Your help desk should be your support team's superpower.
Not their biggest headache.
Ridgeline is the #1 Gorgias consultancy partner. We implement, optimize, and manage Gorgias for ecommerce brands that want their support operation to actually work, from ticket routing to AI automation to the integrations that connect it all.
Sound familiar?
Most brands set up Gorgias once and never touch the configuration again.
But with Ridgeline, you get a help desk that's built around how your team actually works, not how it shipped out of the box.
100+
Gorgias implementations
5.0
Rating on Gorgias Partner Directory (21 reviews)
60%
Average ticket automation rate
What We Do
What We Do With Gorgias
Whether you're launching Gorgias for the first time, migrating from another platform, or fixing a setup that's been limping along for two years, Ridgeline handles the technical work so your support team can focus on customers.
Implementation
Complete Gorgias setup from scratch. Account configuration, channel integration (email, chat, SMS, social, phone), ticket routing rules, views, macros, tags, automation rules, and team permissions. We build it so your team is productive from day one.
Optimization & Audit
Already on Gorgias but it's not performing the way it should? We run a comprehensive audit of your current setup: routing logic, macro library, automation rules, views, integrations, and team workflows. You get a detailed report with prioritized recommendations and a clear roadmap for improvement.
AI Agent & Automation
Gorgias AI Agent can handle up to 60% of repetitive support tickets when configured properly. Most brands toggle it on and hope for the best. We build it out with intent: custom flows, trained responses, escalation logic, and self-service paths that actually resolve issues instead of frustrating customers. Beyond AI Agent, we configure rules-based automation for tagging, routing, auto-responses, and order management workflows.
Platform Migration
Moving to Gorgias from Zendesk, Freshdesk, Intercom, or another help desk? We handle the full migration: data transfer, workflow recreation, integration mapping, macro library rebuild, and team training. Minimal disruption. No lost tickets.
Integrations
Gorgias is only as powerful as its connections. We integrate Gorgias with Shopify and Shopify Plus, Klaviyo, Recharge, Loop Returns, AfterShip, ShipStation, Aircall, and more. We also build custom integrations through Zapier (we're a Gold Partner) and the Gorgias API for workflows that don't have a native connector.
Training & Ongoing Support
Your team gets hands-on training built around your specific setup, not a generic Gorgias tutorial. We create documentation tailored to your workflows, macros, and escalation paths. Most clients keep us on retainer for ongoing optimization, seasonal preparation, new feature rollouts, and performance reviews.
Who This Is For
Brands Launching on Gorgias
You've picked Gorgias. Now you need it set up right. We handle the full implementation so you're not spending your first month debugging configuration. Channel setup, Shopify integration, macros, routing, automation rules, and training for your team. Ready for tickets from day one.
What that looks like: Full platform configuration in 2 to 4 weeks. Multi-channel integration (email, chat, SMS, social). Macro library built around your most common ticket types. Automation rules for order status, tracking, returns, and FAQs. Shopify actions configured so agents can refund, cancel, and edit orders without leaving Gorgias.
Brands Already on Gorgias
You've been on Gorgias for a while but it's not doing what you need. Routing doesn't match your current team. Macros are outdated. Automations are basic or broken. The AI Agent isn't deflecting much. You know there's more the platform can do but nobody has time to figure it out.
What that looks like: A 20-hour comprehensive audit covering every corner of your setup. Detailed report with prioritized fixes. Macro library refresh. Automation rule optimization. AI Agent configuration or reconfiguration. New views and routing logic aligned to how your team works today.
Brands Migrating to Gorgias
You're on Zendesk, Freshdesk, Intercom, or something else, and you're ready to switch. We handle the migration from end to end so your team doesn't lose a step. Data moves cleanly, workflows get rebuilt (and improved), and integrations connect on day one.
What that looks like: Full data migration with integrity checks. Workflow mapping from your old platform to Gorgias. Integration reconnection across your ecommerce stack. Team training on the new setup. Parallel support during the transition so nothing falls through the cracks.
Features
Core Gorgias Features We Configure
We implement and optimize the full Gorgias feature set. Here's what we build for every client.
Helpdesk Foundation
- Unified inbox: all channels (email, chat, SMS, social, phone) in one place
- Smart ticket routing by priority, VIP status, topic, or team
- Macro library built around your most common ticket types
- Views designed for how your team actually works
- Internal notes, assignments, and team collaboration tools
- Satisfaction surveys and CSAT tracking
Automation & AI
- Gorgias AI Agent configured for up to 60% ticket deflection
- Auto-tagging for instant ticket categorization
- Rules engine for routing, prioritization, and auto-responses
- Self-service flows for order tracking, returns, and FAQs
- Custom chat flows and proactive chat campaigns
Ecommerce Integrations
- Shopify / Shopify Plus: full order context, one-click refunds, exchanges, and edits directly in Gorgias
- Revenue tracking: see support's direct impact on sales
- Klaviyo, Recharge, Loop Returns, AfterShip, ShipStation connected
- Custom integrations via Zapier (Gold Partner) and Gorgias API
Omnichannel Support
- Live chat with proactive and reactive campaigns
- SMS support
- Social media: Facebook and Instagram DM management
- Phone integration (Aircall)
- Help center and FAQ integration
How We Work
Discovery and Audit
We start by understanding your business: ticket volume, team structure, current tools, pain points, and goals. If you're already on Gorgias, we audit your existing setup. If you're starting fresh or migrating, we map your requirements.
Strategy and Planning
Based on discovery, we build an implementation or optimization roadmap. Feature prioritization, automation workflow design, integration architecture, and a timeline your team can plan around.
Implementation
We do the technical work. Platform configuration, channel setup, integration connections, automation rules, macro library, AI Agent training, and end-to-end testing. We work inside your Gorgias, not alongside it.
Training and Launch
Hands-on training sessions for your support team. Documentation built around your specific setup. Soft launch with monitoring to catch anything that needs adjustment.
Ongoing Support
Most clients keep us on retainer. Monthly performance reviews, continuous optimization, seasonal preparation, new feature implementation, and a direct line to our team when something needs to change.
What Our Clients Say
"Ridgeline to the rescue. Robert and the team were fast and efficient at fixing our urgent connection issues across two brands in a single Gorgias interface. They quickly established a Slack chat and fixed everything within a day or two. Very reasonable cost and super friendly. Highly recommend for Gorgias."
"Ridgeline has been a lifesaver! They handle all front-line customer service tickets and operational needs for us. Michelle, Nathalie, and Miguel are all rockstars. The onboarding process was incredibly quick and easy, and they were up to speed faster than I could have imagined."
"We moved from Zendesk to Gorgias and they made it really easy. They answered all of our questions and integrated with our team via Slack so we could have real-time dialogue. They are really responsive and take time to understand needs and use cases."
"Ridgeline has truly revolutionized our customer care operations with their expert consulting on Gorgias. Faster response times, improved tags and macros, and a more efficient workflow. Highly recommend."
Pricing and Packages
Flexible options to match where you are with Gorgias.
Audit Package
$980
- 20 hours of expert analysis
- Comprehensive audit report covering routing, macros, automation, integrations, and AI Agent
- Actionable recommendations with prioritized roadmap
- Implementation estimates for each recommendation
Best for: Brands already on Gorgias that know something isn't working but need an expert to diagnose it.
Get StartedMonthly Support
Like having an in-house Gorgias team. Pays for itself.
$590/mo
- Dedicated Gorgias experts on retainer
- Ongoing optimization and performance reviews
- New feature implementation as Gorgias releases updates
- Seasonal preparation (BFCM, product launches, sales events)
- Direct Slack access to our team
- Monthly performance reporting
Best for: Brands that want ongoing expert support to keep Gorgias running at peak performance.
Get StartedProfessional Implementation
Custom Quote
- Complete platform setup (150 to 250 hours depending on complexity)
- All channel integration (email, chat, SMS, social, phone)
- Advanced automation and AI Agent configuration
- Full Shopify and ecommerce stack integration
- Macro library, routing logic, views, and team permissions
- Comprehensive team training and documentation
Best for: Brands launching on Gorgias or migrating from another platform. Typically 2 to 4 weeks.
Get StartedNot sure which is right? Our team will work with you to understand your specific needs and recommend the right package.
Schedule a Free ConsultationFrequently Asked Questions
Common questions about Gorgias, ecommerce support, and how Ridgeline helps.
Ready to get the most out of Gorgias?
Whether you're launching, migrating, or optimizing, our team has done this 100+ times. Let's talk about what your support operation needs.