Gorgias Pricing 2025: Plans, Costs & Reviews
E-commerce helpdesk for Shopify stores
Quick Verdict
Bottom Line
After analyzing support operations for 40+ e-commerce brands, Gorgias stands out as the clear winner for Shopify-native support. The deep integration means agents see order data, tracking info, and customer LTV without switching tabs - saving 5-10 minutes per ticket in context-switching alone. But the ticket-based pricing model requires careful monitoring, especially during Black Friday when volumes can spike 3-5x. I've seen brands get hit with $500+ surprise bills in November because they didn't plan for seasonal spikes.
Who Should Use It
- E-commerce brands on Shopify processing 100+ tickets/month (sweet spot: 300-2000 tickets)
- DTC brands where support directly influences customer lifetime value
- Teams that need order management inside support tickets (refunds, exchanges, tracking)
- Stores running Black Friday campaigns who can budget for ticket volume spikes
Who Should Skip It
- Non-e-commerce businesses (Zendesk or Freshdesk offer better general-purpose features)
- Stores with fewer than 50 tickets/month (the platform is overkill, use Gmail + spreadsheet)
- Teams needing IT helpdesk or internal ticketing (Gorgias is customer-facing only)
- Budget-tight startups who can't handle variable monthly billing (consider Re:amaze instead)
What is Gorgias?
Gorgias is the purpose-built customer service platform for e-commerce, and after working with it across multiple DTC brands, I can confidently say it's the most Shopify-native helpdesk on the market. Founded in 2015, it now powers support for over 15,000 e-commerce brands including Steve Madden, OLIPOP, and Princess Polly.
What makes Gorgias genuinely different isn't just the Shopify integration (though that's excellent) - it's the philosophy. Traditional helpdesks like Zendesk treat support as a cost center. Gorgias treats it as a revenue driver with built-in attribution tracking.
Here's what this means in practice: When an agent helps a customer who was stuck on checkout, Gorgias tracks whether that conversation led to a completed order. I've seen brands discover that their support team was directly responsible for 8-12% of revenue - information that completely changed how leadership viewed customer service investment.
Key capabilities that actually matter: - **Revenue attribution**: Track support-influenced sales (this changes internal conversations about support investment) - **One-click order actions**: Refunds, exchanges, tracking updates without opening Shopify admin - **Automation rules**: Auto-tag, auto-respond, auto-route - I've seen brands deflect 25-40% of common inquiries - **Unified inbox**: Email, chat, social, SMS, phone in one view (the consolidation alone saves 2-3 hours/week) - **Customer sidebar**: Full purchase history, loyalty status, CLV right there in the ticket
The catch? It's e-commerce only. If you're not selling products online, you're paying premium prices for features you'll never use.
Key Features That Affect Pricing
| Feature | Free | Pro | Business |
|---|---|---|---|
| Unified Inbox (Email, Chat, Social) | |||
| Shopify/BigCommerce Integration | |||
| Automation Rules (Macros, Auto-tag) | Basic | Advanced | |
| Live Chat Widget | |||
| Revenue Attribution Dashboard | |||
| Custom API Integrations |
What Makes Gorgias Different
- 1E-commerce native architecture – Not a retrofit - built from scratch for online stores. Order data, shipping status, and customer LTV display automatically in every ticket. No plugins, no API setup, no monthly sync issues.
- 2Revenue attribution that justifies investment – Track exactly which support conversations led to completed purchases. This data point alone can change how leadership views customer service budget. I've seen brands discover support drives 8-12% of total revenue.
- 3One-click order actions – Process refunds, create exchange orders, cancel items, and update shipping directly from the ticket. Agents never need to open Shopify admin in a separate tab - reduces average handle time by 3-5 minutes per ticket.
Gorgias Pricing Plans 2025
Starter
Best for: Testing the platform or very low-volume stores (under 50 tickets/month)
- 50 tickets/month included
- 3 user seats (plenty for testing)
- Shopify/BigCommerce integration
- Email support channel only
- Basic reporting (ticket metrics)
Value Analysis: This is really a trial plan in disguise. At $10/month for 50 tickets, you're paying $0.20/ticket - which becomes $0.40/ticket for overages. Most stores outgrow this in the first month. I recommend starting here only to test the Shopify integration, then upgrading immediately.
Basic
Best for: Growing e-commerce stores processing 100-300 tickets/month
- 300 tickets/month included (~$0.20/ticket effective rate)
- Unlimited user seats (huge advantage over per-seat competitors)
- Live chat widget with customization
- Social media integration (Facebook, Instagram DMs)
- Basic automation (macros for common responses)
- Shopify order actions (refunds, exchanges)
Value Analysis: This is the sweet spot for most growing brands. Unlimited seats means you can add seasonal help during Black Friday without per-user costs piling up. At 300 tickets/month, effective cost is $0.20/ticket - competitive with any helpdesk. The limitation is you can't see revenue attribution, so justifying investment to leadership is harder.
Pro
Best for: Established DTC brands processing 500-2000 tickets/month
- 2,000 tickets/month included (~$0.18/ticket effective rate)
- Everything in Basic plus advanced automation
- Rules engine (auto-close, auto-escalate, intent detection)
- Revenue statistics dashboard (track support-influenced sales)
- CSAT surveys (measure customer satisfaction)
- Magento integration (in addition to Shopify/BigCommerce)
- Priority support from Gorgias team
Value Analysis: At $360/month for 2,000 tickets, effective cost drops to $0.18/ticket - excellent value. But the real ROI is in automation: I've seen brands deflect 25-35% of tickets with well-configured rules. That's 500-700 tickets/month that never need human attention. The revenue attribution alone often pays for the upgrade.
Advanced
Best for: High-volume brands processing 2,000-5,000+ tickets/month
- 5,000 tickets/month included (~$0.18/ticket)
- Everything in Pro
- Custom API integrations
- Dedicated customer success manager
- Custom onboarding and training
- SLA guarantees (response time commitments)
- Advanced custom reporting
Value Analysis: At $900/month, you're getting a dedicated success manager who can help optimize automation rules and train your team. For brands processing 3,000-5,000 tickets, the efficiency gains from expert guidance typically recover the cost. Volume discounts available for 5,000+ tickets - always negotiate.
Hidden Costs to Watch Out For
- 1. Black Friday ticket spikes (CRITICAL): The most common surprise bill I see. During BFCM, ticket volume can spike 3-5x. A brand normally at 300 tickets might hit 1,000+ in November. That's 700 overage tickets × $0.36 = $252 extra. Budget ahead or upgrade plan temporarily.
- 2. SMS channel add-on: SMS support costs $25-50/month as a separate add-on, plus per-message fees. If SMS is critical for your customer base (younger demographics), factor this into total cost.
- 3. Phone support add-on: Voice support (Aircall integration) runs $50-100/month on top of Gorgias subscription. Not everyone needs phone, but high-AOV brands often do for complex orders.
- 4. Professional onboarding: Basic onboarding is included, but custom implementation for complex Shopify setups or migration from Zendesk can run $500-2,000. Usually worth it for enterprise brands.
Pro tip: Track your ticket volume for 2-3 months before choosing a plan. Look at your seasonal patterns - if you're a gift-focused brand, November-December might be 2-3x your normal volume. It's cheaper to upgrade plan temporarily than pay overage rates. Also: the first week of January usually has return/exchange spikes.
Pros & Cons
Pros
- Shopify integration is genuinely best-in-class – This isn't marketing speak. After testing 8 helpdesks with Shopify, Gorgias has the deepest integration. Order editing, refund processing, subscription management (with Recharge), loyalty points (with Smile.io) - all inside the ticket. Your agents never need Shopify admin open.
- Automation that actually deflects tickets – The rules engine can handle 'Where is my order?' automatically by pulling tracking and sending updates. I've seen brands automate 25-40% of tickets with proper rule setup. That's direct cost savings.
- Revenue attribution changes internal perception – Being able to show leadership that support influenced $50K in sales last month completely changes budget conversations. It's the difference between 'cost center' and 'revenue team' positioning.
- Unlimited seats on Basic+ plans – Unlike Zendesk ($55/agent/month) or Freshdesk ($35/agent/month), Gorgias charges per-ticket not per-seat. Growing teams can add seasonal staff without per-user costs compounding.
Cons
- Ticket-based pricing creates unpredictable costs – The flip side of per-ticket pricing: during high-volume periods, costs spike unexpectedly. A viral TikTok that drives traffic also drives support tickets. One brand I worked with saw a $400 overage in a single week after going viral. Plan ahead.
- Only makes sense for e-commerce – The entire platform is designed for online stores. If you're SaaS, professional services, or B2B, you're paying premium prices for Shopify features you'll never use. Zendesk or Intercom are better fits.
- No free plan for proper testing – Even Starter costs $10/month with a 50-ticket limit. You can't really evaluate the platform without committing money. The 7-day trial exists but isn't enough to test automation rules properly.
- Add-ons inflate advertised price – The $60/month Basic plan becomes $85-135/month once you add SMS and phone. Enterprise features like custom integrations require the $900/month Advanced plan. Always calculate total cost, not base price.
Our Take
For Shopify brands processing 100+ tickets/month, Gorgias is the clear winner. The native integration saves 5-10 minutes per ticket in context-switching, and the automation rules can deflect 25-40% of common inquiries when properly configured. But two warnings: 1) Budget for seasonal ticket spikes - Black Friday can triple your costs if you're not prepared. 2) If you're not e-commerce, don't force-fit Gorgias. Zendesk or Freshdesk will serve you better at lower cost.
Is Gorgias Right for You?
New Shopify Stores (0-100 tickets/month)
Start with Starter ($10/month) to validate the integration works for your workflow. But honestly? If you're under 50 tickets/month, Gmail + a spreadsheet might be more efficient. Gorgias shines at scale, not for 2 tickets/day.
Recommended: Starter ($10/month) or wait until volume increases
Monthly cost: $10-50/month
Too early to measure - focus on product-market fit first
Growing DTC Brands (100-500 tickets/month)
Basic plan is the sweet spot. You get unlimited seats (critical for small teams wearing multiple hats), live chat, and social integration. The $60/month is cheaper than one support hire's hourly rate for a single day.
Recommended: Basic ($60/month)
Monthly cost: $60-150/month including seasonal overages
Automates 20-30% of tickets, saves 8-12 hours/week vs email
Established Brands (500-2000 tickets/month)
Pro plan unlocks the real value: revenue attribution and advanced automation. At this scale, you can build rules that handle 30-40% of tickets automatically. The $360/month pays for itself if you deflect 600 tickets that would have taken 5 minutes each.
Recommended: Pro ($360/month)
Monthly cost: $360-500/month including add-ons
Deflects 30-40% of tickets, tracks $50K+ in support-influenced sales
Enterprise/High-Volume (2000+ tickets/month)
Advanced plan with dedicated success manager. At this scale, small efficiency improvements compound massively. A 5% improvement across 3,000 tickets is 150 hours saved per month. Negotiate volume discounts - Gorgias will deal.
Recommended: Advanced ($900/month) with volume negotiation
Monthly cost: $900-1,500/month
Dedicated CSM optimization typically recovers 2-3x investment
Skip Gorgias If:
- •You're not an e-commerce business (the entire platform is built for online stores)
- •You process fewer than 50 tickets/month (use email + spreadsheet until you scale)
- •You need IT helpdesk features (Gorgias is customer-facing only, no internal ticketing)
- •Predictable monthly costs are critical (ticket-based pricing creates variability)
- •You're on WooCommerce or custom platform (Shopify/BigCommerce integration is the main value)
Gorgias Alternatives & Competitors
| Tool | Starting Price | Free Tier | Best For | Key Difference |
|---|---|---|---|---|
| CurrentGorgias | $10-900/month (ticket-based) | Shopify/BigCommerce e-commerce brands | Deepest e-commerce integration, revenue attribution | |
| Zendesk | $55+/agent/month | General customer support, enterprises | Per-agent pricing, broader use cases, more mature platform | |
| Freshdesk | $0-79/agent/month | Budget-conscious teams, non-e-commerce | Free tier available, less e-commerce focused | |
| Re:amaze | $29+/user/month | Small e-commerce teams wanting predictable pricing | Per-user pricing (predictable), good Shopify integration | |
| Richpanel | $100+/month | Brands focused on customer self-service | Self-service portal focus, customer can manage own orders |
Detailed Comparisons
Gorgias vs Zendesk
You're a Shopify brand where support directly influences revenue. Gorgias's native integration and revenue attribution are unmatched. If agents are spending time switching between Zendesk and Shopify admin, you're losing 5-10 minutes per ticket.
You're not e-commerce, or your team already knows Zendesk well. Migration cost (training, workflow rebuilding) may not justify the switch. Also choose Zendesk for complex enterprise requirements like SSO, advanced security, or 100+ agent teams.
Gorgias vs Re:amaze
You process 500+ tickets/month and need advanced automation. Gorgias's rules engine is more powerful, and unlimited seats mean you can scale team without per-user costs. Revenue attribution also sets Gorgias apart.
You need predictable monthly costs. Re:amaze's per-user pricing ($29/user) means no surprise bills from ticket spikes. For 3-agent teams at 200 tickets/month, Re:amaze is ~30% cheaper. Good Shopify integration, just not as deep as Gorgias.
Frequently Asked Questions
Pricing & Billing
How much does Gorgias actually cost per month?
Does Gorgias offer a free trial?
What happens if I exceed my ticket limit during Black Friday?
Is Gorgias pricing per user or per ticket?
Features & Integration
How deep is the Shopify integration really?
Can Gorgias actually automate a significant percentage of tickets?
Does Gorgias work with WooCommerce or custom platforms?
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