Gorgias advanced plan pricing explained: Is it right for you in 2025?

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. But if you get it wrong, you can end up with a tool that holds you back and a monthly bill that’s a constant headache.

Gorgias is a big name in the e-commerce space, but its pricing can feel a bit like a guessing game, especially when you look at the higher-tier plans like the Gorgias Advanced Plan. The whole model is built around ticket volume, which sounds simple on the surface, but the fine print can lead to some expensive surprises.

This guide is here to walk you through Gorgias's entire pricing model for 2025. We’ll dig into what a "billable ticket" actually is, check out the features and potential hidden costs of each plan, and help you figure out if it’s the right move for your team.

What is Gorgias?

Gorgias is a 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 single 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 without having to jump between a dozen different tabs. That said, a lot of businesses are now finding they can get even more power by adding specialized AI tools to their existing helpdesks. Instead of replacing their core system, they're layering in smart automation on top of platforms like Gorgias.

A screenshot of the Gorgias dashboard, which is mentioned in the Gorgias Advanced Plan pricing guide.

How the Gorgias pricing model works

Before we can really compare the plans, you need to get your head around three key ideas that drive Gorgias's pricing. They’re not super complicated, but they have a massive impact on your monthly bill.

The Gorgias Advanced Plan is based on tickets, not agents

Unlike a lot of 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 a ton of users, or even an unlimited number. At first glance, this seems like a sweet deal for a growing team, you can hire more agents without your base price shooting up. But this model has its own little traps that can catch you off guard.

What counts as a "billable ticket"?

This is where things get a bit fuzzy. A "billable ticket" in Gorgias isn't just a conversation that a human agent handles. According to Gorgias, it's any conversation that gets a response from a human, an automated rule, or their AI Agent.

This can blow up your ticket count in ways you might not see coming. Here are a few common situations that can eat through your monthly ticket allowance:

• Automated spam replies: If your system auto-replies to a spam email just to close it out, that can ring the cash register as a billable ticket.

• Proactive chat campaigns: You know those automated chat pop-ups on your site? If a customer replies to one, that conversation just became a billable ticket.

• Reopened conversations: If a customer replies to a thread that was closed a few days ago, it can sometimes be counted as a completely new billable ticket.

This all means your costs can climb fast, even if your agents aren't actually doing more work, especially if you lean heavily on simple automations.

The unpredictability of Gorgias overage fees

If you go over your plan's monthly ticket limit, you don't just get a friendly notification. You start getting charged for overages, which are usually sold in bundles of 100 tickets.

Let's say your plan includes 300 tickets a month, but a great marketing campaign means you suddenly get 450 tickets. You'll have to pay your regular monthly fee plus the cost of two extra 100-ticket bundles. For seasonal businesses or any brand with fluctuating support volume, this makes budgeting a real challenge. One busy week can lead to a surprisingly big bill.

Breaking down the Gorgias pricing plans

Alright, now that you know the rules of the game, let's look at the plans themselves. Here’s a straightforward breakdown of what each tier offers and costs for 2025.

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 designed for new stores just getting their feet wet. They give you the core helpdesk and social media integrations, but they're pretty limited.

The Pro Plan: At $300/month for 2,000 tickets, the Pro plan is for brands that are starting to see some real growth. The big additions here are revenue statistics and a Magento integration, which let you connect support work directly to sales figures.

The Gorgias Advanced Plan: This is the main event. The Gorgias Advanced Plan comes in at $750/month (when billed annually) and includes 5,000 monthly tickets. The biggest perks you get at this level are a dedicated success manager for more hands-on help and advanced permissions for managing bigger teams.

This plan is clearly for established, high-volume e-commerce brands. But when you look closely, the jump in value from the Pro plan feels a bit thin. You're paying a lot more, mostly for a higher ticket count and some dedicated support, but the core tool isn't all that different. And more importantly, you’re still exposed to those unpredictable overage fees and the extra costs for the AI Agent add-on.

It's also worth noting that the AI Agent is an add-on for all plans, not a built-in feature. It's priced per automated resolution (around $0.90 each), which adds another variable cost on top of your already variable ticket plan.

Where the Gorgias pricing model falls short

The Gorgias pricing model made sense in a different era of customer support. Today, the sharpest teams aren't just managing tickets, they're using AI to automate repetitive questions and deliver better answers, faster. Here’s where the ticket-based model starts to show its age.

The problem: Penalized for growth

A ticket-based pricing model has a pretty big flaw: your support costs automatically go up as your business does better. More customers and more orders mean more support conversations, and in the Gorgias world, that means a higher bill. It feels like you're being taxed for your own success.

An alternative like eesel AI flips this whole idea around with predictable pricing. Our plans are based on the overall capacity you need, not how many tickets you resolve. This means you can get a huge flood of customer questions during Black Friday without getting slammed with a surprise bill. You know exactly what you're paying each month, which lets you budget properly and scale without fear.

Assistive AI vs. true automation

Gorgias's AI Agent is a useful tool for e-commerce tasks like order tracking or handling returns. But it's a separate, pricey add-on that often just "assists" human agents, who still need to review or approve its work. It's a step in the right direction, but it's not full, hands-off automation.

In contrast, eesel AI is built to be a true automation engine. It delivers genuine automation by learning from all of your company's scattered knowledge. You can train it on past support tickets, internal wikis in Confluence or Google Docs, and even your live Shopify product catalog. This gives it the deep context it needs to provide accurate, nuanced answers that go way beyond simple FAQs.

An infographic showing how eesel AI connects to various knowledge sources, which is relevant to the Gorgias Advanced Plan comparison.

Better yet, eesel AI can be set up to take custom actions. It can intelligently tag and route tickets, update fields in your helpdesk, and even call out to your other systems to fetch real-time information.

The implementation challenge

While Gorgias has a lot of features, getting its advanced automation set up can be pretty complex. There's no easy way to know what your actual automation rate or ROI will be until after you've signed up and gone live. It’s kind of a leap of faith.

eesel AI is designed to get rid of that uncertainty.

• Go live in minutes: It’s a self-serve platform. You connect it to your current helpdesk with a single click. There's no need to "rip and replace" your tools or spend months on a painful migration.

• Powerful simulation mode: This is our secret sauce. Before the AI ever chats with a real customer, you can run a simulation on thousands of your past tickets. This gives you a data-backed forecast of your potential resolution rate and cost savings. You can tweak the AI's behavior and then roll it out knowing exactly how it’s going to perform.

A screenshot of eesel AI's simulation mode, which is a key differentiator from the Gorgias Advanced Plan.

Move beyond the Gorgias Advanced Plan ticket-based pricing

The Gorgias Advanced Plan is a solid helpdesk for high-volume e-commerce brands who need its specific features and dedicated support. But its ticket-based pricing model creates a level of budget uncertainty that can become a real drag as you grow. The mix of unpredictable overage fees and a pricey, per-use AI add-on feels out of step with a world where efficiency and predictability are king.

The future of customer support isn't about paying more for every single conversation. It's about using smart automation to handle more of those conversations well, all for a flat, predictable cost. It’s about investing in a platform that grows with you, not one that charges you more for your own success.

Ready to see how an autonomous AI agent can transform your customer support without the rollercoaster costs?

Try eesel AI for free and run a simulation on your past tickets in minutes to see your potential savings.