Gorgias

Name: Gorgias
Brand: Gorgias
Price: 10503 USD

The ecommerce help desk that bills by ticket, not by agent

Gorgias is a customer support platform built for online stores, and the one mainstream help desk that has never charged per agent: you buy a monthly allowance of billable tickets, add overage on top, and add as many people to the account as your plan allows. It unifies email, live chat, social, SMS, and voice in one inbox, connects natively to Shopify, BigCommerce, and Adobe Commerce so agents can refund, cancel, and edit orders without leaving the ticket, and layers an AI Agent that is metered separately at roughly a dollar for every conversation it resolves on its own.

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Overview

Gorgias was founded in 2015 and grew up inside the Shopify app store, which explains almost everything about the product. It is not a general help desk that later added a commerce connector; it is a support inbox designed around the assumption that the customer writing to you has an order number, and that the fastest possible resolution is an agent seeing that order in the sidebar and acting on it in place. Refunds, cancellations, order edits, subscription changes, and shipping-address corrections all happen inside the ticket. Roughly ten thousand stores were on it by the 2022 Series C, and the vendor now positions itself as Shopify's Enterprise Premier Partner for customer experience.

The billing model is the second thing that defines it. Every other help desk in this category charges per seat, so a store that hires six seasonal agents for the fourth quarter pays six times more in December. Gorgias charges for billable tickets instead: Starter is $10 a month for 50 tickets, Basic $60 for 300, Pro $360 for 2,000, and Advanced $900 for 5,000, with overage at $0.40 a ticket on the lower plans and $0.25 on Pro. Seats are capped at three on Starter and Basic and become unlimited from Pro upward. For a store with a volume-driven, part-time support rota, that inversion is worth real money.

What has changed since 2025 is that there are now two meters running at once. The AI Agent is billed separately, per conversation it fully resolves without a human, at about $0.90 on annual billing and $1.00 on monthly, with plan baselines running from roughly 90 automated interactions to 2,500 and more, and overage rates that can reach $1.50 or higher per interaction. Gorgias is fair about the double-count question: a conversation the AI resolves on its own is billed as an automated interaction, and one it hands to a human becomes an ordinary help desk ticket, so you are not charged twice for the same conversation. But at scale the AI line can exceed the help desk line, and modelling that before you sign is the single most important thing a buyer can do here.

The catch worth knowing before you fall in love with the demo is that the AI Agent requires a connected Shopify store. The help desk itself runs perfectly well on BigCommerce and Adobe Commerce, including agent-side order actions, but the headline automation that the entire 2026 marketing story is built around is Shopify-only. If you are on BigCommerce or Magento, you are buying the 2022 version of Gorgias at 2026 prices.

Best for

Direct-to-consumer Shopify stores doing between a few hundred and a few thousand support conversations a month, especially ones with seasonal volume spikes and a part-time or agency support rota, where most tickets are order-status, returns, and exchanges and where the fastest fix is an agent acting on the order from inside the ticket.

Not the right fit for

B2B SaaS and services companies. Gorgias is built around order objects; if your customers do not have order numbers, you are paying an ecommerce premium for a shared inbox that Help Scout or Front does better.
BigCommerce, Adobe Commerce, and WooCommerce merchants who are buying Gorgias for the AI Agent. The AI Agent requires Shopify, and no amount of enthusiasm from the sales call changes that.
Stores with very low ticket volume and a large team. If four people between them answer sixty emails a month, the ticket meter is charging you for a platform while a $0 shared mailbox would do the job.
Teams that need a mature enterprise workflow engine, approval chains, asset management, or ITSM. Gorgias has no ambition in that direction and never has.
Buyers who cannot tolerate a variable bill. Two meters running at once means the invoice moves with your traffic, and a viral product or a shipping failure produces a support spike and a billing spike on the same day.

How it works

1
You connect your store first, not your mailbox. The Shopify, BigCommerce, or Adobe Commerce integration syncs orders, customers, products, and tags into Gorgias, and that sync is what makes the rest of the product useful. Then you point your support address at Gorgias, install the chat widget, and connect whichever social accounts you answer from.
2
Every inbound message becomes a ticket in one shared view, with the customer's order history, lifetime spend, and tags on the right-hand side. Agents answer email, chat, Instagram, Facebook, SMS, and voice from the same queue, and take Shopify actions (refund, cancel, duplicate, edit shipping address, change a subscription) from inside the ticket rather than switching to the admin.
3
Rules and Macros do the repetitive work. A Rule matches on intent, channel, customer tag, or order state and then tags, assigns, replies, or closes; a Macro is a saved reply with order variables and optional actions attached, so one click can send the answer and issue the refund together. Views split the queue by team, channel, or SLA state.
4
The AI Agent sits in front of all of that. You give it Guidance (your policies written in plain language) plus your help center content, and it answers and acts autonomously on the conversations it is confident about, escalating the rest. Billing follows that boundary: resolved by AI means an automated interaction charge, escalated to a human means an ordinary billable ticket. Reporting then closes the loop with support performance, CSAT, and, on Pro and above for Shopify stores, revenue statistics that attribute sales back to support conversations.

Feature breakdown

27 features in 5 modules

Ecommerce-native ticketing

The reason Gorgias exists: the order is in the ticket, and so are the actions.

Shopify order actions inside the ticket: Refund, cancel, duplicate, and edit orders, correct shipping addresses, and adjust subscriptions from the conversation view, with the change written back to Shopify. Agents never open the store admin to close a return.
Customer sidebar with order history: Past orders, lifetime spend, tags, and fulfilment state render next to the message, so the agent has the context that would otherwise take three tabs to assemble.
BigCommerce and Adobe Commerce support: Native connectors covering Magento 2.2 through 2.4 on Open Source, Commerce, and cloud, with agent-side order edits, cancellations, and credit memos. Note that the AI Agent does not run on these platforms.
Commerce app ecosystem: More than one hundred integrations with the tools stores already run, including Recharge, Klaviyo, Yotpo, Attentive, Postscript, and Loop Returns, so subscription and returns data lands in the same sidebar.
Ticket-based billing with generous seat allowances: Starter and Basic include three agent seats; Pro and Advanced include unlimited seats. Nobody pays per head from Pro upward, which is unusual in this category.

Channels

One queue for everything, with two channels sold as metered add-ons.

Email and live chat: The core channels, included on every plan. The chat widget is embeddable on the storefront and hands off into the same ticket stream as email.
Social channels: Facebook, Instagram, and comment or DM handling flow into the shared inbox, which matters for consumer brands whose customers complain publicly before they email.
Voice add-on: Native telephony sold separately, with usage fees that scale with call volume. Billing counts a voice ticket when at least one call takes place between a customer and your help desk.
SMS add-on: Also sold separately with usage-based pricing. A billable SMS ticket is counted when at least one outbound message is sent from Gorgias.
Unified conversation thread: A customer who starts in chat and follows up by email stays one customer record, so agents are not answering the same person twice in two products.

AI Agent and automation

The 2026 headline, and the second meter on your invoice.

Autonomous resolution: The AI Agent answers and acts on conversations end to end across email, chat, and text, with Gorgias citing up to sixty percent of inquiries resolved instantly. You are billed only for conversations it fully resolves.
Guidance-based configuration: Instead of building decision trees, you write brand policies in plain language and point the agent at your help center and internal documentation. AI Agent 3.0 shipped in summer 2026.
Real Shopify actions, not just answers: The agent reads live storefront data (order history, catalogue, inventory, customer tags) and can issue refunds, edit subscriptions, and update shipping details rather than only writing a reply.
Reasoning transparency and intent reporting: Success rates by intent and the reasoning behind each response are exposed in reporting, which is what you need to decide whether to widen or narrow the agent's remit.
Rules engine: If-this-then-that automation over channel, keyword, intent, customer tag, and order state, handling tagging, assignment, auto-replies, and closure without touching the AI meter.
Macros with actions attached: Saved replies that carry order variables and can execute a Shopify action in the same click, which is where most of the practical time saving in Gorgias actually comes from.

Self-service and help center

A hosted knowledge base that feeds both the customer and the AI.

Hosted help center: A public article site you can point at a custom domain, which is the difference between a knowledge base that ranks in search and one that lives on a vendor subdomain.
Internal knowledge base: Private, agent-only articles for team procedures and troubleshooting, kept separate from customer-facing content.
AI article suggestions: Gorgias reads your ticket history and proposes articles you have not written yet, which is a genuinely useful way to attack the long tail of repeat questions.
Help center reporting: A dedicated report on article performance sits alongside the support performance reports, so you can see which content is actually deflecting.
Content as AI training material: The same articles are the substrate the AI Agent answers from, so investment in the knowledge base compounds into a higher automated resolution rate.

Reporting, SLA, and administration

Standard support metrics plus the revenue attribution nobody else in this category ships.

Revenue statistics: Attributes sales back to support conversations so you can show what the team generated, not just what it cost. Shopify stores only, and Pro plan or higher.
Support performance reports: Pre-built views covering overview, productivity, agents, busiest times of day, channel, and satisfaction, tracking first response time, resolution time, one-touch tickets, and handle time.
CSAT surveys: Post-resolution satisfaction collection feeding a satisfaction report broken down by agent and channel.
SLA and business hours: Business-hours definitions and time-based rules let you escalate or auto-reply when a conversation goes unanswered, rather than discovering the breach in a weekly review.
Views and queue segmentation: Saved, shareable queues by team, channel, tag, or age, which is how a five-person team stops working out of one undifferentiated list.
REST API and webhooks: A documented HTTP API plus event webhooks for tickets, customers, and integrations, which is how stores wire Gorgias into a warehouse system or a custom returns flow.

Use cases

4 documented

Shopify DTC brand with a seasonal support spike

Volume triples between Black Friday and January, so the team hires four temporary agents, and every per-seat help desk turns that into a fourfold seat bill for two months.

On Pro, seats are unlimited, so the temporary agents cost nothing to add and the bill moves only with the ticket count that was going to rise anyway. When volume drops in February the spend drops with it, without a plan downgrade negotiation.

Two-person support team drowning in where-is-my-order

Eighty percent of tickets are order status, and answering each one means opening Shopify, finding the order, checking the tracking link, and pasting it back into Gmail.

Macros with order variables collapse that into one click, and the AI Agent takes the same intent off the queue entirely, at roughly $0.90 a resolution. The team stops answering the easy eighty percent and starts having time for the hard twenty.

Ecommerce ops lead trying to justify the support budget

Support is treated as a cost centre in the monthly review and there is no data to argue otherwise, because the help desk reports on response time rather than money.

Revenue statistics on Pro attribute sales to support conversations, turning a cost line into a contribution line. This is Shopify-only, which is a real constraint, but it is the argument no other help desk in this bracket hands you.

BigCommerce merchant evaluating Gorgias for the AI

The pitch and the pricing page are entirely about the AI Agent, and the store runs on BigCommerce rather than Shopify.

The evaluation should end early. The help desk and the order actions work, but the AI Agent does not run on BigCommerce, so the thing being paid for is not available. Freshdesk or Help Scout with a separate AI layer is the more honest comparison.

Pricing

from $10 per month (Starter, 50 tickets, 3 seats)

Volume-based subscription metered by billable tickets rather than agent seats, with a separate usage meter for AI Agent resolutions and further usage-based add-ons for voice and SMS.

Plan	Price	Includes
Starter	$10 per month	50 billable tickets included 3 agent seats Overage at $0.40 per ticket Email support channel AI Agent available, billed separately from roughly $1.00 per resolution A genuine entry point rather than a token tier, but 50 tickets goes fast and the email-only scope is limiting.
Basic	$60 per month	300 billable tickets included 3 agent seats Overage at $0.40 per ticket Email, chat, and social channels Rules, macros, and help center Around $50 per month on annual billing. The three-seat cap is the thing most buyers miss.
Pro	$360 per month	2,000 billable tickets included Unlimited agent seats Overage at $0.25 per ticket Revenue statistics for Shopify stores Full reporting suite Roughly $300 per month annually. This is where the unlimited-seat argument actually starts.
Advanced	$900 per month	5,000 billable tickets included Unlimited agent seats Custom overage rates Higher AI Agent interaction baselines Priority onboarding support About $750 per month on annual billing.
Enterprise	Custom quoted annually	Negotiated ticket and AI interaction volumes Unlimited agent seats Custom overage rates Dedicated support relationship

Add-ons

AI Agent (About $0.90 per resolved conversation on annual billing, $1.00 on monthly): Gorgias's own plan guidance cites AI Agent starting around $250 per month. Plan baselines run from roughly 90 automated interactions to 2,500 and above; overage is $1.00 to $2.00 per interaction on support-only monthly plans, $0.83 to $1.67 on annual, and $1.50 across tiers when the Shopping Assistant role is included.
Voice (Usage-based, scales with call volume): A billable voice ticket is counted when at least one call takes place between a customer and your help desk.
SMS (Usage-based, scales with text volume): A billable SMS ticket is counted when at least one outbound message is sent from Gorgias.
Extra ticket volume ($0.40 per ticket on Starter and Basic, $0.25 on Pro): Overage is automatic; there is no hard stop that pauses your support inbox mid-month.

Billing notes

A ticket becomes billable when at least one message goes out from Gorgias, whether sent by a human, by the AI Agent, or by an automatic Rule reply. Each conversation counts once no matter how many messages it contains, so a long back-and-forth is one ticket. Auto-replies from Rules do make an otherwise untouched ticket billable, which is worth remembering before you build a clever auto-responder.
Annual billing saves up to about seventeen percent: Basic drops to roughly $50, Pro to $300, and Advanced to $750 per month.
Seats are unlimited from Pro upward but capped at three on Starter and Basic. The widely repeated line that Gorgias never charges per agent is true at the top of the range and misleading at the bottom.
Worked example at 500 conversations a month with no AI: Basic at $60 covers 300, and the remaining 200 at $0.40 add $80, for $140 a month. If instead the AI resolves 40 percent of them, the 300 human tickets stay inside the Basic allowance at $60 and the 200 AI resolutions cost about $180 at $0.90, for roughly $240 a month, or about $310 once you account for the roughly $250 minimum AI Agent commitment. Assumptions: annual billing rates, no voice or SMS, and no month where volume spikes.
Worked example at 2,000 conversations a month with no AI: Pro at $360 covers all of them flat, and Basic would have cost $60 plus 1,700 overage tickets at $0.40, which is $740, so Pro is the cheaper plan well before you reach 2,000. If the AI then resolves half of those conversations, the 1,000 human tickets sit on Basic at $60 plus 700 overage at $0.40 for $340, but the 1,000 AI resolutions cost about $900. The AI line is now larger than the help desk line, and the total is roughly $1,240 a month against $360 for the same volume answered by humans on Pro.
The lesson from those two examples is not that AI is bad value. It is that at $0.90 a resolution, automation only pays if a human touching that ticket would have cost more than $0.90 of loaded agent time, which for a genuine thirty-second order-status reply is a closer call than the sales deck suggests.
Voice and SMS are separate products with their own usage meters on top of everything above, so an omnichannel Gorgias deployment can have four meters running at once.
There is no free plan, and the 7-day trial is capped at 10 email ticket messages, which is enough to see the interface and nowhere near enough to test the AI Agent at volume. Ask for a longer pilot before committing to annual.

Value assessment: For a Shopify store doing 1,000 to 3,000 tickets a month with a fluctuating agent count, Gorgias is the best-priced serious help desk on the market, and it is not close: Pro at $360 with unlimited seats beats six or eight Help Scout seats plus a Shopify connector, and the order actions save real minutes per ticket. Below about 300 tickets a month the calculation inverts, because you are paying a platform fee to answer a volume that a shared Gmail with labels handles for nothing. And the AI Agent should be judged as a separate purchase with its own business case, not as a feature of the plan: at roughly a dollar a resolution it is priced like a contractor, and it deserves the same scrutiny you would give one.

Strengths & limitations

Strengths

The only mainstream help desk that does not price by seat above the entry tiers, which is a structural advantage for stores with seasonal, part-time, or agency support staffing.
Shopify actions inside the ticket are the real product. Refunding, cancelling, and editing orders without leaving the conversation removes the tab-switching that is most of the actual work in ecommerce support.
Revenue statistics attribute sales back to support conversations, which is the single most useful reporting feature in this category and is not offered by Help Scout, Freshdesk, or Front.
Honest AI billing boundary: you are charged for a conversation the AI resolves or for the human ticket it becomes, not for both.
Genuinely broad channel coverage in one queue, including native voice and SMS as first-party add-ons rather than third-party integrations.
Deep commerce ecosystem, with over a hundred app integrations covering the subscription, loyalty, returns, and messaging tools that stores already run.
Well capitalised and independent, with over $100M raised across rounds that include Shopify itself as an investor, and SOC 2 Type II plus HIPAA capability at the bottom of the price range.

Limitations

The AI Agent requires Shopify. BigCommerce, Adobe Commerce, and WooCommerce merchants get the 2022 help desk while paying for a company whose entire current positioning is the AI.
Two meters running at once makes the bill hard to forecast, and voice and SMS add two more. Budgeting for Gorgias is a modelling exercise, not a line item.
The three-seat cap on Starter and Basic quietly undermines the marketing claim of never charging per agent, and pushing to Pro for a fourth agent is a jump from $60 to $360.
Nothing here fits non-commerce businesses. Strip out the order object and you have an ordinary shared inbox priced against a commerce feature set you cannot use.
The 7-day trial capped at 10 email ticket messages is inadequate for evaluating a product whose value depends on automation rates you can only see at volume.
Support tiering is based on your company revenue rather than the plan you bought, so a small store on Advanced does not automatically get the attention its bill might imply.
Overage is uncapped by default, so a support spike arrives on the invoice rather than being throttled, which is friendly to your customers and unfriendly to your forecast.

Head-to-head comparisons

5 alternatives

Gorgias vs Intercom

from $29 per seat per month (Essential), plus $0.99 per Fin resolution

Both now sell an AI agent metered per resolution, so the comparison comes down to what surrounds it. Intercom charges per seat on top of Fin's per-resolution fee and is built for B2B SaaS with product tours, outbound messaging, and a mature developer platform. Gorgias charges by ticket with unlimited seats from Pro and is built around Shopify order actions. A software company should take Intercom; a store should take Gorgias, because Fin cannot cancel an order and Intercom's seat model punishes a seasonal rota.

Full Gorgias vs Intercom comparison

Gorgias vs Freshdesk

from $19 per agent per month (Growth, billed annually)

Freshdesk is the cheap generalist: a free tier, low per-agent prices, and a broad feature set that works for any industry. Gorgias is the expensive specialist that pays for itself only if your tickets are attached to orders. If you have three permanent agents and modest volume, Freshdesk costs less and does more categories of thing. If you have fluctuating headcount and thousands of order-related tickets a month, Gorgias's ticket meter and Shopify actions win on both cost and handle time.

Full Gorgias vs Freshdesk comparison

Gorgias vs Tidio

from $24.17/mo (Starter, as published on the pricing page)

Tidio is chat-first with Lyro AI priced per AI conversation, and it is the cheaper way to deflect high-volume storefront questions before they ever reach a queue. Gorgias is a full help desk with email, social, voice, SMS, and order actions behind it. Pick Tidio if your problem is pre-purchase chat volume on a small store; pick Gorgias if your problem is post-purchase ticket handling across channels and you need agents to act on orders rather than just answer.

Full Gorgias vs Tidio comparison

Gorgias vs Crisp

from $45/mo flat (Mini, 4 seats included)

Crisp charges a flat monthly fee per workspace with AI bundled, which makes it dramatically more predictable than Gorgias's stack of meters and cheaper at almost any volume. What it does not have is native Shopify order actions, revenue attribution, or the commerce app ecosystem. Choose Crisp when budget certainty is the binding constraint and your agents can live with a browser tab open to the store admin; choose Gorgias when the time saved per ticket by acting in place is worth the variable bill.

Full Gorgias vs Crisp comparison

Gorgias vs Help Scout

from $21/user/mo (Standard, billed annually; $25 monthly)

Help Scout is the better product for making support feel like a human wrote it, and the better fit for B2B and services companies, but it charges per seat and then charges again per AI resolution. Gorgias inverts the seat model and adds commerce actions Help Scout has no equivalent for. A five-agent B2B SaaS team should take Help Scout; a five-agent Shopify store answering returns and order status should take Gorgias, and the deciding question is simply whether your customers have order numbers.

Full Gorgias vs Help Scout comparison

Implementation & onboarding

Setup time: Half a day to be answering tickets, one to two weeks to be answering them well. Connecting the store and forwarding the support address is quick; building the macro library, the rules, and the help center content that actually reduces handle time is the part teams underestimate.
Learning curve: Low for agents, who mostly need to learn that the order actions are in the sidebar. Moderate for the person who owns the account, because Rules, Macros, Views, and AI Guidance interact, and a badly written auto-reply Rule can make otherwise free tickets billable.
Onboarding: Self-serve signup on every plan. Support tiering is set by your company revenue band rather than your plan, so onboarding attention varies by how large your store is rather than by how much you spend on Gorgias.
Migration notes: Inbound migration from Zendesk, Freshdesk, and Help Scout is well-trodden and third-party migration services cover it. Outbound is the part to check before you commit: your tickets, customers, and macros are reachable through the REST API, so a full export is a scripting job rather than a button, and you should confirm you can run that script before signing an annual contract. Help center articles need to be moved separately, and any Shopify actions embedded in macros do not port to a non-commerce help desk.

Platform, API & security

Platforms: Web appiOSAndroidEmbeddable chat widgetShopify appBigCommerce appAdobe Commerce module
API: Documented REST API covering tickets, customers, integrations, and macros, plus event webhooks and a public app platform with more than one hundred listed commerce integrations.
Compliance: SOC 2 Type II (report available on request via the trust center)HIPAA capability documented in the trust centerGDPR
Data residency: Hosted on Google Cloud Platform; no customer-selectable regional residency advertised on the public security page.
SSO: SSO for Google and Microsoft 365, plus two-factor authentication.
Security notes: Application data is transmitted over HTTPS with TLS, and backups are continuous and encrypted. A public trust center at trust.gorgias.com hosts the SOC 2 report and compliance documentation, alongside a published security whitepaper.

Support & resources

Channels: In-app chatEmail supportOnboarding assistancePartner and agency network
Documentation: Extensive documentation at docs.gorgias.com covering billing mechanics, integrations, rules, macros, statistics, and the AI Agent, plus developer API documentation.
Community: Large agency and Shopify partner ecosystem, with a tech partner directory and an active presence in ecommerce operator communities.

Company

Founded: 2015
Headquarters: San Francisco, California, United States
Ownership: Venture-backed, independent
Founders: Romain Lapeyre, Alex Plugaru
Employees: Over 400 (est. 2026); 245 at the time of the 2022 Series C
Funding: Roughly $101M raised in total, including a $30M Series C in August 2022 at a $710M valuation and a $29M Series C-2 in May 2024 reported at a $530M valuation. Shopify is among the investors.

Funding history

Round	Amount	Year	Notes
Seed through Series B	Approximately $42M combined	2016 to 2021	Derived from the $72.4M total raised reported at the time of the 2022 Series C.
Series C	$30M	2022	Led by Transpose Platform and Shopify at a $710M valuation, with more than 10,000 stores on the platform.
Series C-2	$29M	2024	Led by SaaStr and Alven with participation from Horsley Bridge, Amplify, Shopify, Sapphire, and CRV; reported at a $530M valuation.

Timeline

2015Founded by Romain Lapeyre and Alex Plugaru as a support tool for online stores, growing out of the Shopify app ecosystem rather than the general help desk market.
2021Expands beyond Shopify with BigCommerce and Adobe Commerce connectors and adds live chat, social, and SMS to what had been an email-led product.
2022Raises a $30M Series C led by Transpose Platform and Shopify at a $710M valuation, with more than 10,000 stores and 245 employees across seven offices.
2024Raises a $29M Series C-2 led by SaaStr and Alven, explicitly framed around leading an AI-powered era of ecommerce customer experience.
2025Launches AI Agent as a separately metered product billed per resolved conversation, and adds native voice as a usage-based add-on.
2026Ships AI Agent 3.0 in the summer and repositions the whole company as an AI agent for ecommerce, with Shopping Assistant and Support Agent roles and status as Shopify's Enterprise Premier Partner for CX.

Integrations

Shopify and Shopify Plus (deep two-way sync with order actions)
BigCommerce
Adobe Commerce (Magento 2.2 to 2.4)
Recharge
Klaviyo
Yotpo
Attentive
Postscript
Loop Returns
Slack
REST API and webhooks
More than 100 apps in the Gorgias app directory

Frequently asked questions

11 questions

What is Gorgias?

Gorgias is a customer support help desk built for online stores. It unifies email, live chat, social messages, SMS, and voice into one queue, shows the customer's order history alongside every conversation, and lets agents refund, cancel, or edit orders from inside the ticket. It connects natively to Shopify, BigCommerce, and Adobe Commerce, and it charges by ticket volume rather than by agent seat.

How much does Gorgias cost?

Starter is $10 a month for 50 billable tickets and 3 seats, Basic is $60 for 300 tickets and 3 seats, Pro is $360 for 2,000 tickets with unlimited seats, and Advanced is $900 for 5,000 tickets. Overage runs $0.40 a ticket on the lower plans and $0.25 on Pro. Annual billing saves up to about seventeen percent. The AI Agent, voice, and SMS are all metered separately on top.

Does Gorgias really charge per ticket instead of per agent?

Yes, with an asterisk. Your subscription buys a monthly allowance of billable tickets, and a ticket becomes billable when at least one message leaves Gorgias, whether a human, the AI Agent, or an automatic Rule sent it. Seats are genuinely unlimited from the Pro plan upward, which is a real advantage if you staff up seasonally. But Starter and Basic cap you at three agent seats, so the never-per-agent claim only holds at $360 a month and above.

How is the Gorgias AI Agent billed?

Separately, per conversation it fully resolves on its own: roughly $0.90 on annual billing and $1.00 on monthly, with Gorgias's own plan guidance citing AI Agent starting around $250 a month. Plan baselines run from about 90 automated interactions to 2,500 and above, with overage between $0.83 and $2.00 per interaction depending on plan and billing frequency, or $1.50 across tiers when the Shopping Assistant role is included. If the AI cannot resolve a conversation and hands it to a human, it becomes an ordinary help desk ticket instead, so you are not charged on both meters for the same conversation.

What would Gorgias actually cost me at 500 or 2,000 tickets a month?

At 500 conversations with no AI, Basic covers 300 for $60 and the other 200 cost $80 in overage, so about $140 a month. If the AI handles 40 percent, the human tickets fit inside Basic's allowance at $60 and the 200 AI resolutions add roughly $180, landing near $240, or closer to $310 once the AI Agent minimum is included. At 2,000 conversations with no AI, Pro covers all of them for a flat $360. If the AI resolves half of them, the 1,000 human tickets cost about $340 on Basic with overage and the 1,000 AI resolutions cost about $900, for roughly $1,240 total. These assume annual rates, no voice or SMS, and stable volume.

Does the Gorgias AI Agent work on BigCommerce or Magento?

No. The AI Agent requires a connected Shopify store and is not supported on BigCommerce, Adobe Commerce, or WooCommerce. The help desk itself runs fine on those platforms, including agent-side order edits, cancellations, and credit memos on Magento 2.2 through 2.4, but those actions are taken by humans. If you are on a non-Shopify platform and the AI is your reason for buying, this is a disqualifying constraint and you should find it out now rather than after signing.

Which channels are included and which cost extra?

Email, live chat, and social channels including Facebook and Instagram are part of the subscription, though the Starter plan is limited to email. Voice and SMS are separate add-on products with their own usage-based meters: a voice ticket bills when at least one call takes place, and an SMS ticket bills when at least one outbound message is sent. A store running email, chat, AI, voice, and SMS has four meters on its invoice at once.

Does Gorgias include a knowledge base?

Yes. There is a hosted help center for customer-facing articles that can be pointed at your own custom domain, which matters for search visibility, plus a separate internal knowledge base for agent-only procedures. Gorgias also reads your ticket history and suggests articles you have not written. The same content is what the AI Agent answers from, so knowledge base investment directly raises your automated resolution rate.

Can Gorgias tell me how much revenue support generated?

Yes, and this is its most distinctive reporting feature. Revenue statistics attribute sales back to support conversations, so you can argue that the team contributes rather than just costs. It is available only for Shopify stores and only on Pro and higher plans, which is a meaningful gate given Pro is $360 a month, but no comparable help desk in this price bracket offers the equivalent.

Is Gorgias worth it compared with just running a shared Gmail inbox?

Not always. If you send fewer than roughly 200 support emails a month, Gmail with labels, a shared alias, and a couple of canned responses costs nothing and will not lose you any customers. The break comes when agents start colliding on the same thread, when you cannot answer where-is-my-order without opening Shopify in another tab, or when you need to prove response times to anyone. At that point the tab-switching and the collisions cost more than $60 a month in wasted agent time, and Gorgias earns its place. Below it, the ticket meter is charging you for a problem you do not have.

Is my data portable if I leave Gorgias?

Reasonably, but plan for it. Tickets, customers, and macros are reachable through the documented REST API, so a complete export is a scripting exercise rather than a single download button, and you should prove you can run that script before you sign an annual contract. Help center articles migrate separately. Anything encoded as a Shopify action inside a macro has no equivalent in a general-purpose help desk, so that logic is rebuilt rather than moved.

Editorial verdict

Gorgias is the right answer for Shopify stores and close to the wrong answer for everyone else. The ticket meter and unlimited seats above Pro genuinely suit a support team whose headcount moves with the season, the order actions inside the ticket save minutes on every conversation that a general help desk cannot, and revenue attribution is the only reporting feature in this bracket that lets a support lead argue in the language finance speaks. What has to be modelled before you buy is the second meter: at roughly $0.90 a resolution the AI Agent can cost more than the help desk itself, and it does not run on BigCommerce or Magento at all, which makes the 2026 marketing story inapplicable to a meaningful chunk of the addressable market. Buy it if you are on Shopify, doing more than a few hundred tickets a month, and willing to treat the AI as a separate purchase with its own business case. Skip it if your customers do not have order numbers, if your volume is small enough that a shared Gmail still works, or if a variable invoice is something your finance team will not tolerate.

Written by the SaaSTracker editorial team. Awards, when shown, are judged against the published criteria in our methodology.