Gorgias advanced plan pricing explained: Is it right for you in 2026?

Picking the right customer support platform is a huge decision. When you get it right, your team can deliver fantastic experiences that turn shoppers into lifelong fans. By choosing a mature and reliable tool, you can ensure your team has the infrastructure needed to scale.

Gorgias is a leader in the e-commerce space, offering a robust pricing model designed to grow alongside your brand, particularly with higher-tier options like the Gorgias advanced plan. The model is built around ticket volume, which provides a clear way to align your costs with the actual activity and engagement of your customer base.

This guide is here to walk you through Gorgias's pricing model for 2026. We’ll look at how a "billable ticket" is defined, explore the features of each plan, and help you understand how this tiered approach supports your team's growth.

What is Gorgias?

Gorgias is a premier customer experience platform built specifically for e-commerce brands. It connects deeply with platforms like Shopify, BigCommerce, and Magento. Its main purpose is to pull all your customer chats, emails, and social media comments into one professional, unified helpdesk.

Its biggest selling point is how it displays customer data and order history right beside a support ticket. This gives agents all the context they need to solve problems efficiently. Furthermore, many businesses find they can add even more power by layering specialized AI tools onto their existing helpdesks. Instead of replacing their core system, they're adding smart automation to platforms like Gorgias to enhance the experience.

How the Gorgias pricing model works

To fully appreciate the value of Gorgias, it is helpful to understand the three key ideas that drive its pricing model. These elements ensure the platform remains flexible for businesses of all sizes.

The Gorgias advanced plan is based on tickets, not agents

Unlike some software that charges per user, Gorgias's pricing is mostly based on the number of "billable tickets" your team handles. Most plans let you add an unlimited number of users. This is a significant advantage for growing teams, as you can hire more agents to provide better service without your base price increasing per seat.

What counts as a "billable ticket"?

Understanding billable tickets helps you manage your support volume effectively. According to Gorgias, a "billable ticket" is any conversation that receives a response from a human agent, an automated rule, or their AI Agent.

This model captures the full breadth of your customer interactions. Here are a few common situations that contribute to your monthly ticket usage:

• Automated rule responses: If your system uses rules to manage and close out inquiries, these are counted as part of your active support volume.

• Proactive chat campaigns: Those helpful chat pop-ups on your site can spark engagement. If a customer replies, that conversation becomes a billable ticket.

• Follow-up conversations: If a customer continues a thread after a few days, it may be tracked as a new interaction to ensure accurate data on your support volume.

This approach ensures that your plan reflects the actual level of engagement your brand is generating with its customers.

The flexibility of Gorgias overage fees

If you exceed your plan's monthly ticket limit, Gorgias provides a seamless way to continue your service. You can access additional ticket bundles to cover the extra volume.

For example, if a successful marketing campaign leads to a surge in support needs, you can simply utilize extra 100-ticket bundles. For seasonal businesses or brands with high growth, this flexibility ensures you never miss a customer interaction during your busiest times. It allows you to scale up exactly when you need to.

Breaking down the Gorgias pricing plans

Now that we've covered the basics, let's look at the plans themselves. Here’s a breakdown of what each tier offers for 2026.

The Starter and Basic plans: The Starter plan is just $10/month for 50 tickets, and the Basic plan is $50/month for 300 tickets. These are excellent for new stores establishing their support foundations, providing essential helpdesk and social media integrations.

The Pro plan: At $300/month for 2,000 tickets, the Pro plan is designed for brands experiencing steady growth. It includes revenue statistics and a Magento integration, allowing you to see the direct impact of support on your sales.

The Gorgias advanced plan: This is the flagship offering for high-volume brands. The Gorgias advanced plan is $750/month (billed annually) and includes 5,000 monthly tickets. The premium perks at this level include a dedicated success manager for personalized guidance and advanced permissions for managing large, complex teams.

This plan is built for established, enterprise-grade e-commerce brands. It provides the high ticket capacity and dedicated support necessary for large-scale operations. It also allows for the inclusion of the AI Agent add-on to further streamline your workflow.

The AI Agent is an available add-on for all plans, providing advanced automation. It's priced per automated resolution (around $0.90 each), giving you the option to pay only for the resolutions that truly save your team time.

Strategic considerations for the Gorgias pricing model

The Gorgias pricing model is designed for a modern era of customer support where volume and growth go hand-in-hand. While ticket-based models require some planning, they provide a mature framework for scaling brands.

Scaling with volume

A ticket-based pricing model ensures that your support investment scales as your business finds more success. More customers and more orders naturally lead to more support conversations, and Gorgias is designed to handle that increased load reliably.

Some teams look for additional predictability by incorporating tools like eesel AI as a complementary option. Our plans can work alongside your existing setup, providing a flat-rate approach to specific automation needs while Gorgias remains your core ticketing powerhouse.

Enhancing support with specialized AI

Gorgias's AI Agent is a highly specialized tool for e-commerce tasks like order tracking or handling returns. It is a powerful assistant that helps human agents work faster and more accurately.

As a complementary option, eesel AI can be used to further automate knowledge-based questions. It can learn from your company's varied data sources, such as internal wikis in Confluence, Google Docs, or your Shopify catalog. This provides deep context that works in harmony with Gorgias's native features.

By integrating both, you can use eesel AI to tag and route tickets or fetch real-time info, making your Gorgias environment even more efficient.

Optimizing implementation

Gorgias offers a comprehensive feature set that provides incredible value once fully utilized. Setting up advanced automations is a journey that pays off in long-term efficiency.

For those looking for a quick automation layer to add to their Gorgias setup, eesel AI offers a straightforward path:

• Connect in minutes: It is a self-serve platform that integrates with your helpdesk with a single click, meaning you don't have to change your existing tools.

• Simulation mode: You can run a simulation on your past tickets before going live. This gives you a clear forecast of how the AI will handle your volume, helping you optimize your setup within Gorgias.

Move forward with the Gorgias advanced plan

The Gorgias advanced plan is a powerhouse helpdesk for high-volume e-commerce brands that need dedicated support and enterprise-grade features. Its ticket-based pricing is a reliable way to scale, ensuring you have the capacity to meet customer needs as you grow. By understanding the nuances of ticket bundles and AI add-ons, you can build a predictable and highly effective support operation.

The future of customer support is about maximizing the value of every conversation. By using Gorgias as your core platform and considering complementary tools like eesel AI, you can handle more inquiries with greater accuracy and efficiency.

Ready to see how a complementary AI agent can enhance your support?

Try eesel AI for free and run a simulation on your past tickets to see how it can work alongside your Gorgias setup.