Gorgias does not price its main helpdesk plans like a typical per-agent tool. Its current model is organized around billable tickets, with higher tiers increasing the conversation allowance and available operating capacity. Start with support demand, not the number of people who need a login.
THE 30-SECOND ANSWER
- Starter: a very small queue testing the operating model.
- Basic: a small store with measured, moderate ticket volume.
- Pro or Advanced: teams whose conversation volume and workflows justify the jump.
- AI Agent: budget separately using expected fully resolved conversations.
Published plan starting points
| Plan | Published monthly price | Included billable tickets |
|---|---|---|
| Starter | $10 | 50 |
| Basic | $60 | 300 |
| Pro | $360 | 2,000 |
| Advanced | $900 | 5,000 |
| Enterprise | Custom | Custom |
Checked against Gorgias’s May 2026 plan guide. Confirm the live quote, overage rules, annual billing terms, feature access, and add-ons for your account.
Forecast tickets from the store, not from memory
Export several representative months of support activity. Separate spam, internal messages, customer-initiated conversations, and seasonal peaks. Then model the number of conversations the team expects to view or answer. A quiet average can hide a holiday month that pushes the account into a different operating tier.
Do not assume automation automatically lowers the bill. Gorgias states that automated responses that fully resolve an issue do not count as a billable helpdesk ticket, while its AI Agent is priced separately when it resolves a conversation. The right model needs both lines.
What the Shopify connection changes
Gorgias documents Shopify customer profiles, order history, shipping information, and order actions inside the support workspace. It also states that connecting a Shopify store is required for AI Agent. These capabilities may reduce tab switching, but they also create a permission and workflow surface that needs controlled testing.
Verify who can refund, cancel, edit, or view sensitive order data. Test macros and rules against a small set of tickets, document escalation to a human, and confirm what happens when the Shopify integration is delayed or unavailable.
Build the real annual budget
- Base plan
Use a live quote for normal ticket volume and a second scenario for peak months.
- AI-resolved conversations
Estimate only the conversations that the vendor’s billing definition treats as fully resolved.
- Channels and add-ons
Confirm voice, SMS, onboarding, and any additional services separately.
- Implementation labor
Include integration permissions, views, macros, rules, data review, training, QA, and rollback.
- Operational risk
Assign an owner for incorrect automation, refund authority, and customer escalation.
A helpdesk is not cheaper because it supports unlimited seats. It is cheaper only when its complete conversation and operating cost is lower for the service level your store needs.
A safer evaluation plan
- Measure three normal months and one peak month of support volume.
- Connect a Shopify test environment or tightly controlled production scope.
- Verify customer data, permissions, macros, and order actions.
- Run a small automation set with documented human escalation.
- Compare response quality, handling time, errors, and full-year cost.
- Keep the previous operating route available until acceptance criteria pass.
BUYER QUESTIONS
Common questions before you decide
Does Gorgias charge per agent?
The current public plan guide describes ticket-based pricing rather than a simple per-agent model. Seat and feature limits vary by plan, so confirm the current plan table and quote.
Is AI Agent included in the plan price?
Treat it as a separate cost. Gorgias publishes separate pricing for conversations fully resolved by AI Agent, with the applicable rate depending on billing and plan terms.
Is Gorgias only for Shopify?
Gorgias supports multiple ecommerce platforms, but its documentation describes expanded Shopify capabilities. Some automation features, including AI Agent, have platform-specific requirements.
What should a small store measure first?
Start with monthly billable-ticket volume, peak demand, current handling time, required channels, refund permissions, and the number of issues a controlled automation can resolve safely.
VERIFY THE LIVE QUOTE
Price normal and peak conversation volume.
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Last researched September 8, 2026. Prices, ticket definitions, feature access, integrations, and partner terms can change. Verify the live vendor documentation before purchasing.