Gorgias Review (2026): Pricing, AI Agent and Limits

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Gorgias is a strong fit for Shopify stores that answer a steady stream of order questions ("where is my order?", refunds, cancellations) and want the whole team in one inbox without paying per seat. It is a weaker fit for very small stores that mostly need live chat, and its bill grows with every ticket and every AI resolution, so do the math before you commit.

Quick comparison

	Gorgias
Free plan	No. 7-day free trial
Starting price	Starter $10/month for 50 tickets
What scales the price	Billable tickets per month, plus AI Agent resolutions and any Voice or SMS add-ons
Agents	3 on Starter; how many on Basic depends on the source (see pricing below)
Standout feature	Shopify order data next to each ticket, and an AI Agent that can cancel orders, process returns and modify subscriptions
AI pricing	$0.90 per resolved interaction on most plans, Starter from $1
Shopify App Store rating	4.3 from 706 reviews, as listed on the Shopify App Store in November 2026 (see note)

Note on the App Store listing. When we rechecked Gorgias's Shopify App Store page on November 4, 2026, it said "This app is not currently available on the Shopify App Store" and showed no plans or rating. The 4.3 rating above was on the listing a day earlier. If you plan to install from the App Store, check the listing or ask Gorgias how to connect your store today.

What Gorgias does

Gorgias is a customer support helpdesk built around Shopify stores. It pulls support conversations into one place and shows the customer's Shopify order data alongside each ticket, so an agent can answer an order question without switching tabs.

On top of the helpdesk sits the AI Agent. Gorgias's own AI Agent pricing article (updated May 2026) says it works on email, chat and SMS, and can connect to your other tools to cancel an order, process a return or modify a subscription without a human stepping in. Gorgias's pricing page headline now reads "Helpdesk + AI Agent. One platform. One inbox. One bill."

Voice and SMS are add-ons. Gorgias's plan guide says Voice starts at $70/month plus usage fees, and SMS pricing varies by country and volume.

Pricing: every plan

The tier prices below come from Gorgias's Shopify App Store listing as we recorded it on November 1, 2026. Gorgias's own pricing page did not display tier prices when we read it in November 2026, but its billing help article confirms the Basic example: 300 tickets for $60/month with $0.40 per extra ticket.

Plan	Price	Tickets/month	Extra tickets
Starter	$10/month	50	$0.40 each
Basic	$60/month ($600/year)	300	$40 per 100
Pro	$360/month ($3,600/year)	2,000	$36 per 100
Advanced	$900/month ($9,000/year)	5,000	$36 per 100
Enterprise	Custom	Custom	Custom

Where Gorgias's own pages disagree. Gorgias's plan guide on its blog (last updated May 14, 2026) lists Basic with 3 agent seats and Pro with unlimited seats, and gives Pro overage as $0.25 per extra ticket. The App Store listing we recorded showed unlimited agents from Basic up and $36 per 100 on Pro. Confirm seats and overage for your tier during the trial.

For the full breakdown of fees, see our Gorgias pricing explained post.

How billing actually works

Gorgias's help center spells out what counts:

A ticket is billable once your helpdesk sends at least one message in it, whether a person, the AI Agent or a Rule sent it. Several messages in one ticket still count once.
Not billable: inbound messages you never answer, plus reassignments, tags and internal notes.
Tickets split after inactivity. If a customer replies after 10 days on email, or after 3 days on chat, Voice, SMS and most social DMs, that reply starts a new ticket.
AI-resolved tickets can cost twice. On current pricing, a ticket the AI Agent resolves on its own incurs both a ticket fee and an automation fee. If the AI hands off to a human, only the ticket fee applies. A conversation counts as automated if no human is needed within 72 hours.
Overages are soft-capped. The plan guide says you keep receiving messages and are billed at the end of the cycle.

Accounts created before May 28, 2025 that haven't moved to AI Agent are on legacy billing, where a ticket counts toward either a ticket fee or an automation fee, not both.

What it costs at two store sizes

Published prices only, billed monthly.

Small store: 250 tickets a month, no AI.

Starter: $10 + 200 extra tickets × $0.40 = $90/month.
Basic: $60/month, with 50 tickets to spare.
Basic is cheaper once you pass about 175 tickets a month.

Growing store: 1,500 tickets a month, 300 AI resolutions.

Basic: $60 + 1,200 × $0.40 = $540/month. Too expensive at this volume.
Pro: $360/month covers 2,000 tickets.
AI Agent: 300 × $0.90 = $270/month.
Total on Pro: about $630/month. Remember that AI-resolved tickets also count toward your ticket allowance.

The Basic-to-Pro break-even is about 1,050 tickets a month ($60 + 750 × $0.40 = $360).

Strengths

Price ignores headcount on most tiers. Seasonal or part-time helpers don't add seat fees on the tiers where agents are unlimited.
Low entry price. $10/month gets a tiny store started.
AI that takes real actions. Cancelling orders, processing returns and changing subscriptions are the requests that eat Shopify support time.
Clear rules on what's billable. The help center explains exactly when a ticket counts, which makes it easier to forecast.

Limits to watch

Two meters, sometimes on the same ticket. Ticket fees and AI fees both apply when the AI resolves a ticket.
Starter is narrow. The plan guide describes Starter as "email support only," with no automation or advanced reporting, and caps it at 3 agents.
Short trial. 7 days, limited to 10 email ticket messages, and you can't publish a Help Center during it.
Phone costs extra. Voice starts at $70/month plus usage.
Inconsistent published details. Seat counts and overage rates differ between Gorgias's plan guide and its App Store listing, and the App Store listing was unavailable when we last checked.

Who should use Gorgias

Shopify stores handling a few hundred to a few thousand tickets a month, mostly about orders.
Teams that grow and shrink with the season.
Brands that want an AI agent to resolve order actions end to end, and can estimate how many resolutions they'll need.

Who should skip it

Very small, chat-first stores. If most of your conversations are pre-sale questions on your storefront, Tidio has a free plan with 50 human conversations a month and paid plans from $24.17/month on annual billing, plus Lyro AI conversations that don't use up your human quota. See our Gorgias vs Tidio comparison.
Small teams with very high volume. Two agents answering 2,000 tickets a month pay $138/month on Zendesk Suite Team ($69 per agent, billed monthly) versus $360 on Gorgias Pro.
Teams that want per-agent pricing with AI included. Freshdesk Growth is $19 per agent per month billed annually, and every paid plan includes the first 500 Freddy AI Agent sessions.

Verdict

Gorgias earns its place as the default helpdesk for Shopify stores with real ticket volume: pricing that doesn't punish team growth, order data in every ticket, and an AI Agent that can act on orders. The trade-offs are a bill that rises with every ticket and AI resolution, a short trial, and published plan details that don't fully agree with each other. Start the trial with last month's ticket count in hand.

Which one should you choose?

Steady order tickets, growing team: Gorgias Basic or Pro.
Mostly live chat, tight budget: Tidio.
Phone-heavy or large support team: Zendesk. See Gorgias vs Zendesk.
Still unsure: our Gorgias alternatives and best helpdesk for Shopify posts compare more options.

Common questions

Is Gorgias worth it for a small Shopify store? If you answer fewer than 50 tickets a month, Starter at $10 is cheap, but Gorgias's plan guide lists no automation on it and only 3 agents. If most of your conversations are live chat, a chat-first tool like Tidio usually fits better.

Does Gorgias have a free plan? No. It has a 7-day free trial with no credit card, limited to 10 email ticket messages.

How much does the Gorgias AI Agent cost? Gorgias's AI Agent pricing article says $0.90 per resolved interaction on most plans, with Starter from $1. You pay only for conversations the AI fully resolves, but those tickets also count as billable tickets.

Does Gorgias charge per agent? Not on the App Store pricing we recorded, which showed unlimited agents from Basic up. Gorgias's own plan guide lists Basic with 3 seats, so confirm seat limits for your plan.

How we put this together

We did not test Gorgias hands-on. Facts come from Gorgias's own pages, read in November 2026: its pricing page, its help center articles on billing ("How you're billed for using Gorgias" and the billing and usage index), its blog posts on choosing a plan (updated May 14, 2026) and AI Agent pricing (updated May 28, 2026), and its Shopify App Store listing (plans and rating recorded November 1 to 3, 2026; the listing showed the app as unavailable on November 4). Alternative prices come from Tidio's, Zendesk's and Freshdesk's pricing pages. Prices change, so confirm them for your ticket volume before you sign up.

Gorgias Review: Pricing, AI Agent and Who It's Really For