# Gorgias review

> What Gorgias costs once the AI is switched on, how its plans and billing units work, where your data is hosted, and who it fits. Scored on a published rubric, with every figure sourced.

Published: 19 September 2026 · Updated: 19 September 2026 · Prices and figures verified: 18 September 2026 · By the help-desk.reviews team

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: [How we review](https://help-desk.reviews/en-gb/how-we-review)

Gorgias is a help desk built for online stores, above all Shopify stores, with order data in the inbox and an AI agent that can handle refunds, cancellations and address changes. It is priced by billable tickets a month rather than per agent. Basic costs US$50 a month for 300 tickets, Pro US$300 for 2,000 and Advanced US$750 for 5,000, on annual billing. The AI Agent costs US$0.90 per automated interaction, and each of those interactions also uses up one of your plan's tickets.

**Bottom line**

- **Best for:** Shopify and other ecommerce brands with many agents and moderate ticket volume
- **Not for:** B2B, SaaS or IT support teams, and stores whose ticket volume is high compared with their headcount
- **Price from:** US$10 per month
- **The catch:** Every conversation the AI Agent handles is billed twice: once as an automated interaction at US$0.90 and once as a helpdesk ticket against your plan's allowance. Beyond the interactions included in your plan, the AI rate rises to US$1.50.

## Score breakdown

**Score: 7.4/10**

| Criterion | Weight | Level | What it means |
| --- | --- | --- | --- |
| True cost with AI on | 30% | 4/5 | From US$60 to under US$100 per agent per month. Computed: US$93 per agent per month at 10 agents. |
| Pricing transparency | 20% | 4/5 | Plan prices and AI prices are public, but the billable unit, the minimums or the overage rules are not fully defined in writing. |
| AI, as documented | 15% | 3/5 | A customer-facing AI agent is documented, but its price or its billing unit is not public. |
| Access and switching | 10% | 4/5 | Self-serve trial with no mandatory fees, plus either a free plan or a documented tool for importing from other help desks. |
| Channels and languages | 10% | 4/5 | Email, live chat and a help centre, plus native phone or native messaging (WhatsApp, SMS or social). |
| Data protection and compliance | 15% | 3/5 | A data processing agreement, SOC 2 or ISO 27001, and EU data hosting that is limited to higher plans, a paid add-on or a sales request. |

> **Scored on a public rubric, from prices and documents you can open.** Every score on this site comes from six published criteria: true cost with AI on, pricing transparency, AI as documented, access and switching, channels and languages, and data protection. The cost level is arithmetic on the vendor's list prices. Each price comes from one product database and links to its source, so every page agrees with every other page. The order of our lists is set by our editors and does not always follow the score. Rubric v1.0 · Scores rate list prices and public documentation. We have not run hands-on tests yet, and no page here claims we did. [Read the full method](https://help-desk.reviews/en-gb/how-we-review)

**Strengths**

- No per-agent pricing: Basic, Pro and Advanced each allow up to 500 user seats, so adding agents costs nothing.
- Built around Shopify, with WooCommerce, BigCommerce and Magento also supported and a library of order actions for the AI Agent.
- Every self-serve plan, the ticket overage and the AI Agent rate are published, and the billable ticket is defined in writing.
- Native Voice and SMS add-ons with published price tiers, plus Facebook, Instagram and WhatsApp in the same inbox.
- A 7-day trial with no card, monthly billing, and a documented Zendesk importer that brings over up to 2 years of tickets.

**Weaknesses**

- Each AI-resolved conversation costs an AI fee and also counts as a billable ticket, so automation does not shrink the helpdesk bill.
- AI Agent interactions beyond the plan's allowance cost US$1.50, well above the US$0.90 included rate, and the pricing page shows two different per-interaction rates.
- The headline prices on the pricing page include AI Agent by default, so the helpdesk-only price is lower than the number you see first.
- No agent-assist AI product or price is documented.
- German and Spanish agent interfaces, a HIPAA business associate agreement and ISO 27001 are not documented.

## Pricing

Gorgias sells helpdesk plans by the month, each with an allowance of billable tickets. Starter is US$10 a month for 50 tickets, monthly billing only. On annual billing Basic is US$50 for 300 tickets, Pro US$300 for 2,000 and Advanced US$750 for 5,000; monthly billing costs US$60, US$360 and US$900. Extra tickets cost US$0.40 each on Starter and Basic and US$0.36 on Pro and Advanced. Above that volume, Enterprise is sold by quote. The pricing page opens on annual billing with AI Agent switched on, so the prices shown first are bundles: US$77 for Basic, US$471 for Pro and US$1,227 for Advanced, and US$40 for Starter. Voice starts at US$25 a month and SMS at US$17 a month for 25 tickets on annual billing (US$30 and US$20 monthly). Prices are published in US dollars only. See [Gorgias pricing](https://help-desk.reviews/en-gb/pricing/gorgias).

| Plan | Billed annually | Billed monthly | Key limits and included AI |
| --- | --- | --- | --- |
| Starter | — | US$10 per month | 50 tickets a month, 3 user seats, monthly billing only, community support. With AI Agent switched on it includes 30 automated interactions. |
| Basic | US$50 per month | US$60 per month | 300 tickets a month, up to 500 seats, standard support and self-serve onboarding. With AI Agent on it includes 30 automated interactions. |
| Pro | US$300 per month | US$360 per month | 2,000 tickets a month, one-to-one onboarding and Magento support. With AI Agent on it includes 190 automated interactions and adds brand voice, guardrails and Actions. |
| Advanced | US$750 per month | US$900 per month | 5,000 tickets a month, sold through sales, with white-glove onboarding, dedicated support, an SLA and audit logs. With AI Agent on it includes 530 automated interactions. |
| Enterprise | Quote only | Quote only | By quote, for more than 5,000 conversations a month. Adds SAML single sign-on, unlimited help centres, a faster API limit and a custom DPA. |

_[Source](https://www.gorgias.com/pricing)_

### AI and paid add-ons

| Add-on | Price | Source |
| --- | --- | --- |
| AI Agent, annual billing (also counts as a billable ticket) | US$0.90 per AI resolution | [Source](https://www.gorgias.com/pricing) |
| AI Agent, monthly billing (also counts as a billable ticket) | US$1 per AI resolution | [Source](https://www.gorgias.com/pricing) |
| AI Agent above the plan's included interactions | US$1.50 per AI resolution | [Source](https://www.gorgias.com/pricing) |
| Extra helpdesk ticket (Starter and Basic) | US$0.40 per ticket | [Source](https://www.gorgias.com/pricing) |
| Extra helpdesk ticket (Pro and Advanced) | US$0.36 per ticket | [Source](https://www.gorgias.com/pricing) |
| Voice add-on, from (annual billing, entry tier) | US$25 per month | [Source](https://code-components.website-files.com/6aad599670c7909796d74ad0%2Fmodule%2F809.js) |
| SMS add-on, from (annual billing, entry tier) | US$17 per month | [Source](https://code-components.website-files.com/6aad599670c7909796d74ad0%2Fmodule%2F809.js) |

## True cost at 3, 10 and 50 agents

|  | Plan | Seats and plan | Agent-assist add-on | AI resolutions | Monthly total | per agent |
| --- | --- | --- | --- | --- | --- | --- |
| 3 agents · Entry tier | Basic | US$230 | US$0 | US$135 | **US$365** | US$122 — Volume is above the plan's included tickets; overage applied (cheaper than the next plan up). No agent-assist add-on is sold on this plan. |
| 10 agents · Mid tier | Pro | US$480 | US$0 | US$450 | **US$930** | US$93 — Volume is above the plan's included tickets; overage applied (cheaper than the next plan up). No agent-assist add-on is sold on this plan. |
| 50 agents · Mid tier | Advanced | US$3,450 | US$0 | US$2,250 | **US$5,700** | US$114 — Volume is above the plan's included tickets; overage applied (cheaper than the next plan up). No agent-assist add-on is sold on this plan. |

_3 agents: 750 tickets a month, 150 of them resolved by AI, agent-assist add-on on for every agent. 10 agents: 2,500 tickets a month, 500 of them resolved by AI, agent-assist add-on on for every agent. 50 agents: 12,500 tickets a month, 2,500 of them resolved by AI, agent-assist add-on on for every agent. Estimates from vendors' published USD list prices with annual billing, verified on the date shown on this page. Taxes, discounts, onboarding fees and telephony usage are not included._

Gorgias: no seat price, so extra agents cost nothing; the bill is the cheapest option for your ticket volume on annual billing: either the plan whose allowance covers it, or a smaller plan plus that plan's per-ticket overage. Entry starts at Basic and moves up to Pro or Advanced as volume grows, mid starts at Pro, and top is Advanced; above 5,000 tickets the calculator adds US$0.36 per ticket, though Gorgias sells that volume as Enterprise by quote. Starter is left out because it is monthly-only and capped at 3 seats. The calculator always moves you to the covering plan, although paying overage on the smaller plan can be cheaper for a small overshoot. AI interactions are charged at US$0.90 and also counted as tickets; interactions beyond your plan's allowance really cost US$1.50, so heavy AI use is understated. No agent-assist add-on is documented. [Gorgias pricing explained](https://help-desk.reviews/en-gb/pricing/gorgias) · [Help desk true-cost calculator](https://help-desk.reviews/en-gb/tools/true-cost-calculator)

## AI features and how they are billed

Gorgias sells one AI product: AI Agent, which answers customers on email and chat and can take actions such as refunds, cancellations and address changes. It is available on every plan and billed per automated interaction: US$0.90 each on annual plans and US$1 on monthly plans, bought as an allowance tied to your plan (30 on Starter and Basic, 190 on Pro, 530 on Advanced). Interactions beyond the allowance cost US$1.50. The part buyers miss is that every automated interaction also counts as a billable helpdesk ticket, so a conversation the AI resolves costs the AI fee plus a ticket from your allowance; automation adds cost rather than replacing it. If an agent replies within 72 hours, the AI fee is dropped and only the ticket counts. The pricing page is not consistent: its FAQ gives the two rates above, while its comparison table lists a different rate per plan, down to US$0.85 on Advanced. No agent-assist AI, such as reply drafting for agents, is documented as a separate product or price. Read [do you need the AI add-on](https://help-desk.reviews/en-gb/guides/do-you-need-the-ai-add-on) before switching it on.

## Key facts

- **Vendor:** [Gorgias, Inc.](https://www.gorgias.com/)
- **Founded:** 2015
- **Pricing model:** Per ticket volume
- **Price from:** US$10 per month
- **Free plan:** No
- **Free trial:** Yes
- **Mandatory extra fees:** No
- **Channels:** Email, Live chat, Phone, SMS, WhatsApp, Social messaging
- **Agent interface languages:** Not documented · German: Not documented · Spanish: Not documented
- **EU data hosting:** Yes
- **UK data hosting:** No
- **HIPAA (BAA available):** Not documented
- **Certifications:** SOC 2 Type II, GDPR data processing agreement with SCCs and UK addendum
- **Integrations:** Shopify, WooCommerce, BigCommerce, Magento (100+ apps in the marketplace)
- **Named customers:** Steve Madden, Glossier, BruMate, Orthofeet, Tommy John, Dr. Bronner's, The Diamond Store

## Data hosting and compliance

Gorgias hosts data on Google Cloud Platform in the United States, the European Union and Australia; its documentation says merchants are placed in a region by location and does not describe choosing or changing it, and there is no UK region. It offers a data processing agreement with standard contractual clauses and a UK addendum, gives 15 days' notice of new sub-processors, and holds a SOC 2 Type II report. It says HIPAA and other reports are available on request, but no business associate agreement is documented and ISO 27001 status is unknown. The AI Agent uses OpenAI, Anthropic and Gorgias's own models; Gorgias says merchant data does not train third-party models but that the AI Agent does learn from other brands' interactions, and Anthropic does not appear on its published [sub-processor list](https://www.gorgias.com/legal/list-of-data-subprocessors).

> **For buyers in the United Kingdom:** A help desk holds your customers' personal data, so UK GDPR requires a written contract with the vendor. Hosting outside the UK, including in the EU, is a restricted transfer that needs its own safeguard. And since 19 June 2026 you must let people complain about how you use their data and acknowledge each complaint within 30 days. [Help desk software and data protection law in the United Kingdom](https://help-desk.reviews/en-gb/guides/help-desk-software-and-data-protection-law)

## Vendor claims vs named-customer figures

| Figure | What it measures | Who says so | Source |
| --- | --- | --- | --- |
| 60% | Share of tickets auto-resolved, as claimed on Gorgias's AI Agent page | Gorgias — Vendor claim | [Source](https://www.gorgias.com/ai-agent) |
| 56% | Automation rate Orthofeet reached within two months, from a Gorgias customer story | Orthofeet — Named customer, published by the vendor | [Source](https://www.gorgias.com/customers) |
| 54% | Share of support Pepper's AI Agent automates, from the headline of a Gorgias customer story | Pepper — Named customer, published by the vendor | [Source](https://www.gorgias.com/customers) |
| US$100,000 | Yearly saving Dr. Bronner's attributes to switching from Salesforce, from Gorgias's AI Agent page | Dr. Bronner's — Named customer, published by the vendor | [Source](https://www.gorgias.com/ai-agent) |

All four figures are published by Gorgias, and we found no independent measurement. The named-customer automation rates sit close to the vendor's own claim, which is at least consistent. Remember what automation costs here: each automated interaction is billed and also counts as a ticket, so a high automation rate raises the AI line of the bill without lowering the helpdesk line.

## Verdict

Gorgias is the help desk most Shopify brands shortlist, and its pricing rewards stores with many agents and a moderate number of tickets, because seats cost nothing. It is a poor fit outside ecommerce, and a costly one for stores with high ticket volume or heavy AI use, since every AI-resolved conversation is billed as an interaction and a ticket. Model your real ticket and automation volumes in the [true cost calculator](https://help-desk.reviews/en-gb/tools/true-cost-calculator) and compare it with [Zendesk](https://help-desk.reviews/en-gb/compare/gorgias-vs-zendesk) or the other [help desks for ecommerce](https://help-desk.reviews/en-gb/best/for-ecommerce).

## Related pages

- [Gorgias pricing explained](https://help-desk.reviews/en-gb/pricing/gorgias)
- [Gorgias vs Zendesk](https://help-desk.reviews/en-gb/compare/gorgias-vs-zendesk)
- [Best help desk software](https://help-desk.reviews/en-gb/best/help-desk-software)
- [Best help desk software for small business](https://help-desk.reviews/en-gb/best/for-small-business)
- [Best help desk for ecommerce](https://help-desk.reviews/en-gb/best/for-ecommerce)

## Frequently asked questions

### How much does Gorgias cost?

On annual billing, Basic costs US$50 a month for 300 tickets, Pro US$300 for 2,000 and Advanced US$750 for 5,000. Starter is US$10 a month for 50 tickets, monthly only. AI Agent is extra at US$0.90 per automated interaction. See [Gorgias pricing](https://help-desk.reviews/en-gb/pricing/gorgias).

### Does Gorgias charge per agent?

No. Gorgias charges by billable tickets a month, and Basic, Pro and Advanced allow up to 500 user seats. Starter is the exception, capped at 3 seats. See [per-seat vs per-resolution pricing](https://help-desk.reviews/en-gb/guides/per-seat-vs-per-resolution-pricing) for how the models compare.

### Do AI Agent conversations also count as tickets?

Yes, on accounts created since 28 May 2025. Each automated interaction is charged at US$0.90 (or US$1 on monthly billing, and US$1.50 beyond your allowance) and also counts as one billable helpdesk ticket. If an agent replies within 72 hours, only the ticket is charged.

### Is Gorgias only for Shopify stores?

It is built Shopify-first, but it also connects to WooCommerce, BigCommerce and Magento. It is designed for online retail, so B2B, SaaS or IT support teams will usually be better served by a general help desk; see the [best help desk software](https://help-desk.reviews/en-gb/best/help-desk-software) or [Zendesk alternatives](https://help-desk.reviews/en-gb/alternatives/zendesk).

### Can Gorgias host data in the EU?

Gorgias hosts on Google Cloud in the US, the EU and Australia, and says merchants are placed in the region closest to them. It does not document how to choose or change the region, and many sub-processors are in the US. If EU hosting is a requirement, confirm it in writing and see [help desks with EU data hosting](https://help-desk.reviews/en-gb/best/with-eu-data-residency).

## Sources

- [Gorgias pricing](https://www.gorgias.com/pricing) — Gorgias · 18 September 2026
- [Voice and SMS add-on price tiers (pricing page script)](https://code-components.website-files.com/6aad599670c7909796d74ad0%2Fmodule%2F809.js) — Gorgias · 18 September 2026
- [How you're billed for using Gorgias](https://docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385) — Gorgias Help Center · 18 September 2026
- [Legacy pricing for Helpdesk and AI Agent subscribers](https://docs.gorgias.com/en-US/legacy-pricing-for-helpdesk-and-ai-agent-subscribers-2315106) — Gorgias Help Center · 18 September 2026
- [Voice add-on 101](https://docs.gorgias.com/en-US/voice-add-on-101-190713) — Gorgias Help Center · 18 September 2026
- [SMS add-on 101](https://docs.gorgias.com/en-US/sms-add-on-101-197386) — Gorgias Help Center · 18 September 2026
- [Import data from Zendesk](https://docs.gorgias.com/en-US/import-data-from-zendesk-214412) — Gorgias Help Center · 18 September 2026
- [Migrate from non-Zendesk providers](https://docs.gorgias.com/en-US/migrate-from-non-zendesk-providers-214415) — Gorgias Help Center · 18 September 2026
- [Languages Gorgias can detect](https://docs.gorgias.com/en-US/languages-gorgias-can-detect-81768) — Gorgias Help Center · 18 September 2026
- [Set the language AI Agent replies in](https://docs.gorgias.com/en-US/set-the-language-ai-agent-replies-in-5414440) — Gorgias Help Center · 18 September 2026
- [Security and privacy FAQ for Gorgias AI Agent](https://docs.gorgias.com/en-US/security-and-privacy-faq-for-gorgias-ai-agent-1997987) — Gorgias Help Center · 18 September 2026
- [Security at Gorgias](https://www.gorgias.com/security) — Gorgias · 18 September 2026
- [Data Processing Agreement](https://www.gorgias.com/legal/data-processing-agreement) — Gorgias · 18 September 2026
- [List of data subprocessors](https://www.gorgias.com/legal/list-of-data-subprocessors) — Gorgias · 18 September 2026
- [Gorgias AI Agent](https://www.gorgias.com/ai-agent) — Gorgias · 18 September 2026
- [About Gorgias](https://www.gorgias.com/about-us) — Gorgias · 18 September 2026
- [Gorgias customer stories](https://www.gorgias.com/customers) — Gorgias · 18 September 2026

---

Canonical: https://help-desk.reviews/en-gb/reviews/gorgias