Gorgias Review 2026: Pricing, AI Agent and Verdict
The Shopify helpdesk with an AI Agent that acts on orders, judged on published prices, billing rules, features and verified reviews.
By , research by the BestBots team ยท Updated Oct 19, 2026
Fact checked against each company's published pricing, documentation and verified user ratings. How we score
Gorgias is the best AI helpdesk for Shopify brands in October 2026 if most of your tickets are about orders. Its AI Agent reads live Shopify data, cancels orders, processes returns and recommends products, and the helpdesk bills by ticket instead of by seat. The tradeoff: a ticket the AI resolves is billed twice, as a ticket plus $0.85 to $1.00 for the automation.
Gorgias is the specialist for Shopify brands: its AI Agent cancels orders, processes returns and recommends products using live store data, inside a helpdesk priced by ticket, not by seat. The catch is double billing: a ticket the AI Agent resolves costs a helpdesk ticket plus $0.85 to $1.00 for the automated interaction, so a resolved chat lands near $1.30 to $1.40 on lower plans.
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- Starting price
- $10 per month
- Pricing model
- per ticket plus per automated interaction
- Free plan
- No
- Free trial
- 7 days, no card
- Price per resolution
- $0.85 to $1.00 per automated interaction, plus a helpdesk ticket
- Channels
- Email, chat, SMS, Instagram DMs, Facebook Messenger, WhatsApp; voice as an add on
- Human handoff
- Yes, on low confidence, sensitive topics or frustration, plus your own handover rules
- Knowledge sources
- Help center, website, documents, URLs, guidance and Shopify order data
- Languages
- 80+ languages for AI Agent replies
- Seats included
- 3 on Starter, 500 on Basic and up
What it is
Gorgias is a customer support helpdesk built for ecommerce. It puts email, chat, SMS, Instagram, Facebook Messenger and WhatsApp conversations into one inbox and shows the customer's Shopify orders next to every ticket, so an agent can refund, edit or cancel without leaving the conversation. Gorgias says it powers customer conversations for 40% of Shopify brands.
On top of the helpdesk sits AI Agent, sold as an add on to every plan. According to Gorgias's help center, AI Agent plays two roles in one product: a support agent that resolves post purchase questions (returns, order tracking, cancellations, missing items) and a shopping assistant that answers pre sale questions, recommends products and offers discounts. You get one AI Agent per connected Shopify store.
Gorgias also sells Voice and SMS add ons, priced by volume. Its older Convert product for on site campaigns is billed separately.
Pricing explained
Gorgias has two price lines: the helpdesk, billed by ticket, and AI Agent, billed by automated interaction. The pricing page shows both separately and as a bundle.
| Plan | Helpdesk monthly | Helpdesk annual (per month) | Tickets | With AI Agent, monthly | With AI Agent, annual | AI interactions included |
|---|---|---|---|---|---|---|
| Starter | $10 | Monthly only | 50 | $40 | Monthly only | 30 |
| Basic | $60 | $50 | 300 | $90 | $77 | 30 |
| Pro | $360 | $300 | 2,000 | $550 | $471 | 190 |
| Advanced | $900 | $750 | 5,000 | $1,430 | $1,227 | 530 |
| Enterprise | Quote | Quote | 5,000+ | Quote | Quote | Custom |
Extra tickets cost $0.40 each on Starter and Basic and $0.36 each on Pro and Advanced. Extra automated interactions cost $1.00 on monthly plans and $0.90 on annual plans, and the comparison table lists $0.85 on Advanced.
The rule that matters most is in Gorgias's billing article: when AI Agent resolves a ticket without a human, you pay both a ticket fee and an automation fee. When AI Agent hands over to your team, you pay only the ticket fee. Flows, Order Management and Article Recommendations that resolve a request in the chat widget cost only the automation fee, because no helpdesk message was sent.
So the real price of one AI resolution on Basic billed monthly is about $1.00 plus a $0.20 share of the ticket allowance (or $0.40 once you are in overage), roughly $1.20 to $1.40. On Advanced billed annually it is $0.85 plus about $0.15 to $0.36, closer to $1.00 to $1.21. That is more than Intercom Fin at $0.99 per outcome and well above HubSpot Customer Agent at $0.50, but Gorgias includes the full ecommerce helpdesk and 500 seats.
Accounts created before May 28, 2025 that have not opted into the Shopping Assistant stay on legacy pricing, where a ticket is billed as either a ticket or an automation, never both. Upgrading to get Shopping Assistant moves you to the new model.
The full math at four store sizes is on our Gorgias pricing page.
Key features
Order actions
AI Agent actions let it change things in your connected tools, not just answer. Gorgias's docs list actions for editing and cancelling Shopify orders, updating shipping addresses, managing Recharge, Skio and Loop subscriptions, sending Loop Returns portal links and pulling shipping status from ShipBob, ShipStation, ShipHero and ShipMonk. Actions are opt in, and you set the conditions under which AI Agent may take each one. Event logs show every action taken. The plan table marks actions as unavailable on Starter.
Skills and guidance
Skills are the main control. Each skill bundles one or more intents (for example, "where is my order") with instructions for how to handle it. Gorgias recommends starting with your highest volume topics, such as returns, order status and cancellations, then expanding. Guidance templates give you a head start, and you can mark topics for exclusion (never answer) or handover (always send to a person).
Shopping assistant
The shopping assistant role engages shoppers on chat, email and SMS before they buy. It tracks products viewed, pages visited, cart contents and purchase history, then answers sizing and compatibility questions, recommends products and can generate unique discount codes or surface active Shopify discounts. You set a selling style and a discount strategy. Search assist sends a proactive message after a shopper uses your store search, and AI FAQs offer product specific questions to start a chat.
Channels and languages
AI Agent works across email, chat, SMS, Instagram DMs, Facebook Messenger and WhatsApp, and Gorgias says it adapts length to the channel. It supports over 80 languages and replies in a shopper's language even when your knowledge is only in English. It also reads images, such as a photo of a damaged item or a receipt screenshot.
Helpdesk depth
The helpdesk side is mature: macros, rules for tagging and routing, views, auto QA scoring, revenue attribution (Pro and up), live and automation statistics, and 100+ app integrations including Klaviyo, Yotpo, Recharge and Loop. Voice support lets agents call with the full customer timeline and Shopify data on screen.
Controls and quality checks
Gorgias's AI FAQ says AI Agent only answers from the knowledge you connect and will not answer if it cannot find support for a reply. Each draft passes a second model as a confidence check before it is sent. AI reasoning shows why AI Agent replied the way it did, and you can rate closed tickets to steer future replies. Test conversations let you preview answers before going live.
Setup
AI Agent needs an active subscription, a connected Shopify store and Lead, Admin or Owner permissions. The setup guide has five steps: add knowledge (help center, website, documents, URLs or guidance), create skills, set up actions, set tone of voice and handover rules, then test and enable channels. Gorgias's marketing says you can be live on your store in under an hour; plan for a few days of tuning skills and guidance on real tickets before you trust it with your full volume.
What users say
On the Shopify App Store, Gorgias holds 4.3 from 706 reviews: 579 five star and 72 one star, a split that tells you most merchants are happy and a vocal minority is not. Shopify's review summary says merchants praise the central multi channel inbox, deep Shopify integration, AI resolving 30% to 50% or more of tickets, and macros, rules and reporting.
Recent complaints on the same listing are specific. One long time customer reports Voice does not work through the mobile app and that spam calls that leave a voicemail are billed as Voice tickets, at $1 in plan and $2.20 in overage. Another reports being charged after access was removed.
Trustpilot is much harsher: 2.0 from 153 reviews, with recurring complaints about a redesign that users call harder to use, slow or unhelpful support, browser slowdowns, marketing emails and AI pricing that feels unpredictable. G2 rates it 4.6 from 582 reviews. Read the pattern this way: the product does the ecommerce job well, while billing surprises and support response are the risk.
Privacy and security
Gorgias lists SOC 2 Type II (since 2020, report on request), a HIPAA compliance report on request, GDPR and CCPA compliance, two factor authentication, SSO with Google and Microsoft 365, encrypted backups and TLS in transit. Data is hosted on Google Cloud, and EU merchants get EU servers. SAML SSO and audit logs are limited to higher tiers: audit logs start on Pro, SAML on Enterprise.
On AI data use, Gorgias's AI security FAQ says AI Agent runs on a mix of OpenAI, Anthropic and internally fine tuned models, and that your data does not train OpenAI or other third party models. It also says AI Agent learns from interactions across brands with safeguards against leaking confidential data. There is no published switch to opt out of that cross brand learning, so ask sales if that matters to you. Chat messages from AI Agent are labeled "Automated."
Who it is for
- Shopify and Shopify Plus brands where order status, returns, exchanges and subscription changes make up most tickets
- Teams that want AI to act on orders, not just link to a help article
- Brands with many part time or seasonal agents, since seats are not billed
- Stores that want one AI for support and pre sale selling, with discount controls
Who should skip it
- SaaS, services and B2B teams: the product is built around orders and carts
- Stores not on Shopify that want AI Agent, since setup requires a Shopify store
- Very small shops on Starter, which caps you at 50 tickets and 3 seats and lacks AI actions
- Teams that need predictable flat AI pricing; the ticket plus automation model scales with success
Alternatives
- Tidio: cheaper for small Shopify stores, with Lyro AI priced per conversation and a 4.8 Shopify rating from 1,357 reviews
- Zendesk AI agents: the better fit for large multi brand or omnichannel teams outside pure ecommerce
- Intercom Fin: $0.99 per outcome and can run standalone on top of Gorgias itself
- Freshdesk Freddy AI: a per seat helpdesk with AI sessions at $0.49 after 500
The full ranked list is on Gorgias alternatives, and the head to head is Zendesk AI agents vs Gorgias.
Verdict
Gorgias is the specialist pick for Shopify brands. The order actions, live Shopify context, shopping assistant and ticket based pricing make it a better daily tool for an ecommerce support team than general helpdesks. The cost model is the weak spot: you pay a ticket and an automation fee for every AI resolution, voice and SMS pricing is not published, and the Trustpilot record shows real friction with billing and support. Start on Basic with AI Agent, measure your automation rate for a month, then decide whether annual Pro pricing pays off.
How Gorgias AI Agent scores
- Value
- 3.8
- Features
- 4.4
- Ease of setup
- 4.3
- Integrations
- 4.5
- Trust
- 4.1
Pros and cons
Pros
- AI Agent takes real order actions (cancel, return, address change) on Basic and up
- Priced by ticket, not by seat: Basic and up include 500 seats
- One AI Agent covers support and pre sale shopping assistant work, with product recommendations and discount codes
- SOC 2 Type II since 2020, HIPAA report available, and no training of third party LLMs on your data
Cons
- A resolved ticket is billed twice, once as a ticket and once as an automated interaction
- Starter has no AI actions, no BigCommerce and only 3 seats
- Requires a connected Shopify store for AI Agent setup
- Trustpilot score is 2.0 from 153 reviews, with complaints about support and billing
Gorgias AI Agent plans and pricing
| Plan | Price | What you get |
|---|---|---|
| Starter | $10 per month | 50 tickets, 3 seats, monthly billing only; with AI Agent $40 per month including 30 automated interactions |
| Basic | $60 per month | 300 tickets, 500 seats; $50 per month billed annually; with AI Agent $90 monthly or $77 annual including 30 automated interactions |
| Pro | $360 per month | 2,000 tickets; $300 per month billed annually; with AI Agent $550 monthly or $471 annual including 190 automated interactions |
| Advanced | $900 per month | 5,000 tickets, dedicated CSM, SLA; $750 per month billed annually; with AI Agent $1,430 monthly or $1,227 annual including 530 automated interactions |
| Enterprise | Quote only | Over 5,000 conversations a month, SAML SSO, custom DPA |
What users say
Gorgias AI Agent reviews from users
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Be the first to review Gorgias AI AgentGorgias AI Agent alternatives
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Shopify Inbox4.2Frequently asked questions
Is Gorgias worth it?
For a Shopify brand with steady order status, returns and pre sale questions, yes. Gorgias pulls order data into every ticket and its AI Agent can cancel orders, process returns and recommend products. It is a poor buy for SaaS or service businesses, and the double billing on AI resolutions means you should model your volume before scaling.
How much does the Gorgias AI Agent cost?
AI Agent is priced per automated interaction: $1.00 on monthly plans, $0.90 on annual plans and $0.85 on Advanced, per Gorgias's pricing page. Bundles start at $40 a month (Starter helpdesk plus 30 automated interactions). Each resolved ticket also counts as a helpdesk ticket, so the true cost of an AI resolution is the interaction fee plus a ticket.
Does Gorgias charge per agent?
No. Gorgias charges by billable ticket, not by seat. Starter includes 3 seats and Basic, Pro and Advanced include 500 seats, per the plan comparison table.
What counts as an automated interaction in Gorgias?
An interaction counts as automated when AI Agent, a Flow, Order Management or an Article Recommendation fully handles the request and the customer does not need a human agent within 72 hours, according to Gorgias's billing article. If AI Agent hands the ticket to a person, you pay only the ticket fee.
Does Gorgias only work with Shopify?
The helpdesk works with Shopify, WooCommerce, BigCommerce and Magento depending on plan, but AI Agent setup requires a connected Shopify store per Gorgias's setup guide. BigCommerce is not on Starter and Magento starts on Pro.
Is Gorgias secure?
Gorgias lists SOC 2 Type II certification, a HIPAA report on request, two factor authentication, SSO for Google and Microsoft, and hosting on Google Cloud with EU data kept in the EU. Its AI FAQ says your data does not train OpenAI or other third party models.
What languages does Gorgias AI Agent support?
Gorgias says AI Agent supports over 80 languages and can reply in them even when your knowledge base is only in English. The helpdesk itself detects 54 languages for routing and views.
What are the best Gorgias alternatives?
Tidio for small Shopify stores on a budget, Zendesk AI agents for larger multi brand teams, Intercom Fin for the strongest standalone AI agent and Freshdesk Freddy AI for a cheaper per seat helpdesk. See our full list of Gorgias alternatives.