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 $50 a month for 300 tickets, Pro $300 for 2,000 and Advanced $750 for 5,000, on annual billing. The AI Agent costs $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: $10 per month
- The catch: Every conversation the AI Agent handles is billed twice: once as an automated interaction at $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 $1.50.
Score breakdown
Gorgias scores 7.4 out of 10 on rubric v1.0. The rubric rates list prices and public documentation, not hands-on performance.
From $60 to under $100 per agent per month. Computed: $93 per agent per month at 10 agents.
Plan prices and AI prices are public, but the billable unit, the minimums or the overage rules are not fully defined in writing.
A customer-facing AI agent is documented, but its price or its billing unit is not public.
Self-serve trial with no mandatory fees, plus either a free plan or a documented tool for importing from other help desks.
Email, live chat and a help center, plus native phone or native messaging (WhatsApp, SMS or social).
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.
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 $1.50, well above the $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 $10 a month for 50 tickets, monthly billing only. On annual billing Basic is $50 for 300 tickets, Pro $300 for 2,000 and Advanced $750 for 5,000; monthly billing costs $60, $360 and $900. Extra tickets cost $0.40 each on Starter and Basic and $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: $77 for Basic, $471 for Pro and $1,227 for Advanced, and $40 for Starter. Voice starts at $25 a month and SMS at $17 a month for 25 tickets on annual billing ($30 and $20 monthly). Prices are published in US dollars only. See Gorgias pricing.
| Plan | Billed annually | Billed monthly | Key limits and included AI |
|---|---|---|---|
| Starter | — | $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 | $50 per month | $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 | $300 per month | $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 | $750 per month | $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 centers, a faster API limit and a custom DPA. |
AI and paid add-ons
| Add-on | Price | Source |
|---|---|---|
| AI Agent, annual billing (also counts as a billable ticket) | $0.90 per AI resolution | Source |
| AI Agent, monthly billing (also counts as a billable ticket) | $1 per AI resolution | Source |
| AI Agent above the plan's included interactions | $1.50 per AI resolution | Source |
| Extra helpdesk ticket (Starter and Basic) | $0.40 per ticket | Source |
| Extra helpdesk ticket (Pro and Advanced) | $0.36 per ticket | Source |
| Voice add-on, from (annual billing, entry tier) | $25 per month | Source |
| SMS add-on, from (annual billing, entry tier) | $17 per month | Source |
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 | $230 | $0 | $135 | $365 | $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 | $480 | $0 | $450 | $930 | $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 | $3,450 | $0 | $2,250 | $5,700 | $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. |
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 $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 $0.90 and also counted as tickets; interactions beyond your plan's allowance really cost $1.50, so heavy AI use is understated. No agent-assist add-on is documented. Gorgias pricing explained · Help desk 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: $0.90 each on annual plans and $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 $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 $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 before switching it on.
Key facts
- Vendor
- Gorgias, Inc.
- Founded
- 2015
- Pricing model
- Per ticket volume
- Price from
- $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.
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 |
| 56% | Automation rate Orthofeet reached within two months, from a Gorgias customer story | Orthofeet — Named customer, published by the vendor | Source |
| 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 |
| $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 |
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 and compare it with Zendesk or the other help desks for ecommerce.
Related pages
- Gorgias pricing explainedpricing
- Gorgias vs Zendeskvs
- Best help desk softwarebest list
- Best help desk software for small businessbest list
- Best help desk for ecommercebest list
Frequently asked questions
How much does Gorgias cost?
On annual billing, Basic costs $50 a month for 300 tickets, Pro $300 for 2,000 and Advanced $750 for 5,000. Starter is $10 a month for 50 tickets, monthly only. AI Agent is extra at $0.90 per automated interaction. See Gorgias pricing.
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 for how the models compare.
Do AI Agent conversations also count as tickets?
Yes, on accounts created since May 28, 2025. Each automated interaction is charged at $0.90 (or $1 on monthly billing, and $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 or Zendesk alternatives.
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.
Sources
- Gorgias pricing — Gorgias · September 18, 2026
- Voice and SMS add-on price tiers (pricing page script) — Gorgias · September 18, 2026
- How you're billed for using Gorgias — Gorgias Help Center · September 18, 2026
- Legacy pricing for Helpdesk and AI Agent subscribers — Gorgias Help Center · September 18, 2026
- Voice add-on 101 — Gorgias Help Center · September 18, 2026
- SMS add-on 101 — Gorgias Help Center · September 18, 2026
- Import data from Zendesk — Gorgias Help Center · September 18, 2026
- Migrate from non-Zendesk providers — Gorgias Help Center · September 18, 2026
- Languages Gorgias can detect — Gorgias Help Center · September 18, 2026
- Set the language AI Agent replies in — Gorgias Help Center · September 18, 2026
- Security and privacy FAQ for Gorgias AI Agent — Gorgias Help Center · September 18, 2026
- Security at Gorgias — Gorgias · September 18, 2026
- Data Processing Agreement — Gorgias · September 18, 2026
- List of data subprocessors — Gorgias · September 18, 2026
- Gorgias AI Agent — Gorgias · September 18, 2026
- About Gorgias — Gorgias · September 18, 2026
- Gorgias customer stories — Gorgias · September 18, 2026
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