Gorgias
6.7/10Gorgias is an ecommerce helpdesk with an AI Agent that resolves customer support and pre-sale questions, built mainly for Shopify brands.
Data last updated November 2026 · Our methodology
Overview
Gorgias is a customer support helpdesk for online stores. It puts email, live chat, SMS, voice and social messages in one inbox. Its AI Agent can answer customers on its own and take actions in Shopify. The agent has two roles. A Shopping Assistant handles questions before purchase. A Support Agent handles tracking, returns, refunds, cancellations and order edits, using live order and customer data. It learns mainly from the help center, past tickets and store data. It also connects to apps such as Recharge and Loop Returns for subscription and return workflows. Pricing is based on ticket volume, not seats. Starter costs $10 per month for 50 tickets and is billed monthly only. Basic costs $60 per month for 300 tickets, Pro $360 for 2,000 and Advanced $900 for 5,000. Annual billing lowers those to $50, $300 and $750 per month. Enterprise pricing is a custom quote. Extra tickets cost $0.36 to $0.40 each. AI Agent interactions cost $0.90 to $1.00 each, or $1.50 above a plan's allowance, and each one also counts as a ticket. Voice and SMS are add-ons priced by volume. The product suits small and mid-sized direct-to-consumer brands on Shopify. It works less well for companies on other platforms or outside ecommerce. The main limitation is cost predictability. Reviewers often report surprise overage and AI charges during busy seasons. Third-party reviews also say the AI Agent's answers can be inaccurate without careful setup.
Our Rating
AI Software6.6/10
CRM6.8/10
Who Gorgias is best for
Good fit
Pro and Advanced plans with thousands of tickets and AI analytics fit growing DTC brands.
Low-cost Starter and Basic plans with a pre-built Shopify connection suit small online stores.
Ecommerce startups can begin at $10 per month, but costs rise quickly with volume.
Less suited
A custom Enterprise tier exists, but the product is centered on ecommerce and offers only limited SSO options.
Pros & Cons
Pros
- Shopify connection lets agents and the AI look up, refund, cancel and edit orders inside the ticket.
- Pricing is by ticket, not by seat, so adding support agents does not raise the base plan price.
- Email, chat, SMS, voice, Facebook, Instagram and WhatsApp share one inbox.
- SOC 2 Type II certification and HIPAA compliance are listed on the security page.
- Reviewers rate it highly overall (about 4.6 on G2 and Capterra), and ease of use is a common reason.
Cons
- An AI resolution is billed as an AI interaction and also counts as a ticket, so costs can double up.
- Overages have no hard cap, and reviewers report large bills in peak seasons.
- Features are much thinner on BigCommerce, Magento and WooCommerce than on Shopify.
- Third-party reviews report AI accuracy problems and say the AI covers chat and email but not phone calls.
- Trustpilot reviews are weaker, with complaints about billing, cancellation and sales pressure.
Key Features
Gorgias Pricing
Starter
- 50 tickets per month
- Monthly billing only
- $0.40 per extra ticket
- 30 AI interactions included
Basic
or $600/year (save 17%)
- 300 tickets per month
- $0.40 per extra ticket
- 30 AI interactions included
Pro
or $3,600/year (save 17%)
- $0.36 per extra ticket
- 2,000 tickets per month
- 190 AI interactions included
Advanced
or $9,000/year (save 17%)
- $0.36 per extra ticket
- 5,000 tickets per month
- 530 AI interactions included
Frequently Asked Questions
Yes. Gorgias offers a 7-day trial with all features and no payment details needed.
Each AI interaction costs $1.00 on monthly billing or $0.90 on annual billing. Interactions above a plan's allowance cost $1.50 each. Every AI interaction also counts as a helpdesk ticket.
Yes. On Basic, Pro and Advanced, annual billing cuts the monthly price by about 16%. Reviewers note that mid-term cancellations are not refunded. Starter is billed monthly only.
Yes, it connects to BigCommerce, Magento and WooCommerce, but with fewer order actions. BigCommerce requires the Basic plan or higher, and Magento requires Pro or higher.
Its security page lists SOC 2 Type II certification and HIPAA compliance. Single sign-on works with Google and Microsoft 365. The service is hosted on Google Cloud Platform.
Extra tickets are billed automatically at $0.40 each on Starter and Basic, and $0.36 each on Pro and Advanced.
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