Gorgias Pricing 2026: Is It Worth It?

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Thinking about using Gorgias to manage your e-commerce customer support, but not sure what it’ll actually cost? You’re not alone.

Gorgias has, hands down, one of the most confusing pricing structures in the customer service industry. From hidden overages, unpredictable ticket-based billing, to double-charging for AI automation.

In this guide, I’ll break down Gorgias’s 2025 pricing clearly - what each plan includes, how tickets and automation are billed, where the hidden costs appear, and whether it’s really worth paying for. 👇

Key takeaways

• Gorgias uses a ticket-based model, not per-agent pricing.
• Plans range from $10/month (Starter) to $900/month (Advanced), plus a custom Enterprise option.
• Overage charges start at $0.36–$0.40 per ticket once you exceed your monthly limit.
• AI Agent tickets are double-billed - you pay for both the helpdesk ticket and the automation fee ($0.90–$1.00 per conversation).
• Volume spikes can double your costs overnight.
• Unlimited agent seats are included on all paid plans.
• Annual billing saves ~16%, but there are no refunds on cancellation.

What is Gorgias?

Gorgias is a customer support platform built for Shopify and e-commerce stores. It centralizes customer messages from email, chat, social, and voice into one shared inbox while offering automation tools and AI agents to speed up responses.

It’s especially popular with DTC and retail brands that want Shopify-native integrations and automated workflows. However, while the product itself is solid, its ticket-based pricing structure can get complicated fast - especially for fast-growing teams or seasonal stores.

Gorgias pricing 2025 overview

Gorgias’s pricing model is based entirely on ticket volume, not seats or agents. That means you can invite as many teammates as you want without extra cost - but your bill grows as your ticket count rises.

There are 5 main plans available, all differing by ticket limits and feature depth:

Important notes:

• Every plan includes 500 agent seats (excluding the Starter with 3 seats), so pricing scales purely on usage - not team size.
• Once you exceed your ticket limit, overages kick in automatically and are billed at your plan’s per-ticket rate.
• Gorgias’s “Recommended” plan is Pro, which suits most mid-sized Shopify or DTC teams.
• Annual billing gives you roughly a 16% discount (two months free).

While this structure might seem fair, costs climb fast once you start mixing in automation, seasonal spikes, or voice/SMS tickets - and that’s where most teams get caught off guard.

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Gorgias pricing breakdown

Starter plan ($10/month)

It’s Gorgias’s smallest tier, designed for solo sellers or very small shops dipping their toes into structured support.

• 50 tickets included
• 3 agent seats
• Basic email and chat support
• Best for early-stage stores testing Gorgias

Limitations:

• No automation or AI Agent
• Limited scalability (50-ticket cap is extremely low)

Basic plan ($60/month)

It’s the first usable tier for small e-commerce teams handling regular customer inquiries.

• 300 tickets included
• Unlimited agents
• Adds integrations with Shopify, WooCommerce, and CRMs
• Suitable for small Shopify teams with low-volume support

Limitations:

• No AI automation or advanced analytics
• Manual triaging of all tickets
• Vulnerable to overages during sales seasons

Pro plan ($360/month)

This is Gorgias’s “Recommended” plan for growing DTC brands and mid-sized support teams.

• 2,000 tickets included
• Unlimited agents + basic automation
• Includes reporting and multi-channel support
• Recommended plan for growing DTC brands

Limitations:

• No full AI automation (you’ll need add-ons)
• Overages are billed at $36 per 100 tickets
• AI Agent double-billing ($1 per automation + ticket cost)

Advanced plan ($900/month)

This is where Gorgias introduces full automation access, deeper analytics, and custom configurations.

• 5,000 tickets included
• Full automation and analytics suite
• Multi-brand support and custom workflows
• Ideal for scaling e-commerce businesses

Enterprise plan (Custom)

Pricing depends on the monthly ticket volume, typically starting in the low five figures annually, with per-ticket rates around $0.32 each.

• 5,000+ tickets with custom limits
• Advanced security, compliance, and dedicated support
• Lowest per-ticket rate ($0.32)
• Best for large organizations with complex setups

Gorgias AI Agent pricing

When your AI Agent handles a customer ticket from start to finish, Gorgias bills you twice:

1. Helpdesk ticket fee - the regular per-ticket cost based on your plan
2. Automation fee - a flat $1 per AI-resolved conversation ($0.90 on annual billing)

So while your base plan might look affordable, adding AI often 2-3x the real cost:

💡 Example: A Shopify brand on the Pro plan automating 30% of 2,000 tickets pays roughly $720/month - nearly 2x the initial $360.

Automation helps with volume, but every AI-resolved conversation adds a new layer of cost. For most teams, that means Gorgias gets expensive long before reaching enterprise scale.

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Voice & SMS add-ons

Gorgias charges extra for phone and SMS support. Both are billed separately from your plan and AI automation, using a tiered per-ticket model based on volume.

Here’s how those add-on costs look in practice:

💡 Example: A growing Shopify store handling around 400 voice and 250 SMS tickets a month would pay ~$310 total in add-ons, on top of their main Gorgias plan and AI costs.

For high-volume or omnichannel teams, these small ticket volume rates can quietly add hundreds or even thousands to your monthly bill.

Other things to keep in mind

What counts as billable tickets?

Gorgias charges for any ticket that gets a reply - whether it’s from a human, automation, or AI Agent. Here’s a quick overview of what counts as billable tickets:

Good to know: Reopened tickets after a few days of inactivity often count as new, meaning you might get charged twice for the same conversation.

Does Gorgias offer a free trial or discounts?

Yes, you get a 7-day free trial with full access and no credit card required. Annual billing saves roughly 16% (two months free).

Other discounts:

• Startup program: Up to 6 months free + 15% off first year for eligible startups
• Seasonal promo codes: Occasionally up to 35% off
• No refunds for unused months on annual plans

Does Gorgias include AI by default?

No. AI Agents are billed separately at $1 per AI-resolved ticket. You pay both the helpdesk fee and the AI fee, even if no human agent touches the conversation.

Any technical limits to know?

Yes. API rate limits cap at 40–80 requests per 20 seconds for standard plans, and 4 requests/sec for Enterprise. Heavy integrations or large data syncs might need the higher-tier plans.

Who is Gorgias best for?

Gorgias is best for:

• E-commerce and Shopify stores with predictable ticket volume
• Mid-sized DTC brands already using automation tools
• Teams that prefer ticket-based workflows

Gorgias is not ideal for:

• SaaS teams or startups with fluctuating support demand
• Companies wanting predictable monthly costs
• Businesses relying heavily on AI automation or seasonal campaigns

What if Gorgias is too expensive for me?

If Gorgias’s pricing model feels unpredictable or expensive, you’re not alone. Many growing e-commerce and SaaS teams look for simpler, more transparent alternatives that scale without surprise costs.

Here are some of the best options to consider:

1. ✨ Featurebase – Best modern Gorgias alternative for AI-powered inbox with transparent pricing
2. Help Scout – Best for SMB teams wanting a personal, email-first support experience
3. Zendesk – Best for enterprises needing scalable ticketing and automation across channels
4. Freshdesk – Best for businesses of any size looking for affordable omnichannel support
5. Front – Best for teams that prefer an email-style shared inbox with real-time collaboration
6. Kustomer – Best for companies wanting CRM and customer service in one unified platform
7. Intercom – Best for SaaS and online businesses focused on proactive, in-app customer engagement
8. Tidio – Best for small e-commerce teams needing affordable live chat and chatbots
9. Richpanel – Best for e-commerce stores wanting self-service options to reduce ticket volume
10. ProProfs Live Chat – Best for small teams needing fast, affordable live chat with automation
11. Kayako – Best for teams wanting a unified view of customer interactions across email, chat, and social
12. HappyFox – Best for companies needing a reliable, multi-channel helpdesk with strong automation
13. Gladly – Best for retail and lifestyle brands wanting people-centered support across channels

You can read more about the best Gorgias alternatives and competitors from here.

So, is Gorgias worth it?

Gorgias is a powerful helpdesk built for e-commerce - especially Shopify users - with strong integrations, solid automation, and unlimited agent seats. But its ticket-based pricing model makes costs unpredictable fast. Once you add AI automation, Voice or SMS channels, and seasonal spikes, your bill can easily double or triple.

Featurebase (👋 that's us) is a modern & affordable Gorgias alternative with an AI-powered support inbox, Slack integration, and help center. You get all the same features, plus roadmaps, feedback management, and product updates, in a much more affordable package. It's loved by thousands of companies like Lovable, n8n, and Raycast.

What's best is that it comes with a Free plan, and the onboarding is super simple, so there's no downside to trying it out! 👇

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