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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.
Simple easy layout with plenty of options to customise and make it bespoke to your business or personal customer service style.
To send a put of macro response or forward a ticket isn't always clear.
It allows for rapid response to customer queries and quick organisation of ongoing issues eg warranty etc. Work can easily be shared with various members of the team.
The way it brings everything together in one platform and it's so organized!
Sometimes not all of the DM's come in to Gorgias.
sometimes we couldn't get all the DM's or questions answered right away now it's so easy to chat and answer every DM.
The resources available for help are lit
I wish there was a buffer on cancellatio
Customer inquiries. Ease of having everything in one system
I like that you can write a response and automate action items.
Email response and Social response API errors, having to reply in Outlook and IG instead. I encounter 2 errors a day per /60 tickets.
We are solving our lack of staffing by filtering all of our customer communication in one place. Our reviews are filtered using Stamped.io and receiving them in this software further streamlines our processes.
I love the fact it is easy to navigate. The macros are simple to use. It flows nicely between active emails and snoozed emails. I like being able to see email history as well.
The only thing I dislike is the multiple "refresh to update" notifications I get throughout the day. It does not happen frequently but when it does it can happen too often.
I am connecting with retail customers with the company I work for. It makes connecting with them easier. The snooze feature makes it easier to remember when a customer has not reached back out.
I love how seamless it is to quickly resolve customer issues. I also love that I don't have to leave the platform to refund customers. Everything that I need is within Gorgias.
I don't dislike anything. The only thing that I find complicated is creating rules to auto-close tickets. I will have to review this again.
I'm currently loving the rating system. I love that customers can rate our service which allows us to see where we can improve service + product-wise.
I like the efficiency of having all of our platforms in one place. I also that there's no more guesswork necessary on who answered what tickets on each platform.
Not always being notified of new chats although a rep isn't present. I also feel like things can be separated better. I also wish it was more aesthetically pleasing.
Having reps on a cell phone is a lot less. We've also noticed a quicker response time with the reps. We enjoy how easy it is to use this application. Our customers have shown how appreciative they are of our new operations.
So far, we are still setting up, the team at Gorgias is helping all along the way with everything we want to see Gorgias do for us! They are knowledgeable and available!
Nothing at this time is dislikable. Everyone has been so helpful and has great customer service! At this time I would not change anything about Gorgias.
We have not launched Gorgias live yet but so far as we are testing with our testing website I think Gorgias is going to do GREAT things for our company's customer service!
I love the support we get from Gorgias when it comes to make things easier for internal communications and reports, not to mention the way that all the tags help to organize the open tickets on customer service as well as those pending follow-ups from our company.
I only wish there would be a bottom or option that offers us to export everything to excel, in a most complete way. Other than that, I'm happy with this great bussiness tool.
We needed to find out the orders that needed to file a claim on their shipping for many reasons and we found the tags are great for this specific task. We know if something is missing, broken or deffective.
I Like that you can see all your notifications in one place and nothing goes unresolved. It makes it so much easier to help our customers. I'm really enjoying the ease of it.
There's nothing that I can think of that I don't like. I really think the program is a really efficient way to conduct our business and get better communication with our customers.
I get to help customers when they are frustrated and try to reach us in different ways, now I get to see it in one place. I'm glad I have this tool to help my customers.
The team from sales to onboarding to these support afterwards has been well thought out, and clearly communicated.
It wasn't as clear as how to set up SPAM filters, but our rep walked me through this.
Giving our customers an amazing buying experience through our support.
Good to have all communication sources in one platform.
The interface has many buttons and links. It looks a little bit overwhelming at first glance.
Connecting all communication platforms.
How easy and how many options the platform is to use.
I have not found any dislikes at the moment
Merging databases, crms and responding to clients effiently
You can watch each training section at your own pace and the videos are really short.
The only thing I do not like about Gorgias is that we are unable to unmerge cases
We can resolve a case all in one section. We can refund, cancel, create a new order, all in the customer's Gorgias case
being able to merge customer data and the ability to create reshipments/refunds etc directly through the shopify link-up
That there isn't an easy way to add gifs within the interface
helping customers with lost shipments, refunds for products they don't enjoy, manage their subscription, understand our products
The easibility of it. Also the analytics of it all. It give great feedback on agents, on reviews. It hooks up to so many apps and Shopify. It's amazing.
Wish there was a better way to search information for tags. Also better dms process
Getting through more tickets easier and faster.
Gorgis has totally streamlined all our CS needs. We now communicate much better internally on tickets and get back to customers faster. It saves us so much time too! Highly recommend!
I feel like it's really hard to track down getting paid out on referrals. Still haven't gotten paid and sent many to Gorgias.
Not getting tickets lost falling through the cracks. Everything now easily getas a response to.
I can assign tickets to the right people and all channels are coming through in one place
Maybe the layout could be a little clearer when there is a long thread of emails going back and forth
All customer contact is in one place and I can keep track of tickets
All our messages and social media platforms are in one easy convenient location. The new phone feature is great, especially since our team works from home and lives states away from each other.
Sometimes the automated rules and the spam setting will get some of the real customers looking for help so we have to keep an eye on those closed tickets and the spam folder.
We do not have to give everyone passwords to all our social media or any programs we simply sign in to Gorgias and they have all the messages and can respond from there. I can't believe we went so long without it,m I definitely see this program being used for us for the long haul!
The fact that all integrations- email, social, live chat, etc are on the same platform is my favorite feature.
I don't like that Instagram video ad comments aren't coming in.
Grateful to have Gorgias platform to organize the different views and folders needed to help respond to customers quickly and efficiently.
It integrates with all apps we use. We enjoy the vertical integration, it helps use solves issues fast and team saves time.
The menu is too crowded. It will be nice to create more accessible and user-friendly menus and features.
We are managing all our customer support tickets including SMS, phone and emails with one platform. The phone feature is something we just realized.
This platform makes its so easy to organize incoming messages, assign to team members, and be able to answer DMs and messages from social media. Learning that a new integration is coming out to include SMS and phone is amazing!
nothing everything is great right now! maybe reminders to check messages that have been 'ignored' or forgotten would be great because some messages get pushed back sometimes but the snooze button helps with that
We are able to answer customer questions, engage with the community on social platforms, and communicate effectively with collaborators and influencers for marketing campaigns
I manage Customer Service for a small company that's growing like crazy! Gorgias has helped our team so much with the organization of tickets and drastically lowering our response time! Our customers are noticeably more satisfied with our quick responses!
There is little to dislike about Gorgias! Even when certain integrations are down, we are always notified and the problem is solved in a timely manner :)
Previously, we had four agents working out of the same Inbox. Since switching to Gorgias, we've been able to have agents stay on tickets and respond to customers much quicker as a result :) We're not spending so much time reading through conversations to get the entire picture! The ability to leave internal notes is super helpful. We also have about four inboxes we monitor so it's super helpful to have those all in one place as well.
We have multiple staff that use Gorgias and I can appreciate that everyone can see who's accountable for which responses and it makes it super streamline for everyone to see how many open tickets they have every morning and afternoon. It helps with managing time at the business. We have 1 person who maintains the tickets but they do pass things off to others in case the response needs a little more context. And the macros make response time much faster as well
I have not received a notification once or twice. And once a response was written out and disappeared and I clicked send and close.
A benefit that we've found is mainly time management. The macros are the most used tool with Gorgias as a large number of our tickets use those. And I love that ability to reference past tickets and review responses with the team so we can make better processes and macros
I love the ability to integrate so many Different apps and channels into one space to manage all things CX -
The only dislike would be the statistics. I would love the ability to have more free reign on what reports can be pulled
Being able to see the customer service statistics in regards to answering time and revenue is a huge benefit to see where we lack or where we can grow.
It's so easy to integrate everything I need, as well as the ease of use in general.
I wish there was a better spam filter, but it's not a huge hassle to mark it as spam myself.
Customer service is wildly easy, even without automations/rules. Rules and macros are my favorite things though.
I love how easy it is to work within a team environment and with multiple users.
I really don't have any gripes with the platform.
Ticket management is much smoother, and having chat integrations on our website has been a huge benefit.
Gorgias has been integral to our company's success and enables us to easily and efficiently manage all customer enquiries from both email, social, as well as live chat. We love the countless features including macros, autoresponders and useful integrations. We also love that we can use the one platform for all of our businesses.
Nothing. We have found that Gorgias has all of the features that we have been looking for in a customer service ticketing system. The one small thing that could be improved is that the iPhone app will occasionally log our users out.
Handling queries from multiple businesses and platforms all under one platform. We love the macros feature as well as the range of innovative features for efficiency. Love how they are constantly coming up with new features to make our lives easier
We love the seamless integration with Shopify and the other leading eCommerce apps. This allows our agents to work so much quicker and more efficiently straight in Gorgias without having to move back and forth between everything.
Hard to come up with anything that we dislike about Gorgias. It runs super smooth and we haven't had any issues.
We're using Gorgias to handle all of our inbound customer services and chat. It's allowed our CS team to be much more efficient.
How easy it is to use, and how it makes my job easier.
When it goes under maintenance even tho it normally doesn't take that long.
Mostly providing assistance to customers in need.