Gorgias pro plan review: A deep dive into its pricing and features

Choosing the right helpdesk is a big deal for any e-commerce business, and if you’ve been looking around, you’ve definitely heard of Gorgias. It’s built for e-commerce and connects with all the tools you’re probably already using. But let’s be honest: the pricing can be a real headache. It’s all based on "tickets," which sounds simple, but it often leads to unpredictable costs that can creep up on you as your business grows.

This guide will give you a completely straight-up breakdown of the Gorgias plans, with a close look at the Gorgias Pro plan. We’ll unpack what it really costs, the features you get, and where it might let you down. We'll also explore how modern AI platforms can offer a more predictable, powerful, and budget-friendly way to handle customer support.

What is Gorgias?

Think of Gorgias as a command center for your e-commerce customer service. It was built specifically for online stores, especially those on platforms like Shopify, BigCommerce, and Magento. The whole idea is to pull all your customer conversations, from email, live chat, and social media, into one place so your team isn’t juggling a dozen different tabs.

Its biggest selling point is how deeply it integrates with e-commerce platforms. This lets your support agents see a customer's entire order history and even do things like issue refunds or update an address without ever leaving the Gorgias dashboard. It’s a tool made for direct-to-consumer (DTC) brands that need to work quickly.

A screenshot of the Gorgias dashboard, a key feature of the Gorgias Pro plan, showing its user interface and integrations.

A complete breakdown of Gorgias pricing plans

Okay, let's talk money. Gorgias sets up its pricing in tiers based on how many "billable tickets" your team handles each month. It's worth pointing out that every plan except the smallest "Starter" plan comes with unlimited users. That’s a nice touch, since you don't get penalized for growing your team. The catch, however, is that your cost is tied directly to your support volume, which can be a double-edged sword.

Here’s a full comparison of the Gorgias plans so you can see how they stack up.

Plan	Monthly Price	Included Billable Tickets	Overage Cost (per 100 tickets)	Key Features	Best For
Starter	$10/mo	50	N/A (+$0.40/ticket)	3 user seats, Email, Chat, Social, Shopify/BigCommerce integration	Tiny stores just getting started.
Basic	$60/mo	300	$40	Unlimited users, Macros & Rules, 150+ integrations	Small teams with a steady, low ticket volume.
Pro	$360/mo	2,000	$36	Everything in Basic + Revenue Statistics, Satisfaction Surveys, Magento integration	Growing brands that need more volume and some analytics.
Advanced	$750/mo	5,000	$36	Everything in Pro + Dedicated Support Specialist	Larger teams with high ticket volume and more complex needs.
Enterprise	Custom	Custom	Custom	Everything in Advanced + Custom services, SLAs	High-volume businesses, often with multiple brands.

As you can see, the price jumps are pretty steep. Important features like revenue statistics and satisfaction surveys are gated behind the more expensive tiers, which forces growing businesses into some tough spending decisions.

The Gorgias Pro plan: A deep dive into what you get

The Gorgias Pro plan is usually the first tier that scaling e-commerce businesses start to look at seriously. At $360 a month for 2,000 tickets, it's a huge jump from the $60 Basic plan. So, let's dig into what you're actually paying for.

What features does the Gorgias Pro plan unlock?

Moving up to the Pro plan gives you a few features that are pretty important for businesses trying to be more strategic with their support.

• More Ticket Volume: The most obvious perk is the jump from 300 to 2,000 included tickets. This is meant for businesses that are seeing a steady increase in customer questions.

• Revenue Statistics: This is a big one. This feature helps you see how many sales are directly coming from your support team's conversations. It’s a great way to start showing that your customer service team is a profit driver, not just a cost.

• Satisfaction Surveys (CSAT): The Pro plan lets you send out satisfaction surveys after a ticket is closed. This gives you a direct way to measure how well your support is doing and whether your customers are happy.

• Magento Integration: If your store is built on Magento, this is the first plan that offers a native integration, which is non-negotiable for a smooth workflow.

The limitations and hidden costs of the Gorgias Pro plan

While those features are good, the Pro plan has some serious drawbacks and potential costs you need to know about.

• The Price-to-Volume Ratio: Is 2,000 tickets for $360 a month a good deal? For a busy store, especially during a sale or promotion, 2,000 tickets can get eaten up surprisingly fast. The moment you cross that limit, you start getting hit with overage fees, which makes your monthly bill a guessing game.

• Limited Automation: The plan comes with basic rules and macros, which are fine for simple canned responses. But Gorgias’s more advanced "AI Agent" features are often sold as add-ons, and they usually charge you per resolution. This means the more you try to automate, the more your bill can swing, adding even more uncertainty to your costs.

• "Lite" Onboarding: The Pro plan only includes "lite onboarding." If you want more direct help getting set up and making the most of the platform, you’re pushed to upgrade to an even more expensive plan.

This is where the model starts to feel restrictive for scaling businesses. With a platform like eesel AI, powerful automation isn't locked away in expensive tiers or confusing add-ons. You get full control to automate simple Tier 1 tickets and pass everything else to your human agents. Best of all, you can set it up yourself in minutes without having to sit through a single sales call or a long onboarding process.

Understanding the Gorgias Pro plan ticket-based model and hidden costs

The biggest headache with any Gorgias plan is the pricing model itself. It’s built around "billable tickets," a term that can be confusing and often leads to some nasty surprises on your monthly invoice.

What counts as a "billable ticket" on the Gorgias Pro plan?

Gorgias considers a ticket "billable" if it gets any kind of response. This isn't just a reply from a human agent; it also includes automated responses sent by a rule or even their AI.

This can lead to some unexpected charges. For example:

• Your system sends an auto-reply to a spam email. Yep, that could be a billable ticket.

• A customer replies to one of your proactive chat pop-ups on your site. That's another one.

• A customer replies to an old conversation, which can sometimes trigger the system to open a brand-new billable ticket.

The problem with Gorgias Pro plan overages and seasonal spikes

When you go over your monthly ticket limit, the overage charges kick in. On the Pro plan, that’s $36 for every extra 100 tickets. It might not sound like a lot, but it adds up quickly.

Picture this: you have a killer Black Friday sale. Orders are flying in, and so are the support tickets. A successful sales event could easily pile on thousands of extra tickets, landing you with a bill for hundreds of dollars in unplanned overage fees. This model essentially penalizes you for having a great month, making it incredibly difficult to budget for support costs.

A more predictable alternative to the Gorgias Pro plan

This is a totally different world from the model used by a tool like eesel AI. eesel AI offers transparent and predictable pricing based on the number of AI interactions you use, not the number of tickets you get.

The benefit here is simple: no per-resolution fees and no surprise overage bills. You pay a flat, predictable rate for a certain capacity. Your costs don't suddenly jump just because you had a successful promotion. This approach helps you align your support costs with your budget, giving you the financial stability you need to grow.

Why eesel AI is the smarter choice for automation over the Gorgias Pro plan

While Gorgias is a decent helpdesk for managing tickets by hand, its main purpose isn't automation. For businesses that are serious about using AI to scale support without breaking the bank, a dedicated AI platform gives you much more power, control, and transparency, all without having to replace your current helpdesk.

Go live in minutes with a powerful simulation

eesel AI has a one-click integration that connects to helpdesks like Gorgias, Zendesk, and Intercom. But its most helpful feature is the simulation mode. Before you ever turn the AI on for your live customers, you can run it on thousands of your past tickets. This shows you exactly what your automation rate would be, how the AI would respond, and what your return on investment looks like. It takes all the financial risk and guesswork out of the equation.

A screenshot of eesel AI's simulation mode, which offers a better way to test automation than the Gorgias Pro plan, showing how the AI would reply to past tickets.

Unify all your knowledge beyond the Gorgias Pro plan macros

Gorgias's automation relies mostly on pre-written macros and canned responses. eesel AI, on the other hand, learns from all of your knowledge sources. It connects to your past tickets, your help center, and even internal documents in Google Docs or Confluence. This allows it to give answers that are far more accurate and nuanced than any system that's just pulling from a list of macros.

A screenshot showing how eesel AI connects to multiple knowledge sources, a feature that goes beyond the basic macros of the Gorgias Pro plan.

Gain total control of your automation

With eesel AI, you’re in the driver's seat. You decide exactly which types of tickets the AI should handle. You can start small, telling it to only automate the common "where is my order?" questions, and then expand its duties as you get more comfortable. It’s a gradual and controlled process, unlike in Gorgias, where automation can feel like an expensive, all-or-nothing add-on.

Gorgias Pro plan: Choose a helpdesk that grows with you

Look, the Gorgias Pro plan isn't a bad product. It has some solid features for growing e-commerce brands, but its ticket-based pricing creates real problems for scaling and budgeting. The constant worry about overage fees, especially during your busiest seasons, means you can end up getting punished for your own success.

For businesses looking to invest in a support solution that offers powerful, controllable AI with clear and predictable costs, using a dedicated AI platform that works with your existing tools is the most sustainable way to go.

Take control of your customer support automation

Ready for predictable pricing and powerful AI that works with the helpdesk you already have? Try eesel AI for free and see how much you can automate in just a few minutes.