Gorgias Pricing Explained for Online Stores 2026
Gorgias plans charge by billable ticket, and AI Agent resolutions cost extra. Here is what each tier includes and what a real month might cost you.
Gorgias pricing combines a helpdesk subscription with usage charges for tickets and AI automation. A busy sales period can increase both charges, even when fewer conversations reach your staff.
Budget from billable conversations, then add automation usage. Headcount alone won’t tell you what the month costs.
Gorgias Plans at a Glance
Gorgias has four standard helpdesk tiers and a custom Enterprise option. The helpdesk and AI Agent allowances are separate.
| Plan | Helpdesk tickets per month | AI interactions in the displayed add-on |
|---|---|---|
| Starter | 50 | 30 |
| Basic | 300 | 30 |
| Pro | 2,000 | 190 |
| Advanced | 5,000 | 530 |
| Enterprise | Custom | Custom |
The pricing page has separate billing and AI Agent switches. Compare the same selections when budgeting. Adding AI Agent changes the package total, while Voice and SMS have their own usage charges.
Monthly billing keeps the commitment shorter. Annual billing lowers the displayed monthly equivalent on Basic, Pro and Advanced. Compare the annual commitment against your quieter periods as well as your peak.
For an Australian budget, separate the US-dollar subscription from the Australian-dollar payment. Exchange movements and your payment provider’s conversion fees change the amount leaving your account. Keep tax as a separate line in your budget.
What Counts as a Billable Ticket
A Gorgias ticket counts when the helpdesk sends a message through a human agent, AI Agent or Rule. Several replies within that ticket still count once.
An incoming message without a helpdesk reply doesn’t meet that test. Closing an unanswered ticket doesn’t create a reply. AI Agent can silently close spam, automated notifications and acknowledgements that need no response. An auto-reply Rule does create billable usage.
Treat closing and replying as different actions. Closing an already-replied ticket doesn’t undo its usage. Merging an unanswered duplicate into a replied email thread leaves one billable helpdesk ticket. Voice and SMS events can remain separately chargeable.
AI Agent and Automation Charges
AI Agent resolutions can count towards both the helpdesk allowance and automation usage. Human handover removes the automation fee. Gorgias uses a 72-hour window without human involvement to classify an interaction as automated.
Flows and other self-service automations can create automation-only usage. Older accounts on legacy pricing use different counting rules, with a ticket fee or automation fee for a resolved conversation. Build your forecast from your account’s pricing model.
Higher automation can lower staff workload while increasing paid AI usage. In a hypothetical month with 250 tickets, moving from 30% to 50% AI resolution changes automated interactions from 75 to 125. Against a 30-interaction allowance, excess usage rises from 45 to 95. The ticket count can stay at 250.
Your software bill and your staffing costs therefore need separate comparisons. Automating a conversation doesn’t automatically remove it from the helpdesk allowance.
Worked Examples for Three Store Sizes
A usable monthly forecast adds the helpdesk subscription to ticket overage, then adds the AI subscription and excess automated interactions. Include Voice, SMS and tax separately.
The following examples assume every conversation receives a helpdesk reply and 30% are resolved by AI Agent. Peak volume doubles, with the same automation share. These are illustrative workloads, not predictions for your store.
| Example and selected tier | Tickets: usual / peak | Tickets above allowance: usual / peak | AI interactions: usual / peak | AI above displayed allowance: usual / peak |
|---|---|---|---|---|
| Small store, Basic | 250 / 500 | 0 / 200 | 75 / 150 | 45 / 120 |
| Growing store, Pro | 1,500 / 3,000 | 0 / 1,000 | 450 / 900 | 260 / 710 |
| Larger store, Advanced | 5,000 / 10,000 | 0 / 5,000 | 1,500 / 3,000 | 970 / 2,470 |
For each row, multiply excess tickets by the helpdesk overage rate. Multiply excess AI interactions by the automation overage rate. Add those amounts to the two subscriptions. This assumes the displayed AI allowance remains selected throughout the example.
Peak spending can rise faster than total ticket volume because the subscription allowance stays fixed. A Basic store doubles its workload here and moves from zero excess tickets to 200.
Compare annual and monthly billing using the same six workload figures. Use the annual monthly equivalent for the subscription comparison, while keeping the actual annual payment visible in your cash-flow budget.
Ways to Keep the Bill Down
Reduce avoidable conversations before they become billable and size both allowances for your expected workload.
- Close unanswered duplicates and notifications that need no reply. Keep genuine customer requests in the queue.
- Put order tracking and delivery information where customers can find them on your site. A customer who finds an answer without starting a conversation creates no helpdesk reply.
- Review both usage allowances before peak season. Compare a larger allowance against forecast overage, including the extra automated interactions.
- Watch Billing & usage during a promotion. Separate human handovers from completed AI resolutions so the forecast follows billable outcomes.
For a wider budget comparison, read what drives AI chatbot costs. If the resulting commitment doesn’t suit your store, explore Gorgias alternatives. The shopping-agent and helpdesk comparison explains the different buying decisions. Browse the pricing guides to compare other billing models.