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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.
Gorgias makes delegating customer service requests between the marketing and customer service team so easy. We have been able to reduce our outstanding requests significantly!
Nothing! We've been really happy with Gorgias so far.
Helping to send customers who are having issues from social media to the customer service team quickly. We've been able to make the process so much more organized, simple, and better for the customer.
I like that they are organized by which channel they come through!
It can take a bit for it to sync with Shopify sometimes.
Have been able to respond in a timely manner to cx. It increases the customer experience!
Gorgias has been a huge asset to our company for managing our customer inquiries - it's ability to link to multiple apps, our stores, returns etc allows us to see our entire customer profile in one snapshot and provide the fastest response to our customer with all relevant information. The reporting also gives us an opportunity to improve our responses and see where we can adjust our internal workflows
the phone feature isn't great so we ended up not using it
Seamless customer care experience - easy to track and merge customer inquiries and have multiple people have eyes on it.Great reporting and easy to track user performance
The best part or most using part of using the Gorgias platform is the Marcos function. We can isolate enquiries as well as respond extremely quickly thanks to machine learning and the use of macros.
There's not a lot I don't like about Gorgias... the only thing that I would appreciate it if we could direct enquiries straight to our inbox (email) vs using the platform every time.
Customer enquiries, opportunities and any feedback about our product and services.
Integrates all our customer communication / integration channels (Attentive SMS, FB, Instagram, email, live chat, etc)
Wished it had a bit more CRM functionality (ie. add notes to a customer profile without having to create a new ticket).
Consolidation of all customer communication channels. Ability to track / resolve tickets easily.
The interface is simple and easy to use.
Finding closed tickets can be hard especially if one was closed accidentally.
Providing great customer service
What I find most helpful is that it's really easy to use Gorgias
It's really unhelpful when I get a response from a customer and see that they only received the attachment that I sent them, but the words I wrote didn't send.
I can answer and send emails to customers.
Ease of use and information provided when a ticket comes in.
Not being able to put a customer on hold or transfer calls.
Deligating customer's messages and organizing them to their needs.
Easy to use, great customer service, nicely laid out platform
Can't unmerge customer accounts and can't merge chats with phone calls or emails
Membership accounts and communication channels are easy to organize and follow
Gorgias has helped automate and streamline all of our customer touchpoints across e-mail and socials. This has allowed our small team to deal with thousands of e-mails and messages in the most efficient manner. The Shopify integration allows all information to be displayed right in the portal and the majority of issues can be resolved without having to leave the Gorgias portal. We utilize a subscription service and Gorgias integration with it also allows us to manage subscriptions right from the portal.
Something I have noticed is that sometimes emails get filtered out by spam detection rules so sometimes tickets are missed entirely and require customers to reach out multiple times. I understand this is WIP and a lot of this can fall in your actual e-mail filters, but just something to note.
We have a slim team and Gorgias allows us to make more meaningful insights as they are able to see current pain points from e-mail tickets while seeing how customers are reacting in real time on social all in one place.
Gorgias has fantastic UX and wonderfully integrates all of our social platforms.
Wish the automation was a little bit easier.
Helps manage our multiple social media properties in customer support with ease.
Gorgias helps us prioritize our customer inquiries and make sure we are getting to them all in a timely manner, and it makes it very easy to assign a customer inquiry to a certain agent.
It would be helpful if you could leave notes about certain customers, or if you could store documents within Gorgias. That would make the metas even easier and more intuitive to use.
We are saving a lot of time by using the metas, rather than having to be going back and forth from email to Hubspot, everything is right at our fingertips when we are emailing with a customer.
I like how scalable it truly can be. We grew from 2 CX employees to over 20 in 2-months, and adding in new employees in an organized and systematic way was seamless.Great for small teams and growing teams!
Some of the integrations are a bit buggy, but Gorgias has been open and transparent about when they're working to resolve issues. On the whole, they have done a great job in communicating any flaws and working to remove them, and as a startup founder I appreciate the honesty and their hard work to keep improving.
We started with a messy gmail inbox with tens of thousands of tickets and no way to organize and assign them across our team. Gorgias solves all of that. We auto-tag emails to ensure priority tickets get priority responses, auto-close those that don't need responses, and have built a massive macro library that our CX team can implement with ease. It's awesome.
Gorgias is a very user-friendly, easy platform to do customer service. Our team is able to manage all our channels through Gorgias which makes it so much easier to keep track of all our interactions iwth our customers.
The only thing that has been an issue lately, is the fact that they've been having a glitch where email addresses get disconnected from Gorgias so we have to stay on top of all of our integrations.
We used to work with Zendesk and when we found Gorgias we realized how much easier it is to have all the customer's information right where their email comes in so you don't have to go searching in 4 different platforms before you can answer
I like that Gorgias has a very clean and user friendly interface while having really strong tools to make the CX job easier. It also integrates with most of the platforms we use on a daily basis.
Several updates a day which may be a little of an inconvenience for our support agents. Reports and exports are complicated and required a lot of manual work to extract data by agent and channel.
We can integrate all channels into one single platform and make the job easier for our agents and improve response times for our clients. Therefore improving customer satisfaction.
You can integrate multiple channels (like Facebook pages, Instgram accounts, and emails) easily. The messages come in as tickets and it’s really easy to use. Some of their customer service are helpful.
Sometimes it gets broken, for example you lose the integration. It makes everything really hard because the process gets different and it’s not efficient when you can’t use the app.
Answering all the messages get from different channels is easy now.
Integration to Shopify is so far really great! Ability to create draft orders and review client orders directly from Gorgias is helpful.
I wish the Chat integration was more robust, but I feel that Gorgias will grow this.
Agent time going back and forth between Shopify and tickets.
Managing all your tickets : mails, messenger, chat, etc... Possibility to comment, reply, attribute to an agent
No Prestashop integration, it would be a really helpfull option
I just have to use one platform for all the tickets and I can manage the work of my team really quickly
Simplicity, user-friendly, the macros, and the tags.
The slow updates as well as limitations in customizing fonts.
Efficient and simple macros creation and help desk FAQ creation.
The best part about Gorgias, which gives it an edge over other customer support apps such as Tidio and Shopify Inbox, is that it integrates with our customer loyalty app Loyalty Lion This makes it much easier to access the particular customer's loyalty data when responding to their customer ticket. We can also share their unique referral links through which customers can earn discounts on referrals and drive up our sales.
We are not able to paste screenshots while responding to customer tickets. This feature is available in Intercom app. Please make it available in Gorgias soon
Gorgias compiles customer tickets received from Facebook, Instagram, email in one window. This makes it easy to answer customer queries
The best thing is the easy to use macro responses, my entire team loves to use them.
Sometimes the rules do not trigger correctly and there is no easy way to create a rule.
Omnichannel customer support is hard, we use this to agregate them all and use it for responses in one platform.
very plug and play. Easy to plug into different platforms. and easy to manage workload in buckets through tags / easy integration with Shopify / good collab with CSM
Limited reporting / limited chat functionalities / No whatsapp so I can't offer existing channels
SMS as a channel / Advanced chat campaigns / Improved reporting
We love that Gorgias makes it easy for our team to stay on top of the many communication channels our customers use.
I would challenge Gorgias to create a more intuitive UI.
We love that Gorgias makes it easy for our team to stay on top of the many communication channels our customers use.
Being able to have all social media platforms in one spot
Nothing so far is very helpful and I don't have any feedback
Being able to respond to customers efficiently
The integration with Shopify is a game changer and makes great sense for tying all work interfaces together.
Not a dislike particularly, but just that after coming from a different 'desk' it takes a little getting used to as is quite different.
Gorgias' support is very good and happy to consider all suggestions to assist. This is very good
The macros and rules make it easy to respond to customers quickly and the integration with Shopify makes it easy to manage orders and provide excellent customer support.
I haven't experienced many downsides to gorgias. Our ticket system did get messy when we had too many integrations creating tickets. But that was an issue with how we set it up.
Gorgias helps us provide excellent and timely customer support. We are planning to implement the self service feature which will only improve the support we can offer our customers.
I recently started using Gorgias. I love how user friendly it is and how everything is basically in one place. You don't have to be constantly switching screens to check on each channel.
I wish there was more user access vs admin access. Meaning, this will allow the user more access to certain features without having to contact a supervisor for help. Not sure if this is a Gorgias thing or just my client though.
It took some getting used to but Gorgias has helped increased my productivity tremendously. Since I can view most things on one screen it cuts the time I would use to search elsewhere.
straight-forward layout layout. lots of great function
so far, I don't have any complains as I'm still learning the platform
all in one place and can easily integrate with shopify and skio
All our communication in the same place!
I am not sure just yet, need to use more
getting all of our customer communication in the same place with no duplication
The ability for all contact channels to be in one place
Sometimes it gets a bit conviluted but plenty of learning courses
Solving the potential for missed contacts by ensuring they are all in one place