Gorgias Pricing Explained (2026): Plans, Tickets & AI Costs

Layer the AI Agent on top — Gorgias' customer-facing automation, priced per resolution — and there's a nuance that catches a lot of teams off guard: a conversation the AI fully resolves can be billed twice, once as a ticket and once as a resolution. This guide breaks down every Gorgias plan and what it costs in 2026, the per-ticket overage rates, exactly how the AI Agent's per-resolution billing (and that double charge) works, a worked example, and the hidden costs worth knowing before you sign. Every figure below is verified against Gorgias' official pricing page and its billing documentation as of June 2026 — a couple of figures (the exact included-AI-interaction counts) vary by source, so those are flagged as approximate.

Quick disambiguation: This is about Gorgias the ecommerce help desk (gorgias.com), not anything else sharing the name. If you're new to the product, see our explainer on what Gorgias is.

The quick answer: Gorgias plans and prices

Gorgias sells five helpdesk tiers. The headline number is the monthly base price, and each tier includes a monthly ticket allowance; go over it and you pay a per-ticket overage. Here's the core lineup at monthly billing:

The key thing to internalize: none of these prices depend on how many agents you have. Users are unlimited on every plan. You're buying ticket capacity, not seats — the opposite of how Zendesk, Freshdesk, or Help Scout price.

Annual billing knocks off ~16%

Pay annually and Gorgias discounts the base plan by roughly 16%. On annual billing the mid-tiers come down to:

Annual also lowers the AI Agent's per-resolution rate (more on that below). As with any annual contract, the discount comes with lock-in — you're committing to that ticket tier for a year.

What a "ticket" is — and what counts as billable

Because you pay per ticket, the definition matters. Per Gorgias' billing docs, a ticket becomes **billable when at least one message in it is sent from your Gorgias helpdesk — whether that reply comes from a human agent, the AI Agent, or an automation rule. The useful corollary: inbound messages that never get a reply aren't billed.** Spam you never touch, or a one-way notification, won't burn ticket capacity.

What does count: any conversation your team (or your automation) actually responds to. So a quiet month genuinely costs less, and a viral-product-launch month costs more. That elasticity is the appeal of the model — and its risk.

What each Gorgias tier includes

The tiers aren't just bigger ticket buckets; features step up too.

• Starter — $10/mo (50 tickets). A deliberately tiny on-ramp: core helpdesk, a handful of channels, and no AI Agent. Fine for a brand-new store testing the waters, but most teams outgrow 50 tickets fast.
• Basic — $60/mo (300 tickets). The real entry point for a small store. Full omnichannel inbox (email, chat, social, SMS/voice as add-ons), integrations, and rules-based automation. AI Agent can be added on.
• Pro — $360/mo (2,000 tickets). The popular mid-tier for growing brands. More generous ticket bundle, better overage rate ($0.36 vs $0.40), advanced reporting and automation. This is where most scaling Shopify stores land.
• Advanced — $900/mo (5,000 tickets). Higher volume, the same $0.36 overage, plus more advanced features and support. For established, high-ticket brands.
• Enterprise — Custom (5,000+ tickets). Negotiated pricing, the lowest overage rate ($0.32), dedicated support, custom terms, and unlimited help centers.

The AI Agent: per-resolution pricing (and the double-billing nuance)

Here's where the real money — and the confusion — lives. Gorgias' AI Agent (its customer-facing automation, formerly branded under "Automate") is not included in your helpdesk plan. It's priced per resolution:

• $1.00 per resolved conversation on monthly billing
• $0.90 per resolved conversation on annual billing

Each plan includes a bundle of automated interactions, and this is the figure that varies by source: Gorgias' own AI-pricing page describes plans ranging from roughly 90 to 2,500+ included interactions per month depending on tier, while some third-party breakdowns cite smaller ranges (e.g. 30–600+). Treat the exact included count as plan-dependent and worth confirming in a quote. Beyond your bundle, overage interactions cost $1.50 each — a ~67% jump over the annual rate, so the months you exceed your allowance are the expensive ones.

What counts as a "resolution"

A resolution is billed when the AI Agent handles a customer conversation entirely on its own — the customer asks, the AI answers, the conversation closes, no human touches it. What does not count: emails with no reply, spam/filtered messages, and — crucially — conversations a human ends up handling.

The double-billing: ticket fee + automation fee on the same conversation

This is the part to read twice. Per the official billing doc:

"An automation fee and a ticket fee may apply to the same ticket only when the ticket is entirely resolved by AI Agent, without human intervention."

In plain terms: when the AI Agent fully resolves a conversation by itself, you pay for it twice — once as a billable ticket (because the AI sent a reply) and once as an automated resolution. One conversation, two line items.

The flip side is the saving grace: if the AI hands the conversation off to a human, that conversation reverts to a standard helpdesk ticket only — you're charged the ticket fee, not the resolution fee. So the double charge specifically hits your cleanly automated, fully-deflected cases. Counterintuitively, the conversations the AI handles best are the ones billed twice.

This is why the sticker "$0.90 per resolution" understates the true unit cost. In any month where you're already over your ticket bundle, each AI resolution also consumes one overage ticket — so on a Pro plan the real cost of a resolution is closer to $0.90 + ~$0.36 ≈ $1.26.

Worked example: what a growing Shopify brand really pays

Sticker math says "Pro is $300/month." Here's a more honest 2026 estimate for a mid-sized store on Pro (annual) doing 3,000 customer conversations a month, of which the AI Agent fully resolves 1,000 on its own:

That's roughly $18,700/year — over five times the "$300/month" base. Two things drive it. First, the ticket overage: every one of the 3,000 conversations that gets a reply (including the 1,000 the AI resolves) counts toward the ticket total, so blowing past the 2,000 bundle adds $360. Second, those same **1,000 AI-resolved conversations are also billed as resolutions** at $900 — that's the double charge in action. (Your plan's included AI-interaction allowance trims the $900 somewhat; how much depends on your tier, so confirm the bundled count.)

The takeaway isn't that Gorgias is overpriced — for a high-deflection ecommerce brand, automating 1,000 conversations a month can still be cheaper than the human hours they'd consume. The point is that the AI line is the swing factor, it's billed on a per-outcome basis, and it stacks on top of ticket overages. Model your conversation volume and your expected deflection rate before you commit to a tier.

Hidden costs and gotchas

A few things that don't show up in the big price boxes but show up on the invoice:

• AI Agent is extra, and per-outcome. It's not in any base plan. Because it's billed per resolution, your AI bill scales with how well it works — great for ROI framing, but it means a successful deployment can cost more than a mediocre one.
• The double charge on clean automations. As above, fully-automated resolutions are billed as both a ticket and a resolution. Budget AI-heavy months accordingly.
• Overage rates bite at $1.50/interaction. Exceed your included AI bundle and each extra resolution jumps to $1.50. High-deflection brands can hit this quickly during peak season.
• Volume spikes = bill spikes. Per-ticket pricing means a product launch, a recall, or a holiday rush directly inflates your invoice. There's no seat ceiling to cap it.
• Add-on channels. SMS and voice are add-ons on top of the plan, not included.
• Real-world overage shock. One Shopify App Store reviewer reported roughly $14,000 in unexpected AI Agent charges on top of a ~$13,500 annual Advanced subscription after turning automation on — a useful cautionary tale about modeling AI volume before flipping the switch. (One review, not a typical bill, but illustrative of how fast per-resolution costs can compound.)
• Annual lock-in. The ~16% discount commits you to a ticket tier for a year; if your volume drops, you don't automatically pay less on the base.

How Gorgias' model compares — and where AI pricing is heading

Gorgias' per-ticket-plus-per-resolution model is distinctive, and it's worth understanding what you're actually paying for: outcomes. That's clean to reason about when deflection is high, but it also means two charges can land on the same successfully-automated conversation, and your bill tracks volume rather than team size.

It's a useful contrast with how other AI support layers price. For example, Macha — an AI agent layer that runs on top of Zendesk and Freshdesk (note: it does not integrate with Gorgias) — bills per AI action rather than per resolution: any automated step the agent takes, like drafting a reply, tagging, or routing, is the billable unit, because most automation is work done along the way, not a single tidy outcome. Neither model is universally "cheaper"; the right one depends on whether your spend should track outcomes (Gorgias) or the work performed (per-action). If you're on Zendesk or Freshdesk and want to compare the math on your own desk, you can try it — 7-day free trial, no credit card required — and the integration details live on the Macha product page. If you're committed to Gorgias and just exploring options, see our roundup of the best Gorgias alternatives.

The broader trend: ecommerce help desks are converging on usage-based AI pricing, and the unit you're billed on (resolution vs. interaction vs. action) matters as much as the headline rate. Read the billing doc, not just the pricing page.

Frequently asked questions

How much does Gorgias cost? Gorgias helpdesk plans in 2026 are $10/mo (Starter, 50 tickets), $60/mo (Basic, 300 tickets), $360/mo (Pro, 2,000 tickets), $900/mo (Advanced, 5,000 tickets), and custom (Enterprise, 5,000+) at monthly billing. Annual billing knocks off ~16% (Basic $50, Pro $300, Advanced $750). Pricing is per ticket, not per agent — users are unlimited.

How does Gorgias price per ticket? Each plan includes a monthly ticket allowance; beyond it you pay per extra ticket: $0.40 on Starter/Basic, $0.36 on Pro/Advanced, and $0.32 on Enterprise (quoted by Gorgias as $40/$36/$32 per 100 tickets). A ticket is billable once your helpdesk sends at least one reply; unanswered inbound messages aren't charged.

How much does the Gorgias AI Agent cost? The AI Agent is billed per resolution: $1.00 each on monthly billing, $0.90 on annual. Each plan includes a bundle of automated interactions (roughly 90 to 2,500+ per month depending on tier, per Gorgias); beyond the bundle, overage interactions cost $1.50 each. The AI Agent is a paid add-on, not included in the base helpdesk plan.

Does Gorgias double-charge for AI resolutions? Effectively yes, in one specific case. When the AI Agent fully resolves a conversation with no human involvement, you're charged both a ticket fee and an automation/resolution fee on the same conversation. If the AI hands the conversation to a human, it reverts to a standard ticket and you pay the ticket fee only. So the double charge applies to cleanly automated cases.

Is Gorgias priced per agent? No. Gorgias charges by ticket volume, and all plans include unlimited users/agents. This is the opposite of seat-based help desks like Zendesk or Freshdesk — your cost scales with support volume, not team size.

Does Gorgias offer a discount for annual billing? Yes — annual billing is roughly 16% cheaper on the base plan and also lowers the AI Agent's per-resolution rate from $1.00 to $0.90. The trade-off is a one-year commitment to your chosen ticket tier.

The bottom line

Gorgias pricing is clean on the surface and layered underneath. The five tiers — Starter ($10), Basic ($60), Pro ($360), Advanced ($900), Enterprise (custom) — are billed per ticket, not per seat, which is a genuine advantage for lean teams with steady volume and a real risk for brands with spiky demand. The budgeting work is in the AI Agent: it's a separate, per-resolution charge ($0.90–$1.00), it has a $1.50 overage, and — most importantly — a fully-automated resolution is billed as both a ticket and a resolution. Our worked example shows how a "$300/month" Pro plan can run closer to $1,560/month once volume and AI are switched on. Estimate your conversation volume and your deflection rate before you pick a tier, read the billing doc, and you'll land close to your real number.

Pricing verified against Gorgias' official pricing page and billing documentation, June 2026. Gorgias revises pricing periodically and the exact included-AI-interaction counts vary by source — confirm the numbers in a quote before you commit. Re-check by December 2026.