Is Gorgias Enterprise worth it in 2025? A deep dive for scaling brands

If you're in e-commerce, you've probably heard of Gorgias. It’s a go-to helpdesk, especially for Shopify stores, because its integrations are slick and it's built to help you sell. But as your business blows up and support requests get more complicated, you might find yourself wondering: is Gorgias Enterprise really the long-term answer?

For a lot of bigger brands, ticket-based pricing can get unpredictable fast, and keeping everything siloed in a helpdesk can make it tough to pull in knowledge from other parts of the company. In this post, we’ll get into the details of the Gorgias Enterprise plan, what it offers, how much it costs, and where you might run into some growing pains.

What is Gorgias Enterprise?

Gorgias Enterprise is the highest plan Gorgias offers, aimed at large e-commerce brands with a high volume of customer chats. It takes the platform's usual helpdesk and AI tools and adds a layer of premium services to help with efficiency and sales. Unlike the other plans, this one has custom pricing and comes with a dedicated Customer Success Manager (CSM) and priority support.

The main idea is that Gorgias becomes a "strategic partner" for big Shopify brands. They promise a smooth switch, quick setup, and an AI that can supposedly handle a huge chunk of your support tickets. They want to be the one-stop shop for conversational commerce, blending AI automation with a solid agent workspace.

Core features of Gorgias Enterprise

At its heart, the Gorgias Enterprise plan is all about its AI Agent and Helpdesk, with some hands-on support thrown in. Let's break down what that actually means for your team.

AI agent and helpdesk

Gorgias talks a lot about its AI Agent. It’s set up to handle common questions like "Where is my order?" (WISMO), suggest products, and process returns. You can train it to follow your internal procedures and even match your brand's voice. The helpdesk itself brings in conversations from all over, email, chat, social media, into one inbox for your team.

A view of the Gorgias conversational AI automatically handling a common "where is my order" request.

But here’s the catch: the AI is pretty much limited to the information inside your helpdesk and the e-commerce apps you’ve connected, like Shopify. That can be a real roadblock for teams whose knowledge is scattered everywhere. If your technical guides, logistics updates, or deep product specs are sitting in Confluence or Google Docs, the Gorgias AI simply can't see them.

This is where a tool like eesel AI comes in handy. It connects to your current helpdesk, including Gorgias, but it pulls information from all your sources. We’re talking Confluence, Google Docs, and even past tickets. It delivers complete answers without forcing you to move everything to a new platform.

Integrations built for e-commerce

Gorgias has a solid library of over 100 integrations, but they're almost all focused on the e-commerce world. You'll get great connections with platforms like Klaviyo, Recharge, and Loop Returns. This lets agents do things like manage orders and subscriptions without leaving the helpdesk, which is a nice time-saver.

A look at the Gorgias Enterprise Shopify integration, which allows agents to see customer order data directly within the helpdesk.

The limitation, though, is that narrow focus. For a larger business, support doesn't just live in a bubble. It often overlaps with internal IT, product, and engineering teams using tools like Jira or talking things out in Slack. While Gorgias is great at talking to your storefront, it doesn’t do much to connect your internal, scattered knowledge.

Dedicated support and onboarding

A big selling point for the Gorgias Enterprise plan is the hands-on help. You get your own CSM, priority support, and help with implementation. They even have a "50% Automation Guarantee," promising they'll help you automate half your support tickets in 50 days.

That's a nice offer, but it also kind of points to how complex the platform can be. If you need a dedicated partner to get high automation rates, it’s probably not a simple, do-it-yourself job. In contrast, tools like eesel AI are built to be self-serve from the ground up. You can connect your helpdesk and get started in minutes, not months, without waiting for someone to walk you through it.

A deep dive into Gorgias Enterprise pricing: Can it scale?

This is where it gets tricky for a lot of growing companies. Gorgias is upfront about pricing for its lower plans, but Gorgias Enterprise is "custom." That’s code for "you have to call sales." The bigger issue is that the model is still tied to billable tickets and AI interactions, which can cause some serious headaches as you grow.

The ticket-based pricing model

Gorgias pricing is based on the number of "billable tickets" you process. A billable ticket is basically any conversation that gets a response, whether it's from a person or an automation. Critics, like in this analysis from HappyFox, have pointed out a few hidden costs with this model:

• Spam can cost you. If a spam email gets an auto-reply, you just paid for it.

• Re-opened tickets count as new tickets. If a customer writes back to a closed conversation a few days later, that can trigger another billable ticket.

• Seasonal spikes get expensive. For anyone in e-commerce, the holiday rush or a big sale can send ticket volumes through the roof, and you’ll be hit with overage fees.

This model puts support leaders in the tough spot of having to constantly predict ticket volume. Guess wrong, and your budget is shot. As you get more successful and your ticket count rises, your support bill goes right up with it.

Feature	Gorgias Enterprise Pricing	eesel AI Pricing
Model	Custom, based on ticket volume and AI interactions.	Flat monthly fee based on interactions and features.
Predictability	Low. Overage fees are common if you exceed your ticket limit.	High. Costs are predictable and don't punish you for growing.
Hidden Fees	Yes. Watch out for per-resolution fees and overages.	No. Plans are all-inclusive with no extra fees per resolution.
Flexibility	Usually requires an annual contract for the best price.	Offers month-to-month plans you can cancel whenever you want.

The problem with per-resolution fees

The Gorgias AI Agent is often priced separately, with a fee for each automated interaction. On their public pricing page, it's about $0.90 per resolution. That might not sound like much, but it adds up. It also creates a strange situation where you're penalized for automating successfully. Every time your AI does its job and closes a ticket, you pay for it.

That's a totally different approach from the straightforward pricing of eesel AI. Our plans are a flat monthly fee that includes a generous amount of AI interactions. You get all our products, AI Agent, Copilot, Triage, for one predictable price. We think you should be rewarded for automating more, not charged extra for it.

The hidden challenges of scaling with Gorgias Enterprise

Aside from the pricing, some other growing pains can pop up with Gorgias Enterprise, usually around control, testing, and implementation. What works for a medium-sized store isn't always a fit for a large, complex business.

A lack of fine-tuned control and safe testing

While Gorgias lets you build automation rules, many businesses find they can't get as specific as they'd like. Maybe you want an AI to answer questions about one product line but not another, or only for your standard customers instead of VIPs. Setting up those kinds of detailed workflows can be a headache.

Even more of an issue is the lack of a proper way to test your AI before it starts talking to real customers. You build your rules, cross your fingers, and hope for the best. That "launch and see" method is pretty risky for a big brand where one weird AI response can do real damage to your reputation.

eesel AI fixes this with a simulation mode. You can run your AI agent on thousands of your past tickets in a safe, sandboxed environment. The simulation tells you exactly what your automation rate will be, shows you precisely how the AI would have replied, and helps you find gaps in its knowledge, all before it ever interacts with a customer.

eesel AI's simulation mode allows safe testing of AI automations on past tickets before going live, a key advantage for a Gorgias Enterprise setup.

The "rip and replace" dilemma

Gorgias is built to be the center of your support world. That’s fine if you're starting from zero, but for an established company, it usually means you have to tear out your existing tools and processes to make everything fit. Moving all your data, retraining the entire team, and rebuilding workflows you've used for years is a huge, disruptive project.

The great thing about a solution like eesel AI is that it works with the tools you already have. It plugs into your current helpdesk, whether that's Gorgias, Zendesk, or Freshdesk, in just a few clicks. There’s no big migration and no disruption to your team. You get the benefits of a modern AI layer without having to tear down and rebuild your whole support stack.

Is Gorgias Enterprise your best long-term solution?

For a lot of brands that live and breathe Shopify, Gorgias Enterprise is a solid platform that can definitely help streamline support and boost sales. Its e-commerce integrations and dedicated support are big pluses.

But for businesses looking at serious, long-term growth, the cracks can start to appear. The unpredictable, ticket-based pricing punishes you for growing, the AI is stuck with only helpdesk knowledge, and the lack of a safe testing mode makes rolling out new automations a bit of a gamble.

Instead of getting locked into one system, you could add a flexible AI layer that makes the tools you already love even better. With eesel AI, you can bring together all your company knowledge, test new automations with confidence, and get predictable pricing that scales with you, not against you.

Ready to see what a more flexible AI solution can do for your support team? Get started with eesel AI for free.