Gorgias pricing plans comparison for 2025: A complete breakdown

If you're running an e-commerce store, especially on a platform like Shopify, the name Gorgias has probably come up. A lot. It’s one of the most popular helpdesks on the block, promising to wrangle your customer support into a neat, streamlined process. But once you start looking at their pricing and features, things can get a little murky.

That's why we're here. This is a straight-up Gorgias plans comparison that cuts through the marketing fluff. We're going to break down each pricing tier, shine a light on the often-missed cost of their AI add-ons, and talk about the real-world limitations that can trip up a growing business. Our goal is to give you the full picture so you can decide if Gorgias is your long-term partner, or if you should be looking for something a bit more modern.

Understanding Gorgias

At its heart, Gorgias is a customer service platform designed to be a central inbox for online stores. All your customer conversations from email, live chat, and social media get funneled into one shared space for your team to handle.

A screenshot of the Gorgias dashboard, which is central to this Gorgias plans comparison.

Its main claim to fame has always been its tight integration with e-commerce platforms like Shopify. This lets your support agents see a customer's order history right next to their support ticket, which is genuinely useful. It also has some basic automation with "macros" (which are just canned responses) and rules for tagging or assigning tickets. It’s built to help support teams keep their heads above water in the fast-moving world of e-commerce.

A view of the Gorgias and Shopify integration, a key aspect of any Gorgias plans comparison.

A detailed Gorgias plans comparison: Breaking down the pricing

Gorgias's pricing is a little different from most other helpdesks. They don't charge per agent, but by the number of "billable tickets" you handle each month. At first glance, that might sound like a great deal for big teams, but it's not that simple.

A "billable ticket" is any conversation that gets a response, and that includes automated ones. Yep, even a simple "Got your message!" auto-reply counts toward your monthly limit. You can probably see how this might lead to some surprise bills, especially during your busy season.

An image detailing the agent pricing model to consider in a Gorgias plans comparison.

Let's unpack the two main parts of their pricing: the standard helpdesk plans and the separate (and often surprising) cost of their AI.

The helpdesk plans

Here’s a clear Gorgias plans comparison to show you what you get at each level. All this info comes straight from their site, showing both their month-to-month and discounted annual rates.

Hidden costs: AI & automation add-ons

Okay, this is where the pricing gets complicated. If you want to use any real automation beyond simple canned responses, you have to buy expensive AI add-ons. The base plans are essentially just the helpdesk software, and the smart features are locked behind another paywall.

This makes the initial price you see on their website pretty misleading and can turn budgeting into a guessing game. A plan that looks affordable can easily double or triple in price once you add the tools you need to actually save your team time.

What’s more, Gorgias's AI is mostly assistive. It can draft a reply for an agent to review, but the agent still has to check it, maybe tweak it, and hit send. It doesn't act like a true autonomous agent that can handle a customer's problem from start to finish.

Key limitations to consider

While Gorgias can work for some, we hear from a lot of businesses that hit a wall as they start to grow. Here are a few of the most common headaches.

Unpredictable costs that punish you for growing

That per-ticket pricing model can really bite you. Think about Black Friday, a new product drop, or just the holiday rush, your ticket volume can explode overnight. When that happens, you get slammed with overage fees. In a weird twist, your success in marketing ends up costing you more in support.

Even worse, since automated replies count as billable tickets, you end up paying for being responsive. That quick "we'll get back to you" message, which is just good customer service, is literally adding to your bill. You're penalized for growing and for keeping customers in the loop.

This is a classic problem with per-ticket models. In contrast, modern AI platforms like eesel AI have predictable pricing that isn't tied to ticket volume, so you're not punished for having a great sales month.

A slow and confusing setup process

Many people find Gorgias has a steep learning curve and isn't exactly intuitive. Getting everything configured just right, from your rules to your integrations, can be a real time-sink.

And unless you're on their pricey Advanced or Enterprise plans, you don't get a dedicated success manager to help you with onboarding. If you're on the Basic or Pro plan, you're mostly on your own with help articles and general support queues.

Getting started shouldn't take weeks. With a tool like eesel AI, you can connect your helpdesk in a single click and be up and running in minutes, not months. The whole platform is designed to be self-serve.

Your company knowledge is trapped

Gorgias's AI mostly learns from what's inside its own system: your old tickets, your macros, and your help center. That's a decent start, but it's only a tiny slice of your company's actual knowledge.

Let's be real, most of the important info your team uses is scattered everywhere else, in Confluence, Google Docs, Notion, or buried in internal Slack threads. Because Gorgias can't tap into any of that, its AI can only answer a very narrow set of questions. The result? The answers it gives are often incomplete and not as helpful as they could be for your customers.

A smarter alternative: How eesel AI compares

If those limitations sound painfully familiar, you're not crazy. We built eesel AI specifically to solve these kinds of problems. Here’s a quick rundown of how it’s different.

Go live in minutes with a risk-free simulation

Forget about endless onboarding calls and complicated configurations. eesel AI is fully self-serve. You can connect your helpdesk (there's even a one-click Gorgias integration) and get going in minutes.

Our best feature, though, is the simulation mode. Before our AI ever talks to a real customer, you can test it on thousands of your past tickets. This gives you a data-backed forecast of how well it will perform, what its resolution rate will be, and how much money you'll save. It takes all the guesswork and risk out of launching a new AI tool, so you can go live feeling confident.

A simulation mode is a key differentiator in this Gorgias plans comparison.

Unify all your knowledge for a truly smart agent

Unlike Gorgias, eesel AI connects to over 100 knowledge sources, not just your helpdesk. By pulling in information from your wikis, internal docs, and chat tools, it builds a complete picture of how your business works.

Connecting to multiple knowledge sources is vital for a thorough Gorgias plans comparison.

This creates a much smarter AI agent that can give accurate, context-aware answers to a way wider range of customer questions. It’s the difference between an AI that just knows your support macros and an AI that knows your entire company.

Get transparent and predictable pricing

We think your tools should help you grow, not charge you a penalty for it. That’s why eesel AI’s pricing is based on the features and capacity you need. There are no per-ticket or per-resolution fees. Ever.

Your bill is the same every month, so you can actually budget for it and never have to sweat about surprise overage charges after a big sale. It’s a pricing model that scales with you, not against you.

Here's a simple table to sum it all up:

Is Gorgias the right tool for your team?

After a detailed Gorgias plans comparison, it's pretty clear that while it has its place, it's definitely not the right choice for every team.

Gorgias can be a decent starting point for brand-new Shopify stores with low, steady ticket numbers that don't need serious AI automation. Its e-commerce integrations are handy for getting a basic support system off the ground.

But for any business that actually plans to grow, the strange pricing model, tricky setup, and limited AI become major roadblocks. The unpredictable costs can wreck your budget, and an AI that just "assists" doesn't deliver the time savings that real automation should.

If you're looking for an AI platform that works with your existing tools, learns from all your company knowledge, and has a pricing model that doesn't punish you for success, it might be time to see what a more modern solution can do for you.

See how eesel AI can automate your support and book a demo today.