A complete guide to Gorgias pricing in 2025

So, you’re running an e-commerce store, probably on Shopify, and the name Gorgias keeps popping up. It’s a big deal in the helpdesk world for a good reason: it’s built specifically for online sellers. But when you start looking at the Gorgias pricing page, things can get… well, a little complicated.

Picking a support platform is a big decision. It’s not just about flashy features. You need a pricing model that grows with you, not one that gives you a mini heart attack every time you get the monthly bill. We’re here to cut through the noise and give you a straight-up guide to how Gorgias structures its pricing. We’ll dig into every plan, shine a light on potential hidden costs, and help you decide if this ticket-based system actually makes sense for your business, especially when things get hectic during sales season.

What is Gorgias?

At its core, Gorgias is a customer service platform designed from the ground up for e-commerce stores. Its whole purpose is to gather every customer conversation you have, email, live chat, social media DMs, you name it, and put them all into one clean dashboard. Think of it like a command center for your entire support operation.

A screenshot of the Gorgias dashboard, showing how it consolidates customer conversations into a single view.

Where Gorgias really shines is its tight integration with platforms like Shopify, BigCommerce, and Magento. This means your support agents can see a customer’s full order history, tweak shipping info, or process a refund without ever leaving the Gorgias screen. No more juggling a dozen tabs. It’s designed to make support quicker by having all the important customer info in one place.

How Gorgias pricing works: The ticket-based model

Okay, let’s get into the nuts and bolts of Gorgias pricing. The first thing to wrap your head around is that they don’t charge you per agent. Whether you have a tiny team of three or a massive crew of 500, the monthly fee for most plans stays the same. Instead, Gorgias bills you based on the number of "billable tickets" your team handles. That sounds great for growing teams, right? It can be, but it also means your monthly costs can be a bit of a moving target.

What counts as a billable ticket?

This is the big question, isn’t it? What exactly is a "billable ticket"? It’s not every single message that comes in. According to Gorgias, a conversation officially becomes billable the second it gets a reply from your helpdesk.

That reply could come from a few places:

1. A human agent typing out a response.

2. An automated Rule you’ve set up, like an instant auto-reply.

3. The Gorgias AI Agent suggesting or sending a response.

The good news? Once a ticket is counted as billable, you can chat back and forth with the customer on that same thread as much as you need without any extra charges. The bad news? As we’re about to see, there are a few sneaky exceptions that can catch you off guard.

Hidden costs and the unpredictability of per-ticket billing

On the surface, paying per ticket seems straightforward. But in practice, it can make your budget feel like a rollercoaster. Here are a few ways your bill can creep up on you:

• Seasonal Spikes: Think Black Friday or that huge holiday sale you have planned. Your ticket volume can explode overnight. With Gorgias, that surge means you’ll be blowing past your plan’s limit and racking up overage fees, which are notoriously hard to budget for in advance.

• The Automation Paradox: Let’s say you set up a smart auto-reply to instantly confirm a customer’s order status. Super helpful, right? The catch is, every single one of those automated replies just counted as a billable ticket. You’re basically paying a penalty for being efficient.

• Reopened Tickets: A customer emails back on a ticket you closed last week. You’d think it would just reopen the old conversation, but Gorgias often logs it as a brand new billable ticket. Just like that, one customer problem has cost you double.

This is where the ticket-based model starts to feel a bit dated. It makes you hesitant to automate, which is the whole point of using modern tools. A different approach, like the one from eesel AI, flips this around. They offer predictable pricing that isn’t tied to a ticket count. It means you can set up as many helpful automations as you want without worrying that you’re just driving up your own bill. You get rewarded for being more efficient, not penalized.

A detailed breakdown of Gorgias pricing plans

Alright, let’s get into the specifics of each plan. Gorgias has a few different tiers, each aimed at businesses of a certain size.

When you lay the plans out like this, a few things jump out:

• Basic Plan: The Basic plan is a decent starting point, but you’ll feel the limitations pretty quickly if you’re trying to grow. There’s no onboarding help, so you’re left to figure out the setup yourself. The bigger issue is the lack of revenue or customer satisfaction (CSAT) stats, which makes it nearly impossible to prove how valuable your support team is.

• Pro Plan: This is the plan where you finally get those important performance metrics, but that price jump from Basic is steep. And if your brand is growing fast, that 2,000-ticket cap can feel pretty tight, pushing you towards pricey overages or another huge leap to the Advanced plan.

• Advanced/Enterprise: Once you hit this level, the ticket-based model can become a serious line item on your budget. When you’re dealing with thousands of tickets a month, even a small bump in volume can lead to a shockingly high and unpredictable bill.

The real cost: Add-ons and automation tiers

Don’t be fooled by the monthly plan price on the website, that’s just the beginning. To get the most out of Gorgias, you’ll probably need to pay for add-ons, and that’s where the costs can really start to climb.

Understanding the automation add-on

Gorgias sells an "automation" feature as a paid add-on, with different tiers that promise to automate a certain percentage of your tickets. The problem is, adding this feature can make your monthly subscription price shoot way up.

But here’s the tricky part: this "automation" is often more of an assistant than a true automator. It might suggest a tag or draft part of a reply, but one of your agents still has to step in to check it and hit send. So, you’re paying extra for the add-on, and the interaction still counts as a billable ticket. It’s a double whammy.

Voice, SMS, and other extra costs

Want to support customers over the phone or via SMS? For a lot of businesses, these aren’t optional, they’re essential. But in Gorgias, they don’t come standard. You’ll have to pay for both as separate, usage-based add-ons, which adds yet another variable to your monthly bill.

This kind of complex pricing is exactly what tools like eesel AI are built to avoid. Instead of a tangled mess of plans, add-ons, and usage fees, you get one straightforward plan that includes everything: fully autonomous AI agents, a copilot for your team, and AI-powered triage. The best part? It plugs right into the helpdesk you already use, including Gorgias, so you can get powerful, real automation without having to migrate your whole setup.

The eesel AI platform showing a simulation of how it can automate responses, providing a clear ROI before you commit.

It even has a simulation mode that shows you exactly how much you can automate and what your return on investment will be before you pay for anything. It takes all the guesswork out of it, so you can ditch the budget anxiety.

Is Gorgias pricing right for you?

Look, Gorgias is a great helpdesk for e-commerce. Nobody’s debating that. It’s packed with features built for online stores. But whether it’s the right choice for you really boils down to one thing: can you live with its ticket-based pricing? For some brands, the unlimited user seats are a massive plus. For others, the variable billing is a deal-breaker.

As we’ve covered, the downsides are pretty clear. You’re looking at unpredictable bills that can spike during sales, pricey automation add-ons that still need a human touch, and a model that feels like it punishes you for being efficient. If you’d rather have predictable costs and AI that genuinely handles issues from start to finish, it might be time to look at other options.

This video explains the tiered, ticket-based model of Gorgias pricing.

Instead of getting tangled up in a complicated pricing structure, why not see what real automation feels like? eesel AI has a simple, self-serve platform you can get running in just a few minutes. You can even run a free simulation on your own past tickets to see how much you could automate. It’s a no-risk way to see how clear, predictable pricing could change the game for your support team.