Unclaimed: Are you working at Gorgias?
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 macros and order information on the side.
If I need to do something in the Google inbox, the closed tickets won't be marked as read in the inbox.
Being able to quickly reply to customers and keep track of their tickets. This has greatly helped our brand reputation.
The whole thing is very helpful I wish my actual email worked like it.
You need to make it easier to collect customer feedback -- there should be a customer feedback button that sends certain emails to a data base -- you know what the customer ordered so it can organize it easily by product -- and the CX rep can add in any additional detail to organize it -- but this is a massive hole in e-comm companies
n/a
Love how it accurately pulls customer's info quickly so we don't have to go digging for it. Also love the macros automated response feature!
I wish it was easier to make calls within the platform. It's hard to transfer to another user.
Answering consumer emails and pulling up their past order history. It allows us to avoid digging for this information in Shopify.
Easy to create rules that can auto-respond to certain ticket types.
There is no way to clone an agent's permissions so that you can have a template for adding multiple agents with the same permissions.
It allows us to auto-respond to certain ticket types allowing us to focus on the more difficult issues.
Bringing all of our customer-facing inquiries into one place has helped us out tremendously. We can auto-assign tickets to the correct departments and employees, respond to commonly asked questions using pre-built responses (macros), and auto-close spam-related messages. Whether it's a message through our contact us form or an Instagram conversation, everything flows through Gorgias.
Gorgias does a great job of growing its integrations as new platforms emerge. Don't lose sight of training your customers on these integrations and how they can help companies grow.
Gorgias is saving us a ton of time by bringing everything into one place. We were juggling emails, live chats, and social media messaging all on our own before Gorgias.
We love how you can integrate everything into one location. We no longer need to log into 7 platforms to talk to our customers but can do it all from one spot. The best part- we can see their orders, reach out history, change information, and resolve their concerns in one platform. You can assign tickets to fellow employees. This literally took away the need for multiple employees and made it where we can have 2 people handle it all at a rapid pace to get back to our customers quickly. The macros we are able to customize allow us to respond quickly, personally, yet speed through common replies. We can't say enough great things about Gorgias!
We cant think of anything we dislike about gorgias!
The need for multiple employees. Now we can have limited staff handle a large amount of customer service. It is so quick and efficent.
Super easy to use and onboard new team members. The ability to tag tickets and report on those tags has been very helpful in actioning on trends in inquiries.
The sidebar nav can be overhwhelming to new team members. It would be nice to emphasize the Open Tickets section as well as the open Live Chat section so team members can quickly see what needs to be taken care of.
We needed a solution to handle incoming customer issues and inquiries. This was easy to implement and understand. Our service agents are able to efficiently resolve tickets at scale, which is pretty amazing.
Everything is very expedited and intuitive.
Nothing, everything works very well and is streamlined.
Customer service is very streamlined and increases our productivity.
How straightforward the UI is for the user. Everything feels natural and you don't have to search for anything.
I don't really have any negatives that I can think of off the cuff.
Ticket response times are very low and it keeps things top of mind very well.
Gorgias is a no-brainer for Shopify stores, has strong integrations and makes it super simple to edit orders within the Gorgias app.
Don't like that we can't see earlier messages in DM's on Instagram
Was looking for a one-stop shop to answer all customer questions.
how easy it is to have all customer communication in the one place
would like it to be easier to 'set up' technically at on-boarding
allows us to answer customers at speed
I love the interface of Gorgias and how easy it is to navigate to each available feature of Gorgias. Being able to see a comprehensive view of the customer, reference pre-written macros, and even snoozing tickets are just some of the few features from Gorgias that I love.
There are a few small tweaks that I think could really elevate Gorgias. Being able to "undo" other actions like creating an internal note, merging tickets, etc. would be nice to undo in case we make a mistake. I also think that tags could be streamlined and organized a little better.
One of the most impactful solutions Gorgias has is allowing us to automate regular questions but still include our voice in the message to keep it personable. This has cut our response time in half and frees up more time in our day to work on other projects.
Ability to pull all customer communication channels into one platform. Very useful for teams managing multiple channels/stores across a number of agents. Further enables cross-working and shared views so that all members of the Customer Service team have insight into on-going customer situations. Constantly improving product offering and regular new features launched. Active community and weekly calls with Gorgias team for various learning opportunities and business updates. Well built out FAQs and responsive & helpful Support staff.
Not all integrations are available, although the range is very wide and expanding regularly.
Improved customer service by offering increased communications channels with an increased response time. Further support remote work by enabling daily functions to be handled via Gorgias (email, social, chat, VoIP).
The functionality of the program. Friendly site.
Tickets do not merge automatically. Voice mails are not written.
Customers tickets, getting quick responses and on time.
It gives me an easy job since every process is already accessible, like creating an order, checking the status of the order and it will allow us to schedule/snooze the customer if we need to do follow-up. It gives us the ability to monitor our survey satisfaction.
Based on my experience, the downside is that whenever I closed the old tickets and wanted to check other tickets, it will prompted to the closed one, could be better that it will prompt automatically to the open tickets instead of clicking back multiple times to go into the first page
NA
I like the interactive part of Gorgias!!
Nothing so far! Product is very nice!!!!
Communication! It's easy to do our work because of flawless and easy communication! Also very notifying! It's easy to track the chats. It really helped our overall performance!
The ticketing system and macro feature. You can see the new emails as unnasigned tickets and you can use simply macro to respond to customers.
The tickets don't get merged automatically when the same customers sending an email
We are responding to customers for refund, update shipping information, sending confirmation email about cancellation or partial refund.
the way we can integrate all our sources of communication with the customer and divide it in the team
I got the training in english, would be nice if it was available in other languages.
division of tasks
Able to access shopify without changing to a different view. The function to capture the typing history is helpful to shorten the time to complete the sentence.
sometime at certain timing the portal will become lacking. The new incoming email will open in a new ticket and have to merge them together even though the original ticket is not close yet.
There is no major problem as a basic user has.
gorgias help us quickly follow up with the ongoing issue by snoozing you tickets. User friendly platform and can be self thought.
Limited control in adding excel contents/word file.
na
I like all of the features in Gorgias. Especially when linking to other platforms.
Nothing that I can think of. All is good.
We are using Gorgias for Customer Service. We are sending emails to resolve the product issue, delivery issues, and all about customer service.
I haven't been using Gorgias for very long, but so far I find that it is very easy to jump into and very user friendly. I love that messages from different platforms can all come into it and be answered there (chat, email, etc.)
The only thing that I find confusing is the timeline on open tickets. I get confused about which response is the most current. I am getting more familiar with the application and having less trouble, but at first that was a bit time consuming trying to figure out which was the most recent response by looking at the date and time on each interaction.
I am solving problems for customers everyday by being able to interact with them in a timely and efficient manner no matter which platform they use to contact me.
Easy to navigate, and I like the macros.
Not being able to see the ticket history.
I am helping our customers and resolving issues to make them happy. The benefits are, that it makes working on tickets a lot easier.
I love that everything can be located in one place vs logging into and checking multiple platforms.
I can't think of anything that I dislike. I wish my other jobs had used Gorgias!
Chat, email, etc are all in one area so missing items, mispicks, delivery issues, and more are able to be resolved in a very timely manner.
My team has greatly benefited from Gorgias. We use reporting capabilities to our greatest ability and we love it!
I wish there was a way to "draft" a new ticket.
Quicker response time, better reporting, and organization!
I like how the chat feature is set up. If you are not on, it shows up as an email, which is very nice!
I dislike not being able to see the history of different tickets all at the same time or it makes me scroll all the way down again.
That it is more proefficant and we can see our stats at any time.
Chat and email support helps a lot it's easy to use.
I haven't as of yet found anything I dislike.
Contacting and helping customers in several ways.I
The queue is easy to manage and agents can navigate between tickets easily. The connection with Shopify is robust and helps our agents with efficient work ensuring they don't have to navigate away from Gorgias. We love the revenue tracking reports as well.
I wish that there was more customizable reporting that we could do on our own. We can from Zendesk which allowed a lot of custom reporting so moving to Gorgias, it feels like we're lacking there a bit.
We've never been able to see what revenue our customer service team brings in so being able to see that now helps us better make arguments to our leadership team on the value CS brings to the organization.
How easy it is to grab data, manage many integrations in one place, and how user-friendly it is. And at the same time, the Gorgias support team is always there to answer questions/find resolutions when things are not working or when we need more insight on something.
Like everything good, it also has bad sides. it tends to have many outages, even though most of them are not directly related to the platform itself, but the integrations.
Customer satisfaction in a timely manner. With the tagging system, we are able to pinpoint trends the customers share with us daily, address them fast and work around them to improve customer experience!
How approachable and easygoing it was. Amazing team and tools. Very straight forward all over. I love the macros and rules and that CS team can use it as point of all the corespondence.
Not fully integrated with Big Commerce. At this point very little to none automation features are working, which would be absolutely great if it can be integrated fully.
We will be using chat functions, connecting our store wit social media sources as well as communication with our warehouse team, if customers have questions in regards their orders.