Gorgias
Ecommerce helpdesk with Shopify order actions, shared customer conversations and usage-billed AI automation.
Ecommerce-first unified inbox, Shopify order actions, macros, support reporting, shopping and support AI agents, multichannel automations.
Shopify integration and ticket-centric workflows are natural for retail teams; AI rules, channels and billing metrics need implementation.
Published low-volume pricing and helpdesk limits, but ticket-plus-AI outcome charges, overages and separate channel costs complicate total spend.
Extensive Shopify ecosystem and support/social channels, established user feedback, documented billing; no independent service or security testing.
Scored by Surabhi Singh
Quick facts
- Vendor
- Gorgias
- Pricing model
- Ticket-volume helpdesk plans plus optional AI Agent outcome-based charges and optional Voice/SMS; monthly or discounted annual billing
- Plan pricing
- Starter $10/month for 50 helpdesk tickets, up to 3 agents; AI Agent, Voice and SMS usage charged separately when enabled Vendor source checked; not a hands-on review
- Free plan
- Not confirmed
- Free trial
- Yes — check eligibility
- Last verified
- Not yet verified
About Gorgias
Gorgias is a customer conversation and commerce-support platform especially focused on Shopify and direct-to-consumer retail brands. Its Helpdesk consolidates email, website chat, contact forms and supported social channels into a shared inbox linked to shopper and order details. Agents can use macros, rules, tags, assignments and analytics while interacting with customer order, returns and subscription workflows through supported integrations. Optional AI Agent can act as a Support Agent for post-purchase questions or a Shopping Assistant for pre-purchase guidance; it needs product, policy and order knowledge and can escalate to a person. Gorgias pricing is based principally on billable support ticket volume, not a per-agent charge. Vendor’s May 2026 guide lists Starter $10/month for 50 tickets with three agent seats; Basic $60/month for 300; Pro $360/month for 2,000; Advanced $900/month for 5,000; and Enterprise on a custom quote. Higher tiers accommodate large teams, and a seven-day Helpdesk trial is available. The subscription does not automatically make every AI outcome free: AI Agent carries a separate outcome-based plan and overage schedule, with published examples around $1 per automated interaction on monthly plans or $0.90 on most annual tiers. Most importantly, September 2026 Gorgias Help Center guidance clarifies that an AI-only resolved conversation can generate both a billable Helpdesk ticket and an automation fee; rules/flows that resolve a request without an outbound helpdesk ticket may count as an automation event alone. This updated explanation conflicts with a simplified older vendor plan article that says fully automated conversations do not count toward tickets. The current billing help page is therefore the stronger rule, and the record flags this distinction for a human pricing check. Voice and SMS are separately charged by channel use, and unused ticket/AI allocations can still create overage costs when a period is busy. Gorgias Help Center says cancellation does not entitle users to an automatic refund, and all accrued overages remain payable. The product is compelling for ecommerce operations but less suitable for teams without store data. G2 users often praise Shopify integration, efficient ticket assignment and unified support channels while flagging pricing complexity. Toollers has not operated a store, measured AI resolution quality or simulated support billing.
Best for
Shopify-centered ecommerce stores with substantial customer inquiries, support teams handling order issues and AI automation goals.
Gorgias pros and cons
Pros
- Deep Shopify order and customer context lets agents respond and act within support conversations.
- Centralized email, chat and social support with macros, rules and team assignment.
- Public volume-based entry plans start at $10 for very small stores.
- Higher plans accommodate large agent teams without conventional per-seat pricing.
- AI Agent can handle common support and shopping questions with escalation and order-aware actions.
Cons
- −Costs grow with billable ticket volume and AI automation outcomes; some conversations can incur both.
- −Voice and SMS are separately billed, and ticket/automation overages require monitoring.
- −Store-centric workflows are less valuable to businesses outside ecommerce.
- −Starter is limited to 50 tickets and three agents; Basic 300 tickets may be insufficient for a fast-growing store.
- −The vendor has legacy and newer AI billing policies, and older pricing guides can misstate current ticket events.
Features
Platforms
Integrations
Pricing — research snapshot
Pricing at a glance
$10/month base for 50 billable Helpdesk tickets; three agent seats. AI Agent and channels are usage-based extras.
$60/month for 300 baseline billable tickets; current vendor guide lists broad agent access; $0.40 extra-ticket example appears in official billing help.
$360/month for 2,000 billable tickets; supports larger online retail support teams.
$900/month for 5,000 tickets and multi-team ecommerce support; invoice/overages depend on use.
Custom Helpdesk/AI support usage, contractual allowances, onboarding and volume terms.
Separate AI Agent subscription and usage charges; vendor examples approximately $1 per automated outcome on many monthly plans and about $0.90 on many annual plans. Included interaction quantities and overages vary.
Official pricing / availability source · Checked 5 November 2026. Confirm current taxes, regional terms and allowances. A listed plan is not necessarily the cheapest option.
Editorial verification: Not yet verified. Check the vendor's site for current pricing.
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