“Gorgias suits Shopify stores that answer a few hundred tickets a month or more and want order actions and an AI agent inside one inbox. Size your plan on the tickets you actually reply to, start on monthly billing, switch on AI Agent Actions one at a time, and get the overage rate, the AI billing rule and the cancellation steps in writing before you commit to a year.”
Research-based review · not hands-on tested Built from the vendor’s documentation and pricing pages and from patterns in customer reviews. How we work.
Overall: (8.0 + 9.0 + 6.0 + 8.5 + 6.5) ÷ 5 = 7.60, shown as 7.6. The five criteria are weighted equally.
Scores are editorial judgments in half-point steps, based on documented features, published pricing and repeated themes in customer reviews. They are not lab measurements, so treat the words as the guide: 8.0+ Strong, 7.0 to 7.9 Good, 6.0 to 6.9 Average, below 6.0 Weak.
If any of these matter to your decision, check them directly with the vendor or during your trial.
Businesses that are not online stores, very small stores that want a free plan, stores on platforms other than Shopify that mainly want AI Agent, and buyers who need a refund option.
By Abdullahi Abdirahman, Founder & Editor, SoftReviewLab. Pricing and plan limits checked on Gorgias’s official site, help center, subscription agreement and Shopify App Store listing in October 2026. This is a research-based review built from Gorgias’s own documentation, plus customer ratings on G2, Capterra, the Shopify App Store and Trustpilot. I have not run my own store’s support in Gorgias. This page contains affiliate links: if you sign up through them, SoftReviewLab may earn a commission at no extra cost to you. See our affiliate disclosure and research and scoring method.
This Gorgias review scores the platform 7.6 out of 10. Gorgias is a helpdesk built for online stores, above all Shopify stores. It pulls email, chat, social messages, SMS and phone into one inbox, shows the customer’s orders beside each conversation, and adds an AI Agent that can answer support questions and recommend products. It charges by the number of tickets you answer, not by the number of people on your team, from $10 a month for 50 tickets. The catches are cost and terms: AI Agent is billed on top of the helpdesk, the step from the Basic plan to the Pro plan is large, and subscription fees are non-refundable. It suits Shopify brands with steady support volume. A small store with a few enquiries a week can get by with something simpler.
| Gorgias | |
|---|---|
| Overall score | 7.6 out of 10 (research-based) |
| What it is | An ecommerce helpdesk with a shared inbox, order data from your store, and an AI Agent for support and sales |
| Starting price | Starter at $10 a month for 50 tickets. Basic at $60 a month for 300 tickets, or $50 a month on annual billing |
| How it is priced | By billable tickets, not per seat. AI Agent, Voice and SMS are charged on top |
| Free plan | No |
| Free trial | Yes, with no credit card. Gorgias’s sign-up page says 30 days, while two of its other pages say 7 days |
| Best for | Shopify and other ecommerce brands with steady support volume and a team answering customers every day |
| Not ideal for | Businesses that aren’t online stores, very small shops, and buyers who need a refund option |
| Customer ratings | 4.6 on G2 (582 reviews), 4.6 on Capterra (135 reviews), 4.3 on the Shopify App Store (705 reviews) and 2.1 on Trustpilot (152 reviews) |
Gorgias describes itself as a conversational AI platform for ecommerce. In plain terms, it is the place where an online store answers its customers. You connect your store and your support channels, and every message becomes a ticket in a shared inbox. Because the store is connected, the agent sees the customer’s orders next to the message and can act on them without opening another tab.
Gorgias’s homepage lists Shopify, BigCommerce, Magento and WooCommerce as supported platforms, and says more than 17,000 ecommerce brands use it. That figure is the vendor’s own. The plan comparison on the pricing page narrows the platform list: BigCommerce starts on the Basic plan and Magento on Pro. The product is clearly built around Shopify first: its help center says the AI Agent requires a connected Shopify store.
On top of the helpdesk, Gorgias sells an AI Agent that replies to customers by itself, plus phone and SMS support as add-ons. So there are really three questions to answer about it: is the helpdesk right for your store, is the AI worth its extra fee, and can you live with the contract.
I scored Gorgias on the same five criteria I use for every review, each out of 10 and weighted equally: setup and ease of use, feature depth, pricing and value, integrations, and support and terms. The overall score is the plain average of the five.
The evidence is Gorgias’s website and pricing page, its plan guide, three help center articles, its Master Subscription Agreement, data processing agreement and list of sub-processors, its security page and its Shopify App Store listing, all read in October 2026, plus customer ratings on G2, Capterra, the Shopify App Store and Trustpilot. I haven’t connected a live store to Gorgias or measured how well its AI Agent answers real customers. Several of Gorgias’s own pages disagree with each other on important points, and I list those where they come up and again in the pricing section.
The helpdesk is the core product. Gorgias’s homepage lists email, chat, SMS, WhatsApp, Instagram and Facebook in one inbox, with phone available through its Voice add-on. Each conversation is a ticket that can be assigned, tagged and tracked until it is closed. You can read Gorgias’s own description on its helpdesk product page.
This is the feature that separates an ecommerce helpdesk from a general one. Gorgias’s helpdesk page describes Shopify order management from inside a ticket, including refunds, cancellations and edits. For a support agent, that removes the most repeated task of the day: switching to the store admin to find an order. Capterra reviewers name the Shopify integration and direct access to order details among the things they like most.
Macros are saved replies that can fill in customer and order details. Rules are automations, such as tagging every message that mentions a refund or sending an automatic reply outside office hours. Views are saved filters, so each person sees the tickets that are theirs. Gorgias also lists customer satisfaction surveys and a Help Center for self-service articles.
Rules deserve a note of caution, because they affect your bill. Gorgias’s billing article says a ticket becomes billable when any message is sent from the helpdesk, including an automatic reply from a Rule. An auto-reply to every incoming email can turn messages you would never have answered into paid tickets.
Phone and text support are sold as add-ons. Gorgias’s pricing page lists Voice from $30 a month and SMS from $20 a month on monthly billing, with the price rising with your call and text volume. The plan comparison on the same page leaves both add-ons off the Starter plan. The Shopify App Store’s summary of merchant reviews includes one specific complaint here: being charged for spam calls that reach the phone line.
Gorgias lists reporting and statistics dashboards for response times, ticket volumes and satisfaction. Reviewers are less positive about this area than about the rest of the product. On G2, limited custom reporting and inadequate reporting both appear among the most-mentioned complaints, and Capterra reviewers mention limited depth for tracking team performance.
Gorgias also runs a research site called Ecom Lab. It publishes customer experience benchmarks by industry and sales volume, drawn from the last 90 days of data, along with reports on AI adoption and support costs. Gorgias describes it as open research with no sign-up gate. It is useful whether or not you buy Gorgias, because it lets you compare your own response times and automation rate with similar stores. You can browse Ecom Lab here.
AI Agent is the part of Gorgias that replies to customers without a person typing. Gorgias’s help documentation gives it two roles: a support agent that answers questions after the sale, and a shopping assistant that helps visitors before they buy. One requirement comes before everything else. The AI Agent help article states that it needs a connected Shopify store. If you sell on WooCommerce, BigCommerce or Magento, the helpdesk is still open to you on the plans that include your platform, but confirm with Gorgias what AI Agent can do on your platform before you plan around it.
According to the same help article, AI Agent builds its answers from your help center articles, your website content, documents you upload, written instructions that Gorgias calls guidance, and your Shopify data. It can reply on email, chat, SMS, Instagram direct messages, Messenger and WhatsApp, and Gorgias says it works in more than 80 languages.
The practical point for a small team: the AI is only as good as what you feed it. A store with a thin help center and no written policies will get thin answers. Set aside a few hours to write clear return, shipping and exchange policies before you switch it on.
Answering a question and changing an order carry different levels of risk. Gorgias lists Actions such as cancelling an order, processing a return and updating a shipping address. These are opt-in, so the AI does none of them until you turn each one on. The plan comparison on the pricing page shows Actions and brand voice controls from the Basic plan up, not on Starter. The help article also says AI Agent hands the conversation to a person when it is not confident, when the topic is sensitive or when the customer shows frustration.
My advice is to start with answers only, read a week of its replies, and then switch on Actions one at a time. A wrong answer costs you an apology. A wrong cancellation costs you a sale.
Two clauses in Gorgias’s Master Subscription Agreement are worth reading before you let AI Agent talk to customers. First, the agreement says AI output can be wrong, that you are solely responsible for checking its accuracy, and that Gorgias is not liable for damage caused by it. In practice, if AI Agent tells a customer something your policy does not allow, sorting it out with that customer is your job.
Second, on training: the agreement allows Gorgias to use customer data, usage data and AI output to build and improve its own internal machine learning models. It also says Gorgias will not use customer data to train any outside provider’s models, and that those providers work under a zero data retention policy. OpenAI appears on Gorgias’s list of sub-processors. If your customers’ messages are sensitive, raise this on the demo and ask what can be switched off.
The shopping assistant role is aimed at questions before the sale: sizing, compatibility, which product fits. Gorgias presents it as a way to raise conversion, and it offers a calculator to estimate the return. The Shopping Assistant ROI calculator asks for your store traffic, the share of visitors who ask pre-sale questions, your chat contact rate, your conversion rate, your average order value and the uplift you expect. It then shows projected revenue.
Use it with one caution. The uplift figure is a number you type in, not a number Gorgias measures for your store. The result is only as reliable as that guess, so run it twice: once with the uplift you hope for and once with half of it.
Gorgias’s AI Agent page says the AI resolves 60% of support tickets. That is a vendor figure. The review summary on the Shopify App Store listing describes merchants reporting automation in the range of 30% to 50% or more. Both numbers come from stores with their own products, policies and ticket mix, and I have not measured either. Your rate will depend on how repetitive your questions are and how complete your help content is.
If you want Gorgias to walk you through AI Agent on your own store, the partner programme gave me a demo request link that is tagged as a $1,000 off AI Agent implementation offer. The demo page itself does not spell out the terms of that offer, so I can’t tell you who qualifies or how it is applied. If the discount matters to you, ask the sales rep to confirm it in writing before you sign. Gorgias’s Professional Services Addendum shows that implementation work is sold separately under a statement of work with its own fees, so the offer most likely applies to that kind of paid setup project. That is my inference, not a published term.
Gorgias charges by ticket volume, not by the number of people on your team. Gorgias’s pricing page says helpdesk plans scale from 50 to 5,000 tickets a month and are never priced per agent. That model suits a store with several part-time support people and a modest ticket count. It suits a store with two agents and a flood of tickets much less.
These are the prices on Gorgias’s pricing page, checked in October 2026. Its plan guide and Shopify App Store listing show the same monthly prices.
| Plan | Monthly billing | Annual billing | Tickets included | Extra tickets |
|---|---|---|---|---|
| Starter | $10 a month | Monthly billing only | 50 | $0.40 each |
| Basic | $60 a month | $50 a month ($600 a year) | 300 | $40 per 100 |
| Pro | $360 a month | $300 a month ($3,600 a year) | 2,000 | $36 per 100 |
| Advanced | $900 a month | $750 a month ($9,000 a year) | 5,000 | $36 per 100 |
| Custom plan | Quoted by sales | Quoted by sales | More than 5,000 | Quoted by sales |
Annual billing takes two months off the yearly cost of Basic, Pro and Advanced. Starter is monthly billing only. On seats, the pricing page lists 3 on Starter and 500 on each of the other plans, so seat count is not a practical limit for a small team from Basic up.
Starter is also the most limited plan. The plan comparison leaves out BigCommerce and Magento, AI Agent Actions, and the Voice and SMS add-ons, so treat it as a way to start small on Shopify or WooCommerce, not as a cut-price version of Basic.
This definition decides your bill, so read it closely. Gorgias’s billing help article says a ticket becomes billable when at least one message is sent from the helpdesk, whether a person, AI Agent or an automatic Rule sends it. An inbound message nobody answers is not billable. So spam you ignore costs nothing, but an auto-reply Rule that answers every incoming email turns each one into a billable ticket.
Go over your allowance and you pay for the extra tickets: $0.40 each on Starter, $40 per 100 on Basic and $36 per 100 on Pro and Advanced, according to the pricing page. So 100 extra tickets on Basic add $40 to a $60 plan. Gorgias’s agreement also says that if your usage stays above your plan, you either upgrade or pay the difference.
AI Agent is billed by result. The pricing page says it is available on every plan and that you pay only when it resolves a conversation. The plan comparison lists the price per automated interaction as $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced.
Switch on the Add AI Agent option on the pricing page and each plan shows a bundle. On monthly billing, Starter and Basic add $30 a month for 30 automated interactions, Pro adds $190 for 190 and Advanced adds $530 for 530. That makes Starter $40 a month, Basic $90, Pro $550 and Advanced $1,430. On annual billing the bundles are $27, $171 and $477 a month, which brings Basic to $77, Pro to $471 and Advanced to $1,227 a month.
Two things to notice. The monthly bundles work out to $1.00 per interaction and the annual bundles to $0.90, so the rates in the comparison table look like annual-billing rates. And 30 automated interactions is a small allowance for a store that answers 300 tickets a month. Gorgias’s AI Agent pricing article (updated May 28, 2026) lists rates of $1.00 to $2.00 per interaction once you pass your included amount on monthly billing, so ask what the rate is on your plan before you rely on the AI for volume.
According to the billing help article, an interaction counts as automated when no person is needed within 72 hours. That window is worth knowing. As I read it, if a customer comes back the next day unhappy with the AI’s answer and an agent steps in, that conversation should not count as an AI resolution. Check a few of these cases on your first invoice.
Phone and text support are add-ons. The pricing page lists Voice from $30 a month and SMS from $20 a month on monthly billing, or $25 and $17 on annual billing, with the price scaling up with your call and text volume. A conversation becomes a Voice ticket the moment a call connects, and follow-up calls on the same ticket carry no extra charge. Some Shopify App Store reviewers complain about being charged for spam calls on the voice add-on, so ask how unwanted calls are handled before you turn it on.
| Setup | Per month | Per year on monthly billing | Per year on annual billing |
|---|---|---|---|
| Starter | $10 | $120 | Monthly billing only |
| Basic | $60 | $720 | $600 |
| Basic with AI Agent (30 interactions) | $90 | $1,080 | $924 |
| Pro | $360 | $4,320 | $3,600 |
| Pro with AI Agent (190 interactions) | $550 | $6,600 | $5,652 |
| Advanced | $900 | $10,800 | $9,000 |
These figures are the listed plan prices multiplied by twelve. They leave out extra tickets, extra AI interactions, Voice and SMS, so treat them as the floor, not the bill. For a number based on your own ticket volume, Gorgias offers a 30-minute demo that includes a pricing estimate and a return-on-investment assessment. This is the demo request page if you would rather hear the figure from them than work it out yourself.
Read this part before you pay, on monthly billing as well as annual. Gorgias’s Master Subscription Agreement (last updated March 30, 2026) says fees cannot be cancelled once they are incurred and are not refunded. Subscriptions renew automatically. To stop a renewal you must give written notice at least 30 days before the end of the current term, and the agreement says this applies whether you pay monthly or annually. The pricing page describes monthly plans as cancel anytime, so my reading is that you can give notice at any time but should expect to pay for one more month after you do. Notice goes through the cancellation option inside the product or to Gorgias’s billing email address.
Three more clauses are worth knowing. You cannot move to a smaller plan in the middle of a term: a downgrade needs written notice 30 days before the end of an annual term, or 5 days before the end of a monthly billing period. Gorgias can raise prices at renewal with 60 days’ notice. And the agreement lets Gorgias suspend or end an account at its own discretion, with no refund unless the law requires one. The one refund it does promise is for prepaid fees if Gorgias removes a material feature and you cancel because of it.
On disputes and liability, the agreement sends disagreements to binding arbitration under Delaware law and rules out class actions. Gorgias’s total liability is capped at the fees payable in the previous 12 months, doubled where your data is disclosed without authorization. After termination, your data stays available for 45 days if you ask for it.
The cancellation help article adds two details that catch people out. A cancellation takes effect at the end of the current billing cycle, and Gorgias is not required to issue a refund. And if you installed Gorgias through Shopify, uninstalling the app does not cancel the subscription. You need to cancel the subscription itself, following the steps in that article.
While checking the facts above, I found several points where Gorgias’s own pages do not agree with each other. None of them is a deal-breaker, but each is worth confirming in writing before you pay.
The likely explanation is that pricing changed during 2026 and not every page was updated at the same time. That is my reading, not something Gorgias has stated. The safe move is to ask the question in chat or on a demo and keep the answer.
The trial is where Gorgias’s pages disagree most, so here is what each one says. The sign-up page promises a 30-day trial with no credit card required and all features unlocked, covering both the helpdesk and AI Agent. The plan guide and the Shopify App Store listing both describe a 7-day free trial, and the plan guide adds a cap of 10 email ticket messages during it. The pricing page puts a no-credit-card note under its trial buttons but does not give a length.
I can’t tell you which one you will get, and it may depend on whether you sign up on Gorgias’s site or through Shopify. Check the trial end date inside your account on day one and plan your testing around that date, not the one on the marketing page. One more point from the subscription agreement: if you add a payment card during the trial, it is charged automatically the day after the trial ends unless you cancel by 11:59 PM Pacific Time on the last day.
If Gorgias sounds like it fits your store and you want to try it with your own tickets, this is the Gorgias free trial sign-up page. The page says no credit card is needed, so you can look around and walk away if it doesn’t suit you.
Gorgias’s homepage lists Shopify, BigCommerce, Magento and WooCommerce as supported store platforms, but not every plan includes every platform. The plan comparison on the pricing page shows Shopify and WooCommerce on every plan, BigCommerce from Basic and Magento from Pro. Shopify is clearly the centre of the product: it is the platform AI Agent requires, and the Shopify App Store is where most of the public merchant reviews sit. The Shopify listing names Aircall, Attentive, Klaviyo, Recharge and Yotpo among its partner apps.
How many integrations there are in total depends on which Gorgias page you read: 300+ on the homepage, 150+ on the pricing page and 100+ on the helpdesk page. The count matters less than whether your own tools are on the list. Before you start a trial, write down the three or four apps your support work depends on, such as your returns app, your subscription app and your email marketing tool, and check each one by name.
Gorgias installs from the Shopify App Store or from its own sign-up page, and the plan guide describes onboarding for smaller stores as self-serve. Reviewers on G2 mention ease of use more often than any other strength, though a learning curve also appears in the complaints, mostly around the more advanced automation.
If I were setting it up for a small store, I would go in this order: connect the store, connect the support email, write macros for the five questions you answer most, then add Rules, and only then switch on AI Agent. Each step makes the next one work better, and doing it in reverse means the AI starts answering before your policies are written down.
The pricing page ties support to your plan. Starter gets a tier it calls Community, Basic gets Standard, Pro gets Specialist and Advanced gets Dedicated. Onboarding is self-serve on Starter and Basic, one-to-one on Pro and white-glove on Advanced. A dedicated customer success manager and a service level agreement, meaning a written commitment on response times, are listed for Advanced only.
Gorgias’s plan guide describes the same tier names by store revenue instead: standard support under $3 million a year, specialist support from $3 million to $20 million, and dedicated support above that. The two pages don’t fully line up, so ask which tier your account will get.
Most readers of this site will be on Starter or Basic. That means you set the tool up yourself, with no named contact and no committed response time. That is normal at this price, but it is worth knowing before you expect more.
Gorgias’s security page lists a SOC 2 Type II report and a HIPAA compliance report. In plain terms, SOC 2 Type II means an outside auditor checked how the company protects customer data over a period of time, not just on one day. The page also says the service runs on Google Cloud Platform, encrypts data in transit with TLS, supports two-factor authentication and offers single sign-on for Google and Microsoft 365 accounts. The plan comparison on the pricing page adds two details: audit logs start on the Pro plan, and SAML single sign-on is listed under the custom plan.
Gorgias’s legal pages add detail the security page leaves out. Its list of sub-processors, the outside companies that handle customer data on its behalf, shows hosting on Google Cloud Platform in the United States, the European Union and Australia, with OpenAI listed for AI, Twilio for voice and SMS and Stripe for payments. Almost all of them are based in the United States. Its data processing agreement commits Gorgias to tell you about a security breach within 72 hours of becoming aware of it, to give 15 days’ notice before adding a new sub-processor, and to return or delete personal data within 90 days of the contract ending. Transfers of European personal data are covered by standard contractual clauses.
One caution for stores that sell health products: the subscription agreement forbids uploading protected health information covered by HIPAA, the US health privacy law, even though the security page mentions a HIPAA compliance report. If you handle patient data, get a written answer before you rely on that report. Two smaller points in Gorgias’s favour: it publishes an accessibility conformance report for its live chat widget against WCAG 2.2 levels A and AA, prepared by an outside testing firm in 2026, and a vulnerability disclosure policy with target fix times of 15 days for critical issues and 30 days for high-severity ones.
Two practical steps. Turn on two-factor authentication for every agent on the first day, because a helpdesk holds customer names, addresses and order histories. And if a customer or partner asks about your vendors’ security, request the SOC 2 report from Gorgias instead of relying on the badge on the page.
I checked four public review platforms. These are the scores as they stood in October 2026.
| Platform | Rating | Number of reviews |
|---|---|---|
| G2 | 4.6 out of 5 | 582 |
| Capterra | 4.6 out of 5 | 135 |
| Shopify App Store | 4.3 out of 5 | 705 |
| Trustpilot | 2.1 out of 5 | 152 |
On G2, the strengths reviewers mention most are ease of use and integrations. The complaints are a learning curve, missing features, limits in custom reporting, charges for add-ons and overall cost. Capterra breaks its score down further: 4.6 for ease of use and 4.5 each for features, customer service and value for money.
On the Shopify App Store, complaints include a glitchy mobile app and being charged for spam calls on the voice add-on.
Trustpilot is the outlier. Gorgias scores 2.1 out of 5 there from 152 reviews, a score Trustpilot labels Poor. The reviews are split between five-star and one-star, with very little in between. Trustpilot also notes that Gorgias has not invited customers to review it recently, so the sample may not be representative, and that the company has replied to 13% of its negative reviews. I would not let 152 reviews outweigh more than 1,400 on the other three platforms, but I would read the recent one-star reviews before signing an annual contract, because they show what it looks like when things go wrong.
Read together, the pattern on the three larger platforms is consistent: people like using the product day to day, and the friction is around what it costs as you grow and what gets added to the bill.
I score every tool on the same five criteria, each weighted equally. The overall score is the plain average of the five. This is a research-based score: it comes from Gorgias’s documentation, pricing, legal terms and public reviews, not from running a live support desk on it.
| Criterion | Score | Why |
|---|---|---|
| Setup & ease of use | 8.0 | Ease of use is the most-mentioned strength on G2 and scores 4.6 on Capterra, but reviewers also report a learning curve with advanced automation. |
| Features | 9.0 | One inbox across channels, order actions, macros, rules, voice, SMS and an AI agent that can act on orders cover almost everything an online store’s support team needs. |
| Pricing & value | 6.0 | Fair at low volume, but the step from $60 to $360 is large, replied tickets and AI resolutions are both metered, and the pricing pages disagree on details. |
| Integrations | 8.5 | A deep Shopify connection, WooCommerce on every plan and 150+ app integrations. BigCommerce needs Basic, Magento needs Pro and AI Agent is limited to Shopify, which keeps this below 9. |
| Support & terms | 6.5 | Support tiers rise with the plan and a response-time commitment is listed only on Advanced. Fees are non-refundable, cancelling needs 30 days’ written notice even on a monthly plan, and Trustpilot shows 2.1 from 152 reviews against 4.3 on the Shopify App Store. |
The sum is (8.0 + 9.0 + 6.0 + 8.5 + 6.5) ÷ 5 = 7.6. The scores are my editorial judgment. The facts they rest on come from the sources listed at the end of this review.
Most of the unhappy reviews I read trace back to a handful of avoidable decisions.
Gorgias is built for online stores, and that focus is its strength and its limit. Depending on your situation, one of these may suit you better.
I have reviewed Tidio but not the others on this list yet, so check their current pricing pages before you compare. If you are still deciding whether an AI support tool makes sense for your business at all, my guide to choosing AI tools for a small business walks through that decision first. For chatbots in particular, my buyer’s guide to AI customer support chatbots compares how eight vendors charge.
Gorgias earns 7.6 out of 10. On features it is one of the most complete support tools an online store can buy: one inbox for every channel, order actions beside the conversation, and an AI agent that can do real work on a Shopify store. That is why Features scores 9.0.
What holds the overall score down is cost and terms. The gap between $60 and $360 a month leaves growing stores with an awkward choice, both tickets and AI resolutions are metered, fees are non-refundable, and Gorgias’s own pages give different answers on the trial length and on AI billing. None of that makes it a bad product. It makes it a product you should buy with your numbers in hand and the key answers in writing.
For a Shopify store with steady support volume and a team that shares the inbox, Gorgias is a strong candidate and worth a trial. During it, count your billable tickets after one week, read every AI Agent reply before you let it change orders, and get your overage rate, how AI conversations are billed and the cancellation deadline in writing. For a very small store, a business outside ecommerce, or a buyer who needs flexible terms, a simpler and cheaper tool is the more sensible place to start.
On monthly billing, Gorgias’s pricing page lists Starter at $10 a month for 50 tickets, Basic at $60 for 300 tickets, Pro at $360 for 2,000 tickets and Advanced at $900 for 5,000 tickets. On annual billing, Basic, Pro and Advanced drop to $50, $300 and $750 a month. Larger stores get a custom quote. Extra tickets, AI Agent, Voice and SMS are charged on top.
The pages I checked list no free plan. The lowest-priced option is Starter at $10 a month for 50 tickets, and there is a free trial before you pay.
Gorgias’s pricing page lists $1.00 per automated interaction on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced. With AI Agent added, Starter and Basic include 30 automated interactions for $30 a month on monthly billing, Pro includes 190 for $190 and Advanced includes 530 for $530. The plan guide separately mentions AI Agent starting at $250 a month as an add-on, so confirm which applies to your account.
The helpdesk does. The pricing page lists WooCommerce on every plan, BigCommerce from Basic and Magento from Pro. AI Agent is different: the help article says it requires a connected Shopify store.
They solve different problems. Tidio has a free plan and is centred on website chat and a chatbot, which suits a store with low volume and a small budget. Gorgias is a full helpdesk with deeper order actions for Shopify, which suits a store with steady ticket volume across several channels. The better choice depends on how many conversations you handle and how much of the work involves changing orders.
Every fact in this review comes from the pages below, checked in October 2026. Prices and terms change, so confirm the current figures on Gorgias’s own pages before you buy.
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