Gorgias review (2026): the ecommerce helpdesk, priced honestly
Gorgias is a customer-support helpdesk built from the ground up for ecommerce. It integrates with Shopify, BigCommerce, WooCommerce, and Amazon to centralize conversations and turn support into revenue, with a 4.6/5 on G2 from 500+ reviews. The catch is ticket-based pricing that can spike during peak season. Jump to pricing, who should buy, or the bottom line.
- Verdict: 4.3 out of 5, and a 4.6/5 on G2 from 500+ reviews. The strongest ecommerce-native helpdesk, with a pricing model you have to actively manage.
- Price: Ticket-metered, never per agent, scaling 50 to 5,000 tickets a month. Our last confirmed tiers were Starter $10/mo (50 tickets), Basic $60/mo (300), Pro $360/mo (2,000) and Advanced $900/mo (5,000), with overages at $0.36-$0.40 per ticket. Gorgias no longer publishes prices publicly (checked 23 August 2026), so treat those as a dated reference and get a current quote. AI is billed per resolved conversation on every plan.
- Best for: Shopify stores doing $1M+ in annual revenue with 50+ daily tickets that need deep order management and revenue tracking.
- Skip if: you are a small, early, or budget-constrained store, or off Shopify where you lose roughly 40% of the value; start with Tidio instead.
Why ecommerce-native matters
Gorgias is not a general-purpose helpdesk like Zendesk or Freshdesk; every feature revolves around store workflows. Agents see order data, process refunds, edit orders, and track shipments without leaving a ticket, and the AI (on higher tiers) drafts brand-voice responses, summarizes long threads, and suggests macros, best on routine questions like shipping ETAs and return policies. The standout is revenue tracking: Gorgias attributes the revenue your support team drives through pre-sale chats, upsells, and recovered carts, and most stores report support influences 5-15% of total revenue when used well. That number is how you justify support headcount to stakeholders.
Pricing, and the ticket-overage trap
Gorgias stopped publishing its prices, so treat the table below as a dated reference
Checked on 23 August 2026: gorgias.com/pricing no longer carries a single dollar figure. The page states the shape of the model and sends you to a "compare plans" flow instead. The tiers below were accurate when this review was written and could not be re-confirmed against a public Gorgias source today, so use them to understand the STRUCTURE of the billing, not as quoted rates. Anyone budgeting should get current numbers from Gorgias directly.
| Plan | Monthly | Tickets | What you get |
|---|---|---|---|
| Starter | $10/mo | 50 | 3 seats, basic Shopify integration, live chat widget |
| Basic | $60/mo | 300 | Automation, customer-satisfaction surveys |
| Pro | $360/mo | 2,000 | Revenue statistics, more integrations, dedicated CSM |
| Advanced | $900/mo | 5,000 | AI features, custom reporting, priority support |
Watch the overage fees at peak
- Exceed your included tickets and Gorgias charges $0.36-$0.40 per extra ticket. During Black Friday and Q4, ticket volume spikes with order count, and those overages add up fast.
- Monitor usage and upgrade proactively if you consistently hit your limit; the jump from Basic to Pro is steep, but predictable beats surprise overage bills.
What Gorgias still states publicly, and why the model shape matters more than the tier price
Gorgias bills on tickets, not on agents. Its pricing page says the helpdesk "scales from 50 to 5,000 tickets a month, never priced per agent," and that range matches the tier structure above exactly. This is the single most important thing to understand before comparing Gorgias to a per-seat helpdesk: adding staff costs nothing, and growing order volume costs everything. A five-person support team on 400 tickets pays less than a one-person team on 2,500.
The AI is now priced per resolution, not per tier. Gorgias states that the AI Agent is available "on every plan, pay only when it resolves a conversation." That is a consumption model bolted onto a subscription model, and it changes the arithmetic in both directions. The good news is that AI capability is no longer gated behind the highest tier, so a small store can use it. The catch is that a successful AI deployment produces a variable bill that rises exactly as it succeeds, which is the opposite of how the ticket tiers behave.
Voice and SMS are separately priced add-ons whose cost scales with call and text volume. They are not included in the helpdesk tiers at any level, so a store planning to consolidate phone support into Gorgias should price that as a separate line rather than assuming the top tier covers it.
The question to ask before you compare quotes
Because seats are free and tickets are metered, the honest comparison against a per-seat helpdesk is not tier-versus-tier, it is your monthly ticket count against your headcount. A high-ticket, low-headcount store is the worst case for Gorgias pricing and the best case for a per-seat competitor. A low-ticket store with many occasional users is the reverse. Work out which one you are before requesting a quote, because that number, not the plan name, decides whether Gorgias is cheap or expensive for you.
Who should and should not use Gorgias
Strengths
- Deep Shopify order integration in every ticket
- Unified inbox (email, chat, social, SMS)
- Revenue tracking on support interactions
- Strong automation and AI on higher tiers
Weaknesses
- Ticket pricing gets expensive at peak
- Steep Basic-to-Pro jump
- Loses ~40% of value off Shopify
- Too much tool for small or early stores
Bottom line: should you use Gorgias in 2026?
If you run a Shopify store doing $1M+ in revenue with 50+ daily tickets, yes, Gorgias is the best ecommerce helpdesk available, and the automation, integration, and revenue tracking pay for themselves many times over at that scale. Below that threshold, start with Tidio and graduate to Gorgias when ticket volume justifies the cost. Just budget for overages at peak season, that is the one place the ticket-based model bites. The 4.3 reflects a category-leading tool with a pricing model you have to actively manage.
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