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. It offers a structured pricing model based on "tickets," which is designed to scale alongside your business as you grow.

This guide will give you a clear breakdown of the Gorgias plans, with a close look at the Gorgias Pro plan. We’ll unpack the value it provides, the features you get, and how it helps you manage support. We'll also explore how modern AI platforms can work as a complementary partner to offer a predictable and powerful 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 can work efficiently from a single interface.

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 move fast.

A complete breakdown of Gorgias pricing plans

Gorgias sets up its pricing in tiers based on how many "billable tickets" your team handles each month. A standout feature of Gorgias is that every plan except the smallest "Starter" plan comes with unlimited users. This is a great benefit, as you can grow your team without being penalized by seat-based costs. Instead, your investment is tied to your actual support volume.

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 move through the tiers, Gorgias unlocks sophisticated features like revenue statistics and satisfaction surveys, which are essential for businesses that want to use their support data to drive strategy.

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 offers a substantial increase in capacity compared to the Basic plan. Let's dig into the features you're getting for that investment.

What features does the Gorgias Pro plan unlock?

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

• Significant ticket volume: The most obvious perk is the jump from 300 to 2,000 included tickets. This is designed for businesses that are seeing a steady increase in customer engagement.

• Revenue statistics: This is a powerful feature. It helps you see how many sales are directly coming from your support team's conversations. It’s a great way to show that your customer service team is a genuine profit driver.

• Satisfaction surveys (CSAT): The Pro plan lets you send out satisfaction surveys after a ticket is closed. This provides you with direct feedback to measure your team's performance and customer happiness.

• Magento integration: If your store is built on Magento, this plan offers the native integration you need for a smooth, unified workflow.

Considerations for the Gorgias Pro plan

While the features are robust, there are a few things to keep in mind when managing your Pro plan.

• Managing your ticket volume: 2,000 tickets per month is a healthy allowance, but busy stores might see this volume increase during peak seasons or sales events. Staying aware of your volume helps you manage potential overage costs effectively.

• Foundational automation: The plan includes helpful rules and macros for efficient responses. For brands looking for even more advanced AI capabilities, Gorgias offers "AI Agent" options as add-ons. Many brands also choose to pair Gorgias with specialized tools like eesel AI to gain more flexibility in their automation budget.

• Onboarding support: The Pro plan includes "lite onboarding" to help you get started. For brands that want a more hands-on setup experience, higher tiers offer more dedicated support options.

This is where integrating a complementary platform like eesel AI can be very beneficial. With eesel AI, you can add an extra layer of powerful automation that works alongside Gorgias, giving you even more control over your support capacity without needing a complex setup process.

Understanding the Gorgias Pro plan ticket-based model

The Gorgias pricing model is built around the concept of "billable tickets," which allows your costs to scale naturally as your interaction volume grows.

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

Gorgias defines a ticket as "billable" if it receives any response. This includes replies from human agents, as well as automated responses triggered by rules or the AI.

This model ensures that the platform is accounting for all the support work being handled:

• System auto-replies to inquiries.

• Customer interactions via proactive chat pop-ups.

• Ongoing customer conversations that keep your team engaged.

Managing volume and seasonal spikes on the Gorgias Pro plan

During periods of high growth, such as Black Friday or a major product launch, you may exceed your 2,000-ticket limit. On the Pro plan, extra tickets are billed at $36 for every 100 tickets. This flexibility ensures that your support system continues to function perfectly even when your brand is having a record-breaking month. By keeping an eye on these trends, you can budget effectively for your most successful periods.

A complementary approach to the Gorgias Pro plan

To make your support even more efficient, you can use a tool like eesel AI alongside Gorgias. eesel AI offers transparent and predictable pricing based on interactions, which works beautifully in tandem with the Gorgias ticket model.

The benefit is a more balanced approach: predictable automation capacity. This helps you manage your budget during high-volume periods, as you can use AI to handle repetitive queries at a flat rate while your team uses Gorgias to provide high-quality human support.

Why eesel AI is a great choice for automation alongside the Gorgias Pro plan

While Gorgias is a world-class helpdesk for managing customer interactions, you can further enhance its capabilities with a dedicated AI platform. This provides more power, control, and transparency, all without having to replace your trusted helpdesk.

Go live in minutes with a powerful simulation

eesel AI has a one-click integration that connects to helpdesks like Gorgias, Zendesk, and other major platforms. A standout feature is the simulation mode. Before turning the AI live for your customers, you can test it against thousands of past tickets. This shows you exactly how the AI would respond and what your automation rate will look like, removing the guesswork from your AI strategy.

Unify all your knowledge with eesel AI and Gorgias

Gorgias's automation uses helpful macros for quick responses. eesel AI takes this further by learning from all of your brand's knowledge sources. It can connect to your help center, past tickets, and internal documentation in Google Docs or Confluence. This allows it to provide nuanced, accurate answers that complement the manual support your team provides in Gorgias.

Gain more control of your automation

By using eesel AI with Gorgias, you are in the driver's seat. You decide exactly which types of tickets the AI should handle and which should go directly to your team in Gorgias. You can start by automating simple questions like "where is my order?" and gradually expand as you see the results. It’s a flexible, controlled way to scale your support operations.

Gorgias Pro plan: A helpdesk that grows with you

The Gorgias Pro plan is a powerful solution for growing e-commerce brands. Its ticket-based pricing model is designed to support you as you scale, and its deep integrations make it an industry leader for a reason. While managing ticket volume is part of the process, the value Gorgias provides in centralizing your support is unmatched.

For businesses that want to maximize their efficiency, using a dedicated AI platform like eesel AI alongside Gorgias is a sustainable and effective way to grow. This combination gives you the best of both worlds: a robust, reliable helpdesk and specialized, predictable AI automation.

Enhance your Gorgias support today

Ready for powerful AI that works seamlessly with your Gorgias helpdesk? Try eesel AI for free and see how you can further optimize your customer support in just a few minutes.