Gorgias Review (2026): Shopify Helpdesk, AI Agent, Real Costs
Gorgias review (2026): the Shopify helpdesk and AI Agent judged, with how tickets and AI interactions add up to a real monthly bill and which plan to buy.
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Gorgias is the strongest helpdesk we cover for Shopify brands whose tickets are mostly about orders, and we rate it 4.0 out of 5 (provisional). Buy it if you run a Shopify store with roughly 300 to 5,000 tickets a month and several people answering them. Start on Basic, and move to Pro once you pass about 1,050 tickets a month on monthly billing (about 925 on annual), the point where Basic’s overage costs as much as Pro. The catches: you pay for tickets and for AI interactions, every AI resolution also counts as a ticket, AI Agent works only with a connected Shopify store, and Voice and SMS are extra meters with no published prices (all prices at the time of writing).
A note on method: we have not run a hands-on test of Gorgias for this review. It is based on Gorgias’s pricing page (plan cards, compare table and FAQ), its help centre articles on billing and AI Agent setup, its changelog and its Master Subscription Agreement, read between 10 October and 5 November 2026 and re-checked on 5 November 2026. Under our editorial policy, a rating based on documentation alone is provisional. For setup steps rather than a verdict, see our Gorgias tool guide.
Gorgias review: the short verdict
Gorgias is a helpdesk built around the Shopify order. Agents see the customer’s orders next to the ticket and can refund, cancel or edit them from there, and macros can run the same actions. The pricing model suits teams with many part-time agents because you pay per ticket, not per seat. What holds the score back is billing: two meters (four with Voice and SMS), an AI interaction that is charged on its own and again as a ticket, and steep jumps between tiers. We scored five criteria with equal weight, the same method as our Tidio review.
| Criterion | Score | Why |
|---|---|---|
| Helpdesk and ecommerce depth | 4.5 | Email, chat, Facebook, Instagram, WhatsApp, SMS and voice in one inbox; Shopify order actions in tickets and macros; Rules, Flows and Help Center; multiple stores |
| Ease of use | 4 | 7-day trial with no card; Shopify quick install for chat; minus: up to four meters to understand |
| AI (AI Agent) | 4 | Shopping Assistant and Support Agent roles, Guidance, Actions, AI Coverage page, deploys on email, chat, SMS and social; minus: Shopify-only and untested by us |
| Pricing and value | 3 | Starter from $10 and no per-seat pricing, but AI charged twice, $1.50 AI overage, big tier jumps, Voice and SMS prices unpublished |
| Privacy and trust | 3.5 | US, EU or Australia hosting; Google and Microsoft SSO on every plan; audit logs from Pro; minus: Gorgias may train its own models on customer data |
The average is 3.8, which we round to a provisional 4.0, the same score as Tidio for a different buyer. We would not rate it 4.5 without measuring AI Agent’s resolutions on a real store.
Who Gorgias is for (and who should skip it)
Gorgias fits Shopify brands with a support team, especially when a large share of tickets need an order looked up, changed, refunded or returned. It also suits brands with many seasonal or part-time agents, since 500 seats come with Basic, and brands that answer a lot of Instagram and Facebook comments and DMs alongside email.
Look elsewhere if:
- You run SaaS or non-ecommerce support. You would pay for order features you cannot use.
- You are a small store that mostly needs website chat. Our Tidio review covers a cheaper option with a free plan.
- Your customers live on WhatsApp. Wati is WhatsApp-first.
- Sales start in Instagram DMs. Manychat is built for that.
- You are on WooCommerce, BigCommerce or Magento and want the AI. AI Agent requires Shopify.
What Gorgias does well
Orders inside the ticket. Gorgias’s Shopify 101 article documents refunds and cancellations from Gorgias, macros that can duplicate, cancel, refund and edit orders, Shopify variables in macros and Rules, and customer profiles across more than one Shopify store.
No per-agent pricing. Every plan is defined by tickets, and the compare table gives Starter 3 seats and every other plan 500.
One inbox for most channels. Email, chat, contact forms, Facebook, Instagram (comments, ads and DMs), WhatsApp and a Help Center are part of the helpdesk; Voice and SMS are add-ons. On 30 October 2026 Gorgias retired its own TikTok Shop app in favour of TikTok Shop’s native integration.
An AI agent that can act. AI Agent has a Shopping Assistant role for pre-purchase questions and a Support Agent role for post-purchase ones. It learns from your website, Help Center, documents and written Guidance, and can run Actions such as cancelling a Shopify order or editing a shipping address when a skill or guidance includes them. The setup guide lists Email, Chat, SMS, Instagram DMs and Facebook Messenger, and WhatsApp as deploy channels. Since 8 October 2026 an AI Coverage page shows each intent, its tickets and handovers, and whether AI Agent handles it.
Useful recent additions. Per-skill charts of handovers and CSAT over time (26 October 2026), and an official Gorgias connector for Claude and ChatGPT that can find and update tickets and draft guidance (29 October 2026). Pro and Advanced add revenue attribution.
Where Gorgias falls short
Billing you have to study. A ticket is billable once any message leaves the helpdesk, including an automatic reply from a Rule. A customer who replies after 10 days on email, or 3 days on chat, SMS or voice, opens a new ticket that is billed again.
AI is charged twice. Each automated interaction is billed on the AI meter and, as the pricing FAQ says, “also counts as a helpdesk ticket”. If an agent replies within 72 hours, it is billed only as a ticket.
Expensive overage and tier jumps. AI interactions above the bundle cost $1.50. Moving from Basic to Pro takes the helpdesk from $60 to $360 a month.
Voice and SMS pricing is hidden. The pricing page says only that pricing “scales with your call and text volume”; the help centre shows tier prices only inside the account. One conversation can be billed as a helpdesk, a Voice and an SMS ticket. The compare table marks both add-ons unavailable on Starter.
Plan gating. Starter has 3 seats, monthly billing only, and no Actions or brand-voice controls for AI Agent. BigCommerce needs Basic, Magento needs Pro, and audit logs need Pro.
Training on your data. Section 4.2 of the Master Subscription Agreement (last revised 30 March 2026) lets Gorgias use customer data “solely to build and improve our internal machine learning and other artificial intelligence models”. It says third-party AI providers work under zero data retention and do not train on it. We found no opt-out.
Claims we checked
| Claim | Source | Status (5 Nov 2026) |
|---|---|---|
| “Never priced per agent” | Pricing page | True; seats are 3 on Starter, 500 above |
| AI Agent “pay only when it resolves a conversation” | Pricing page | True, but each resolution also counts as a ticket |
| Works with WooCommerce, BigCommerce, Magento | Compare table | Helpdesk yes (by plan); AI Agent needs Shopify |
| 7-day trial, no card, all features | Pricing FAQ | True; no free plan |
| $0.85 per interaction on Advanced | Compare table | Conflicts with the Advanced card ($477 for 530 = $0.90); we use the card |
Gorgias pricing: what you really pay
Prices in USD at the time of writing, checked on the pricing page on 5 November 2026.
| Plan | Monthly | Annual (per month) | Tickets a month | Extra ticket | AI bundle (monthly / annual) |
|---|---|---|---|---|---|
| Starter | $10 | Monthly only | 50 | $0.40 | 30 for $30 / n/a |
| Basic | $60 | $50 | 300 | $0.40 | 30 for $30 / $27 |
| Pro | $360 | $300 | 2,000 | $0.36 | 190 for $190 / $171 |
| Advanced | $900 | $750 | 5,000 | $0.36 | 530 for $530 / $477 |
| Enterprise | Custom | Custom | Over 5,000 | Custom | Custom |
AI interactions above the bundle cost $1.50 each. Overage is billed, not converted into an automatic upgrade; Gorgias says it will recommend a higher plan when that is cheaper. Enterprise adds SAML SSO, SCIM, an API at 4 requests per second (2 on self-serve plans) and a custom DPA.
What counts as a billable ticket
A ticket is billable when at least one message is sent from your helpdesk by an agent, AI Agent or a Rule, and it counts once however long the thread runs. Inbound messages you never answer are free, and newsletters, spam and auto-responders are filtered out. The help centre’s example: 302 tickets on Basic costs $60 plus two at $0.40, or $60.80. An automated interaction is a request fully resolved without a human by AI Agent, Flows, Order Management or Article Recommendations, with no human involvement within 72 hours.
Three monthly cost examples
Our estimates from list prices, before tax and any Voice or SMS add-on. Ticket counts include the AI-resolved ones, because those count as tickets too.
| Store | Cheapest plan | Monthly billing | Annual (per month) |
|---|---|---|---|
| 250 tickets, 30 resolved by AI | Basic + AI | $90 | $77 |
| 1,000 tickets, 200 by AI | Pro + AI | $565 | $486 |
| 3,000 tickets, 600 by AI | Pro (monthly) or Advanced (annual) | $1,525 | $1,332 |
The middle store on Basic would pay $625 a month: $340 in tickets plus $285 in AI, of which $255 is overage at $1.50. At 3,000 tickets, Pro and Advanced cost almost the same on monthly billing ($1,525 vs $1,535), while on annual billing Advanced is cheaper ($1,332 vs $1,446).
Is Gorgias AI Agent worth it?
Do the unit maths first. Inside the bundle an AI resolution costs $1.00 on monthly billing or $0.90 on annual, and it still uses a ticket from your allowance, or $0.36-$0.40 once you are over it. Above the bundle the same resolution costs $1.50 plus the ticket, so up to $1.90. AI Agent never lowers your Gorgias bill; it pays off only by saving agent time on repetitive work such as order status, returns and address changes.
Before buying, check AI Coverage to see which intents AI Agent handles and which it hands over, start with the bundle included in your plan, and watch the $1.50 overage in the first month. The 7-day trial needs no card, but AI Agent needs a connected Shopify store, so test on a development store if you are not ready to connect your live one.
How it compares with Tidio: in our Tidio vs Gorgias comparison, Tidio cost the same or less in every scenario we priced. Gorgias earns the premium when most tickets are about orders or you have more than 10 agents.
Which Gorgias plan should you buy?
- Starter ($10): testing, or a very small store with up to 3 people; monthly billing only, and no AI Actions.
- Basic ($60, or $50 annual): up to about 1,050 tickets a month on monthly billing, or 925 on annual, before overage reaches Pro’s price.
- Pro ($360, or $300 annual): 2,000 tickets, revenue attribution and audit logs; it stays cheaper than Advanced up to about 3,500 tickets on monthly billing or 3,250 on annual, before AI.
- Advanced ($900, or $750 annual): 5,000 tickets and the largest AI bundle; worth it for high-volume brands that automate a lot.
- Enterprise: more than 5,000 tickets, SAML SSO, SCIM and custom contracts.
Gorgias alternatives
- Tidio: cheaper live chat and help desk with the Lyro AI agent and a free plan; see the Tidio review and Tidio vs Gorgias.
- Wati: WhatsApp-first support and sales (review, guide).
- Manychat: automation for Instagram, Messenger and WhatsApp DMs (guide).
- Zendesk, Intercom and Freshdesk: general helpdesks priced per agent, compared in our best AI customer support tools guide.
Browse all support and messaging tools or read our other reviews.
Frequently asked questions
How much does Gorgias cost per month?
At the time of writing: Starter $10 a month for 50 tickets (monthly billing only), Basic $60 ($50 a month billed annually) for 300, Pro $360 ($300) for 2,000 and Advanced $900 ($750) for 5,000. Extra tickets cost $0.40 on Starter and Basic and $0.36 on Pro and Advanced. AI Agent adds $1.00 per automated interaction on monthly billing or $0.90 on annual, and $1.50 above the plan's bundle. Enterprise is custom.
What counts as a billable ticket in Gorgias?
Any ticket with at least one message sent from your helpdesk, whether by a human agent, AI Agent or a Rule. It counts once however many messages follow. Unanswered inbound messages, newsletters, spam and auto-responders are not billed. A reply after more than 10 days of inactivity on email, or more than 3 days on chat, SMS or voice, opens a new ticket that is billed again if you answer it.
Does Gorgias charge per agent?
No. Gorgias prices by tickets, not seats. Starter includes 3 user seats and Basic, Pro and Advanced include 500, according to the compare table on the pricing page at the time of writing.
Is Gorgias AI Agent worth it?
Only if it saves real agent time on order status, returns and address changes. Each automated interaction costs $1.00 on monthly billing or $0.90 on annual inside the plan's bundle and $1.50 above it, and it also counts as a helpdesk ticket. Test it on your own top intents during the trial before buying a large bundle.
Does Gorgias work without Shopify?
The helpdesk does: the pricing page lists WooCommerce on every plan, BigCommerce from Basic and Magento from Pro. But Gorgias's setup guide says AI Agent requires a connected Shopify store, so non-Shopify stores lose most of what justifies the price.
