Gorgias
AskZyro PickThe e-commerce helpdesk — every support channel in one inbox, with store data and AI that resolves tickets.
Best for
Shopify and other e-commerce brands with growing support volume that want email, chat, social, SMS and voice in one inbox, order data inside every ticket, and AI to automate repetitive questions.
Skip it if
You're not an e-commerce business (a general helpdesk fits better), you only get a handful of support emails a month (a shared inbox is enough), or you need predictable costs at very high volume without ticket and AI overages.
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Independently researched · Pricing checked 6 November 2026 · 9-minute read
The 30-second verdict
Gorgias is the best customer support platform for e-commerce brands, especially on Shopify.
Its advantage is context. Seeing a customer's orders and shipping status inside every ticket — and being able to edit or refund an order without switching tabs — makes support faster than in general-purpose helpdesks. Bringing email, chat, social, SMS and voice into one inbox, and adding an AI Agent that can resolve order-tracking and returns questions, means a small team can handle much more volume.
Read our full verdict ↓Collapse ↑
The pricing needs watching. Gorgias bills by tickets rather than per agent, which suits growing teams, but overages and AI interactions are metered, and each AI resolution also counts as a ticket. Starter at $10 a month is a cheap way in; most growing brands end up on Basic or Pro.
If you run an online store and support is taking up real time, start the 7-day trial — no payment details needed — and automate your top three questions first. If you're not in e-commerce, choose a general helpdesk instead.
4.5
Output quality
4.4
Ease of use
3.9
Value for money
Reviewed by AskZyro Editorial Team · 6 November 2026
Awaiting image
Product screenshot — Gorgias in use — coming soon.
What is Gorgias?
Gorgias is a customer experience platform built specifically for online stores. It combines a helpdesk — one inbox for email, live chat, SMS, voice, social media, contact forms and TikTok Shop — with an AI Agent that resolves common questions, handles actions like returns and order tracking, and helps convert shoppers in chat.
What makes it different from general helpdesks like Zendesk is how closely it connects to your store. When a customer gets in touch, the agent sees their orders, shipping status and history alongside the conversation, and can take action — such as editing or refunding an order — without leaving the ticket. Gorgias says it powers customer conversations for 40% of Shopify brands, and it also works with BigCommerce, Magento and WooCommerce.
Its pricing model is unusual too. Gorgias charges by the number of tickets you handle each month, not per support agent, and AI Agent is available on every plan, billed only when it fully resolves a conversation.
How Gorgias works
A typical setup is:
- Connect your store and support channels — email, chat, social, SMS and voice — so everything lands in one inbox.
- Review the customer and order details shown next to every ticket.
- Set up Rules, Flows and Quick Responses to tag, route and answer common requests automatically.
- Turn on AI Agent to resolve questions like "where is my order?", returns and product questions, and to assist shoppers before they buy.
- Let human agents handle anything the AI hands over, with full context.
- Track response times, automation rate and support-driven revenue in dashboards.
Key capabilities
Unified helpdesk — Email, live chat, SMS, voice, social, contact forms and TikTok Shop in one inbox.
Store data in every ticket — Orders, shipping and customer history visible alongside each conversation, with actions such as order edits and refunds.
AI Agent — Resolves support questions, automates actions like returns and order tracking, and works as a Shopping Assistant to help convert shoppers.
Automation — Rules, Flows, Quick Responses and Order Management automation.
Multi-store support — Run several Shopify, BigCommerce, Magento or WooCommerce stores from one account.
Integrations — 254 app integrations plus custom HTTP integrations, including Klaviyo, Yotpo, Recharge and Smile.
Analytics — Dashboards, real-time monitoring, AI and automation statistics, and insights and quality analytics.
Security and compliance — SSO with Google and Microsoft 365, granular user permissions, audit logs, and GDPR and CCPA compliance.
Voice and SMS add-ons — Phone and text support that scales with your call and message volume.
Gorgias plans explained
Gorgias prices its helpdesk plans by billable tickets per month — never per agent. All prices are in US dollars.
Starter — $10 a month (monthly billing only). 50 tickets a month, then $0.40 per extra ticket.
Basic — $50 a month billed annually, or $60 monthly. 300 tickets a month, then $0.40 per extra ticket.
Pro — $300 a month billed annually, or $360 monthly. 2,000 tickets a month, then $0.36 per extra ticket. Gorgias says this is its most popular plan, used by more than 12,400 brands.
Advanced — $750 a month billed annually, or $900 monthly. 5,000 tickets a month, then $0.36 per extra ticket.
Enterprise — custom pricing for teams handling more than 5,000 conversations a month or with complex security, compliance or integration needs.
How AI Agent is billed
AI Agent costs $0.90 per automated interaction on annual plans or $1.00 on monthly plans. Plans include a baseline allowance of automated interactions — 30 on Starter and Basic, 190 on Pro and 530 on Advanced — and interactions above your plan's allowance are billed at $1.50 each. Each automated interaction also counts as a helpdesk ticket. If a human agent replies within 72 hours of an AI resolution, it's charged only as a normal ticket.
What counts as a billable ticket
A billable ticket is a conversation that receives a response from a human agent, a Rule or AI Agent — however many messages it contains. A reply to an old thread may become a new ticket after a period of inactivity. Gorgias filters out newsletters, spam and auto-responders so you don't pay for them.
Trial and billing
The free trial lasts 7 days, includes all features and doesn't require payment details. You can choose monthly or annual billing, with annual plans paid upfront for 12 months. You can cancel from Settings > Billing.
Who Gorgias is for
Shopify brands with growing support volume — store data and actions inside every ticket.
Brands that want to automate support — AI Agent and automation for repetitive questions like order tracking and returns.
Multi-store and multi-channel teams — one inbox across stores, chat, email, social, SMS and voice.
Teams that want to tie support to sales — the Shopping Assistant and revenue analytics.
Getting the most out of Gorgias
Connect every channel before you launch so nothing slips through outside the inbox.
Start automation with your top three questions — usually order status, returns and shipping.
Watch your ticket count against your plan; overages are charged at the end of the billing cycle.
Review AI Agent's answers and your help content regularly — the better your knowledge base, the more it resolves.
What you can do with Gorgias
"Where is my order?" automation
AI resolves order-tracking questions
Returns and exchanges
automated workflows and order actions
Pre-sales chat
Shopping Assistant helps convert shoppers
Multi-channel support
email, chat, social, SMS and voice in one inbox
Multi-store support
several brands from one account
Peak season
automation to handle Black Friday and holiday volume
Key features
Unified inbox
email, chat, SMS, voice, social, contact forms, TikTok Shop
Order data in every ticket
view and act on orders
AI Agent
resolves questions and automates returns and tracking
Shopping Assistant
pre-sales conversion in chat
Rules, Flows and Quick Responses
automation
Order Management automation
Multi-store support
several stores in one account
Dashboards and real-time monitoring
AI and automation statistics
Insights and quality analytics
SSO, permissions and audit logs
Voice and SMS add-ons
Pricing
Checked 6 November 2026| Plan | Price | Best for | What you get |
|---|---|---|---|
| Free trial | $0 for 7 days | Evaluating Gorgias | All features, no payment details required |
| Starter | $10/month (monthly only) | Small stores | 50 tickets a month, $0.40 per extra ticket, 30 AI automated interactions included |
| Basic | $50/month billed annually, or $60 monthly | Growing brands | 300 tickets a month, $0.40 per extra ticket, 30 AI automated interactions included |
| Pro | $300/month billed annually, or $360 monthly | Scaling brands | 2,000 tickets a month, $0.36 per extra ticket, 190 AI automated interactions, revenue analytics |
| Advanced | $750/month billed annually, or $900 monthly | High-volume brands | 5,000 tickets a month, $0.36 per extra ticket, 530 AI automated interactions, peak-ready automation |
| Enterprise | Custom | 5,000+ conversations a month | Complex security, compliance and integration needs |
| AI Agent | $0.90 per automated interaction (annual) or $1.00 (monthly) | Every plan | Interactions above the plan allowance billed at $1.50; each also counts as a helpdesk ticket |
| Voice and SMS | Tiered add-ons | Phone and text support | Pricing scales with call and text volume |
Free trial
$0 for 7 days
Best for: Evaluating Gorgias
Includes: All features, no payment details required
Starter
$10/month (monthly only)
Best for: Small stores
Includes: 50 tickets a month, $0.40 per extra ticket, 30 AI automated interactions included
Basic
$50/month billed annually, or $60 monthly
Best for: Growing brands
Includes: 300 tickets a month, $0.40 per extra ticket, 30 AI automated interactions included
Pro
$300/month billed annually, or $360 monthly
Best for: Scaling brands
Includes: 2,000 tickets a month, $0.36 per extra ticket, 190 AI automated interactions, revenue analytics
Advanced
$750/month billed annually, or $900 monthly
Best for: High-volume brands
Includes: 5,000 tickets a month, $0.36 per extra ticket, 530 AI automated interactions, peak-ready automation
Enterprise
Custom
Best for: 5,000+ conversations a month
Includes: Complex security, compliance and integration needs
AI Agent
$0.90 per automated interaction (annual) or $1.00 (monthly)
Best for: Every plan
Includes: Interactions above the plan allowance billed at $1.50; each also counts as a helpdesk ticket
Voice and SMS
Tiered add-ons
Best for: Phone and text support
Includes: Pricing scales with call and text volume
Strengths, limitations & watch-outs
What it does brilliantly
- Built specifically for e-commerce, with deep Shopify integration
- Order data and actions inside every ticket save agents time
- Priced by tickets, never per agent
- AI Agent on every plan, billed only when it resolves a conversation
- All support channels in one inbox
- 7-day trial with all features and no payment details
- Spam, newsletters and auto-responders don't count as tickets
Where it falls short
- Ticket overages and AI interactions make costs less predictable
- AI interactions above the plan allowance cost $1.50 each
- Each AI-resolved interaction also counts as a ticket
- Pro and Advanced are expensive for small teams
- Voice and SMS cost extra
- Less suited to non-e-commerce support
What to know before paying
- Starter is monthly billing only, with 50 tickets a month
- Ticket allowances: 50, 300, 2,000 and 5,000 a month by plan
- AI automated interaction allowances: 30, 30, 190 and 530 by plan
- Annual plans are billed upfront for 12 months
- A dedicated customer success manager depends on your annual Shopify GMV
Privacy & data
Gorgias encrypts data at rest and in transit, hosts data on Google Cloud in the US, EU or Australia, supports SSO, permissions and audit logs, and removes customer data within 90 days of contract termination.
Commercial use
Built for e-commerce businesses. Monthly or annual billing; annual is paid upfront. Ticket overages and AI interactions above your allowance are billed on top of the plan price.
Alternatives to Gorgias
| If you need… | Choose | Why |
|---|---|---|
| General-purpose helpdesk | Zendesk | Broader support platform, less e-commerce-specific |
| Customer messaging and AI support | Intercom | Strong AI agent and messaging, more SaaS-focused |
| Helpdesk inside your marketing platform | Klaviyo | Helpdesk and Customer Agent alongside email and SMS |
| Lightweight live chat for stores | Tidio | Simpler, cheaper chat and AI for small shops |
If you need…
General-purpose helpdesk
Choose
Zendesk
Why
Broader support platform, less e-commerce-specific
If you need…
Customer messaging and AI support
Choose
Intercom
Why
Strong AI agent and messaging, more SaaS-focused
If you need…
Helpdesk inside your marketing platform
Choose
Why
Helpdesk and Customer Agent alongside email and SMS
If you need…
Lightweight live chat for stores
Choose
Tidio
Why
Simpler, cheaper chat and AI for small shops
| Tool | Free plan | Pricing | Our score |
|---|---|---|---|
| Gorgias (this review) | No | $10/month | 4.3 |
| Shopify | No | £19/month | 4.6 |
| Klaviyo | Limited | Free | 4.5 |
| Photoroom | Limited | Free | 4.4 |
More e-commerce tools to consider:
Shopify
E-commerce
The leading platform for building an online store — themes, checkout, payments, inventory, marketing and the Sidekick AI assistant in one place.
Klaviyo
E-commerce
Email, SMS and customer marketing built for online stores — deep Shopify integration, segmentation, automated flows and AI that builds campaigns from a prompt.
Photoroom
E-commerce
AI product photo editor for online sellers — remove backgrounds, generate studio scenes, AI fashion models and product video ads from a phone photo.
Gorgias in a workflow
Frequently asked questions
What is Gorgias?+
Gorgias is a customer support platform for e-commerce brands that combines a helpdesk for every channel with an AI Agent that resolves questions and automates actions like returns and order tracking.
How much does Gorgias cost?+
Starter is $10 a month, Basic $50 a month billed annually ($60 monthly), Pro $300 billed annually ($360 monthly) and Advanced $750 billed annually ($900 monthly). Enterprise is custom.
Does Gorgias charge per agent?+
No. Gorgias prices plans by billable tickets per month, not per agent.
What is a billable ticket in Gorgias?+
A conversation that receives a response from a human agent, a Rule or AI Agent counts as one billable ticket, however many messages it contains.
How much does Gorgias AI Agent cost?+
AI Agent costs $0.90 per automated interaction on annual plans or $1.00 on monthly plans. Interactions above your plan's allowance cost $1.50 each.
Does an AI-resolved conversation count as a ticket?+
Yes. Each automated interaction also counts as a helpdesk ticket.
What happens if I go over my ticket limit?+
Extra tickets are charged as overages — $0.40 each on Starter and Basic, $0.36 on Pro and Advanced.
Does Gorgias have a free trial?+
Yes. The trial lasts 7 days, includes all features and doesn't require payment details.
Does spam count as a Gorgias ticket?+
No. Gorgias filters out newsletters, spam and auto-responders automatically.
Which platforms does Gorgias integrate with?+
Shopify, BigCommerce, Magento and WooCommerce, plus 254 app integrations such as Klaviyo, Yotpo, Recharge and Smile.
Which channels does Gorgias support?+
Email, live chat, SMS, voice, social media, contact forms and TikTok Shop.
Does Gorgias offer voice and SMS?+
Yes, as add-ons whose price scales with your call and text volume.
Where is Gorgias data stored?+
On Google Cloud Platform data centres in the US, EU and Australia, so data can be hosted close to you.
Is Gorgias GDPR-compliant?+
Yes. Gorgias says it complies with GDPR, CCPA and other major data protection frameworks.
Gorgias vs Zendesk — which is better for online stores?+
Gorgias is built for e-commerce, with store data and order actions in every ticket and per-ticket pricing. Zendesk is broader and better for non-retail support.
Is Gorgias worth it?+
For online stores with growing support volume, usually yes. Automate common questions first and watch ticket and AI usage against your plan.
Reviewed by AskZyro Editorial Team
We assess AI tools for output quality, ease of use, pricing, practical value and limitations. Where possible, we test tools directly and verify product and pricing details with the provider.
Last reviewed: 6 November 2026
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