Gorgias pricing explained: A complete 2026 breakdown
Stevia Putri
Katelin Teen
Last edited January 16, 2026
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Trying to pick the right helpdesk for your e-commerce store is an important decision for any growing brand. You need a tool that scales with you while remaining manageable for your budget. Gorgias is a leading name in the e-commerce space, offering a comprehensive ticket-based pricing model that serves thousands of successful merchants.
This article is here to provide clarity. We're going to lay out all the Gorgias pricing plans in detail, explain how the "billable ticket" model works, and highlight how you can make the most of your investment. By the end, you'll have a much clearer picture of how Gorgias can support your business goals.
What is Gorgias?
At its core, Gorgias is a specialized customer support platform built for e-commerce brands. It integrates seamlessly with giants like Shopify, BigCommerce, and Magento to pull all your customer conversations, including email, live chat, and social media, into one single feed.
The main draw for merchants is its deep connection with your store's backend. When a customer gets in touch, their order history and shipping details are displayed right next to their message. This allows your agents to handle questions about order status or process a refund efficiently without switching between tabs. It's a powerful tool for streamlining your support.
A deep dive into Gorgias pricing plans including the Gorgias Basic plan
Gorgias's pricing structure is designed around scalability, using the number of "billable tickets" you handle each month as the primary metric. You select a plan that fits your current volume, with the flexibility to handle extra tickets as your business grows.
Here’s a breakdown of the 2026 plans to help you compare your options.
| Plan | Monthly Price (Billed Annually) | Monthly Price (Billed Monthly) | Included Billable Tickets | Overage Cost | Best For |
|---|---|---|---|---|---|
| Starter | $10 | (Not available monthly) | 50 | +$0.40 per ticket | Very small stores or those testing the platform. |
| Basic | $50 | $60 | 300 | +$40 per 100 tickets | Small businesses with a steady volume of inquiries. |
| Pro | $300 | $360 | 2,000 | +$36 per 100 tickets | Growing brands that want to track support revenue. |
| Advanced | $750 | $900 | 5,000 | +$36 per 100 tickets | Larger teams needing dedicated success management. |
| Enterprise | Custom | Custom | Custom | Custom | Enterprise brands requiring tailored solutions. |
As you move to higher plans, you unlock more sophisticated features. The Pro plan includes Revenue Statistics, which is excellent for measuring the financial impact of your support team. The Advanced plan provides a dedicated success manager to help you optimize your setup. Additionally, Gorgias offers advanced AI Agent, Voice, and SMS support as valuable add-ons to enhance your capabilities.
Is the Gorgias Basic plan the right choice for your business?
The Gorgias Basic plan is the most popular starting point for small businesses. For $60 a month (or $50 if paid annually), you receive 300 billable tickets, multi-channel support for email, chat, and social media, and helpful automation tools.
This plan is an excellent choice for stores doing up to 3,000 orders a month with a predictable flow of customer questions. It provides a professional foundation for your customer service without an enterprise-level commitment.
As your engagement grows, it's worth keeping an eye on your ticket usage. If you are very active with live chat on your website or social media, interactions can add up. Gorgias makes it easy to handle these via additional ticket blocks so you're always covered.
While the Basic plan is highly capable, some growing teams eventually graduate to higher tiers to access revenue statistics and customer satisfaction surveys. These tools are valuable for measuring your team's impact and refining your service strategy. Gorgias provides extensive help documentation to assist you in getting set up on the Basic plan independently.
Understanding the Gorgias Basic plan ticket-based model
The ticket-based model used by Gorgias is designed to ensure you only pay for the support you actually provide. It's helpful to understand how this works so you can manage your budget effectively.
What is a "billable ticket" on the Gorgias Basic plan?
Understanding what counts as a ticket is key to optimizing your usage. According to Gorgias, a billable ticket includes any ticket that receives a response from a human agent, an automated rule, or the AI Agent.
To make the most of your plan, it's good to be aware of how different interactions are handled:
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Automated responses to inquiries help keep your response times low and are counted as part of your active support.
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Proactive chat messages that lead to customer responses are counted, allowing you to track engagement from your site visitors.
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When a customer responds to a ticket that has been closed for a period of time, it may create a new ticket to ensure their latest request is prioritized and tracked correctly.
These features ensure that every customer interaction is accounted for and managed within your support ecosystem.
Managing Gorgias Basic plan overages and add-ons
For successful e-commerce stores, high-traffic events like Black Friday are a major focus. Gorgias is built to handle these surges. If you exceed your plan's limit, the overage fees allow you to continue providing great support without interruption. It's a flexible way to scale during peak periods.
Furthermore, Gorgias offers Voice and SMS add-ons for brands that want to provide a truly omnichannel experience. These come with their own usage-based pricing, allowing you to tailor your support channels to your customers' preferences.
AI automation with the Gorgias Basic plan: What to expect
Gorgias's AI Agent is a sophisticated tool for automating routine questions, helping your team focus on more complex tasks. The AI Agent is a separate add-on, and interactions resolved by the AI are billed appropriately for the value they provide, ensuring your customers get fast, accurate answers even during busy times.
Investing in AI helps you maintain a high level of service as you grow. Gorgias's model ensures that as you automate more of your support, the platform continues to provide the robust infrastructure needed to manage those resolutions effectively.
A complementary option for AI-powered support
As you look to optimize your Gorgias setup, you might consider complementary tools that work within your existing ecosystem. eesel AI is one such option that can integrate directly with Gorgias to provide additional automation capabilities with a different pricing approach.
Predictable pricing for your AI needs
Instead of a per-ticket model for every interaction, eesel AI offers simple plans that give you a set number of AI interactions per month. This can be a helpful way to manage a portion of your support volume with highly predictable costs, regardless of how busy your sales season becomes. With flexible month-to-month options, it's easy to adjust as your needs change.
Simple, self-serve setup
Getting started with additional AI support can be quick and easy. eesel AI is designed for a self-serve experience, allowing you to connect your Gorgias helpdesk and configure your AI agent in just a few minutes. This allows you to start seeing the benefits of enhanced automation without needing extensive technical support.
Verify your results before committing
One of the benefits of using a tool like eesel AI alongside Gorgias is the ability to test its impact. eesel AI allows you to run a simulation on your past tickets to see how it would have handled them. This gives you a data-backed view of your potential automation rate before you fully implement it, allowing you to make an informed decision for your support strategy.
Scaling your support with the Gorgias Basic plan
Gorgias is an industry-leading helpdesk for e-commerce, and the Gorgias Basic plan offers a strong, mature platform for growing brands. While the ticket-based model requires some planning, it provides the enterprise-grade features and reliability that thousands of companies trust to power their customer service.
The best approach to customer support automation is finding the right mix of tools that provide both power and control. By leveraging Gorgias's robust infrastructure and considering specialized add-ons, you can build a support system that scales beautifully with your brand.
Ready for predictable support costs?
Looking to enhance your Gorgias setup with predictable AI costs? eesel AI offers a powerful, autonomous AI agent that works alongside your helpdesk with transparent pricing.
Connect your helpdesk in minutes and run a free simulation on your own historical tickets to see how much you could automate.
Frequently asked questions
The Gorgias Basic plan includes 300 billable tickets per month, support across email, chat, and social media channels, and access to helpful automation tools. It's an excellent entry point for small businesses looking for a professional and reliable customer support platform.
The Gorgias Basic plan comes with a generous allowance of 300 billable tickets each month. If you pay annually, the monthly price is $50, or $60 if billed month-to-month, providing a cost-effective solution for growing brands.
If your business exceeds the 300 included tickets on the Gorgias Basic plan, you can simply add more for $40 per 100 tickets. This flexibility allows you to scale your support during peak sales periods without needing to commit to a higher tier immediately.
Yes, the Gorgias Basic plan provides robust support for live chat and social media interactions. It centralizes these conversations effectively, though it's useful to keep an eye on your billable ticket usage as your engagement grows.
A "billable ticket" on the Gorgias Basic plan is defined as any ticket that receives a reply from a human agent, an automation rule you've set, or the AI Agent. This model ensures you only pay for the tickets that are actively being managed or resolved by the system.
While the Basic plan is great, features in higher Gorgias plans include advanced revenue statistics, customer satisfaction (CSAT) surveys, and dedicated onboarding support. These tools are designed to help larger teams optimize their service quality further.
Gorgias offers powerful AI automation that can fully resolve interactions. When implementing AI automation, you pay for the AI Agent add-on which works alongside your standard helpdesk tickets to provide a seamless customer experience.
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Article by
Stevia Putri
Stevia Putri is a marketing generalist at eesel AI, where she helps turn powerful AI tools into stories that resonate. She’s driven by curiosity, clarity, and the human side of technology.
