Key takeaways
- Gorgias is a help desk for e-commerce. It puts Shopify order data, order actions, and every channel in one inbox, and it works with BigCommerce, Magento, and WooCommerce too.
- You pay by ticket volume, not by seat. Plans run from $10 a month (Starter, monthly billing only) to $750 a month (Advanced, annual billing), and each ticket over your plan’s limit is billed separately.
- The AI Agent is billed on top. Each automated interaction costs $0.90 on annual plans or $1.00 on monthly plans, and it also counts as a ticket.
- G2 reviewers rate it 4.6 out of 5. They praise ease of use and the Shopify integration, and the most common complaints are the learning curve, missing features, and cost.
- It fits growing online stores with steady ticket volume. It is a weaker fit for B2B teams, for very small stores on a tight budget, and for anyone who needs a predictable bill in peak season.
Gorgias is a help desk built for online stores, with the deepest Shopify integration in the category. Reviewers praise how much order data and how many actions sit inside each ticket. The stores that push back mention one thing more than any other: the bill. Gorgias prices by tickets, not by agents, and since our last review it has also added a separate per-resolution charge for its AI Agent. We read Gorgias’s public pricing and product pages and its G2 profile, and we did not run a trial. Tidio is named only in the alternatives section, for stores with a different budget and team size.
Gorgias at a glance
The whole review fits in one table.
| Gorgias | |
|---|---|
| What it is | Help desk and AI Agent for online stores, with Shopify order data and actions inside each ticket |
| Best for | Growing Shopify and e-commerce brands with steady ticket volume |
| Not ideal for | B2B or SaaS support, very small stores on a tight budget, teams that need a flat monthly bill |
| Free plan or trial | No free plan found on the pricing page; 7-day trial with all features, no card |
| Starting price | Starter $10 a month (monthly billing only, 50 tickets); Basic $50 a month on annual billing ($60 monthly, 300 tickets) |
| AI | AI Agent at $0.90 per automated interaction on annual plans ($1.00 monthly), on top of ticket fees |
| G2 rating | 4.6 out of 5, observed October 2026 |
| Our verdict in one line | The strongest Shopify help desk, with a bill that follows your ticket volume |
What Gorgias is and who it is built for
Gorgias is a customer service platform for online stores. Its pricing page describes two products: a help desk, where tickets from every channel land, and an AI Agent that resolves questions and takes actions such as returns and order tracking. Gorgias says that Shopify’s biggest brands choose it, that more than 17,000 brands use it, and that more than 12,400 are on its Pro plan. Those are the company’s own figures.
Its focus is narrow on purpose. It is built for stores with a support team of a few people to a few dozen, selling through Shopify, BigCommerce, Magento, or WooCommerce. If you sell software or services to other businesses, much of what makes it special will go unused.
What changed in 2026
Two changes matter if you read older reviews. First, the plans changed: older write-ups, including an earlier version of this article, list Starter at $50 a month and the other tiers at $104, $140, and $185, all with 300 tickets. The current pricing page lists Starter at $10, Basic at $50, Pro at $300, and Advanced at $750, with ticket allowances that rise from 50 to 5,000 a month. Second, the AI Agent is now priced per interaction on every plan, and each interaction also counts as a ticket. The pricing section below explains how the two charges stack.
Gorgias features, capability by capability
These are the capabilities the platform is known for. The screenshots come from Gorgias’s own pages and the Tidio media library, and each is credited under the image.
Ticket inbox and Shopify data
Every conversation becomes a ticket, and the customer’s profile sits beside it: lifetime spend, past orders, and order status from Shopify. Agents can create, duplicate, edit, and refund Shopify orders without leaving the ticket, and generate discount codes. Gorgias lists the same pattern for BigCommerce, Magento, and WooCommerce.
The limit: the screen is dense, and reviewers on G2 describe a learning curve for the advanced settings. One says it takes digging to find where some settings live.
Channels and chat
Gorgias lists email, live chat, social media, SMS, voice, a contact form, and TikTok Shop in one inbox. Live chat is available on every plan, and you can trigger chat campaigns by page URL. SMS and voice are add-ons priced by volume, from $17 and $25 a month on annual pricing.
The limit: a G2 reviewer says the live chat interface cannot be fully customized to match their brand. Voice and SMS are billed by ticket type on top of your plan.
Automation: rules, macros, and AI Agent
Rules and macros handle repeat work: tagging, routing, and replies that fill in customer data and can update an order. Gorgias says rules and macros alone can automate up to 20% of tickets for a Shopify store. AI Agent goes further. It answers support questions, makes product recommendations in chat, and handles actions like order tracking and returns without a person.
The limit: reviewers say some AI responses need fine-tuning, and one says the tools change often and the training material for new ones lags behind. Complex workflow logic can need workarounds, according to one G2 reviewer.
Shopping assistant and revenue tracking
Gorgias positions support as a revenue channel. Its pages describe product recommendations in chat, discount codes based on shopper behavior, and statistics on pre-sale tickets, converted tickets, and total sales. One G2 reviewer calls the AI shopping assistant the reason their team now sees support as a revenue driver.
The limit: these are Gorgias claims and reviewer opinions. We did not measure revenue lift, and your results depend on your catalog and traffic.
Reporting
The help desk includes dashboards, agent statistics, CSAT surveys, and SLAs. One G2 reviewer says reporting on ticket volume, response times, CSAT, and contact reasons is the part they rely on most.
The limit: another G2 reviewer says deeper analysis often means exporting data and working with it outside the platform.
Integrations and multi-store
Gorgias connects more than 100 e-commerce apps, including Klaviyo, Yotpo, Recharge, Loop Returns, and Attentive, and it can connect several Shopify stores into one inbox. Its pricing page lists SSO, user permissions, and audit logs, and says data is hosted in the United States, European Union, and Australia.
The limit: the depth is built around Shopify. If your stack is not e-commerce, expect fewer prebuilt connections.
Gorgias pricing in 2026
Gorgias charges for the tickets your team handles each month, not for agents. Per its pricing page, a billable ticket is a conversation started on any channel that includes a message from a human agent, a rule, or the AI Agent. Newsletters, spam, and auto-responders are filtered out.
| Plan | Annual billing | Monthly billing | Tickets included | Overage per ticket |
|---|---|---|---|---|
| Starter | Not offered | $10 | 50 | $0.40 |
| Basic | $50 | $60 | 300 | $0.40 |
| Pro | $300 | $360 | 2,000 | $0.36 |
| Advanced | $750 | $900 | 5,000 | $0.36 |
| Enterprise | Custom | Custom | Over 5,000 conversations | Custom |
Four footnotes matter more than the table:
- Starter is monthly only. Its $10 price covers 50 tickets and 3 seats, so it works as a trial run, not a plan for a growing store.
- Overage is automatic. Tickets beyond your allowance are billed per ticket, and Gorgias says it will recommend a higher tier when that is cheaper.
- Annual billing is the lower price. The monthly column is 20% higher on Basic, Pro, and Advanced.
- Add-ons come on top. Voice and SMS are priced by volume, from $25 and $17 a month on annual pricing.
How the AI Agent is billed
Gorgias calls the unit an automated interaction: a request fully resolved without a human agent, whether by the AI Agent or by Flows, Quick Responses, or Order Management. Each costs $0.90 on annual plans and $1.00 on monthly plans. Two details change the math. Each interaction also counts as a helpdesk ticket, so it uses part of your allowance. And if a support agent replies within 72 hours of an AI resolution, that conversation is charged only as a ticket.
Each plan comes with an allowance of automated interactions: 30 on Starter and Basic, 190 on Pro, 530 on Advanced. The pricing page’s “Add AI Agent” switch prices that allowance at the monthly rate, which is why Starter shows $40, Basic $90, Pro $550, and Advanced $1,430: help desk plus AI at its included interactions. One caution: Gorgias’s pricing page lists $0.90 and $1.00 per interaction in its FAQ, while the same page’s structured data lists $1.50 for overage above the allowance. We could not confirm which rate applies beyond your plan, so ask before you budget for it.
What you will actually pay: ticket volume scenarios
The right plan changes as volume grows, and the jump between tiers is where stores get surprised. Here is the help desk bill on monthly billing at four volumes, with overage included and no AI Agent.
| Monthly tickets | Basic | Pro | Advanced |
|---|---|---|---|
| 300 | $60 | $360 | $900 |
| 1,000 | $60 + 700 × $0.40 = $340 | $360 | $900 |
| 2,000 | $60 + 1,700 × $0.40 = $740 | $360 | $900 |
| 5,000 | $60 + 4,700 × $0.40 = $1,940 | $360 + 3,000 × $0.36 = $1,440 | $900 |
Two patterns stand out. At about 1,000 tickets, Basic with overage and Pro cost nearly the same, so Pro buys headroom for $20 more. And a store that runs well under 1,000 tickets in a normal month but 2,000 in the holiday rush would pay $740 that month on Basic, against $360 on Pro. That is the Black Friday effect that reviewers describe, and it is why many stores size their plan to their peak month.
For a store that wants the AI Agent too, add $1.00 for each interaction on monthly billing. Resolving 190 conversations a month with the AI on Pro costs $190, taking the monthly total to $550, as the pricing page shows. If you are comparing with tools that price by seat or by conversation, read our Gorgias alternatives guide, which prices every option for the same team.
What real users say about Gorgias
Gorgias holds 4.6 out of 5 on G2, observed October 2026.
What reviewers praise
Ease of use and the Shopify integration come up most on G2. One reviewer values seeing order history and customer data inside the ticket, and another calls the Shopify integration the reason setup was easy. Several credit macros, rules, and the AI Agent with saving time on repeat questions.
What reviewers criticize
The complaints are about fit and cost: the learning curve, missing features, and price. One verified reviewer says the pricing model costs scale quickly as volume grows, which is hard to budget for in peak season. Others mention the learning curve on advanced features and chat customization.
G2 reviews come from invited users, so they lean positive.
Gorgias pros and cons
Pros
- Built for e-commerce. Agents see order data and can edit or refund Shopify orders from the ticket.
- Price follows tickets, not headcount. Adding a part-time agent does not raise the bill.
- All channels in one inbox. Email, chat, social, SMS, voice, and more share one view.
- Strong automation tools. Rules, macros, and an AI Agent that takes actions such as order tracking and returns.
- High reviewer satisfaction. 4.6 on G2, with ease of use and integrations the top tags.
Cons
- The bill grows with volume. Overage is billed per ticket, and peak months can push a store up a tier.
- AI costs stack on top. Each automated interaction is billed and also counts as a ticket.
- No free plan. The cheapest way in is $10 a month on Starter, with 50 tickets.
- A learning curve. G2 reviewers mention it for advanced rules and settings.
- Narrow fit. B2B and SaaS teams get less from a tool built around store data.
Who should choose Gorgias, and who should not
Choose Gorgias if:
- You run a Shopify, BigCommerce, Magento, or WooCommerce store and want order actions inside every ticket.
- Your volume is steady enough to pick the right tier, and you can plan for peak months.
- You want one platform for chat, email, social, SMS, and voice, with an AI Agent you pay for per resolution.
Do not choose Gorgias if:
- You need a flat monthly bill or a free plan, or you are a very small store with a few dozen tickets a month.
- You run B2B or SaaS support, where order data matters less than ticket workflows.
- You want one price for a large team and a free-plan start. Tidio, which charges flat plans with up to 10 seats, is built for that job.
See Tidio plans and Lyro pricing
Gorgias alternatives, briefly
These are the tools we cover in full, with pricing for a 5-agent team, in our Gorgias alternatives guide. Tidio is one of them, for a different type of team.
| Tool | Best for | Starting price |
|---|---|---|
| Tidio | Small and mid-sized Shopify stores that want chat, tickets, and an AI agent | Free plan; Starter $24.17/mo billed annually ($29 monthly), flat for up to 10 seats |
| Richpanel | Stores that want a Gorgias-style desk with order data | Free for 3 seats; Starter $20/user/mo billed annually ($29 monthly) |
| Re:amaze | Small stores that want unlimited team members | $59/mo flat for unlimited team members, monthly billing |
| Zendesk | Large teams with SLAs and many channels | $19/agent/mo billed annually ($25 monthly), email and tickets only |
| Freshdesk | A help desk with public per-agent prices | $19/agent/mo billed annually ($23 monthly) |
| Intercom | AI-first chat and help desk | $29/seat/mo billed annually ($39 monthly), plus $0.99 per Fin outcome |
Against Gorgias, Tidio gives up deep order actions: Gorgias lets agents edit and refund Shopify orders inside a ticket, while Tidio shows cart and order history in its inbox and adds Shopify actions on Growth and up. What Tidio adds is a free plan, flat plans with up to 10 seats, and Lyro in the same inbox. For the full side-by-side, see Tidio vs Gorgias. If you are weighing Gorgias against a general help desk, read Gorgias vs Zendesk and Gorgias vs Freshdesk.
Bottom line
Gorgias is a good fit when the job is a help desk for an online store that already has steady ticket volume. It earns its 4.6 on G2 with Shopify depth and automation, and its prices are published. It costs more as volume grows, bills the AI Agent per interaction on top of tickets, and has no free plan. If that sounds like your store, start with the 7-day trial and size the plan to your busiest month. If you are smaller, or want one flat price, compare it with a tool built for that.
Try Tidio free for your online store
Related guides
- Gorgias alternatives and competitors
- Gorgias vs Zendesk
- Gorgias vs Freshdesk
- Tidio vs Gorgias
- E-commerce help desk software
Frequently asked questions
Gorgias is a customer service platform for online stores. It combines a help desk, where tickets from email, chat, social, SMS, and voice land in one inbox, with an AI Agent that resolves questions and takes actions. It works with Shopify, BigCommerce, Magento, and WooCommerce.
Gorgias prices by tickets per month. Starter is $10 on monthly billing (50 tickets). Basic, Pro, and Advanced are $50, $300, and $750 a month on annual billing, or $60, $360, and $900 monthly. The AI Agent costs $0.90 per interaction on annual plans, $1.00 on monthly. Prices checked October 2026.
We found no free plan on the pricing page. Every plan starts with a 7-day trial that includes all features and needs no card. The cheapest paid option is Starter, at $10 a month for 50 tickets.
For a growing Shopify store with steady ticket volume, yes. G2 reviewers rate it 4.6 out of 5 and praise the Shopify integration. It is a poorer value for very small stores, for B2B support, and for anyone who needs a predictable bill in peak season.
Gorgias charges for each automated interaction, a request resolved without a human agent: $0.90 on annual plans and $1.00 on monthly plans. Each one also counts as a ticket. If an agent replies within 72 hours, only the ticket is charged.
Yes. Gorgias lists BigCommerce, Magento, and WooCommerce next to Shopify. Its deepest integration, with order actions inside the ticket, is built for Shopify.
Popular options are Richpanel and Re:amaze for stores that want a similar help desk, Zendesk and Freshdesk for general support teams, Intercom for AI-first support, and Tidio for small and mid-sized Shopify stores that want chat, tickets, and an AI agent with flat plans.
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