Gorgias review (2026): features, pros and cons, and what to check before you buy
Ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context.
Our take for buyers
Gorgias is a helpdesk built for ecommerce merchants, with Shopify-centered customer context and email, chat, voice and SMS channels. Shortlist it if you run an online store and want live chat and store data in one place. Reviewers praise the responsive support team, though the Shopify App Store rating of 4.2 from 624 reviews suggests uneven satisfaction. Gorgias targets ecommerce merchants from small to enterprise.
It is a poor fit for non-ecommerce support teams. Because pricing is by ticket volume, your plan tier depends on how many conversations you handle, so model your real ticket counts, including those the AI Agent would generate, before you compare vendors. Reviewers also mention that ticket overages raise cost, so involve finance early in the evaluation and ask for the plan allowances in writing.
Pros
- Responsive support team (Shopify app reviews)
- Live chat and store context in one place.
Cons
- Mixed Shopify app rating (4.2 of 624) suggests uneven satisfaction.
- Ticket overages raise cost.
- Best for
- Shopify-style online stores that want unlimited agents on a ticket-based price.
- Starting price
- $10/month (Starter, 50 tickets, monthly only)
- G2 rating
- No G2 rating found
What is Gorgias?
Ecommerce-focused helpdesk that bills by ticket volume rather than by agent, with Shopify-centered customer context. Gorgias is a help desk for online stores that bills by ticket volume instead of by agent. Shopify-centered customer context, email, chat, voice and SMS suit ecommerce merchants, but overage fees of $0.36 to $0.40 per ticket can add up. Gorgias was founded in 2015 and is based in San Francisco, US (founded in Paris).
Category: Help Desk Software
Gorgias key features
| Criterion | What we found |
|---|---|
| Channel coverage | Email, chat, voice and SMS (Voice and SMS as add-ons billed by usage) |
| AI agents and assistance | AI Agent priced per automated interaction. |
| Pricing model | Ticket-volume tiers, unlimited agents per page claim of 'never per agent'. |
| Target company size | Ecommerce merchants, small to enterprise. |
Gorgias plans and pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Starter | $10 | per month | 50 tickets, monthly billing only, overage $0.40 |
| Basic | $50 annual / $60 monthly | per month | 300 tickets |
| Pro | $300 annual / $360 monthly | per month | 2,000 tickets, overage $0.36 |
| Advanced | $750 annual / $900 monthly | per month | 5,000 tickets |
| Enterprise | Custom | quote | Over 5,000 conversations a month |
AI Agent: $0.90 per automated interaction on annual, $1.00 monthly, $1.50 beyond plan allowance; each AI interaction also counts as a ticket. 7-day free trial, no payment info. Page also showed conflicting monthly numbers in its product data (Basic $77, Pro $471, Advanced $1,227), confirm before relying.
Who should shortlist Gorgias
A strong fit for
- Shopify-style online stores that want unlimited agents on a ticket-based price.
- Small stores starting from 50 tickets a month.
A weak fit for
- Non-ecommerce support teams.
- High-volume stores worried about overage fees of $0.36 to $0.40 per ticket.
Gorgias alternatives
ZendeskSupport teams that want a broad omnichannel suite with a regional data hosting option.
FreshdeskSMB support teams wanting low entry price and SAML SSO on every plan.
Help ScoutSmall support teams under 25 users that want a simple inbox plus Docs.
FrontTeams that work out of shared email addresses and need internal comments and assignment.
HubSpot Service HubCompanies already on HubSpot CRM wanting tickets tied to contact records.
HelpDeskSmall support teams that want flat per-user pricing with no per-ticket fees.
Security, admin and compliance
Gorgias supports Google and Microsoft 365 SSO, but the plan that includes it is not stated. Audit logs are mentioned on the pricing page without a plan. SCIM, data residency, a DPA, support terms and security certifications are not published, so ask for each. Annual plans are billed upfront for 12 months, and auto-renewal terms are not published. Monthly billing is available except on Starter. Gorgias pages show conflicting monthly numbers, so confirm the final price in writing.
- SAML SSO
- Google and Microsoft 365 SSO; plan not stated.
- Audit logs
- Mentioned on pricing page, plan not stated.
Contract and buying terms
- Contract
- Monthly plan available except Starter; annual billed upfront.
- Starting price
- $10/month (Starter, 50 tickets, monthly only)
- Pricing model
- Per ticket volume (not per agent)
- Free plan or trial
- Free trial.
What to test in a Gorgias demo or trial
Connect your Shopify store and check what customer and order context appears inside a ticket. Send test tickets through email, chat, voice and SMS, remembering that voice and SMS are add-ons billed by usage. Trial the AI Agent on real questions and count how many tickets it generates, since each automated interaction also counts as one. Check reporting and automation depth yourself, because the vendor pages do not detail them. Use the 7-day trial to forecast monthly ticket volume against plan limits.
Questions to ask Gorgias before you sign
These are the points Gorgias's public pages leave open. Get the answers in writing before procurement signs off.
- Is SCIM provisioning included, or a paid add-on?
- Where is our data stored, and can we choose the region?
- Can we sign your standard DPA without changes?
- What will the price be at renewal, and is the increase capped?
Things to know before a demo
- Pricing is by ticket count, so agent count does not change the price.
- AI interactions also count as tickets, so automated volume can push you into overage.
- Starter is monthly only; 17% saving on annual for Basic to Advanced is derived from list prices.
- SSO is supported for Google and Microsoft 365 accounts; plan not stated on the pricing page.
- Shopify App Store rating 4.2 from 624 reviews.
Gorgias FAQ
What is Gorgias used for?
Gorgias is a help desk for online stores that bills by ticket volume instead of by agent. Shopify-centered customer context, email, chat, voice and SMS suit ecommerce merchants, but overage fees of $0.36 to $0.40 per ticket can add up. It suits shopify-style online stores that want unlimited agents on a ticket-based price.
Does Gorgias support SSO?
Gorgias supports Google and Microsoft 365 SSO. The pricing page does not say which plans include it, so confirm before buying.
Who is Gorgias best for?
Shopify-style online stores that want unlimited agents on a ticket-based price. It is a weak fit for non-ecommerce support teams.
Does Gorgias offer audit logs?
The pricing page mentions audit logs but does not state which plan includes them. Ask sales to confirm the tier.
Vendor profile
- Founded
- 2015.
- Headquarters
- San Francisco, US (founded in Paris)
- Employees
- 250-500 (estimates range 250 to 476)
- Funding or owner
- Series C $104M (Aug 2022) plus $29M Series C-2 from existing investors.
Sources
Every fact on this page comes from Gorgias's own pricing, product or documentation pages, G2 and company records, checked on October 24, 2026. Unknown values are left out instead of estimated.