Customer Service
Gorgias
Ecommerce helpdesk with order actions and usage-based ticket billing.
What it is
Gorgias is an ecommerce-focused helpdesk that brings connected store and order data into support tickets. Shopify accounts can expose order history and selected refund, cancellation, edit and duplication actions; billing is based on replied-to tickets, with separate automation and add-on events in applicable subscriptions.
Gorgias pricing
Gorgias does not publish a plan ladder we could verify. Usage-based pricing.
Prices read from the vendor's own pricing page on 2026-09-09. Vendors change plans without notice — check the source before you budget.
Cheaper alternatives to Gorgias — same category, ordered by verified starting price.
Key features
Unified ecommerce inbox
Handles supported customer channels with connected shopper and order context.
Shopify order actions
Supports selected refund, cancel, edit, create and duplicate operations from tickets.
Macros and rules
Reuses response templates, store variables and supported workflow actions.
Usage monitoring
Tracks billable tickets, automated interactions and add-on consumption.
Strengths and trade-offs
What works well
- Shopify context: Customer profiles and order history appear alongside supported tickets.
- Order actions: Authorized agents can perform selected Shopify changes without leaving Gorgias.
- Usage rather than seats: Core helpdesk pricing scales by billable ticket allowance, not agent count.
- Rules and macros: Store variables and supported actions can automate repeat workflows.
Where it falls short
- Overage exposure: Replies beyond the included ticket allowance produce additional charges.
- Multiple billable events: One conversation can incur helpdesk, automation, voice and SMS charges.
- Shopify action limits: Some refunds, old orders, currencies and multi-store profiles restrict actions.
- Store dependency: The documented AI Agent workflow requires a connected Shopify store.
Who it is for
Ecommerce support teams, particularly Shopify merchants, that want store actions inside the helpdesk and can forecast usage-based billing.
Pick it or skip it
Pick Gorgias if
- Ecommerce support teams that grow between 50 and 5,000 tickets a month
- Shops with many agents: the helpdesk is priced by ticket volume, never per agent
- Teams that want AI deflection billed only on resolved conversations
Skip it if
- You need to budget from a published price — the plan table is not rendered on the pricing page
- Your ticket volume is spiky; volume-based pricing punishes seasonal peaks
- You handle far more than 5,000 tickets a month — that is the top published band
Our verdict
Choose Gorgias when its store-side actions reduce real ecommerce support work; model every applicable ticket, automation, voice and SMS event against seasonal volume.
Frequently asked questions
- Does Gorgias have a free plan?
- No free plan is listed on the vendor's pricing page. Gorgias is sold on usage-based pricing.
- Who is Gorgias best for?
- Ecommerce support teams, particularly Shopify merchants, that want store actions inside the helpdesk and can forecast usage-based billing.
- What are the main drawbacks of Gorgias?
- The trade-offs we noted: Overage exposure: Replies beyond the included ticket allowance produce additional charges.; Multiple billable events: One conversation can incur helpdesk, automation, voice and SMS charges.; Shopify action limits: Some refunds, old orders, currencies and multi-store profiles restrict actions..
- When should you not use Gorgias?
- Skip Gorgias if: You need to budget from a published price — the plan table is not rendered on the pricing page; Your ticket volume is spiky; volume-based pricing punishes seasonal peaks; You handle far more than 5,000 tickets a month — that is the top published band.
What we checked
- Public APIOffers a documented API you can build against.Yes
- Mobile appHas a native app for iOS or Android, not just a mobile website.Yes
- Open source / self-hostableSource is open and the tool can be run on your own infrastructure.No
- SSO (SAML)Supports SAML single sign-on on at least one plan.Yes
“Not checked” means exactly that — we have not verified it, and we do not guess.
Evidence and freshness
Status: Official sources reviewedReviewed: 2026-09-09
- Gorgias — Pricing ↗
Checked 2026-09-09 · Supports: Helpdesk scales from 50 to 5,000 tickets a month, never priced per agent, AI Agent included on every plan, charged only when it resolves a conversation
Limit: Vendor pricing page was reviewed by an editor on this date; this record is not a ToolCompare benchmark. Prices and limits change. Plan prices, ticket overage rates and seat counts were not rendered on the pricing page at the time of review.
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