Gorgias Review
Ecommerce helpdesk that connects support tickets to Shopify order data and automates replies with AI
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Looking for a Gorgias alternative? See our ranked comparison.→What is Gorgias?
Gorgias is a customer support helpdesk built for ecommerce brands. Its deepest integration is with Shopify (the vendor says it powers customer conversations for roughly 40% of Shopify brands), and it also supports BigCommerce, Magento, and WooCommerce. Tickets from email, live chat, Instagram, Facebook, TikTok, WhatsApp, voice, and SMS all land in one inbox, and each ticket shows the customer's order history, order status, and past purchases pulled straight from the store.
The product bills mainly on ticket volume, not seats. Every plan has unlimited agent seats but caps the number of 'billable tickets' (any conversation touched by a human, a rule, or the AI Agent) per month, with overage fees above that cap. The AI Agent is priced and billed separately, per resolved conversation, instead of being bundled into the helpdesk tiers.
In 2026 Gorgias shipped a 'Helpdesk 2.0' redesign of the agent workspace and kept rebuilding its AI Agent around configurable 'Skills' (instructions for handling an intent, like returns or cancellations) and 'Actions' (steps it can take in connected apps), aimed at cutting handover-to-human rates and speeding up automated responses.
Who it's for
- ✓ Shopify (or BigCommerce/Magento/WooCommerce) stores that want order and shipping data inline with every support ticket
- ✓ Ecommerce brands that want to automate order-status, returns, and FAQ replies with an AI agent tied to store data
- ✓ Teams consolidating email, live chat, and social DMs (Instagram, Facebook, TikTok, WhatsApp) into one inbox
Who should look elsewhere
- ✗ B2B or non-ecommerce companies that get no benefit from Shopify/BigCommerce order-data integration
- ✗ High-ticket-volume teams on a tight budget, since pricing scales with ticket count and overages add up fast
- ✗ Teams that want a flat per-agent price instead of a ticket-volume-based plan
Pros
- + Deep, native order-data integration with Shopify and other ecommerce platforms shows order status, shipment tracking, and purchase history right inside the ticket
- + AI Agent can be trained on store policies and connected to order actions (refunds, cancellations, address changes) instead of just answering FAQs
- + Unlimited agent seats on every plan, so adding headcount doesn't raise the base subscription price
- + Single inbox spans email, chat, and social/messaging channels (Instagram, Facebook, TikTok, WhatsApp) plus voice and SMS add-ons
- + 189 apps in the integration library (up to 150 can be active at once) for ecommerce tools like reviews, loyalty, and subscriptions
Cons
- – Pricing is based on billable ticket volume with overage fees, so costs are less predictable than flat per-seat pricing as support volume grows
- – AI Agent is billed separately per resolved conversation ($0.90-$1.00 each) on top of the helpdesk plan, adding a second variable cost
- – Voice and SMS are paid add-ons priced per ticket rather than included in any plan
- – Enterprise-level features (higher ticket allowances, dedicated support) require custom, contact-sales pricing instead of a published rate
Gorgias pricing
What you pay for
Gorgias charges by monthly ticket volume, not by seat. Every plan gives you unlimited agent seats but caps how many billable tickets (any conversation a human, a rule, or the AI Agent touches) you get before overage fees kick in. The cheapest paid plan, Starter, is $10/month for 50 billable tickets and $0.40 per ticket over that. There's no free tier, only a 7-day free trial with no payment method required, and pricing for every published tier is public on the Gorgias pricing page. Enterprise plans (5,000+ tickets) are quote-only.
At about $10/month to start, it is one of the cheaper options in Customer Support & Help Desk.
| Plan | Price | Highlights |
|---|---|---|
| Starter | $10/mo | 50 billable tickets/month included · $0.40 per overage ticket · Unlimited users |
| Basic | $60/mo | 300 billable tickets/month included · $50/month if billed annually · $40 per 100 overage tickets |
| Pro | $360/mo | 2,000 billable tickets/month included · $300/month if billed annually · $36 per 100 overage tickets |
| Advanced | $900/mo | 5,000 billable tickets/month included · $750/month if billed annually · $36 per 100 overage tickets |
| Enterprise | Custom | 5,000+ billable tickets/month · $32 per 100 overage tickets · Dedicated support for larger revenue tiers |
Starting price is the Starter plan at $10/month, billed monthly. Annual billing saves up to about 16% on Basic, Pro, and Advanced: Basic drops to $50/month, Pro to $300/month, Advanced to $750/month. A 'billable ticket' is any conversation on a Gorgias channel touched by a human agent, a rule, or the AI Agent. Overage tickets are billed on top of the plan quota. AI Agent is a separate add-on, billed per resolved conversation at $1.00 monthly or $0.90 annually, with overages at $1.50. Voice ($0.40-$1.20/ticket) and SMS ($0.41-$0.80/ticket) are additional add-on channels. All figures are from the vendor pricing page, checked today.
Pricing verified July 6, 2026 · source
How Gorgias's pricing compares
Gorgias next to its closest alternatives on entry price, billing, and whether pricing is public.
| Tool | Starting price | Billing | Free option | Pricing disclosed |
|---|---|---|---|---|
| Gorgias | $10/seat/mo | tiered | Trial (7 days, no payment method required) | Partly public |
| Zendesk | $19/seat/mo | per-seat | Trial (14 days (defaults to Suite Professional plan with Copilot access)) | Partly public |
| Freshdesk | $19/seat/mo | per-seat | Trial (14 days, full Enterprise plan access, no credit card required) | Public |
| Zoho Desk | $7/seat/mo | per-seat | Yes | Public |
| Help Scout | $25/seat/mo | per-seat | Yes | Public |
| Intercom | $19/seat/mo | per-seat | Trial (14 days, no credit card required) | Public |
Is Gorgias still actively developed?
Last significant update: June 2026. Shipped a rebuilt chat widget UI meant to feel like a native part of the storefront instead of a bolted-on widget, with a cleaner, navigation-focused home screen.
Top Gorgias alternatives
Gorgias FAQ
Is Gorgias free?+
No. There's no permanently free plan. Gorgias offers a 7-day free trial with full feature access and no payment method required, and the cheapest paid plan (Starter) starts at $10/month for 50 billable tickets.
How does Gorgias pricing actually work?+
Plans are priced by monthly 'billable ticket' volume, not by number of agents (seats are unlimited on every plan). Starter is $10/month for 50 tickets, Basic is $60/month (or $50/month billed annually) for 300 tickets, Pro is $360/month (or $300/month annually) for 2,000 tickets, and Advanced is $900/month (or $750/month annually) for 5,000 tickets. Going over the included ticket count triggers overage charges. The AI Agent is billed separately at roughly $0.90-$1.00 per automated conversation it resolves.
Does Gorgias only work with Shopify?+
Shopify is its deepest and most-marketed integration, but Gorgias also supports BigCommerce, Magento, and WooCommerce stores with similar order-data-in-ticket functionality.
What is the Gorgias AI Agent and is it included in the plan price?+
The AI Agent is Gorgias's automated response feature. It resolves customer conversations end-to-end using store data and configurable Skills and Actions. It's not included in the base helpdesk price: it's billed per resolved (fully automated) conversation, at about $1.00 on monthly billing or $0.90 on annual billing, with overage conversations costing more.