Gorgias Review: Pricing, AI Agent Fees and Who It Fits

Gorgias is worth it for a Shopify store whose agents spend the day on orders, refunds and shipping questions, at roughly 300 to 2,000 tickets a month. It bills by tickets, not agents: $10 to $900 a month on monthly billing, or $50 to $750 a month billed annually for Basic to Advanced.

The catch this Gorgias review turns on is AI Agent. On current pricing, a conversation it resolves still counts as a ticket and adds $0.90 to $1.00 on top. I read Gorgias’s pricing page in both billing views and its help center billing rules in October 2026, then worked through five example store situations.

Gorgias at a Glance

Gorgias is an ecommerce help desk that bills by monthly ticket volume and puts its AI Agent and Shopify order data in the same inbox as the agents.

What Gorgias is used for follows from that design: answering order, refund and shipping requests with the customer’s order history, lifetime spend and fulfillment status beside the reply. Gorgias says 17,000+ ecommerce brands use its platform.

A $10 entry price says little about the real bill, so the strengths and the catches decide more than the sticker.

Gorgias Pros and Cons

Gorgias’s strengths run through Shopify order data and seat-free pricing; its weaknesses sit in how AI Agent, Voice and the upper-plan features are billed.

The Shopify App Store listing, read on October 20, 2026, shows a 4.3 rating from 706 reviews, with 82% at 5 stars and 10% at 1 star. One merchant’s September 2026 review on the Shopify App Store objects that spam calls leaving a voicemail are billed as Voice tickets, at $2.20 once past the allowance.

That complaint matches Gorgias’s own billing rule, so a store that gets spam calls should budget for them before switching Voice on.

Gorgias Features

Five features decide a Gorgias purchase: Shopify order actions and the shared inbox on every plan, Rules and Flows, AI Agent as a paid add-on on every plan, and revenue attribution from Pro.

Shopify order actions inside the ticket

With a Shopify store connected, an agent can create, duplicate, cancel, refund and edit orders, create draft orders and change the shipping address from the ticket sidebar (Gorgias’s Shopify Actions article). This sidebar is what Gorgias is known for, and the reason a Shopify team shortlists it.

The sidebar also shows order history, lifetime spend, tags, fulfillment status, order notes and imported Shopify metafields, and an agent can send a one-time discount code from the ticket (Shopify connection guide). Other store platforms get customer profiles and order history in the sidebar, but this expanded set is Shopify’s.

The limits show up on older and foreign orders:

• Edit order does not work on archived orders, orders placed more than 60 days ago, or orders in a currency other than the store’s.
• A refund works on orders paid through one payment gateway; gift card amounts are excluded.
• A draft order cannot be edited in Gorgias once created.

A store selling in several currencies will send some edits back to Shopify admin, so the time saved is largest for a single-currency Shopify store.

One inbox for email, chat, social, Voice and SMS

Email, chat, social and help center channels come on every plan, with Facebook, Instagram, WhatsApp and Contact Forms feeding the same queue; the compare table lists the paid Voice and SMS add-ons from Basic.

How Gorgias splits a conversation matters as much as the channel list. An email reply more than 10 days after the last message opens a new ticket; on Chat, SMS and Voice the gap is 3 days.

The new ticket bills again once your team replies, so a customer who answers a shipping update on chat four days later costs a second ticket.

Rules, macros and Flows

Rules and macros can insert Shopify variables, and a macro can carry an action that duplicates, cancels, refunds or edits the order when an agent applies it. Flows, Order Management and Article Recommendations let customers self-serve in Chat, the Help Center and Contact Forms.

A ticket becomes billable as soon as a Rule sends an automatic reply in it. An acknowledgement Rule on every inbound email therefore turns every email into a billable ticket, including ones nobody would have answered.

Flows and Order Management point the other way: one that resolves an inquiry without an agent bills only an automation fee, not a ticket fee. For tracking and sizing questions, that makes them the cheaper automation path.

AI Agent and Shopping Assistant

AI Agent answers on Email and Chat from your Shopify data, Help Center, website, uploaded documents and written Guidance, and takes Actions in connected apps, such as updating an address in Shopify. It needs a connected Shopify store. Brand voice and guardrails and Actions (cancel, discount, apply) start at Basic.

The controls are what make it safe to switch on (how AI Agent works):

• It answers only from your knowledge sources, and stays silent when it finds no answer.
• A second AI model checks each reply; a reply below its confidence threshold goes to your team.
• You set exclusion and handover topics for refunds, legal questions or anything else high-risk.
• Every AI message in chat carries an “Automated” label.

Shopping Assistant adds the pre-sales side: sales playbooks, selling style and discount strategies. Its proactive features bill by outcome: a shopper who clicks an AI FAQ question but never replies costs a ticket fee only, and one who ignores a search-assist message costs nothing.

AI Agent answers only from the knowledge sources you give it, so load your own policies before the trial starts. To decide which conversations to hand to AI at all, compare them with these AI customer service workflows.

Revenue and automation analytics

Support performance, live statistics and automation statistics come on every plan; revenue attribution starts at Pro and reads its data from Shopify orders. A CX lead who has to show finance what support sells needs Pro, even at a ticket volume Basic covers. How much work all this takes to switch on is the next question.

Gorgias Ease of Use

For a Shopify store, the documented setup is short. From Settings, open Workspace > Store, choose Add new store > Shopify, click Connect Shopify, and approve the permissions in the Shopify App Store. Gorgias then imports customer profiles and order history in the background, which takes longer on a bigger store.

You need to be a Shopify store owner or admin to connect. A brand with several Shopify stores repeats the steps per store, assigns each channel to a store, and filters views and rule conditions by store inside one helpdesk.

Help scales with the plan: self-serve onboarding on Starter and Basic, 1:1 onboarding on Pro, and white-glove onboarding with a dedicated CSM on Advanced.

Gorgias’s pricing page promises “Live on your store in under an hour.” Its plan guide (May 2026) describes a 7-day trial with a cap of 10 email ticket messages and no Help Center publishing, so the trial shows the sidebar and the setup, not a week of real email volume.

Setup is light for a Shopify store. The bill is where the real decision sits.

Gorgias Pricing

Gorgias costs $10 to $900 a month on monthly billing, or $50 to $750 a month billed annually for Basic to Advanced, and every plan is priced by tickets a month. You pay for each ticket your helpdesk replies to, plus an AI fee on each conversation AI Agent fully resolves.

The Gorgias pricing page sells three self-serve plans (Starter, Basic and Pro), Advanced through a sales call, and a custom plan for teams over 5,000 conversations a month. The screenshot shows the Monthly view with the AI Agent toggle on; the table below gives the helpdesk prices without it.

Plan	Monthly billing	Annual billing	Tickets a month	User seats	Overage
Starter	$10 a month	Monthly billing only	50	3	$0.40 per ticket
Basic	$60 a month	$50 a month, $600 billed annually	300	500	$40 per 100 tickets
Pro	$360 a month	$300 a month, $3,600 billed annually	2,000	500	$36 per 100 tickets
Advanced	$900 a month	$750 a month, $9,000 billed annually	5,000	500	$36 per 100 tickets
Enterprise	Talk to sales	Talk to sales	Over 5,000	Not listed on the pricing page	Not listed on the pricing page

Sources: Gorgias pricing page, Monthly and Annual views, US prices in USD before sales tax, checked October 2026.

Annual billing is paid upfront for 12 months. Pro on monthly billing comes to $360 x 12 = $4,320 a year, against $3,600 billed annually. I would only commit to the annual price after one busy season on monthly billing shows which tier your volume really lands on.

Gorgias charges state sales tax where the law requires it, based on your billing address, so the figures in this section are list prices before tax.

How billable tickets and overage work

A ticket counts once, as soon as your helpdesk sends one message in it, whether an agent, a Rule or AI Agent sends it, however many messages follow. If you are new to counting support work this way, my explainer on what a ticketing system does covers the basics.

Gorgias filters out newsletters, spam and auto-responders, and an inbound ticket nobody replies to does not bill. In Gorgias’s own example, 15 inbound emails with replies on 3 of them make 3 billable tickets (billing article).

Overage is billed per extra ticket: $0.40 each on Starter, $40 per 100 on Basic, and $36 per 100 on Pro and Advanced. Gorgias’s own example puts 302 tickets on Basic at $60 + 2 x $0.40 = $60.80.

Spikes are where overage bites. A Pro store whose busy month reaches 4,000 tickets pays for 2,000 extra tickets at $36 per 100: $360 + 20 x $36 = $1,080, more than Advanced’s $900. Before a busy month you can see coming, the Billing & usage page lets you raise a product’s usage limit to avoid overage fees.

What AI Agent adds to the bill

AI Agent adds a fee rather than saving one: each automated interaction costs $1.00 on monthly plans or $0.90 on annual plans, and the resolved ticket still counts as a helpdesk ticket. An interaction counts as automated when no human agent gets involved within 72 hours. When AI Agent hands over to your team, you pay the ticket fee only.

The pricing page’s AI toggle bundles a set number of interactions into each plan:

Sources: Gorgias pricing page with Add AI Agent switched on, Monthly and Annual views, checked October 2026.

Each bundle works out to the FAQ’s rate per interaction, as Pro’s $190 for 190 interactions on monthly billing shows. The compare table on the same page lists a per-interaction rate by plan instead: $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced.

Take an illustrative store with invented volumes: 2,000 tickets in a month, 600 of them fully resolved by AI.

Pro includes 2,000 tickets for $360 a month on monthly billing or $300 a month billed annually, and the FAQ prices each AI Agent interaction at $1.00 on monthly plans or $0.90 on annual plans.

Billing every interaction at those rates, the store pays $360 + 600 x $1.00 = $960 a month on monthly billing, or $300 + 600 x $0.90 = $840 a month on annual billing.

At the compare table’s $0.90 rate instead, the monthly-billing figure would be $360 + 600 x $0.90 = $900. Either way, the 600 resolved tickets still use 600 of the store’s 2,000.

So judge AI Agent against the agent hours it frees, never against the Gorgias invoice, which it only raises. Gorgias’s billing article says the actual cost of each automation depends on your subscription tier and points to the Billing & usage page for your plan’s details.

Voice and SMS add-ons

Voice starts at $30 a month on monthly billing ($25 a month on annual billing) for 25 calls, with extra calls at $2.20 each. SMS starts at $20 a month ($17 a month on annual billing) for 25 texts, with extra texts at $1.50.

Sources: Gorgias pricing page, add-on tiers in the Monthly view, checked October 2026.

On every tier an extra call or text costs more than the tier’s own per-ticket rate ($2.20 against $1.20 on the smallest Voice tier), so buy the tier that covers your busy month.

A Voice ticket bills when an agent answers an inbound call, when a caller leaves a voicemail, or when an outbound call reaches a customer or their voicemail. Follow-up calls on the same ticket cost nothing extra.

One conversation can also bill on three products at once. An email the agent answers, follows with a call, and closes with a Rule-sent SMS counts as 1 helpdesk, 1 Voice and 1 SMS ticket.

Cost at example ticket volumes and when to upgrade

Your ticket count picks the plan, but a plan gate can override it.

Here are three illustrative stores with invented ticket and call volumes, priced at list prices before tax. None of the volumes is a typical or average store.

New store. Starter, billed monthly, costs $10 for 50 tickets plus $0.40 per extra ticket, with 3 seats, no BigCommerce, and no Voice or SMS add-ons in the compare table. An illustrative store at 150 tickets in a month pays for 100 extra tickets: $10 + 100 x $0.40 = $50 for the month.

Growing store. Basic, billed annually, costs $50 a month for 300 tickets plus $40 per 100 extra tickets, and AI Agent, Voice and SMS bill on top of it. An illustrative store at 800 tickets a month pays for 500 extra tickets: $50 + 500 x $0.40 = $250 a month.

Phone-heavy brand. Pro, billed monthly, costs $360 for 2,000 tickets, and the Voice tier for 76 to 150 calls a month costs $135 more. An illustrative brand at 2,000 tickets and 120 calls a month pays $360 + $135 = $495 before any AI or text-message fees.

Sources: Gorgias pricing page and Gorgias billing article, checked October 2026; volumes are an illustrative example.

The AI-heavy month and the busy-season spike are worked out in the AI Agent and overage sections above.

The break-even points between plans, assuming the overage rate the compare table prints for each plan:

• Starter to Basic: above 175 tickets, Starter costs more than Basic on monthly billing ($10 + 125 x $0.40 = $60).
• Basic to Pro: at 1,050 tickets on monthly billing ($60 + 750 x $0.40 = $360), or 925 tickets billed annually ($50 + 625 x $0.40 = $300).
• Pro to Advanced: at 3,500 tickets on monthly billing ($360 + 15 x $36 = $900), or 3,250 tickets billed annually ($300 + 12.5 x $36 = $750).

The gates move some stores up earlier. BigCommerce needs Basic; Magento, revenue attribution and audit logs need Pro; an SLA and a dedicated CSM need Advanced. A Magento store at 500 tickets pays for Pro regardless of volume.

I would start a Shopify store at 300 to 1,000 tickets on Basic, and move to Pro once volume passes about 1,000 or revenue reporting becomes a requirement. Once the cost at your volume is clear, the remaining question is whether Gorgias fits the rest of your stack.

Integrations, Security and Support

Shopify, Shopify Plus and WooCommerce connect on every plan, BigCommerce from Basic and Magento from Pro. The compare table lists 150+ app integrations on every plan, found in Settings > Apps > App Store by category, with an Actions category for apps AI Agent can act in (App Store guide).

Most apps need their own account with the third-party service, and some need a paid subscription. Apps listed as built by another company are supported by that developer, not by Gorgias. Before a trial, search the App Store for your returns, subscription and reviews apps, and check whether each one offers Actions for AI Agent.

The API allows 2 requests per second on Starter through Advanced and 4 per second on Enterprise. A team syncing a warehouse system or custom dashboards gets no more API headroom on Advanced than on Starter.

Gorgias states these security controls on its security page and plan table:

• SOC 2 Type II certification and HIPAA compliance, with reports on request
• Google Cloud Platform hosting, continuous encrypted backups and TLS connections
• SSO for Google and Microsoft on every plan; the security page also lists two-factor authentication
• GDPR and CCPA compliance on every plan; audit logs from Pro; SAML SSO on Enterprise
• AI Agent data does not train third-party models such as OpenAI’s, under a zero data retention policy with its providers

Support runs from the Community tier on Starter to Dedicated on Advanced, and only Advanced adds an SLA. With fit, cost and stack covered, the question becomes whether your store is the one Gorgias is built for.

Who Should Use Gorgias?

Gorgias fits a Shopify brand where order questions fill the queue and the team changes size with the season. The case weakens fast outside Shopify or where AI is expected to cut the bill.

A small store is served by Starter until it needs a fourth seat, BigCommerce, Voice or SMS, or AI Agent’s brand voice and Actions, all of which the compare table lists from Basic.

Readers on the “not ideal” side usually want to see what the per-agent rivals cost instead.

Gorgias vs Competitors

Gorgias prices by tickets with Shopify order actions in the ticket, while Zendesk, Freshdesk, Help Scout and Intercom price per agent, user or seat. Per-seat pricing favours a small team handling high volume; ticket pricing favours a large or seasonal team at moderate volume.

Sources: Gorgias pricing, Zendesk pricing, Freshdesk pricing, Help Scout pricing, Intercom pricing, checked October 2026.

Zendesk is the rival most Gorgias buyers weigh first, and my Zendesk review covers its suite in depth. Four agents on Support Team cost 4 x $19 = $76 a month paid yearly, whatever the ticket count, so a small team with heavy volume pays less there.

That seat math flips as the team grows, which is why Zendesk’s per-agent plans and AI costs are worth pricing against your own headcount before you choose.

A small team whose volume would push Gorgias past Pro pays per agent on Freshdesk instead, as my Freshdesk review prices out.

A human-first team of five or fewer can start on Help Scout’s free plan, which my Help Scout review weighs against its paid tiers.

Intercom suits a brand that wants Fin across product and support, not only Shopify orders (Intercom review).

If Zendesk and Intercom are your shortlist, the Zendesk vs Intercom comparison sets them side by side.

Best Gorgias Alternatives

Look past Gorgias if per-agent pricing would be cheaper at your volume, if your store runs on WooCommerce or BigCommerce and AI is the reason to buy, or if your support is not ecommerce. My list of help desk software compared by pricing and AI fees ranks the wider field.

A phone-heavy team should also compare customer service platforms ranked by voice and AI agent cost, since Voice tiers and voicemail billing can outgrow the helpdesk fee.

How I Evaluated Gorgias for This Review

I read Gorgias’s pricing page on October 20, 2026 in both billing views, with the AI Agent toggle off and on. I also read its help center articles on billing, legacy pricing, Shopify, AI Agent and the App Store, plus its security page.

Every price, limit and plan gate comes from those official pages, and competitor prices from each vendor’s own pricing page. The cost math is mine, at list prices before tax, with each formula in the tables. The one third-party source is the Shopify App Store listing, attributed where it appears.

For AI interactions past a plan’s bundle, the cost math uses the pricing FAQ’s per-interaction rates by billing cycle and names the compare table’s per-plan rate beside them. Gorgias’s billing article says the actual cost of each automation depends on your subscription tier, so confirm your own rate on the Billing & usage page during the trial.

FAQ

Is Gorgias better than Zendesk?

For a Shopify store whose agents handle orders all day, Gorgias is the better fit: order actions sit in the ticket and Basic includes 500 seats. Zendesk fits a team that is not on Shopify or keeps few agents on heavy volume, since its Support Team plan is $19 per agent per month, paid yearly.

Do spam emails and newsletters count as billable tickets?

No. Gorgias filters out newsletters, spam and auto-responders, and an inbound email nobody answers costs nothing. The exception is a Rule: its automatic reply counts as a helpdesk message, so any ticket a Rule auto-replies to becomes billable, even if no agent touches it.

Can I cancel a Gorgias subscription or trial?

Yes: go to Settings > Billing in your Gorgias dashboard and click Cancel Subscription, and on a trial, cancelling stops billing after the trial ends. Annual plans are paid upfront for 12 months, so start on monthly billing if you are unsure which tier your volume needs.

Does Gorgias work without Shopify?

Partly. The help desk connects WooCommerce on every plan, BigCommerce from Basic and Magento from Pro, with customer profiles and order history in the sidebar. AI Agent, the expanded Shopify actions and Shopify revenue reporting need a connected Shopify store, so a non-Shopify brand buys a help desk without the AI.

Final Verdict: Is Gorgias Worth It?

Yes, for a Shopify brand at roughly 300 to 2,000 tickets a month, on Basic or Pro, with the AI Agent fee budgeted per resolution. The price buys order work from the ticket, 500 seats from Basic, and AI that can act in Shopify.

No, if your store is not on Shopify and AI is the reason to buy, or if you need a bill that does not move with volume.

A three-person team with no phone or SMS channel can stay on Starter at $10 a month, then switch to Basic once volume passes about 175 tickets, where Basic becomes the cheaper plan on monthly billing. Zendesk or Freshdesk fit a small team with heavy volume better; Help Scout fits a small human-first team.

Three checks settle it during the trial:

1. Compare your real monthly ticket count with the break-even points: 175, 1,050 and 3,500 tickets on monthly billing.
2. Count how many trial conversations AI Agent closes without a handover, and price each at $0.90 to $1.00 on top of its ticket.
3. Search the App Store for every app your team uses daily, and note which ones offer Actions.