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Gorgias Reviews: 4.6/5 — Highly Rated
Gorgias is a customer service and helpdesk software designed to streamline communication between businesses and their customers. It integrates with multiple e-commerce platforms and centralizes customer interactions from various channels, such as email, live chat, and social media, into one dashboard. Gorgias enhances customer support efficiency by providing automation tools, customizable templates, and analytics to improve response times and quality of service.
| Capabilities |
AI
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| Deployment | Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Gorgias’s pricing page loads with “Add AI Agent” already toggled on, so the first price you see is not the helpdesk price. Switch it off and Starter drops from $40 to $10, Basic from $77 to $50, and Pro from $471 to $300. The AI Agent is a genuinely good product and Gorgias is not hiding the toggle — but it is on by default, and on the entry plan it quadruples the number in large type.
- What it is: An ecommerce help desk with a built-in AI agent, priced by ticket volume rather than by agent.
- Best for: Shopify and ecommerce brands whose support volume, not headcount, is the thing that grows.
- Pricing: Helpdesk only — Starter $10, Basic $50, Pro $300, Advanced $750 per month. With AI Agent — $40, $77, $471, $1,227. Verified July 2026.
- The honest catch: Exceeding your ticket allowance costs roughly 2.4× the included per-ticket rate.
What Is Gorgias?
Gorgias is a help desk built specifically for ecommerce, and its integration list makes that plain: Shopify, WooCommerce, BigCommerce, Magento, PrestaShop. Agents see order history, refund buttons, and subscription status inside the ticket, which is the difference between a support tool that knows your store and one that requires a second tab. Gorgias says it powers customer conversations for 40% of Shopify brands.
The commercially interesting decision is the meter. Gorgias states it outright — “never priced per agent” — and charges by tickets handled instead, from 50 a month to 5,000. In a category where Freshchat, Zendesk, and Intercom all bill per seat, that inverts the whole cost model: adding a support agent costs nothing, and a busy month costs money.
The AI Agent is sold on outcomes: you pay when it resolves a conversation, not for access to it.
How Gorgias Works
- Tickets are the meter — 50, 300, 2,000, then 5,000 a month.
- Agents are unlimited. Gorgias states it is never priced per agent.
- AI Agent is a separate line, toggled on by default on the pricing page.
- Overage is published at $0.40 per ticket on the lower tiers, $0.36 on the upper.
- Starter is monthly-only — no annual option on the entry plan.
- Voice and SMS are add-ons, priced by call and text volume.
Gorgias Pricing
Captured from Gorgias’s pricing page in July 2026 in US dollars, reading the annual toggle and both states of the AI Agent switch.
| Plan | Helpdesk only | With AI Agent | Tickets/mo | Overage |
|---|---|---|---|---|
| Starter | $10 | $40 | 50 | $0.40/ticket |
| Basic | $50 ($600/yr) | $77 ($924/yr) | 300 | $0.40/ticket |
| Pro | $300 ($3,600/yr) | $471 ($5,652/yr) | 2,000 | $0.36/ticket |
| Advanced | $750 ($9,000/yr) | $1,227 ($14,724/yr) | 5,000 | $0.36/ticket |
What actually decides your cost:
- Check the AI toggle before you compare anything. The page opens with AI Agent enabled. The add-on works out at $30 a month on Starter, $27 on Basic, $171 on Pro, and $477 on Advanced. If you want a helpdesk and not an AI agent, the entry price is $10, not $40 — and any comparison you make against a competitor from the landing figures will be wrong.
- Not being priced per agent is the real story. A five-person support team pays the same as a one-person team on the same ticket volume. Against Freshchat’s €19 to €79 per agent, or any seat-priced help desk, that changes the arithmetic entirely for teams with many part-time or seasonal agents.
- Overage is expensive relative to the tier. Included tickets work out at $0.20 each on Starter and $0.15 on Pro and Advanced, while overage runs $0.36 to $0.40 — roughly 2.4 times the included rate. Gorgias publishes both numbers, which is to its credit, but it means running consistently over allowance is the costliest way to buy.
- The upgrade points follow from those rates. Starter plus overage equals Basic at about 150 tickets a month; Basic equals Pro at about 925; Pro equals Advanced at about 3,250. Past each, the higher plan is cheaper and gives headroom.
- Starter is monthly-only. The card says “billed monthly, cancel anytime” and “monthly billing only”, so the 17% annual discount available on the other tiers does not apply to it.
- Voice and SMS are separate add-ons, scaling with call and text volume, so a brand doing phone support should price those before committing.
Who Should Use Gorgias
- Shopify and ecommerce brands. The clearest case — order data inside the ticket is what the product is for.
- Teams with many agents and moderate volume. Unlimited agents makes seasonal and part-time staffing free.
- Brands automating support. The AI Agent is outcome-priced, so you pay for resolutions rather than access.
- Businesses with predictable ticket volume. The published allowances and overage rates make the bill forecastable.
It fits poorly for non-ecommerce support, where the store integrations are wasted; for very spiky volume, where overage at 2.4× the included rate punishes peaks; and for teams wanting a free tier, which Gorgias does not offer.
Honest Pros and Cons
Strengths
- Never priced per agent, which is genuinely unusual in help desk software.
- Deep ecommerce integration across Shopify, WooCommerce, BigCommerce, Magento, and PrestaShop.
- Published overage rates, so the bill is forecastable.
- Outcome-priced AI, charged on resolutions rather than access.
- A $10 entry point if you skip the AI agent.
- One bill for helpdesk, AI, and optionally voice and SMS.
Limitations
- The AI toggle is on by default, so displayed prices are inflated by up to 4×.
- Overage costs ~2.4× the included per-ticket rate.
- Starter has no annual discount — monthly billing only.
- No free plan, only a trial.
- The jump from Basic to Pro is sixfold — $50 to $300 helpdesk-only.
- Voice and SMS cost extra, priced separately by volume.
Gorgias Alternatives and How It Compares
- Freshchat is priced per agent with a free tier for ten, better for teams with low volume and many seats.
- Zoho Desk is a general-purpose help desk at lower cost, without the ecommerce depth.
- HubSpot Service Hub suits teams already in HubSpot, with costs rising as hubs are added.
- LiveChat and Tidio are chat-first tools rather than full ticketing systems.
- Zendesk, Kustomer, Gladly, and Re:amaze are the other help desks Gorgias positions against directly.
For a broader survey, browse our help desk directory.
The Verdict
Gorgias has made the right structural bet for its market. Ecommerce support is high-volume and low-complexity — where is my order, can I change the size, please refund this — and the useful thing is having order data in the ticket and an AI that can resolve the routine cases. Charging by ticket rather than by agent fits that reality: your cost tracks how much support you need, not how many people you have handling it, which is exactly backwards from how most help desks bill and exactly right for a brand with seasonal or part-time agents.
Read the toggle before the price. The page loads with “Add AI Agent” already on, and the difference is not marginal: Starter is $40 displayed against $10 for the helpdesk alone, Basic $77 against $50, Pro $471 against $300. The AI Agent may well be worth its $27 to $171 a month — it is outcome-priced, so you pay when it actually resolves something — but that is a decision to make deliberately rather than by default. Switch it off, establish your helpdesk baseline, then decide whether to add it back.
The other number to model is overage. Included tickets cost $0.15 to $0.20 each depending on tier; going over costs $0.36 to $0.40 — about 2.4 times as much. Gorgias publishes both figures, which is more than most usage-priced software does, and the practical consequence is clear: Starter plus overage costs the same as Basic at roughly 150 tickets a month, Basic equals Pro at about 925, and Pro equals Advanced at about 3,250. Buy the tier that fits your normal month rather than your quietest one, because absorbing a regular overage is the most expensive way to use this product.
FAQ
How much does Gorgias cost?
Captured in July 2026 in US dollars. For the helpdesk alone: Starter $10 per month, Basic $50 ($600 annually), Pro $300 ($3,600), and Advanced $750 ($9,000). With the AI Agent add-on, which the pricing page enables by default, those become $40, $77, $471, and $1,227 per month. Ticket allowances are 50, 300, 2,000, and 5,000 per month respectively.
Does Gorgias charge per agent?
No. Gorgias states plainly that it is “never priced per agent” — plans are metered on tickets handled, from 50 to 5,000 a month, and you can add as many agents as you like at no extra cost. That is unusual in help desk software, where per-seat pricing is the norm, and it makes Gorgias notably cheaper for teams with several part-time or seasonal support staff.
Why does Gorgias show a higher price than the helpdesk costs?
Because the pricing page loads with the “Add AI Agent” switch already enabled. Turning it off reveals the helpdesk-only prices — $10, $50, $300, and $750 — against the $40, $77, $471, and $1,227 shown by default. The AI Agent is a real product priced on the conversations it resolves, but it is an add-on, so switch the toggle off first if you want to compare Gorgias’s help desk against anything else.
What happens if I exceed my Gorgias ticket allowance?
You pay per ticket: $0.40 on Starter and Basic, $0.36 on Pro and Advanced. That is roughly 2.4 times the effective included rate, which works out at $0.20 a ticket on Starter and $0.15 on the upper tiers. By our arithmetic, Starter plus overage costs the same as Basic at about 150 tickets a month, Basic equals Pro at about 925, and Pro equals Advanced at about 3,250.
Is Gorgias only for Shopify stores?
No, but it is built for ecommerce. Gorgias integrates with Shopify, WooCommerce, BigCommerce, Magento, and PrestaShop, and says it powers conversations for 40% of Shopify brands. The value comes from having order, refund, and subscription data inside the ticket — so for a business that does not sell online, most of what you are paying for goes unused and a general-purpose help desk will serve better.
Compare Gorgias with other popular tools in the same category.
Great way to communicate with customers and provide management with reporting.
Too many tutorials. Too much information can be overwhelming.
Providing customer service easily and effectively.
It is friendly to use, and easy to learn, I also like that there are tutorials so can be better to learn.
Sometimes it's a bit confusing, But with practice it's better
I am trying to understand how does it work the responses from customers.
The integration option that allows optimization.
Outages that ofter interrupt the daily tasks.
Being able to work with emails, chats and Social media all with the same platform.
It's eye opening that we finally found a customer support software that able to solve most of our pain points that kept our customer suppot in shape! Gorgias can be integrated with multiple channels and most importantly is the data points being shared on Gorgias end is a lot more compared with few others competitors. For our case we are on a Shopify Store, and we have integrated our Shopify with Gorgias that customer able to check the status of their order stragiht from the Gorgias widget that located on our website, we can also initaite actions like track, cancel, refund seamless on Gorgias portal itself. Next shoutout will be the categorizes of chats, wow! Is the best!
A little on the higher price point when comes to the Automation add-ons. A little not transparency goes to refferal rewards. Our refferal has fail to redeem their rewards for some excuses.
Things finally can be automated, our supports agents have more time to focus on differnt aspects of task to improve their productivity and the business itself.
Gorgias helps make complex customer service situations super straightforward. It also makes all those easy tickets that just eat up time, simple with macros and automation.
Honestly, it is great and there isn't much I would change.
Allowing multiple handle tickets and not having them stuck in an email inbox. Also, with all the tools, you can handle what could be hours of work in a very minimal amount of time. The customer data is also a super useful tool for helping navigate a customer to answer, just that much quicker.
Very beginner friendly interface, easy to use!
Sometimes it glitches out but nothing big other than that I have no complaints
Getting to answer customers in real time
Its user-friendly features. Everything you need is just a click away, everything is right up front. No need to spend hours searching, if you need to create a view for tickets, is the easiest thing!
I don't really have any negative things to say about Gorgias. I've been using it for quite a while now and never had an issue with it. Sometimes it may have some glitches like being slow but that might be my internet connection!
Its user-friendly features. Everything you need is just a click away, everything is right up front. No need to spend hours searching, if you need to create a view for tickets, is the easiest thing!
The distribution of the sections and how easy customer service can be when you use it. Also, we're able to monitor data and performance of each member of the team.
There's nothing wrong with Gorgias, it actually helps us with everything we need, and could not ask for a better tool. It was the best thing that happen to us so we really appreciate it.
It helps us to follow up with consumers and provide assistance to every channel we have access to it. Also, it allows us to collect information regarding the tag use.
Manage customer's emails, SMS, chats, WhatsApp messages, and more.
I have no complaints at all. This tool is very efficient and useful.
Filter all types of communications to keep them organized, as well as follow up on metrics and Data analysis.
Gorgias allows you to manage the experience of your customers in a way that suits your needs. It's full of helpful tools and add-ons that allow you to work efficiently and organized. Gorgias help is always there when you need it. It's effective using a default bare-bones version, or you can really dive deep into settings with rules, macros, and more to totally take control of the platform and make it exactly what you need. All in all, it's a platform that helps you do your best work.
Not every service or add-on comes with your subscription to Gorgias, but if you need to enhance your platform it's not hard to upgrade and the benefit of being able to add certain abilities seems to be worth the cost.
Gorgias helps automate simple customer requests and keeps more involved tickets organized and easy to manage. Gorgias also allows you to review performance and keep track of key data points to continue to improve your work and customer experience.
The best thing about Gorgias is that it is a very easy-to-handle software, I have around one year and six months of working with it and I'm like a pro now.
Nothing, Gorgias is amazing so I like everything.
A lot of customers complain A LOT, I can't even explain how helpful Gorgias is, it's fast to change channels and easy to send messages.
Very helpful and informative throughout the entire process.
There is not much I dislike, found the quizzes quite difficult at times.
I have found that the integration with Shopify is fantastic - cuts down valuable time for my agents.
The wealth of features and automation options have completely revolutionized the way that my team and I tackle our inboxes.
I don't have any major dislikes, though I would love to see more application support for different apps that we use.
Gorgias allows us to manage and engage with customer orders in an easy, centralized way where we can quickly and effectively address issues and resolve them promptly.
It has all the functionality an E-commerce seller needs to provide world-class customer service and answer any presale questions to help customers complete their purchase.
Reporting functionality is still in its infancy and integrations seem limited compared to other helpdesk options out there. However, much of this is constantly improving and being worked on as they deliver on their "upcoming projects" in a publicly available calendar view which is fantastic.
The company used to handle customer queries FIFO via email. Gorgias helps amalgamate the threads of conversations, which then keeps them assigned to the same service agent, and automates many repetitive tasks in the customer communication to allows us to grow the customer service function sustainably.
The tagging capabilities and macros are probably what my team uses and sees the most, but I always appreciate Gorgias' webinars, it feels like they really listen to customer feature requests and turn those requests into a reality. (ie: twitter integration)
The reporting feature within Gorgias only allows for historical data within 90 days, so I think building a more robust reporting feature would be extremely helpful.
All of our customer issues! The sidebar that integrates with Shopify and Recharge has been a game changer, once that feature was introduced I stopped even opening emails about other CX software solutions.
As a user of Gorgias, I appreciate the platform for its neat and easy-to-understand design. The user-friendly interface makes it simple to navigate and find the information I need, which improves my efficiency and streamlines my workflow. I appreciate that the information is presented in a clear and organized manner, reducing confusion and frustration and making it easier to understand and use. This contributes to a more positive and enjoyable user experience and makes me more likely to continue using Gorgias in the future.
I did not dislike anything about the course. I feel that the content that Gorgias provided is excellent. The user interface was great, the content was to the point.
It made learning really fun and then it provides you with a certification. One of the benefits of Gorgias is that it makes it easier to handle a high volume of customer support requests. With automated responses and ticket routing, businesses can quickly respond to customer inquiries, even when dealing with a large volume of requests. This saves time and ensures that customers receive prompt support, which can improve customer satisfaction.
Gorgias centralize support tickets under on roof. Edit orders, modify subscriptions accept and refund payments in real-time.
It gives us a holistic view of our customers, thus enhancing rapid support.
Increase conversion rates by transforming website visitors to real shoppers
Gorgias has been one of the best applications we implemented on our company. It gets us to see all customer service under one app and it improved our response rate across all customer service platforms.
SO far I can not think of one thing I do not like about "gorgias".
it is creating more time for us to focus on other parts of the business. By having it all in one app, we solve the issues faster, we generate more sales through customer service and we have better reporting on repairs/customer service issues vs custom order requests.
Gorgias makes customer service simple. Much more than a ticketing platform. Multiple integrations with apps, make the full customer experience easy and accessible.
Gorgias' calls need some work - no statistics are available. It would be nice to be able to check agents phone status, how many calls, breaks etc.
They are integrating and partnering with lots of other apps which help give customers the full experience. Gorgias gives detailed statistics for email ticketing
I like that a customer service needs can be handled in one place from email.inquirires to love chat
My only dislike is that we canf set the time to mtiple tome zones when doing business in multiple countries
Gorgias has been a lifesaver for my teams because it allows us to view and aolve customer services issues across our company in multiple countries. I personally benefit because my teams are all on the same page and all.communocation is in one place and transparent
Gorgias is very intuitive and I love that it looks like an email box. The integration with other apps saves me so much time! Much more user friendly than others I've used.
No complaints so far, when there's an issue they address it right away.
I am able to process customer service tickets much faster without having to application jump which is such a time saving feature.
How much time it saves our team members and how user friendly it is
I still have to use shopify for certain actions
We can easily view orders right from the emails we're reading which saves time verifying information and answering emails
I love the simplicity of the system and how easy it is to use. I can train new team members very quickly so we can scale as needed.
I wish the chat widget could search the FAQs page while a customer is typing into it.
I have been able to combine multiple communication channels into one place which helps to streamline our processes. I was able to shut down multiple platforms and apps as well. I have even set up our B2B Sales team in Gorgias allowing us to save even more resources and monitor everything in one place.
Gorgias is so easy and practical to use.
I have not found a thing that I dislike.
We've found that it's so easy for our employees to use the platform and communicate with our customers faster.
Great service and very reliable product - really great
Nothing really, its a really great for us
Ties in all communication with customers in a central place so that all of our staff in the office and remotely can work together.
Gorgias has a more organized view and includes emojis, mostly easy integrations
It is easy to lose tickets that have been opened back up and assigned to another agent
Helping agents solve tickets faster with BigCommerce and Yotpo integration, organized tags
Pulls all conversation channels into one place which is easy to monitor. Great for managing staff members too.
Not the cheapest bit of software, but cost is outweighed significantly by benefits and time saved.
Keeping on top of customer conversations across multiple platorms. Managing customers and orders in a single place.
Gorgias has a robust integration with Shopify along with many other platforms in our tech stack. In doing so, it allows for quick and easy ticket resolution. Additionally, the Gorgias rules and macros that can be built saves our team hundreds of man hours.
There aren't too many Gorgias downsides to be honest. It's very customizable to fit our needs. If I had to pick something, I'd say the initial setup for rules and automations can be a bit robust.
Solving customer inquiries in a timely manner, in as little touches as possible. Gorgias allows for this process along with strong reporting and KPI metrics to continually improve.
I've used Gorgias in two different support centers. In both instances, the onboarding was seamless and getting up and running with the platform was easy! The Shopify integration is amazing and saves a lot of time. Highly recommend Gorgias!! The Gorgias support team is very responsive and helpful.
I wish that Gorgias had an integration with WooCommerce as it does with Shopify. Our current e-commerce site is in WooCommerce. Gorgias Voice is not as robust as we'd like. We are using AirCall and Gorgias still does not allow the AirCall SMS to show up in our views. We have to have a different number (through Gorgias) to use SMS. The statistics should be more customizable, but for now, it provides us with what we need. As our business scales up and we hire more CSRs we will need to have more robust reporting capabilities.
Gorgias allows us to promptly respond to Customer inquiries and also allows us to integrate our other business tools such as Klaviyo and our social media. We have not yet integrated our Instagram & Facebook accounts into Gorgias, but the integration will be seamless when we are ready to integrate them. This will also allow us to avoid duplication of efforts between our Social Media Team and our Support Team.
The training is incredibly straight forward. The automated macro application makes autoreplies really streamlined.
I don't like that you can't just click a "next" button to go to the next ticket. Sometimes you open a ticket that you aren't able to answer in the moment because it requires more steps than you have time for, but you still want to help to drop the ticket count. It's cumbersome to return to the main ticket screen and click "mark as unread". Zendesk also used to have a feature where you could get into tickets and just zip through them.
The auto replies are really saving us so much time. We are still tailoring it to suit our business needs best, but it is very helpful. The way reporting is done through Gorgias is also a really simple and streamlined way to track this.