Gorgias Pricing Plans

You'll find five different options in terms of pricing for Gorgias. These include; Starter, Basic, Pro, Advanced, and Enterprise. The pricing model is somewhat unique in the sense that Gorgias allows users to add nearly their entire company on most plans instead of charging per user like many other SaaS tools. This, we feel, is a great advantage for transparency, however, it also adds a level of complexity to managing your overall number of users and therefore your total monthly bill. As a result, you should be extremely careful when it comes to adding additional users to avoid going over and being charged an excess fee.

As far as we are concerned, both the $10/mo Starter, and the $50/mo Basic, are entry-level options. The Starter option has several restrictions including only allowing three users and only 50 tickets, while the Basic option allows up to 300 tickets and has a maximum of 500 users. We would recommend the Pro option ($300/mo), which is the first option that includes a revenue dashboard, for anyone attempting to scale, as this will allow you to see how much money your support team is producing.

If you are one of the large-volume users, then the Advanced ($750/mo), and Enterprise (custom) options will provide you with the capabilities to manage larger volumes, and also receive what Gorgias calls 'white-glove' service. Based on our experience, we feel that the main benefit of moving to the Advanced option is the dedicated Customer Success Manager that will assist you with optimizing your automations. We feel that the Enterprise option is only suitable for the large, multi-store, global companies that require custom API development and need to support 600+ integrations to maintain the functionality of their ecosystem.

Why do businesses go to Gorgias for helpdesk solutions? The main reason is that they are tired of their support teams being isolated from the rest of their Shopify or BigCommerce stores. The majority of traditional help desks see an email as a support request whereas Gorgias sees the email as a customer profile. Businesses are attracted to Gorgias primarily due to the deep, native integrations with Shopify, BigCommerce, and Magento. If live chat performance and real-time customer engagement are your top priorities, it can also be useful to compare Gorgias with a dedicated live chat solution like LiveChat. Your support team is no longer simply responding to messages; they can also be refunding orders, checking on tracking numbers, and even updating subscriptions in the same chat window.

The 'per ticket' pricing model is, in our opinion, a huge psychological shift that benefits businesses. Rather than punishing themselves by hiring more people, we believe this model encourages all of your employees (from marketing to warehouse) to utilize the platform since there are essentially no limits on how many seats you can purchase. In addition, the automation within Gorgias allows users to create complex rules to automate responses to frequently asked questions such as "where is my order?" and include dynamic tracking information to close those inquiries once and for all. We believe Gorgias is ideal for businesses looking to make support a revenue generator; the statistics dashboard clearly demonstrates which agent's chat was responsible for a sale, making this a vital tool for brands looking to justify the costs associated with support as an investment, rather than just an expense.

While Gorgias was built for customer service teams; we believe Gorgias has the potential to be a secret weapon for both marketing and sales as well. The reason is, Gorgias brings in all of the full Shopify data, so your marketing team can see what support interactions were related to actual purchases. Our opinion is, the only way to prove your team is not simply a cost-center, is by being able to measure 'support-influenced revenue'.

We also feel that the operational and warehouse teams will benefit greatly from using Gorgias. Since you can edit orders, process refunds and correct shipping addresses directly within the ticket sidebar; you will reduce approximately 80% of the "hey, can I check this order?" Slack messages that normally flood the inboxes of your operational team members. We would highly recommend that your fulfillment leaders get involved with the platform; since seats are unlimited on most plans, there is no logical reason why they should not.

Lastly, we believe the leadership/founder level will have the greatest amount of "peace of mind". As far as we are concerned, the automation of 60% of the repetitive "where is my order?" type tickets means you can grow your business without having to panic hire 10 more people every holiday season. Any team with a focus on high-growth DTC will be the perfect fit, due to the fact that Gorgias was created to turn a chaotic inbox into a streamlined profit machine.

Whether Gorgias is worth the money for your business will depend on how often your employees are in Shopify. Some companies have told us that Gorgias has saved them so many hours and has such a positive impact on their workflow that they wouldn’t trade it for anything. Others have told us they feel like they are being nickel-and-dimed by Gorgias' pricing structure based on the number of tickets they receive.

In our experience, if you are a growing Shopify company then it's probably safe to say that Gorgias is worth the money. Gorgias isn't just a way to store all of your emails into one place, it is a valuable tool that gives your agents the ability to issue refunds to customers or check on the status of packages without having to leave the conversation. If your main goal is to deeply analyze support performance across multiple channels, some teams prefer to benchmark Gorgias against enterprise-grade helpdesk tools like Zendesk.

We also want to caution you to do the math and make sure that you understand the Return on Investment (ROI) of using Gorgias. While we find the ROI to be substantial when using Gorgias Rules and AI Agents, we find it less compelling when simply using Gorgias as a simple email aggregator.

Therefore, we would highly recommend Gorgias to teams who are drowning in "Where is my order?" type tickets. We estimate that Gorgias can automate about 30-40% of these types of questions automatically.

We do not think that Gorgias provides nearly the same value for teams that are not using Shopify as their platform (such as WooCommerce or custom SaaS). The unlimited seat model is the main advantage of Gorgias for businesses with seasonal employees. We also think that for businesses that are receiving over 500 orders per month, the efficiency gains are usually greater than the costs of Gorgias.

In our experience, the Pro plan is the undisputed "fan favorite" and the most commonly chosen tier for businesses that are actually trying to scale. While the $360/month price tag might look like a steep jump from the $60 Basic plan, we think the "Recommended" badge on their pricing page isn't just marketing fluff—it’s where the tool finally starts acting like a partner instead of just a shared inbox. Most brands we talk to realize pretty quickly that without the Revenue Statistics found in the Pro tier, they’re just flying blind.

From our perspective, the Pro plan is the sweet spot because it balances a generous 2,000-ticket limit with the ability to actually prove ROI. We recommend it because it’s the level where you get Proactive Chat and Campaigns, which allow you to trigger messages based on a customer's cart value—essentially turning your support team into a sales force. We think the Basic plan is technically the most "common" for brand-new stores, but we believe that once a brand hits that 300-ticket ceiling, they almost always migrate to Pro to get their hands on the deeper automation and performance data. In our opinion, if you’re serious about DTC, Pro is where you’ll eventually land anyway.

To maximize the value of Gorgias, your team needs to stop thinking of it as just a "helpdesk" and start treating it as a revenue-generating operations hub. Because of its deep ties to Shopify, the real ROI doesn't come from just answering emails—it comes from how much manual work you can offload and how many sales you can track.

Here is how we think you can get the most out of the platform:

1. Aggressive automation: We recommend setting up "Rules" for your top 5 most repetitive queries (like "Where is my order?"). If you can automate 30% of your tickets, your cost per interaction drops significantly.

1. Annual over monthly: If you’re committed, pay annually. You’ll get a 20% discount, which is basically getting over two months for free. In our opinion, this is a no-brainer for established brands.

1. Audit your pricing plan: We recommend reviewing your ticket volume every quarter. If you’re paying for a Pro plan but only using 400 tickets, you should drop to a cheaper pricing plan to save cash. Conversely, if you're drowning in overage fees, moving up a pricing plan actually lowers your cost per ticket.

1. Cut the add-on fat: Gorgias loves their "add-ons" like Voice or SMS. We think it's wise to limit these extensions unless they are actually driving measurable sales.

1. Use a promo code: You can check the Gorgias promo page on our marketplace to find the best current deals and discounts available before you sign up.

When it comes to Gorgias’s AI Agent, the pricing model is a bit of a "double-dip" that catches a lot of people off guard if they aren't looking closely at the fine print. Unlike some tools that give you a flat rate for AI, Gorgias treats their AI Agent as a premium add-on that works on a pay-per-resolution basis.

Here is the breakdown of how the costs actually stack up:

1. The resolution fee: You’re looking at $1.00 per resolved conversation if you pay monthly. If you commit to an annual plan, that price usually drops to $0.90 per resolution.

1. The "double bill" reality: In our opinion, this is the most important part to understand: an AI resolution counts as both an AI fee and one of your monthly billable tickets. So, you’re paying the $1.00 automation fee plus using up one of the tickets included in your base plan (Starter, Basic, Pro, etc.).

1. What counts as a "resolution": We think it’s fair that you only pay when the AI actually finishes the job. If the AI Agent can't solve the issue and has to hand it off to a human, you don't pay the $1.00 fee—you just pay the standard ticket cost for the human's time.

1. Volume discounts: We recommend chatting with their sales team if you’re doing massive volume. While the public price is around $1.00, we believe there’s room for "bundle" pricing if you’re prepaying for thousands of resolutions a month.

From our perspective, while $1.00 per chat sounds high compared to a human agent's "free" seat, we think the math works out because the AI never sleeps and handles the "boring" stuff instantly.