Gorgias pricing explained: A complete 2025 breakdown

Trying to pick the right helpdesk for your e-commerce store can feel a bit like walking through a funhouse of confusing pricing pages. You need a tool that grows with you, but the last thing you want is a surprise on your bill at the end of the month. Gorgias is a big name in the e-commerce space, but its ticket-based pricing often leaves merchants scratching their heads and worrying about unpredictable costs.

This article is here to cut through the noise. We're going to lay out all the Gorgias pricing plans in plain English, explain what a "billable ticket" actually is, and point out the hidden costs that can trip you up. By the end, you'll have a much clearer picture of whether it's the right financial move for your business.

What is Gorgias?

At its core, Gorgias is a customer support platform made specifically for e-commerce brands. It integrates with giants like Shopify, BigCommerce, and Magento to pull all your customer conversations, from email, live chat, social media, you name it, into one single feed.

The main draw for most merchants is how tightly it connects with your store's backend. When a customer gets in touch, their entire order history and shipping details pop up right next to their message. This means your agents can handle questions about order status or process a refund without having to jump between a dozen different tabs. It's a genuine time-saver.

A look at the Gorgias dashboard, showing how Shopify customer data is displayed alongside a support ticket, a key feature of the Gorgias Basic plan.

A deep dive into Gorgias pricing plans including the Gorgias Basic plan

Gorgias's pricing is built around one main thing: how many "billable tickets" you handle each month. You pick a plan that includes a certain number of tickets, and if you go over that limit, you pay extra for each one. Sounds straightforward, but the catch is in how they define a "billable ticket," which we'll get into in a bit.

Here’s a full breakdown of their plans so you can see how they compare.

As you climb the ladder, you get more features. The Pro plan adds Revenue Statistics, which is pretty cool for tracking sales your support team helps close. The Advanced plan gets you a dedicated success manager. It's also worth remembering that some of Gorgias's biggest features, like their AI Agent, Voice, and SMS support, are all paid add-ons with their own costs. They aren't included in these base prices.

Is the Gorgias Basic plan the right choice for your business?

Alright, let's zoom in on the Gorgias Basic plan. This is the one most small businesses start with. For $60 a month (or $50 if you pay for the year upfront), you get 300 billable tickets, support across email, chat, and social media, and basic automation tools.

On the surface, it looks like a solid deal for a small store, maybe one doing under 3,000 orders a month with a predictable flow of customer questions. But this is where you need to look closer.

The biggest headache with the Gorgias Basic plan is just how fast you can burn through those 300 tickets. If you have live chat on your website or you're active on social media, pretty much every little interaction can count as a billable ticket. A few busy days, and suddenly you're paying overage fees.

Besides the ticket limit, the plan is missing a few things you'll probably want as you grow. You don't get revenue statistics, so you can't prove how much value your support team is driving. You also don't get customer satisfaction surveys, which are pretty important for figuring out how to improve your service. And finally, there's no real onboarding support. Getting Gorgias set up just right can be complicated, and on the Basic plan, you're mostly on your own with their help articles.

So while that initial price looks appealing, a couple of surprise overage bills can make the Gorgias Basic plan a lot more expensive than you planned for.

Hidden costs and limitations of the Gorgias Basic plan ticket-based model

The real issue with Gorgias's pricing isn't just the ticket limits on each plan; it's the whole ticket-based model. It has some quirks that can lead to some seriously frustrating and unpredictable bills.

What is a "billable ticket" on the Gorgias Basic plan?

This is the million-dollar question. According to Gorgias, a billable ticket is any ticket that gets a reply from a human agent, a rule you set up, or their AI Agent. It's not just the conversations your team is actively working on.

Here are a few scenarios that can rack up charges you might not expect:

• Your auto-responder fires back a reply to a spam email. That's a billable ticket.

• A customer replies to one of your proactive pop-up chat messages on your site. Billable ticket.

• A customer replies to a ticket that was closed more than three days ago. Gorgias doesn’t just reopen the old one; it creates a brand new, billable ticket.

These little things can gobble up your monthly allowance fast, turning what you thought was a quiet month into one with a surprise bill.

Where Gorgias Basic plan overages and add-ons can bite you

For any e-commerce store, a wildly successful sales campaign is a reason to celebrate. But with Gorgias, that success comes with a downside. A busy Black Friday weekend could flood you with thousands of customer questions, blowing past your plan's limit and racking up hefty overage fees. You end up getting penalized for your own success.

On top of that, if you want to offer phone or SMS support, you have to buy their Voice and SMS add-ons. They come with their own separate usage fees, adding another variable line item to your monthly bill.

The "AI tax": Paying extra for automation with the Gorgias Basic plan

This is the part that can feel especially backward. Gorgias's AI Agent is a pretty neat tool for handling simple questions automatically, but it's a separate add-on you have to pay for. Here's the kicker: an interaction that is fully resolved by the AI, with no human touching it, can actually cost you twice. You pay the fee for the AI automation itself, and you pay for a standard helpdesk ticket.

The Gorgias conversational AI instantly answers a customer query about their order status, an interaction that can be subject to extra fees on the Gorgias Basic plan.

Think about that for a minute. You invest in AI to save time and money, and when it works perfectly, you end up paying more for that interaction than if a human agent had just handled it. This "AI tax" means your bill can actually go up as you get better at automating your support.

A more predictable Gorgias Basic plan alternative for AI-powered support

If all this talk about unpredictable bills is making you nervous, you're not alone. The frustration with ticket-based models is why many businesses are now looking for a different approach. Tools like eesel AI are built to give you powerful automation without the financial acrobatics, and they can integrate directly with helpdesks like Gorgias to make them better.

Pricing you can actually predict

Instead of charging you for every ticket or automated resolution, eesel AI has simple plans based on the features you need. You get a set number of AI interactions per month, and that's that. No surprise overage fees. No penalties for having a successful sales month. You know exactly what your bill will be, every single time. Plus, with month-to-month plans, you aren't stuck in a long-term contract.

Set it up yourself, in minutes

Getting started with AI shouldn't mean sitting through weeks of onboarding calls. eesel AI is designed to be completely self-serve. You can connect your helpdesk with a click and get your AI agent configured on your own, usually in just a few minutes. There's no need to schedule a demo or talk to a salesperson just to find out if it's a good fit.

See your results before you pay a dime

This might be the biggest difference of all. Before you ever let the AI talk to a live customer, eesel AI lets you run a simulation on thousands of your past support tickets. This shows you exactly how the AI would have answered and gives you a real, data-backed forecast of your automation rate and how much you could save. It takes all the financial risk out of the equation because you can see the value before you ever commit.

Move beyond the unpredictable Gorgias Basic plan pricing

Gorgias is a solid helpdesk for e-commerce, but its pricing model, especially the Gorgias Basic plan, can feel restrictive and unpredictable for a growing business. The risk of getting hit with fees during your busiest seasons, the confusing definition of a "billable ticket," and the weird "tax" on successful automation can make it tough to scale your support without breaking the bank.

The way forward for customer support automation is all about transparency and control. Instead of crossing your fingers and hoping your ticket volume stays low, you should be able to invest in a tool with clear costs and a clear return.

Ready for predictable support costs?

Tired of guessing what your support bill will be? eesel AI offers a powerful, autonomous AI agent with simple, transparent pricing.

Connect your helpdesk in minutes and run a free simulation on your own historical tickets. You'll instantly see your potential automation rate and ROI, no risk involved.

Start your free simulation today.