A merchant is seeking a chatbot solution that can provide customer support by accessing both a FAQ knowledge base and individual customer data (orders, tracking, returns status). They also need an integrated ticketing system for staff to handle escalated queries.
Key recommendations:
Gorgias: Widely considered the market leader for Shopify customer service platforms. Offers deep Shopify integration with complete order history access, enabling automated responses for shipping, tracking, and returns questions. Includes full ticketing system.
Tidio: Another popular option with AI chatbot capabilities, FAQ training, live order information access, and integrated live chat/ticketing for staff management.
My_AskAI: Alternative solution that integrates with existing helpdesks (Gorgias, Zendesk, Intercom, Shopify, HubSpot). Acts as first-line AI support agent handling WISMO (Where Is My Order) queries, with automatic escalation to human agents. Pricing at $0.10/ticket.
The consensus is that these are “customer service platforms” rather than simple chatbots, designed specifically to combine AI automation with Shopify data access and human support workflows.
Summarized with AI on October 24.
AI used: claude-sonnet-4-5-20250929.
I am wondering whether anyone has found a chatbot that is able to provide conversational support to customers, drawing upon a FAQ knowledge base and access to the customers orders and personal details?
I can see many apps that offer chatbot for product discovery but none that seem to have access to the customer’s data to answer questions such as delivery status, tracking number, returns status etc.
It would be super helpful if it also had a ticketing system so that our staff can manage support tickets / emails where the chatbot has escalated for this type of response.
Yes, there are several excellent apps that can do exactly what you need. You are looking for a “customer service platform,” not just a simple chatbot. These platforms have deep Shopify integrations, allowing them to access order data to answer questions like “Where is my order?” automatically.
The top recommendations that combine an AI chatbot, a knowledge base, and a full ticketing system are Gorgias and Tidio.
Gorgias is widely seen as the market leader for Shopify stores. Its main strength is pulling in complete customer order histories, which allows its chatbot to automate responses about shipping status, tracking, and returns.
Tidio is another very popular and powerful option. Its AI chatbot can be trained on your FAQ and is also built to access live order information to answer customer questions about their specific purchases, all while being connected to a live chat and ticketing system for your staff.
Both of these apps are designed to solve the exact problem you are describing. I would recommend watching a demo for each to see which interface and pricing model works best for you.
Do you already use a ticketing system/help desk like Gorgias, Zendesk, Intercom, Shopify or HubSpot?
If so our Shopify app may good a good fit. It integrates directly with each of those helpdesks as an AI agent/chatbot and acts as a first line support agent.
We integrate directly with Shopify customer and product data so it will easily be able to answer WISMO type questions automatically for you.
If it can’t answer or if the user asks, it will pass the conversation over to your team in any of those ticketing systems. All of this is for $0.10/ticket, and we have some case studies on our site you can see.
If you don’t already have a helpdesk, I can recommend Gorgias as being very popular with Shopify ecoms, Tidio is a little further behind with their platform and generally speaking has more of a sales focus.
Hope that helps and let me know if you have any questions!