Gorgias Pricing in 2026: What You Actually Pay (Per-Ticket Costs Explained)

Gorgias is one of the most popular customer support platforms for Shopify merchants — and one of the most misunderstood in terms of pricing. Unlike nearly every other helpdesk, Gorgias doesn't charge per agent. It charges per ticket. All plans include unlimited agents. What you pay for is the number of support conversations your team handles each month.

That model works well at low volume. Starter at $10/mo for 50 tickets is genuinely cheap. It breaks down fast at scale: a store handling 1,000 tickets/month needs the Pro plan at $360/mo. A holiday season that doubles your ticket volume can double your bill — with no warning if you've configured automatic overage charges.

Gorgias Plan Prices (2026)

Gorgias has five tiers. All prices are monthly. Annual billing offers roughly 10–15% discount depending on plan. All plans include unlimited agent seats.

What counts as a "ticket" in Gorgias?

A ticket in Gorgias is a unique customer conversation — regardless of how many messages are exchanged within it. One email thread with 15 back-and-forth messages counts as one ticket. One live chat session counts as one ticket. A conversation that starts as chat and gets forwarded to email is still one ticket.

Things that DO count toward your ticket limit:

• Email conversations (each unique thread = one ticket)
• Live chat sessions
• Social media messages (Instagram DMs, Facebook Messenger, Twitter DMs)
• SMS conversations (if using Gorgias SMS)
• Tickets created automatically by Gorgias rules or integrations
• AI-automated responses — even if no human agent ever touches the ticket

Things that do NOT count:

• Internal notes between agents
• Spam tickets (if auto-closed by Gorgias spam detection)
• Tickets merged into another ticket

Real cost scenarios: What does your store actually pay?

Scenario 1: Small store, 200 tickets/month

A small store well within the Basic plan limit pays $60/mo — straightforward. The Basic plan is the right tier for stores consistently handling under 300 tickets/month.

Scenario 2: Growing store, 500 tickets/month

At 500 tickets/month, Basic's overages push the cost to $110/mo. At this volume, upgrading to Pro ($360/mo for 2,000 tickets) would be far more expensive — so most stores at this level ride the Basic overage rather than upgrading.

Scenario 3: Established store, 1,000 tickets/month

At 1,000 tickets/month, the math gets messy. Basic plus overages costs $235/mo. Pro at $360/mo is more expensive even though you'd use only half the Pro ticket allotment. Most stores at this volume stay on Basic with overages and optimize their ticket volume through automation.

Scenario 4: High-volume store, 2,000 tickets/month

At exactly 2,000 tickets/month, Pro is the right tier — but a month where volume hits 2,100 adds overage. A holiday season that spikes volume to 4,000 tickets adds $72 in overages to the Pro plan's $360/mo base, totaling $432 for that month alone.

Gorgias add-on costs

The plan price isn't everything. Gorgias offers several add-ons that affect total monthly cost:

The Voice add-on reintroduces per-agent costs for teams that want phone support — a 3-agent team using Gorgias Voice adds $75/mo on top of their plan cost.

Gorgias vs alternatives: cost comparison

Gorgias's per-ticket model is fundamentally different from per-seat tools (Freshdesk, Help Scout, Intercom) and flat-rate tools (Supportson). Here's how the costs compare at different ticket volumes:

Gorgias's model makes it cheapest only at very low volumes (under ~150 tickets/month). Above that, flat-rate tools with unlimited tickets — and especially Supportson at $29/mo — are significantly cheaper. The per-seat tools (Freshdesk, Help Scout) have predictable costs that don't scale with ticket volume at all.

When Gorgias pricing makes sense

Gorgias is worth the cost if:

• Your ticket volume is under 300/month and you're a Shopify merchant. At Basic plan pricing ($60/mo), Gorgias gives you world-class Shopify integration — order data, refunds, and cancellations in the support inbox — at a competitive price. The per-ticket model is a non-issue at this volume, and no other tool matches Gorgias's Shopify depth.
• Gorgias's automation rules significantly reduce your ticket volume. Gorgias's rule engine is powerful — teams that set up automations to close "Where is my order?" (WISMO) tickets automatically can deflect 30–50% of volume before it reaches agents. If automation brings a 1,000-ticket/month store down to 400 manageable tickets, the economics improve significantly.
• Your agents live in Shopify and value in-inbox order actions. Gorgias lets agents issue full or partial refunds, duplicate orders, update fulfillment, and cancel subscriptions directly from the support inbox. For e-commerce teams where order management tasks account for a large share of support work, this workflow integration is a genuine productivity multiplier.
• You need multi-channel coverage including Instagram and Facebook. Gorgias handles Instagram DMs, Facebook Messenger, and Facebook comments natively in the same inbox as email and live chat. For brands with strong social presence where customers reach out through multiple channels, this unified inbox is more valuable than many per-seat alternatives offer.

When to consider a Gorgias alternative

The per-ticket model works against you when:

• Your ticket volume is growing fast. Per-ticket costs compound with growth. A store at 300 tickets/month that grows to 1,000 tickets/month sees their Gorgias bill jump from $60/mo to $235/mo — a 4× increase for a 3× volume increase. Flat-rate tools don't change pricing as volume grows.
• You have unpredictable volume spikes. Holiday seasons, product launches, or viral moments can spike ticket volume 3–5× in a short period. On Gorgias, that means 3–5× your normal bill for those months. Overage billing is automatic unless you set a hard cap (which stops new tickets from being created).
• You want AI deflection that actually reduces your bill. On Gorgias, AI-automated tickets still count toward your monthly limit — so deflecting tickets through AI doesn't reduce your Gorgias cost. On flat-rate tools, deflecting 50% of volume with AI doesn't change your monthly price at all.
• You need video call escalation or voice AI. Gorgias offers voice as a paid add-on ($25/agent/mo) with no video call support. Supportson includes video call escalation in the base price, letting agents escalate from live chat to a face-to-face call without the customer installing anything.

For a detailed look at Gorgias alternatives including real cost comparisons and migration guidance, see our Gorgias alternative comparison.

Bottom line

Gorgias's per-ticket pricing is genuinely unique in the helpdesk market — and it creates a different calculus than per-seat tools. For very small Shopify stores handling under 300 conversations/month, the Basic plan at $60/mo with world-class Shopify integration is competitive. The model works against you as volume grows: above 500 tickets/month, per-ticket costs push total spend well above flat-rate alternatives.

The most important thing to understand about Gorgias pricing is the overage structure: bills can spike significantly during high-volume periods, and AI automation doesn't reduce your bill the way it would on a flat-rate tool. For stores with growing or volatile ticket volumes, predictable flat-rate pricing is usually more budget-friendly in practice.

If you're evaluating Gorgias primarily for e-commerce support with Shopify integration, the Gorgias alternative comparison covers five tools with honest assessments of who each is actually best for.