Gorgias
Gorgias is an ecommerce helpdesk with an AI Agent for support and sales. See 2026 ticket-based pricing, AI resolution costs, and top alternatives.
About Gorgias
What is Gorgias (2026 update)
Gorgias is a customer support and conversational AI platform built specifically for ecommerce brands, most commonly used on Shopify. It centralizes email, live chat, social, and phone support into one helpdesk and layers an AI Agent on top that can answer questions and take actions like checking order status or processing a return without a human agent.
What is new in 2026
The major shift in 2026 is Gorgias AI Agent 2.0, which pivots the tool from a cost-saving support bot into a revenue-driving assistant. Rather than only waiting for customers to ask a question, the AI Agent now proactively starts conversations at key moments, such as when a shopper lands on the homepage, browses a specific product, or starts typing in search. New capabilities include a Shopping Assistant for pre-purchase guidance, intent-based discounting that offers a deal only when it senses hesitation, and WhatsApp Cart Recovery introduced in the Spring 2026 release. Action Orchestration lets the AI perform tasks directly in Shopify or a connected CRM, such as editing a subscription or issuing a refund, without a human stepping in.
Key features
- Unified helpdesk for email, chat, social, and phone in one inbox
- AI Agent that autonomously handles order tracking, returns, refunds, and subscription edits
- Proactive chat that engages shoppers at key moments in the browsing journey
- Shopping Assistant for pre-purchase product questions
- Intent-based discounting and WhatsApp Cart Recovery for recovering abandoned carts
- Action Orchestration to trigger real actions in Shopify or a CRM, not just answer questions
- Unlimited agent seats, since pricing is based on ticket volume rather than per-agent seats
Pricing in 2026
Gorgias prices its helpdesk by ticket volume with unlimited user seats, and bills the AI Agent separately per resolution. Annual billing brings the monthly cost down by roughly 16%, and going over your plan’s ticket allowance costs extra per ticket.
| Plan | Price | What you get |
|---|---|---|
| Starter | $10/month | Up to 50 tickets/month, unlimited seats, overage at $0.40/ticket |
| Basic | $60/month ($50/month annual) | Up to 300 tickets/month, overage at $0.40/ticket |
| Pro | $360/month ($300/month annual) | Up to 2,000 tickets/month, overage at $0.36/ticket |
| Advanced | $900/month ($750/month annual) | Up to 5,000 tickets/month, overage at $0.36/ticket |
| Enterprise | Custom | 5,000+ tickets/month, overage at $0.32/ticket |
| AI Agent (add-on) | $1.00/resolution ($0.90 annual) | Billed per conversation the AI fully resolves, in addition to base plan ticket pricing |
Who should use it
Gorgias fits ecommerce brands, especially on Shopify, that want to consolidate support channels into one inbox and reduce ticket volume with an AI Agent that can actually take action, not just answer FAQs. The 2026 proactive chat and shopping assistant features make it a stronger fit for stores that want support chat to also drive sales, not only resolve complaints. It is less suited to non-ecommerce businesses or teams with very low ticket volume, since ticket-based pricing can get expensive fast as volume grows.
Limitations and alternatives
Because pricing is tied to ticket count rather than seats, growing stores can see costs rise quickly, and a conversation the AI resolves can be billed both as a ticket and as a resolution, effectively double-charging for that interaction. Overage fees per ticket also add up for stores with spiky volume. Check the official pricing page for current rates before budgeting, since ticket-based SaaS pricing tends to shift over time.
Alternatives worth comparing include Zendesk, which offers broader industry support beyond ecommerce, Re:amaze, a lighter helpdesk built for smaller Shopify stores, and Intercom, which pairs a similar AI agent with a wider customer messaging toolkit.
Frequently asked questions
How much does Gorgias cost per month?
Plans start at $10/month for the Starter tier (50 tickets) and scale up to $900/month for Advanced (5,000 tickets), with custom Enterprise pricing above that. The AI Agent is billed separately at $1.00 per resolution.
Is Gorgias priced per agent seat?
No, Gorgias includes unlimited agent seats on every plan. Pricing is based on ticket volume instead, with overage fees if you exceed your plan's allowance.
What does the Gorgias AI Agent do in 2026?
AI Agent 2.0 proactively starts conversations at key browsing moments, acts as a shopping assistant, offers intent-based discounts, handles WhatsApp cart recovery, and can take real actions in Shopify like processing refunds.
What are the best Gorgias alternatives?
Zendesk, Re:amaze, and Intercom are commonly compared alternatives for ecommerce and general customer support helpdesks.
Information last verified: September 2026.
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