Gorgias AI pricing explained (2025): Is it worth the cost?

Gorgias is a beast of a helpdesk for e-commerce, there’s no denying it. But when you start looking at its AI features, the pricing model can feel like a puzzle with half the pieces missing. This often leads to unpredictable bills that are a real headache to manage. We hear from a lot of teams who struggle to guess what their monthly spend will be, thanks to a confusing mix of ticket-based billing, surprise overage fees, and pricey automation add-ons.

This guide will give you a clear, no-fluff breakdown of the entire Gorgias AI pricing structure. We’ll dig into the core plans, figure out what a "billable ticket" actually is, uncover the hidden costs of their AI, and see how it compares to some more straightforward alternatives.

What is Gorgias?

At its heart, Gorgias is a customer service helpdesk built specifically for e-commerce businesses. It’s famous for its deep integration with Shopify. The main idea is to pull all your customer conversations from email, live chat, and social media into one organized place.

A screenshot of the Gorgias user interface with deep Shopify integration visible, a key feature for e-commerce brands to understand in the context of Gorgias AI pricing.

Its big draw is the set of features that help e-commerce teams work faster. This includes using macros (which are just pre-written responses) and rules to handle common questions, and showing you dashboards that connect your support work directly to sales. It’s a solid tool for getting all your support tickets under one roof, but it’s this ticket-based system that makes understanding the costs so tricky.

How the Gorgias pricing model works

Gorgias’s entire pricing system is built around tickets. This means your monthly bill is directly tied to how many support requests you get, which can be both a good and a bad thing. When business is slow, it seems pretty affordable. But the moment your brand takes off or you run a successful sale, your costs can shoot up unexpectedly.

Gorgias’s subscription plans at a glance

The plans are tiered based on the number of "billable tickets" included each month. As soon as you go over that limit, you start paying extra for each one. Here’s a quick look at their main helpdesk plans.

Plan	Monthly Price	Included Tickets	Overage Cost	Best For
Starter	$10	50	+$0.40 / ticket	Individuals or tiny stores just getting started.
Basic	$60	300	+$40 / 100 tickets	Small teams with a growing but still manageable ticket load.
Pro	$360	2,000	+$36 / 100 tickets	Established brands with a proper support team.
Advanced	$900	5,000	+$36 / 100 tickets	High-volume stores that need more advanced features.
Enterprise	Custom	Custom	Custom	Large companies, maybe with multiple brands and complex needs.

What really counts as a billable ticket?

This is where the costs start to get fuzzy and unpredictable. A "billable ticket" isn’t just a straightforward chat where you help a customer. According to what users have reported, a few other things can quietly eat up your monthly allowance:

• Any ticket that gets a reply, whether it’s from a human agent or an automated rule.

• Spam messages that your system automatically responds to (yep, you can pay for spam).

• Customer replies to a proactive chat campaign you’re running on your site.

• A customer replying to a closed chat after three days, which creates a brand new billable ticket.

These definitions mean your ticket count can jump for reasons that have nothing to do with actual, meaningful support conversations, making it incredibly difficult to predict your usage from one month to the next.

The pain of unpredictable overage fees

Once you burn through your plan’s included tickets, you’re automatically hit with overage fees for every single extra ticket. While this gives you some flexibility, it creates a huge problem for the business: budgeting becomes a total guessing game.

A successful marketing campaign, a small shipping delay from a supplier, or a seasonal rush like Black Friday can make your ticket volume explode. This can lead to a shockingly high bill at the end of the month. It almost feels like you’re being punished for your own success, making it tough for a scaling business to keep costs predictable.

Unpacking the complex Gorgias AI pricing model

Adding AI to your Gorgias setup isn’t a simple upgrade; it throws in several new layers of cost and complexity. This is where understanding the true Gorgias AI pricing becomes so important. Instead of making your costs simpler, it often makes them even harder to pin down.

The automation add-on

Gorgias sells "automation" as a paid add-on, and it’s based on a percentage of your plan. The structure is a bit confusing. You can choose to automate a certain portion of your tickets (say, 20% or 50%), but the price for this add-on gets much, much higher as you move up to bigger plans.

A screenshot showing the automation settings in Gorgias, which is relevant to understanding the Gorgias AI pricing for add-ons.

For instance, on the Basic plan (300 tickets), adding 50% automation costs an extra $270 per month. But if you’re on the Advanced plan with 5,000 tickets, that same 50% automation feature costs an additional $2,000 per month. You end up paying way more for the exact same automation capability, just because your overall ticket volume is higher.

The AI Agent: A separate charge that uses your tickets

The "AI Agent" is Gorgias’s top-tier AI feature, and it comes with its own pricing that gets stacked right on top of everything else. Here’s the kicker: an AI Agent resolution costs between $0.90 and $1.00 each, and that very same resolution also counts as one of your plan’s billable tickets.

This image displays the Gorgias AI Agent pricing, illustrating a key component of the overall Gorgias AI pricing structure.

This "double-dipping" means you’re not just paying for the AI to handle a ticket; you’re also using up your monthly ticket allowance, which pushes you that much closer to getting hit with those expensive overage fees. In a way, the model actively works against you for successfully automating support. The more you automate, the more you risk paying in overages.

Limitations of Gorgias AI

Beyond the confusing price tag, the AI itself has a few limitations that are worth knowing about.

It’s more of an assistant than an agent

The AI is often set up to draft replies for a human agent to look over and then send. While that can be helpful, it doesn’t fully take the work off your team’s plate and isn’t truly autonomous.

There’s no way to test without risk

Gorgias doesn’t have a great simulation environment. To see how effective the AI is and what it will actually cost you, you pretty much have to turn it on and see what happens with real customers. This "go live and hope for the best" approach is a big financial gamble.

The rules are pretty rigid

The automation is often tied to fixed percentages rather than smart, content-based rules. This means you have less control over which specific types of questions get automated, forcing you into a one-size-fits-all setup that might not be right for your business.

A simpler approach to AI pricing

Instead of ripping out your entire helpdesk just to fix the pricing, what if you could add a smarter AI layer right on top? That’s exactly what eesel AI does. It integrates directly into helpdesks like Gorgias to solve these pricing and control issues, giving you powerful automation without the financial guesswork.

Transparent pricing without the surprises

The difference in philosophy here is night and day. eesel AI was built from the ground up to have predictable, transparent pricing. You won’t find any per-resolution fees or get punished for automating.

Feature	Gorgias AI pricing	eesel AI Pricing
Billing Model	Ticket-based + Overages + % Add-ons + Per-Resolution Fees	Interaction-based plans
Predictability	Low (costs swing wildly with ticket volume and automation)	High (a fixed monthly cost for a set number of interactions)
Per-Resolution Fee	Yes ($0.90 --- $1.00 per AI resolution)	No (all interactions are included in your plan)
Automation "Penalty"	Yes (automated tickets count against your plan’s limit)	No (interactions are what the plan is built on, not a penalty)

Test with confidence

One of the biggest differences with eesel AI is its powerful simulation mode. Before you ever flip the "on" switch, you can connect your Gorgias account and run the AI over thousands of your past tickets in a safe, separate environment.

This gives you an accurate forecast of what your resolution rate will be, helps you spot any gaps in your knowledge base, and shows you exactly what your costs will look like. It completely removes the financial risk and guesswork that comes with the Gorgias model.

Complete control of your AI workflows

Instead of being locked into rigid automation percentages, eesel AI puts you in the driver’s seat. You get to decide exactly which types of tickets the AI should handle. You can start small by automating simple, repetitive questions like "where is my order?" and have the AI pass everything else to your human agents. This approach lets you build confidence and roll out automation at a pace that feels safe and comfortable.

You can also tweak the AI’s persona and set up custom actions, letting it do more than just answer questions. It can look up order information in real-time or update ticket fields, acting like a true extension of your team.

Gorgias AI pricing: Choose a partner that scales with you

Gorgias is a very capable helpdesk for e-commerce, but its AI pricing is layered, complex, and can lead to unpredictable costs that punish you for growth. The mix of ticket limits, overage fees, percentage add-ons, and per-resolution charges makes it incredibly difficult for anyone to manage a budget effectively.

This video explores how Gorgias AI is evolving to better integrate automation with sales, providing context on the value behind the Gorgias AI pricing.

For teams that care about predictable costs, having fine-grained control, and being able to test without risk, an AI platform like eesel AI offers a much more modern and scalable path. It works with the tools you already use, like Gorgias, to bring you powerful automation without the nasty financial surprises.

Don’t let unpredictable pricing hold your support team back. Explore an AI solution that’s actually designed for control and transparency. You can try eesel AI for free to see just how much you can automate in Gorgias with a clear, predictable cost.