Gorgias pricing in 2026: no per-agent fees, but every ticket you answer goes on the bill

We have not used Gorgias on our own sites. This guide to Gorgias pricing is based on Gorgias's pricing page and help center, its Shopify App Store listing, independent pricing breakdowns and public user reviews, all checked on October 26, 2026. Sources are listed at the end.

Short version: Gorgias doesn't charge per agent. It charges per ticket, and that one choice decides whether it's a bargain or an expensive surprise for your store.

What Gorgias is

Gorgias is a customer support help desk built for online stores, with Shopify as its main focus. Emails, live chat, contact forms and social messages (Facebook, Instagram, WhatsApp) land in one shared inbox, according to the vendor's help center. Voice and SMS are available as add-ons on any plan.

The selling point for store owners is context. Agents see the customer's orders next to the conversation, so "where is my order?" can be answered without switching tabs. Shopify App Store reviewers mention this, along with ease of use and reporting, as the main reasons they stay.

The pricing page says Gorgias works with 254 apps. It also sells an AI Agent that answers and closes conversations without a human, billed separately from the help desk.

What Gorgias costs in 2026

Gorgias's pricing page lists these help desk prices. We captured it with annual billing selected and the AI Agent switched off.

Plan	Monthly billing	Billed annually	Tickets included per month	Each extra ticket
Starter	$10	Not offered	50	$0.40
Basic	$60	$50 ($600/year)	300	$0.40
Pro	$360	$300 ($3,600/year)	2,000	$0.36
Advanced	$900	$750 ($9,000/year)	5,000	$0.36
Enterprise	Custom	Custom	Over 5,000	Custom

The Shopify App Store listing shows the same monthly prices ($10, $60, $360, $900). The per-ticket overage rates come from the pricing page's own data. One third-party guide prints them as "$40 per 100 tickets," which works out to the same thing.

Why you may see $77 or $471 instead. The pricing page has an "Add AI Agent" toggle. With it on, the page shows the help desk and the AI Agent as one combined price: $77 for Basic ($50 + $27), $471 for Pro ($300 + $171) and $1,227 for Advanced ($750 + $477), on annual billing. Drag's archive of the page says the toggle was on by default in September 2026 and off in October. If two sources quote different Gorgias prices, this is usually why.

Free trial. The pricing page offers a 7-day trial with all features and says no payment information is needed.

Seats. The page says Gorgias is "never priced per agent," but also that "the number of seats for your team depends on the plan." It doesn't list the limits. Third-party guides agree Starter allows 3 agents. For Basic and above they disagree: some say unlimited, one table says 500, and Drag says Basic also includes 3. If you have more than three people answering tickets, ask Gorgias to confirm your seat count in writing before you buy Basic.

What counts as a billable ticket

This is the part to understand before you sign up. Gorgias's help center says a ticket becomes billable once at least one message goes out from the help desk, whether a human agent, an automatic Rule or the AI Agent sent it. A long back-and-forth still counts as one ticket.

Some details that affect your bill:

• Automatic replies count. A Rule that sends "Thanks, we got your message" turns that conversation into a billable ticket.
• Unanswered messages don't, according to the definition. Third-party guides say spam that Gorgias filters out and internal-note-only threads aren't billed either.
• Old threads can come back as new tickets. The pricing FAQ says a reply to an existing thread "may count as a new billable ticket, but only after a defined period of inactivity." A third-party guide puts that period at 72 hours.
• Going over isn't blocked. Extra tickets "incur an overage fee," and Gorgias says it will recommend upgrading if a bigger plan would be cheaper. Nothing on the page describes a spending cap.

What Gorgias costs at 300, 900 and 3,000 tickets a month

Using the list prices above, here is where each plan stops making sense. These are our calculations, help desk only, without the AI Agent or add-ons.

Monthly tickets	Basic (annual)	Pro (annual)	Cheapest choice
300	$50	$300	Basic
600	$170 ($50 + 300 × $0.40)	$300	Basic
925	$300	$300	Break-even
1,500	$530	$300	Pro
3,000	$1,130	$660 ($300 + 1,000 × $0.36)	Pro, until about 3,250 tickets, then Advanced

On monthly billing the Basic-to-Pro break-even moves to about 1,050 tickets.

The holiday problem. A store that averages 300 tickets on Basic pays $50 a month. If Black Friday week triples that to 900 tickets, November costs $290. Overage is uncapped, so a shipping delay or a viral product can do the same. Several pricing guides and complaint roundups name these spikes as the most common billing shock.

What the Gorgias AI Agent costs

The AI Agent answers customers on its own: order status, return policy, product questions. Gorgias bills it per "automated interaction," which the pricing FAQ defines as "a customer request that's fully resolved without a human agent."

	Annual billing	Monthly billing
Price per AI resolution	$0.90	$1.00
Past the plan's AI allowance	$1.50	$1.50
Included with Basic / Pro / Advanced	30 / 190 / 530 resolutions	Same

Three things to know:

1. Each AI resolution also uses a help desk ticket. The AI Agent's reply is a message from the help desk, so it counts toward your ticket bucket too.
2. If a human replies within 72 hours, the pricing FAQ says the interaction is billed only as a help desk ticket, not as an AI resolution.
3. Overage is the expensive part. Example from the list prices: a Pro store on annual billing with the AI Agent on, 2,000 tickets and 400 AI resolutions in a month pays $300 + $171 + 210 × $1.50 = $786, more than double the $300 help desk price.

Whether that's worth it depends on what an hour of your team's time costs. If the AI closes 400 "where's my order?" messages that would each take a person two or three minutes, that's roughly 13 to 20 hours of work. Check the AI's answers in the trial before you switch it on for every customer: some Trustpilot reviewers say it gave wrong answers.

What users praise

• Shopify fit. Order details next to each ticket is the most praised feature on the Shopify App Store (4.3 out of 5 from 707 reviews when we checked).
• Ease of use. Reviewers describe setup as quick and the inbox as easy for new team members.
• Automation. Some Trustpilot reviewers say rules and automations handle a large share of routine questions.
• Customer data in the ticket, such as lifetime value, so agents can prioritize good customers.

Third-party review roundups cite scores around 4.6 out of 5 on G2 and Capterra. We couldn't open those pages directly, so we haven't confirmed the current numbers.

What users complain about

Gorgias has a 2.0 out of 5 TrustScore on Trustpilot from 153 reviews, with 17 in the last 12 months. The ratings are split: 57% five-star and 37% one-star. Trustpilot notes that Gorgias hasn't recently asked customers for reviews, so unhappy users may be overrepresented. The recurring complaints:

• Support. About a third of the visible reviews mention slow replies, being passed to an AI bot or tickets closed without a fix.
• Bugs after the UI update. Several 2026 reviews call the new interface laggy or confusing.
• AI quality and cost. Some reviewers say the AI Agent is expensive per conversation or gives wrong answers.
• Sales and marketing emails that keep coming, plus pushy outreach during trials, per Trustpilot and a complaints roundup.
• Billing surprises from ticket spikes, which pricing guides describe as the most common reason stores look for alternatives.

Gorgias alternatives

Tool	Starting price	Pricing model	Better than Gorgias for
Re:amaze	Starter $59/month flat (500 answered conversations, unlimited team members); Basic $26 per user/month annual	Flat or per user	Small stores that want a predictable bill and a 14-day trial
Zendesk Suite Team	About $55 per agent/month annual, $69 monthly (third-party sources)	Per agent	Businesses outside ecommerce, or teams with few agents and many tickets

Gorgias vs Zendesk. The two charge in opposite ways. Zendesk charges per agent, Gorgias per ticket. Two agents on Zendesk Suite Team cost about $110 a month on annual billing no matter how many tickets they handle. On Gorgias, $110 buys Basic plus 150 extra tickets. So a small team with heavy volume (2,000+ tickets) often pays less on Zendesk, while a store where five or six people dip into the inbox part-time usually pays less on Gorgias. Zendesk is also more general-purpose. Gorgias is more focused on Shopify order data.

Gorgias vs Re:amaze. Re:amaze's Starter plan costs $59 a month for up to 500 answered conversations with unlimited team members, per its pricing page. That's close to Gorgias Basic with 450 tickets ($110 annual). Re:amaze's per-user plans include a small AI allowance (5 to 20 resolutions per user) at $0.85 per extra resolution.

If your support mostly happens in Instagram DMs rather than email, a DM automation tool may fit better. See our Manychat review.

Who Gorgias fits

• Shopify stores with steady ticket volume, roughly 300 to 3,000 conversations a month.
• Teams where many people answer a few tickets each. Since the price doesn't depend on agents (within the plan's seat limit), adding a warehouse manager or a part-time helper costs nothing extra.
• Stores with lots of repetitive order questions that are willing to test the AI Agent and track what each resolution saves.

Who should skip it

• Businesses that don't sell online. Most of Gorgias's value is in ecommerce data. A general help desk will fit better.
• Very small stores. If you answer 20 emails a week, a shared Gmail inbox or your store platform's free inbox may be enough. Starter costs $10 for 50 tickets.
• Owners who need a fixed monthly cost. Ticket overage and AI overage both have no cap, so holiday months can cost several times a normal month.
• Small teams with very high volume. Two people answering 3,000 tickets a month will likely pay less with a per-agent tool.

Is Gorgias worth it?

For a Shopify store answering a few hundred to a few thousand tickets a month, often yes. It's built for exactly that job, and reviewers on the Shopify App Store rate it well. The value depends on your volume, though. Before you buy:

1. Count last November's support emails, not an average month. Price that number on the table above.
2. Pick monthly billing at first. Annual saves about 17%, but you'll know your real ticket volume after one or two months.
3. Turn off automatic acknowledgment replies you don't need, since each one makes a ticket billable.
4. Test the AI Agent on a slice of traffic during the 7-day trial and read its answers before you pay $0.90 to $1.50 per resolution.
5. Get your seat limit in writing if more than three people will answer tickets.

FAQ

How much does Gorgias cost per month?

Starter is $10 a month for 50 tickets. Basic is $60 a month ($50 on annual billing) for 300 tickets, Pro is $360 ($300 annual) for 2,000 tickets and Advanced is $900 ($750 annual) for 5,000 tickets. Extra tickets cost $0.36 to $0.40 each, and the AI Agent is billed separately.

Does Gorgias have a free plan or free trial?

There's no free plan. The pricing page offers a 7-day free trial with all features, and no payment information is needed to start.

Does Gorgias charge per user?

No. Gorgias prices by tickets, not agents. The number of seats depends on the plan, and third-party guides say Starter allows 3. Gorgias's pricing page doesn't list the exact limits.

What happens if I go over my Gorgias ticket limit?

Each extra ticket is charged at your plan's overage rate ($0.40 on Starter and Basic, $0.36 on Pro and Advanced). Gorgias says it will recommend an upgrade if a bigger plan would be cheaper. The pricing page doesn't mention a spending cap.

How do I cancel Gorgias?

According to the pricing FAQ, go to Settings > Billing in your Gorgias dashboard and click Cancel Subscription. If you cancel during the trial, billing stops when the trial ends.