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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 helps us to respond to our customers in a timely manner, giving them the customer service experience that they deserve. The macros allow us to give us customer the time they need.
There really is not much that I do not like about Gorgias. My only recommendation would be to filter messages from IG, social media, etc. separately from other messages.
The macros and auto responder allow us to gauge the issue that the customer is having, respond in the most efficient way, and fix whatever the problem may be. It benefits us as it keeps all of our customer service in one area.
I love how all of my emails are organized and integrated into one space.
I do not understand how the resolution time is calculated because it seems skewed every week
Streamlining email processes
There's a lot that you can do and a lot of resources to learn how to use
I can't think of something right now that I dislike
Automizing customer service, making customers feel like they're being heard of
easy to implement, no friction, Shopify customer and product data integrate directly making it easier to solve problems for customers in the chat.
Not much. Installing and implementing are easy and the Gorgias team is always available to help
Gorgias solves the problem of eCommerce-focused support and customer experiences
I like the ability to automate and use Macros the most.
There's not a lot of downsides to using gorgias. Sometimes our db disconnects.
They allow us more direct contact with customers as an e commerce business
I like the integration of our ecommerce platform, Shopify.
I wish the chat function looked more like a live chat, rather than an email/message view.
HelpDesk inquiries, order status inquiries, streamlining communication with our customers and business partners.
The simplicity and how you can customise
Sometimes there are issues or delays loading
Blending all platforms. It shaves time off my job!
The side menu that categorizes the variations of tickets (DM, email, text, live chat, etc.) is extremely helpful to have it all displayed on one page!
I wish that some of the platforms had a corresponding look to how it looks to the customer. For example, live chats and texts look just as though you are receiving/replying via email.
Gorgias helps keep all customer requests organized! I definitely prioritize organization and hate having to dig to find a category. This is why I love having everything displayed on the menu sidebar!
Shopify integration! It's reduced our time per customer by so much
Losing threads in "closed" and not seeing what has been closed if a colleague has done it.
Our customer service was becoming quite difficult to manage, gorgias solved this
All your customer touch points can be fed into one platform, saving your customer service team from having to go in and out of multiple platforms or customers receiving different response times depending on their method of communication.
The mobile app is not as comprehensive as the desktop version if you are often on the go, if you are heavily phone based this is still an evolving feature within Gorgias, it is improving at pace but may not offer all the features you need right now.
Gorgias is saving hours of our customer service team time by not having to go in and out of multiple platforms, it also provides some great statistics on performance capturing all the integrated touchpoints.
We really love being able to assist our customers via Instagram, Facebook and via email all in one place. It integrates with Shopify so we can see order information without having to change screens!
The updates. If there is one thing we dislike is the updates. When they do them you will be working along and then it will say you have an update and to reload the page. Normally this will happen several times which is VERY annoying while trying to assist your customers.
Mostly handling customer orders. Refunds, replacements etc through the the Shopify integration and then responding to social media messages that we also have linked as well.
The UX is phenomenal! I also love that they continually add more features, integrations, etc to make it even more streamlined.
The rules. They're clunky and don't always work the correct way.
Quick customer responses. We were using a gmail box to manage inquires and it was hard to keep up with everything and keep track of trends.
I switched from Zendesk to Gorgias and it has been extremely helpful. The extensions with social media are so easy to add in and you never have to leave the Gorgias platform. It is so easy to use and the support is great!
As of right now, the only thing I am missing is the integration to Twitter because I do not have that plan it is included in.
Getting all CS emails from different email addresses in one platform. It has saved so much time and no missed messages anymore. We have definitely increased performance.
I love how responsive the team at Gorgias is. Whenever I have a question about the features or don't understand something about the tickets, I reach out to Help, and they are there with an answer right away. We previously used Zendesk for our customer support needs, and the experience with Gorgias has been top-notch. I can pull in more information about our customers from all channels and not just email. It has made understanding our customers and what they want so much easier.
I dislike that setting up auto triggers is a bit manual and sometimes I have to play around with it a few times before I get the trigger I was hoping.
I am now able to see what our social media followers are saying about our products right in one place without logging into each individual channel. I can see how much revenue we've generated from support tickets and how much of that comes from interactions we've had with fans on social.
I love that Gorgias can integrate with Shopify!
Some emails get lost in spam/trash folders.
Gorgias is solving our automation problems. We have integrated a chat feature on our website through Gorgias that allows more automation for customers to be available.
Gorgias makes my job so easy. It is so nice to have everything in one place! I love the integration with Shopify and being able to see all of the customer's orders within the Gorgias interface. It saves me time from having to jump around from site to site.
When I set myself to away on chat, customers can still send us chats which is one of the only things I dislike. I want it to appear that they can't send us a chat if we're offline so that they don't think we're ignoring them
One of the problems that Macros has solved for us and caused immense benefits are the macros! The macros feature cuts our email time in half which has been awesome
Possibility of merging customers' profil
Merging profiles from all the channels_ such as Whatsapp, Amazon, and some other marketplaces.
Great stats, simple friendly interface, constant improvements and updates, available tech support, all the channels of communication can be linked to the same customer's profile without talking in parallel to the same person by different agents.
We like the integrations that Gorgias has with all of the social media platforms. It makes it easier to stay organized.
Dislike that sometimes it seems emails disappear or some customers say they have emailed but we never see it in the system.
Gorgias solves the ability to respond quickly and have everything in one area.
I like seeing my progress throughout the day.
It's a little slow at pulling up when connected to other systems.
Gorgious gives us a link to cx profile and also stores the tickets we close.
How easily accessible it is to contact and communicate with our customers
I would enjoy if it was attached or integrated with other social media sites like instagram
Help centre option
Its ability to integrate with several other tools makes it seamless for support agents to know the right context before they respond to questions. Because of this, we are able to personalize our customer service approach to meet our client brands’ specific needs. On top of its super easy integration to email, chat, and social media platforms, Gorgias has its own in-house telephony system which gives our clients access to voice and SMS channels all in one place. Not only is it convenient, but it is also cost-effective knowing our clients only have to pay for one monthly recurring charge instead of signing up with different platforms.
it usually undergoes forced updates on a daily basis which causes the system to sometimes slow down, or forces the users to reload the page, or sometimes, it shuts down completely for an hour or less.
Having in-house channels of support. Because of this, we no longer have to sign up on different platforms and connect them inside Gorgias. It's all-inclusive!
Gorgias is extremely user-friendly and easy to pick up! You can build customize views, automations, tags, and so much more. I work with many e-commerce stores in my role and always recommend them to use Gorgias when they're looking to scale their CS.
It can be tricky when you're making the initial switch from Gmail to Gorgias. The views it comes with can be overwhelming and take a bit to become comfortable with/customizable
Gorgias makes creating effective workflows across various members of a CS team easy and intuitive
The ability to communicate with both customers and coworkers on in all in one place interface.
The repeated notifications. I wish there was an easier way to block spam users.
The ability to put everything on one interface really eases a companies customer service arm. Much easier to track all social media input.
The platform is very intuitive and has great functionalities. Aldo neat integration with Shopify, Instagram and Klaviyo that works great.
UI is not the best, but it is not something that would hold me back. Missing integration with WhatsApp, but I understand it is coming.
Multichannel customer support.
The different views/segments that you can create in the platform. It is possible to easily autotag tickets so they are placed in the correct segments and allocated to the right support agent/team.
If the platform is not used to its full potential the ROI on the cost of the platform may not be achieved. There are different price plans though, so be sure to check ticket volumes to avoid overspend.
Gorgias is prioritising our tickets for us which is extremely important. Furthermore, we have a range of auto-responders setup which saves agent time in responding to customer queries like where is my order. We can auto send customers tracking numbers etc.
The email and Instagram features, being able to integrate it with most platforms like returnly.
There is no direct message feature on Instagram
Emails are being lost on Gmail and being able to view what tickets are open and closed. Customer's emails rarely get lost and Gorgias does a great way of detecting spam.
Honestly everything is very helpful. Love that I can create tons of canned responses. My favorite is the 'Urgent' section to attend to these inquiries first. Gorgias just makes life overall easier!
Nothing! I honestly love everything about gorgias.
Solving problems quicker. Also easier to close out instagram inquiries.
Having all of our Customer support platforms together in the same app is very convenient, and on top of it the app is great and the developers take care of it.
I honestly don't have too much to say, it would be nice to be able to like IG comments or give "reacts" on FB comments, but that would be a cherry on the top for an already great app.
We used to need more than one platform for customer support, and that was a pretty big issue. Having all our needs met by one app is a very great help to customer support.
The ability to merge communication between chat, email, and phone.
That I can't set an intention to a phone call.
Gorgias solves us time by merging communication.
Easy to set up, great automations, it's invaluable to enabling us to stay on top of our customer service
Lacks some email functionality compared to gmail
It enables one person to cover our global cs part time