Gorgias Review for Shopify: Pricing, AI and Who It Fits
Gorgias is a solid Shopify helpdesk. It shows order data inside each ticket and has strong macros and rules. Its weak point is cost. You pay for tickets, and the AI Agent is billed per automated interaction on top of that. A busy month can cost far more than the plan price. This Gorgias review works out what you would really pay at three ticket volumes and explains who the tool fits. It ends with a short decision path for a small team that doesn’t want to hire.
If you’re comparing helpdesks because your inbox keeps growing, take a look at Relay, the AI support agent that answers, refunds and resolves your Shopify tickets 24/7, following your rules. It comes with a monthly plan based on ticket volume, so you can compare the two side by side.
Gorgias pricing review: how the bill is built
Gorgias charges by ticket volume, not by agent. These are the plans listed on its official pricing page, read on November 7, 2026:
| Plan | Monthly billing | Annual billing (per month) | Tickets included | Extra ticket | AI interactions in the AI package | AI package price (monthly / annual) |
|---|---|---|---|---|---|---|
| Starter | $10 | Monthly only | 50 | $0.40 | 30 | $30 / $27 |
| Basic | $60 | $50 | 300 | $0.40 | 30 | $30 / $27 |
| Pro | $360 | $300 | 2,000 | $0.36 | 190 | $190 / $171 |
| Advanced | $900 | $750 | 5,000 | $0.36 | 530 | $530 / $477 |
| Enterprise | Custom | Custom | Over 5,000 | Custom | Custom | Custom |
The AI Agent is an add-on you can switch on for any plan. Gorgias prices it at $1.00 per automated interaction on monthly billing and $0.90 on annual billing. Every interaction beyond the plan’s AI package costs $1.50.
What counts as a billable ticket
This is the part most stores miss. Gorgias’s pricing page says that each automated interaction also counts as one helpdesk ticket. A ticket the AI resolves uses up your ticket allowance and your AI allowance. So the more the AI does, the more you pay on both sides of the bill. Our post on per resolution vs per seat pricing explains why this model is hard to budget.
The real monthly cost at 3 ticket volumes
These are our own estimates, worked out from the official rates above on monthly billing. They rest on one assumption, stated in the table: the AI handles half of your tickets. Change that share and the totals change, so redo the math with your own numbers before you sign.
| Your store | Cheapest plan | Without AI | With AI (if AI handles 50% of tickets) | How it adds up |
|---|---|---|---|---|
| 100 tickets a month | Starter | $30 | $90 | $10 + 50 extra tickets × $0.40. AI: 50 interactions = $30 package (30) + 20 × $1.50 |
| 500 tickets a month | Basic | $140 | $500 | $60 + 200 extra tickets × $0.40. AI: 250 interactions = $30 package + 220 × $1.50 |
| 2,000 tickets a month | Pro | $360 | $1,765 | $360. AI: 1,000 interactions = $190 package + 810 × $1.50 |
The 2,000 ticket line matches the figure Macha estimates in its Gorgias review for a Pro plan with 1,000 AI resolutions a month: about $1,765, against $360 on the price tag. Macha sells a competing tool, but the official rates give the same result. With Gorgias, a better AI result means a bigger bill.
The Black Friday month
Say you’re on Pro and a peak month brings 3,000 tickets instead of 2,000:
- 1,000 extra tickets at $0.36 add $360.
- If the AI handles 300 interactions beyond your AI package, that’s 300 × $1.50, so another $450.
That’s $810 more, in the month when you have the least time to watch costs. If peaks are your main worry, plan your staffing early. Our guide to Black Friday send times and support staffing can help.
Gorgias reviews: what users like
Macha collected these ratings in June 2026: G2 4.6/5 (about 550 reviews), Capterra 4.6/5 (about 130 reviews), Shopify App Store 4.3/5. On its pricing page, Gorgias says it powers customer conversations for 40% of Shopify brands.
What it does well:
- Shopify order data in the ticket. Agents see the order, its status and the customer’s history without switching tabs.
- Macros. Saved replies with order variables cut typing on repeat questions like WISMO.
- Rules. Tickets get tagged, routed or auto-closed based on their content.
- Never priced per agent. Adding a teammate doesn’t raise the plan price.
What disappoints in Gorgias reviews
According to Macha’s roundup, value for money is the lowest sub-score, at 4.4. The same complaints come up again and again:
- Billing that’s hard to predict. Overage and AI fees change every month.
- Double counting. One AI resolution uses a ticket and an AI interaction.
- Shallow reporting. Users want deeper analytics.
- Spam. Spam gets through and can eat into the ticket count.
- No drag and drop for organizing folders.
- Automation below the promise. Macha reports real automation rates of 26% to 56%, against roughly 60% in Gorgias marketing. That figure comes from a competitor, so treat it as a range to test, not a verdict. To check any vendor’s number, use our guide to AI ticket resolution rate.
Is Gorgias worth it? Who it fits
Gorgias fits you if:
- You already have a support team of several people who need a shared inbox.
- Your agents answer most tickets themselves and use the AI as an extra.
- Your volume stays about the same from month to month, so overage stays small.
It’s probably too heavy if:
- You or one person still answers every email.
- You want most tickets resolved without a human, not just routed faster.
- You need to know in October what support will cost you in November.
A decision path for a small team that won’t hire
- Under 300 tickets a month, mostly answered by you? Gorgias Starter or Basic is cheap without AI. The real question is your time, not the tool.
- Volume growing, no plan to hire? Look at the AI cost, not the plan price. Take your expected AI interactions, subtract the plan’s AI package, multiply the rest by $1.50 and add the package price.
- Big seasonal peaks? Calculate your worst month, not your average one.
- You want tickets closed, not sorted? Compare with a tool built to act on orders: refunds, cancellations and address changes, with a human taking over when needed.
5 questions to ask before you pay
- How many tickets did we get in our busiest month last year?
- What share of them are WISMO, returns, exchanges and cancellations?
- Will an AI resolution also be counted as a ticket?
- What happens to the bill if the AI resolves more than expected?
- Who reviews the AI’s replies, and can it hand a ticket over to us?
To see how Gorgias compares with a per-seat tool, read Re:amaze vs Gorgias for Shopify.
Verdict
Gorgias is a strong helpdesk for teams that answer tickets themselves. Now picture a store that wants its first support hire without the hire. For that store, per-ticket fees plus per-interaction AI fees mean the bill rises each time the AI does more work. Relay is built for that store. It resolves 80%+ of tickets with AI and replies in under 30 seconds, on a monthly plan based on ticket volume. Your team steps in when Relay escalates.
FAQ
How much does Gorgias cost per month?
On monthly billing, plans run from $10 (Starter, 50 tickets) to $900 (Advanced, 5,000 tickets), according to Gorgias’s pricing page on November 7, 2026. Enterprise is priced on request. Extra tickets and the AI Agent cost extra.
Does Gorgias charge for AI resolutions?
Yes. Each automated interaction costs $1.00 on monthly billing or $0.90 on annual billing, and $1.50 beyond your plan’s AI package. Each one also counts as a helpdesk ticket.
Is Gorgias good for small Shopify stores?
If you handle a low volume by hand, Starter or Basic is affordable. Once you rely on the AI to absorb growth, the variable costs make the bill harder to budget.
What are cheaper alternatives to Gorgias?
It depends on how you work. Per-seat tools like Re:amaze suit small teams that answer tickets themselves. AI agents like Relay, on a monthly plan based on ticket volume, suit stores that want tickets resolved without hiring.