store where most tickets are order status, returns and exchanges, and agents currently copy tracking numbers by hand.

Getting started

Connect the store, enable the order-status and return macros, then run one week with automation in suggestion mode so agents can see what it would have sent. Turn on auto-send only for the intents that were right every time.

Watch out for

Watch out: an automation that quotes the wrong delivery date creates a refund claim. Keep payment and address changes behind a human, and check data-retention terms before syncing customer records.