Answer every customer from one inbox

Gorgias is purpose-built for Shopify support and its native order actions, such as refunding or editing an order inside the ticket, are better out of the box. Service Hub wins when you want support in the same system as marketing and sales, so one customer record carries their tickets, their orders, and their email history. If support is fully separate from your CRM and always will be, a dedicated tool may serve you better, and we will say so.

Usually yes, from Zendesk, Gorgias, Freshdesk, and most mainstream tools. What migrates cleanly is the conversation thread, requester, timestamps, and status. What often does not is internal notes formatting, macros, and custom fields, which typically need rebuilding rather than importing. We usually recommend migrating one to two years of history rather than everything, because older tickets rarely get read and they slow the migration considerably.

Starter covers a shared inbox and basic ticketing, which is enough for a small team that mainly needs to stop losing emails. Professional is where SLA policies, automated routing, the knowledge base, and proper reporting live, and that is what most brands asking this question actually need. Enterprise matters for multiple teams with separate permissions. We size it during scoping so you are not paying for a tier your process does not use yet.

Only if it is built from your ticket data and surfaced where customers hit friction. Writing twenty generic articles and burying them in a footer changes nothing. We pull your highest-volume repeat questions, write those articles specifically, and link them from the chat widget, order confirmation emails, and the product pages where the question arises. Deflection concentrates in a handful of topics, usually shipping times, returns, and order status.

The Shopify connection puts order history on the contact record, so the agent sees recent orders, fulfillment status, and tracking in the same view as the conversation. For deeper actions such as issuing a refund or editing an order, agents either use a card that surfaces the data with a link into Shopify admin, or we build a custom card that pulls ERP or 3PL data for cases where Shopify is not the whole picture.

Three to five weeks for a single-language team. Channel consolidation and pipelines are quick; the time goes into agreeing what your ticket stages and priorities actually mean, and writing the knowledge base articles properly. Multilingual routing or migrating ticket history adds one to two weeks. We onboard channels in sequence rather than switching everything at once, so the team is never learning a new tool and clearing a backlog on the same day.