The full review
What is Gorgias?
Gorgias is a customer service platform built specifically for ecommerce, pairing a shared helpdesk inbox with an AI Agent that resolves routine contacts on its own. The vendor positions it as the number one helpdesk plus AI Agent built to drive sales, and the pitch is that support conversations should generate revenue, not just close tickets.
It plugs into Shopify, BigCommerce, Magento and WooCommerce, backed by a directory Gorgias lists at over 100 apps including Recharge, Klaviyo, Yotpo, Loop Returns and Attentive. The vendor reports powering conversations for 40% of Shopify brands across more than 17,000 stores.
Inside the Gorgias Helpdesk
The Gorgias Helpdesk pulls email, live chat, SMS and voice into one centralized inbox, so a shopper who emails Monday and texts Wednesday lands in a single thread instead of three disconnected queues.
The workspace is built from named tools any CX lead will recognize: Routing, Prioritization, Rules, Macros, a Customer Sidebar and a Customer Timeline. Routing assigns tickets based on channel, AI-detected topic, customer sentiment or agent capacity; Macros are canned responses that automatically fill in customer data, label tickets and even perform order updates in other tools; Rules automate repetitive processes like replying to negative reviews, tagging based on subscription status, or following up with non-responsive customers. Gorgias reports 43% faster first response time and 30% lower labor cost for teams running this setup.
What the AI Agent actually does
The AI Agent layer is where Gorgias separates itself, and notably it ships on every plan rather than sitting behind the top tier. Support Agent handles the unglamorous majority of ecommerce tickets end to end: order tracking and WISMO questions, cancellations, returns and exchanges, subscription edits, address changes and order modifications. Because those actions run against connected systems like Shopify and Recharge, the agent can actually amend the order rather than merely explaining the steps.
Gorgias reports that 60% of inquiries are resolved instantly, and its Orthofeet case study cites a 56% automation rate reached in under two months. The current release line is AI Agent 3.0.
Shopping Assistant explains why Gorgias keeps circling back to revenue. Trained on your Shopify catalog and customer data, it greets visitors proactively, adapts messaging to browsing behavior, and surfaces context-aware recommendations, bundles and incentives during the session rather than after checkout.
For brands with deep catalogs or a genuine product education problem — supplements, apparel fit, technical gear — this is the more interesting half of the platform. Gorgias reports a 62% conversion rate uplift in chat and roughly 8x ROI, though those come from selected accounts rather than a typical customer.
How the Gorgias plans are structured
The pricing model is unusual enough to matter. Gorgias never charges per agent seat; instead Starter, Basic, Pro and Advanced are sized by monthly ticket volume, stepping from 50 tickets on Starter to 5,000 on Advanced, with a per-ticket rate once you pass the allowance. Enterprise covers teams above 5,000 conversations a month and adds SAML SSO, SCIM provisioning, audit logs, a custom DPA or MSA, unlimited Help Centers and a dedicated CSM.
AI Agent is included on every plan and billed only when it resolves a conversation, which the pricing page sums up as one platform, one inbox, one bill. Voice and SMS are separate add-ons that scale with call and text volume. Pro carries the most popular badge.
Who should choose Gorgias
Gorgias is an obvious shortlist candidate for a direct-to-consumer brand on Shopify with a lean CX team and a high share of repetitive order-status tickets. Seat-free pricing genuinely helps teams that flex headcount around seasonal peaks, and the AI Agent plus Shopping Assistant pairing suits brands that want support to contribute to conversion instead of only deflecting cost.
It is a weaker fit for B2B software companies, agencies, or any team whose ticket volume is not tied to orders, where the ticket-based pricing and Shopify-flavored feature set both work against you. Very small stores should also check the Starter allowance carefully, since overage charges begin as soon as you exceed it.
Strengths
- Ticket-based pricing with up to 500 users on Basic+ — add agents freely with zero per-seat cost
- Deep Shopify/BigCommerce/Magento actions: refund, edit, or duplicate orders without leaving the ticket
- AI Agent included on every plan and only billed when it fully resolves a conversation ($0.90–$1.00)
- Cheap $10/mo entry point plus 100+ ecommerce app integrations (Klaviyo, Recharge, Loop, Yotpo)
Watch out for
- AI resolutions are effectively double-billed — each counts as both a helpdesk ticket and a ~$1 resolution
- Ticket overages ($0.36–$0.40 each) make bills spike during peak seasons like BFCM
- Weak fit outside ecommerce — B2B/SaaS teams get more from Zendesk or Freshdesk
- Steep jump from Basic ($60) to Pro ($360), and Starter is capped at 3 users and 50 tickets
Key features
| Feature | What it does |
|---|
| Unified ecommerce inbox | Email, live chat, Instagram, Facebook, TikTok Shop, WhatsApp, voice, and SMS in one queue with full order context beside every ticket |
| AI Agent | Autonomous agent that resolves routine tickets (order status, returns, cancellations) end-to-end; pay $0.90–$1.00 only per fully automated resolution |
| Deep Shopify actions | Refund, cancel, duplicate, or edit orders and subscriptions directly inside the helpdesk — no tab-switching to the store admin |
| Automation & intent detection | Rules, macros with order variables, and ML intent/sentiment detection that auto-tags, prioritizes, and auto-responds to common requests |
| Revenue analytics | Tracks tickets converted to sales, support-generated revenue, and agent performance so support reads as a profit center |
| 100+ integrations | Klaviyo, Recharge, Yotpo, Loop Returns, Attentive, Aircall, and the major ecommerce platforms connect natively |
How Gorgias compares
| Alternative | How it differs |
|---|
| Zendesk | Broader, industry-agnostic suite priced per agent (Suite from ~$55/agent/mo); better for B2B and large mixed-channel teams, weaker native Shopify actions |
| Re:amaze | Cheaper per-seat ecommerce helpdesk (from ~$29/user/mo) owned by GoDaddy; good value for small teams but lighter AI and automation |
| Richpanel | Ecommerce-focused rival with self-service portal and AI included; positions itself on flatter, more predictable pricing than Gorgias' ticket model |
Frequently asked questions
How much does Gorgias cost?
Gorgias starts at $10/month (Starter, 50 tickets), then Basic at $60/month for 300 tickets, Pro at $360 for 2,000, and Advanced at $900 for 5,000. Annual billing saves about 16% — Basic drops to $50, Pro to $300, Advanced to $750. AI Agent resolutions cost $0.90–$1.00 each on top, and ticket overages run $0.36–$0.40.
How does Gorgias AI Agent pricing work?
AI Agent is included on every plan but billed per outcome: $1.00 per fully automated resolution on monthly billing, $0.90 on annual. Conversations handed to a human aren't charged. Note the catch — an AI-resolved conversation also consumes one ticket from your plan allowance, so the true cost is roughly $1.30–$1.40 per automated conversation.
Gorgias vs Zendesk: which is better for Shopify?
For Shopify stores, Gorgias usually wins: it edits and refunds orders inside tickets and charges by volume (300 tickets for $60/month) instead of per agent, while Zendesk Suite runs about $55 per agent monthly. Zendesk is stronger for B2B, IT, and large multi-department teams needing advanced workflows, sandboxes, and a bigger app marketplace.
Does Gorgias have a free plan or free trial?
There's no permanent free plan, but Gorgias offers a 7-day free trial on paid tiers. The cheapest ongoing option is Starter at $10/month, which covers 50 billable tickets and up to 3 users — enough for a new store handling a couple of support requests per day before upgrading to Basic at $60.
What counts as a billable ticket in Gorgias?
Only conversations that receive a reply — from an agent, a rule, or the AI — count against your monthly allowance (50 on Starter up to 5,000 on Advanced). Spam and unanswered messages are free. Exceed your limit and overages bill at $0.36–$0.40 per ticket, so high-volume months like Black Friday can add hundreds of dollars.
Gorgias ratings on other platforms
Independent user ratings from third-party review sites, linked here for transparency.
These are not our editorial score, are captured on the date shown, and may have changed since.