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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.
The Shopify integration, the chat and the self-service option. It feels now much easier to close tickets and plus the snooze button is an absolute winner! Highly recommend!
It's not that I don't like but as an admin, I would like to see statistics per agent. I would like to know how much time they spent on the app vs how much time they have been idle or away from the app.
Well, we are now solving more tickets because we don't have to flick through tabs and different apps. We have everything in one place, one tab! Because of the revenue bit we can also see how much money an agent has generated, which is great!
Shopify being in Gorgias it helps so much
Nothing I dislike about Gorgias it's very helpful
Being able to answer customers a lot faster and keep them organized.
I love the features, moving to Gorgias has been a very good move!
Nothing so far, I have enjoyed working wih Gorgias
I love the snooze feature! The integration with shopify is also amazing
I like how easy the system is to use. I like the design and it makes me eager to get to work with the system.
I do not like that are limited macros at the time being.
I am solving problems through emails and a dedicated phone line for customers in a timely manner.
I like the simplicity of use and setup. It contains so many features but are all easy to use and train my team to use.
You are not able to set up ShipStation integration by yourself, you need to send info in first to have the connection made.
We were unhappy with the performance of ZenDesk. This is by far a superior product.
I love that there were in-depth explanations during training as well as lots of visuals to reference. I also love that you can go back and rewatch any trainings you feel you need.
Honestly, the only thing I disliked was the initial influx of tickets when we did the transfer from our previous provider to Gorgias. Other than that, everything else is great.
I usually take care of the International Inquires. I have noticed a benefit with Gorgias, is that it automatically detects if a ticket came from a person who has inquired before, making it easy to have information to backtrack on.
the ease of use and clear navigation of the system
n/a does not apply to me i like it all the way
the ability to assist more customers via email
It is great to have one dashboard to collate information from several sources.
It would have been nice to have more live sessions with an agent from Georgias.
Customer service has become more easily managed. Social Media response time is quicker and live chat is great.
Being able to keep track of past conversations is key.
I wish there was a bit more information that was pulled in from other popular CRM's
Keep track of the history of a customer's questions/concerns. It is extremely beneficial to get a good understanding of a problem.
I like that you are able to combine so many things into one platform. Getting to see the customer journey from all the different touchpoints really gives us new insights.
Getting used to the new interface when doing things on social. Like checking DMs, it is weird to have to click a story to open up in a new tab when we are tagged in it instead of being able to see it in the conversation.
Getting more insight on the customer journey. We are having a lot more cutomers chatting with us from our website. I also feel like we are missing less mentions/notifications on social that may have been getting lost.
The lessons were straightforward and easy to listen to and learn from.
Nothing at this time, I prefer shorter lessons/experiences, as longer lessons and lectures can lose my attention span.
No problems are currently being solved with Gorgias. So far it has been beneficial to me!
The onboarding process as well as help center documents to aid you in the process have been so helpful. We love that this platform has seamless integrations and that this was built FOR ecommerce.
I was not aware that voice was a relatively new integration to Gorgias and it sounds like my team will have to keep using our current softphone. Slightly disappointing.
Still too soon to say, but I can already see how my team will be improving in efficiency just by nature of all of the ecommerce integrations made available to us. I love that you can view all order/client information in one place. Returns, inventory reconciliation, and general streamlining of our processes can be automated or partially-automated where as before we had to do everything very manually.
Gorgias is straightforward, easy to use, and offers great insight regarding team performance! Their support team is always helpful, too.
Wish there was a more built-out customer portal.
Automation, app integration, and satisfaction tracking are the top benefits.
I love that it's easy to use and straightforward. There are so many great tools.
I would like to see tickets attached to each correspondence.
It is helping simplify the process of communicating with customers.
I really enjoy Gorgias ability to tag, set rules and automate the software to optimize the workflow.
There is a tad of customization that needs to be worked out, but it's super simple to be able to do so yourself. I have no real concerns. More training would be wonderful.
Coagulation of communication methods makes it easier to respond quickly and allows our customers to better be served by our company. We love it, thanks Gorgias.
It is easy to track my customer interactions and keeps valuable follow-ups for me!
I find it a bit difficult to access closed tickets.
Organizing and setting timely follow-ups with customers using the snooze feature is great. I also like the ability to connect with other platforms.
The ability to create my one set of rules and macros and apply them easily.
the statistics page can be hard to understand
I'm helping customers with orders and I'm realizing having the orders pop up for the customers helps the most.
Site is easy to navigate, and there are tutorials to help you find everything.
The platform serves all of our needs without any dislikes.
We use it as our customer service platform to help our customers. It makes working with people quick and easy.
The layout is very nice and it creates a nice environment for me and my colleagues to enjoy, it is also very easy to read and view. I would recommend to anybody else.
I do not dislike or unlike anything on gorgias so far, I only have good things to say about the website/application. It is a great platform and I am happy to work on.
none, no issues or implications i can report on. I am learning alot and it is a great experience so far, the application is helping building my confidence and skills
It's great for when I have to do multiple actions and everything is on one page instead of having to go through multiple pages.
Don't know much about it to have a dislike lol
Doing Front of the Pack emails, it helps to be able to pull up the subscriptions, orders, and account on 1 page instead of searching.
How all the customer stats show up such as customer spending, customer orders, tracking status Also like the canned response feature - easier to use than alternate customer service platforms Also like how the changes within Gorgias reflect into Shopify within seconds and vice versa
Macros functions are too basic and wish they had more actions
With Gorgias I am able to close tickets in a faster, efficient speed as all of the customer information is right there. Changes are reflected right away as well which is amazing.
Having all of my tickets in one place makes for a concise workflow that is easily integrated into the day-to-day operations of the service shop. It seems more versatile than zendesk and of course paper tickets.
There is no way to assign due dates to a specific ticket. It seemed like on my first experience, some things were running a bit slowly. I would like to see improvements in adding due dates to tickets.
I am utilizing gorgias to manage my tune shop tickets. Currently, we are using paper tickets and are lacking in analytics capabilities and the ability to look back at a customer history.
I have been using gorgias for almost 2 years now. It's great really easy to use.
some link it not supported. like photos from IG
Customer inquiries
I love the organization of the website, it is easy to navigate and I love that you can leave internal notes.
It is sometimes difficult to narrow searches for specific customers to the category in which I'm trying to find them.
I am assisting people with getting their forms signed and the best benefit is that you can leave internal notes for the other people on your team so they can see what you have done if they have to jump in and assist with the customer.
The explanation videos and quizzes were extremely helpful.
Sometimes there are small glitches but it's a quick fix.
Gorgias is helping us with social media
The short yet informative how-to training videos.
Have not yet found anything that I dislike.
Analytic issues
The flow of it all and how easy it is to use.
So far I have not found anything I dislike
Communication with our customers throughout all platforms provides better customer service.
I love being able to introduce KPIs to my team with the fantastic statistics available on Gorgias
Small bugs and errors with the transition from Zendesk but the team has been helpful and are working on it.
We have been able to introduce KPIs in this department which helps us strive to deliver the best possible customer service.
Very easy to use and skill up... great reporting functionality
Nothing, a great platform covers all of our needs at an excellent price
Customer service management and reporting.
there are a lot of integrations that reduce the going back and forward getting information to the minimum, the interface is easy to understand and it has a lot of time-saving features
there is of course some room for improvement, I would like the ability to create rules and automations more freely, being able to be more granular while doing rules will help my business greatly
I was able to integrate several channels which for me is one of the best features, the ability to add as many agents as I want and being able to track their overall performance.