Gorgias review (2026): features, pros and cons, pricing
Ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context.
Verdict at a glance
Gorgias is an ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context. It covers email, chat, voice and SMS, and an AI Agent is priced per automated interaction.
Pros
- Responsive support team (Shopify app reviews)
- Live chat and store context in one place.
Cons
- Mixed Shopify app rating (4.2 of 624) suggests uneven satisfaction.
- Ticket overages raise cost.
What is Gorgias?
Ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context. It is built for shopify-style online stores that want unlimited agents on a ticket-based price and small stores starting from 50 tickets a month. Gorgias was founded in 2015 and is based in San Francisco, US (founded in Paris).
Category: Help Desk Software
Gorgias key features
| Feature | What we found |
|---|---|
| Channel coverage | Email, chat, voice and SMS (Voice and SMS as add-ons billed by usage) |
| AI agents and assistance | AI Agent priced per automated interaction. |
Gorgias pricing
The price follows tickets per month, so adding agents does not change the bill. Starter is $10 for 50 tickets with a $0.40 overage and is monthly only. Basic is $50 annual or $60 monthly for 300 tickets, Pro is $300 or $360 for 2,000 with a $0.36 overage, and Advanced is $750 or $900 for 5,000. Annual billing saves about 17 percent and is charged upfront for 12 months. The AI Agent costs $0.90 per automated interaction on annual and $1.00 monthly, and each one also counts as a ticket. Voice and SMS are billed by usage, with rates not listed.
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Starter | $10 | per month | 50 tickets, monthly billing only, overage $0.40 |
| Basic | $50 annual / $60 monthly | per month | 300 tickets |
| Pro | $300 annual / $360 monthly | per month | 2,000 tickets, overage $0.36 |
| Advanced | $750 annual / $900 monthly | per month | 5,000 tickets |
| Enterprise | Custom | quote | Over 5,000 conversations a month |
AI Agent: $0.90 per automated interaction on annual, $1.00 monthly, $1.50 beyond plan allowance; each AI interaction also counts as a ticket. 7-day free trial, no payment info. Page also showed conflicting monthly numbers in its product data (Basic $77, Pro $471, Advanced $1,227), confirm before relying.
Who Gorgias is best for
Best for
- Shopify-style online stores that want unlimited agents on a ticket-based price.
- Small stores starting from 50 tickets a month.
Not ideal for
- Non-ecommerce support teams.
- High-volume stores worried about overage fees of $0.36 to $0.40 per ticket.
Gorgias alternatives
ZendeskSupport teams that want a broad omnichannel suite with a regional data hosting option.
FreshdeskSMB support teams wanting low entry price and SAML SSO on every plan.
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.
FrontTeams that work out of shared email addresses and need internal comments and assignment.
HubSpot Service HubCompanies already on HubSpot CRM wanting tickets tied to contact records.
HelpDeskSmall support teams that want flat per-user pricing with no per-ticket fees.
What Gorgias really costs
- Billing
- Monthly and annual (Starter monthly only)
- Annual discount
- About 17% vs monthly (derived from list prices for Basic, Pro, Advanced)
- 20 users per year
- Not seat-based. 20 agents on Pro annual: $300 x 12 = $3,600 per year for 2,000 tickets a month.
- Renewal terms
- Annual plans billed upfront for 12 months; auto-renewal terms not confirmed by the vendor.
Add-ons and extras to budget for
- AI Agent $0.90 to $1.00 per automated interaction.
- Voice and SMS usage billed by volume (rates not listed)
- Overage tickets $0.36 to $0.40.
Questions to ask about price
- Is there a minimum number of seats or a minimum annual spend?
- Are there one-time costs for implementation, onboarding or data migration?
Is Gorgias worth the price?
Gorgias is good value for Shopify-style online stores that want unlimited agents on a ticket-based price, including small stores starting from 50 tickets a month. It gets expensive for high-volume stores facing overage fees of $0.36 to $0.40 per ticket, and it is awkward for non-ecommerce support teams. Twenty agents on Pro annual cost $3,600 per year for 2,000 tickets a month, regardless of headcount.
Worth it if
- Shopify-style online stores that want unlimited agents on a ticket-based price.
- Small stores starting from 50 tickets a month.
Look elsewhere if
- Non-ecommerce support teams.
- High-volume stores worried about overage fees of $0.36 to $0.40 per ticket.
Pricing details most reviews leave out
- Pricing is by ticket count, so agent count does not change the price.
- AI interactions also count as tickets, so automated volume can push you into overage.
- Starter is monthly only; 17% saving on annual for Basic to Advanced is derived from list prices.
- SSO is supported for Google and Microsoft 365 accounts; plan not stated on the pricing page.
- Shopify App Store rating 4.2 from 624 reviews.
Our verdict on Gorgias
Gorgias is an ecommerce helpdesk that bills by ticket volume instead of by agent. Plans start at $10 per month for 50 tickets (Starter, monthly only), then $50 annual or $60 monthly for 300 tickets, $300 or $360 for 2,000, and $750 or $900 for 5,000. Enterprise is quoted above 5,000 conversations a month. A 7-day free trial needs no payment info.
Value depends on ticket volume, not team size. Unlimited agents is a real saving for a growing support team, but overages cost $0.36 to $0.40 per ticket and AI interactions also count as tickets, so automation can push a busy store past its plan. Check how many tickets your store handles in a busy month before you pick a tier, and count automated chats as tickets, because that is where the bill moves.
Gorgias FAQ
What is Gorgias used for?
Gorgias is an ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context. It covers email, chat, voice and SMS, and an AI Agent is priced per automated interaction. It suits shopify-style online stores that want unlimited agents on a ticket-based price.
Does Gorgias charge per agent?
No. Gorgias bills by ticket volume, and the pricing page says never per agent, so adding agents does not change the price.
How much does Gorgias cost for 20 agents?
It is not seat-based. Twenty agents on the Pro plan billed annually cost $300 x 12, or $3,600 per year, covering 2,000 tickets a month.
Does Gorgias have a free trial?
Yes, a 7-day free trial with no payment info. There is no free plan, and the cheapest paid tier is Starter at $10 per month.
About Gorgias
- Founded
- 2015.
- Headquarters
- San Francisco, US (founded in Paris)
- Employees
- 250-500 (estimates range 250 to 476)
- Funding or owner
- Series C $104M (Aug 2022) plus $29M Series C-2 from existing investors.
Listed in: Help Desk Software
Sources
Every fact on this page comes from Gorgias's own pricing, product or documentation pages, G2 and company records, checked on October 24, 2026. Unknown values are left out instead of estimated.