Gorgias combines an ecommerce helpdesk with an AI agent that answers shoppers across email, chat, SMS and social. It is priced by ticket volume rather than per seat, and is built around a native Shopify integration that surfaces order data inside every ticket.
Used this tool? Rate it
Used this tool? Rate it
Gorgias is a customer experience platform built specifically for online retail. Its own positioning is direct about the two halves of the product: it describes itself as a Helpdesk and AI Agent built to drive sales, running on one platform trained on your brand. That framing matters, because it explains why the product behaves differently from a general-purpose ticketing system. A generic helpdesk treats a customer message as a text thread with a status field attached. Gorgias treats it as a conversation about an order — one that has a shipping address, a payment method, a fulfillment state, and a lifetime spend attached to it before an agent types a single word.
The company was founded by Romain Lapeyre and Alex Plugaru, and its growth has been closely tied to the Shopify ecosystem. TechCrunch reported that Gorgias raised $30 million in Series C capital at a $710 million valuation in 2022, in a round where Shopify itself participated alongside Transpose Platform. That reporting put total funding at roughly $72.4 million and described a six-year-old company working with more than 10,000 online stores at the time, employing 245 people across offices in San Francisco, Paris, Toronto, New York, Sydney, Belgrade and Charlotte. The company's own site now claims a considerably larger footprint, stating that it powers 17,000+ ecommerce brands globally and handles customer conversations for 40% of Shopify brands. Those two figures come from different years and different sources, and this article keeps them chronologically separate rather than blending them into a single number.
The practical shape of the product is a shared inbox that consolidates every channel a direct-to-consumer brand actually uses. The vendor describes bringing email, chat, SMS, WhatsApp, Instagram, and Facebook into one view, so that a shopper who asks about a delayed parcel on Instagram and then follows up by email is not two separate tickets handled by two agents with no shared context. On top of that inbox sits an AI layer that the company sells as a distinct product with its own metering, which is the single most consequential thing to understand before adopting it — and the part this article spends the most time on.
Gorgias presents Helpdesk and AI Agent as complementary products under one commercial wrapper. The pricing page states the arrangement plainly: Helpdesk + AI Agent. One platform. One inbox. One bill. Helpdesk is the human-facing workspace — tickets, macros, routing, integrations, reporting. AI Agent is the autonomous layer that answers shoppers directly and can take actions on their behalf. The company's own FAQ describes AI Agent as an always-on ecommerce expert that resolves support questions instantly and automates actions like returns and order tracking, all without a human in the loop.
The reason to separate these two mentally, even though they arrive on one invoice, is that they are metered on entirely different units. Helpdesk is billed on ticket volume. AI Agent is billed on automated interactions. A brand can substantially change its monthly cost by shifting work between the two without changing its headcount or its total conversation volume at all. This is unusual, and it deserves careful reading rather than a quick scan of the plan cards.
The natural comparison set is other conversational support platforms that have moved to usage-based AI pricing. What distinguishes Gorgias is not the AI itself but the ecommerce data model underneath. The vendor states that its AI Agent was pre-trained on 1B+ conversations, and the pricing page adds that it comes pre-trained on 18+ verticals. Combined with a native Shopify integration that lets agents pull up any order, customer, or product without leaving the ticket, the pitch is that the system already understands what a return window, a pre-order, and a subscription renewal are, rather than needing those concepts defined in a knowledge base.
That specialization is a genuine differentiator and also a genuine constraint. A brand selling on Shopify gets the deepest version of the product. A brand on a platform Gorgias does not natively support gets meaningfully less, as the platform coverage section below sets out in detail.
The foundation is channel consolidation. The vendor describes gathering email, chat, SMS, WhatsApp, Instagram, and Facebook in one view. The feature comparison table on the pricing page confirms email, live chat, contact form, Facebook, Instagram, TikTok Shop and WhatsApp as standard inclusions across all four self-serve tiers, with Voice and SMS available only through paid add-on modules rather than being bundled.
What makes the inbox ecommerce-aware rather than merely unified is the sidebar. Because the Shopify integration is native, the agent viewing a ticket sees the customer's order history, fulfillment status and product details in the same screen. The company's Shopify App Store listing describes an omnichannel platform spanning email, chat, social, voice and SMS that routes high-value conversations to human teams. The commercial argument is that agents stop tab-switching, and the average handling time falls as a result.
The more distinctive capability is that agents and the AI can execute commerce operations without leaving the thread. The vendor's description is that you can cancel, discount, or upsell directly inside the conversation. In practice this covers the operations that dominate DTC support volume: cancelling an order before fulfillment, editing a shipping address, issuing a refund or store credit, applying a discount code to rescue a wavering purchase, and processing a return.
The pricing table marks both Order Management and Flows as capabilities delivered with AI Agent rather than with the base Helpdesk. This is a detail worth registering during evaluation: some of the automation that appears in marketing material as a platform capability is in fact gated behind the separately metered AI product.
AI Agent handles shopper conversations autonomously. The company states that it can automate 60% of support, and that it hands off to a human with full context when it cannot resolve something. The pricing table shows two features that differentiate the higher tiers: brand voice and guardrails, and Actions such as cancel, discount and apply, are both marked as unavailable on the entry-level Starter plan and present from Basic upward.
The guardrails distinction is not cosmetic. An AI that can answer questions but cannot take actions is a deflection tool. An AI that can issue refunds and apply discounts is operating on revenue, and the ability to constrain its behaviour to a defined brand voice and a defined set of permitted actions is what makes that safe to switch on. Brands evaluating the Starter tier should understand that they are testing a materially weaker version of the AI than the one in the marketing material.
Underneath AI Agent sits a more conventional automation layer available on every tier: macros for canned responses, rules for conditional routing and tagging, intent and sentiment detection, and chat campaigns for proactive outreach. Every plan also includes up to 10 Help Centers, allowing multi-brand or multi-region operators to publish separate self-service knowledge bases from one account.
Intent and sentiment detection deserves a caveat. It appears on all tiers in the feature table, but it is also one of the features that drew criticism in third-party reviews, where users described the intent functionality as confusing. Treat it as a feature to validate during a trial rather than one to assume works well.
Gorgias offers reporting that attributes revenue to support conversations, which is the analytical foundation for its whole commercial argument — that support is a revenue centre rather than a cost centre. The pricing table shows dashboards and real-time monitoring plus insights and quality on all tiers, with AI and automation statistics available with AI Agent. Revenue analytics is specifically called out as a reason to choose the Pro tier.
The integration library is listed as 254 apps in the pricing page's feature comparison, available identically across all four self-serve tiers. It is worth noting that three different integration counts circulate across the vendor's own surfaces: the marketing site references 300+, the pricing table specifies 254 apps, and the Shopify App Store listing mentions 100+. This article uses the pricing page figure because it is the most specific and most recently verifiable, and flags the discrepancy rather than quietly adopting the largest number. Named integrations in the comparison table include Klaviyo, Yotpo, Recharge and Smile, alongside HTTP and custom integrations on every tier.
"Where is my order" is the highest-volume, lowest-value query in ecommerce support. It requires no judgement, only a lookup. This is the clearest case for automation: the AI reads the order, checks fulfillment, and answers with a tracking link. Every such conversation removed from the human queue is a straightforward gain — subject to the billing arithmetic set out later, because an automated answer is not free.
These are transactional rather than informational, which is why the Actions capability matters. A shopper asking to cancel an order placed twenty minutes ago is a case where speed determines whether the warehouse ships something that then has to come back. Automating the cancel action within the conversation window closes that gap. The same applies to address corrections before fulfillment.
The vendor positions chat not only as support but as a sales surface — turning browsers into buyers, in its own phrasing. A shopper hesitating over sizing, material or delivery timing is a conversion event waiting for an answer. The AI can answer product questions and recommend alternatives; the human team can be routed the high-value conversations, as the Shopify App Store listing describes.
Black Friday and Cyber Monday produce support volumes several times the annual baseline. The Advanced tier is explicitly positioned for high-volume brands needing peak-ready automation. The structural appeal of usage-based AI here is that it scales with the spike without hiring seasonal agents — though it also means the bill scales with the spike, which is precisely the concern merchants raised in reviews.
The feature table lists unlimited multi-stores on every tier and up to 10 Help Centers. An operator running several Shopify storefronts under one company can consolidate support into a single inbox while keeping separate customer-facing knowledge bases, without paying for separate subscriptions per storefront.
With Instagram, Facebook, TikTok Shop and WhatsApp all in the standard channel set, brands whose customers primarily message rather than email can route those conversations into the same queue as email. Comments and direct messages become tickets rather than something a social media manager handles separately in a phone app.
The store connection is the prerequisite for everything else, because it is what populates the order context in the sidebar and what makes the Actions work. The pricing page's feature table is explicit that Shopify and Shopify Plus are supported on every tier, BigCommerce from Basic upward, and Magento and WooCommerce only on the higher tiers. Confirm your platform is supported at your intended price point before anything else.
Connect email, live chat, and whichever social channels carry real volume for your brand. Voice and SMS require the separate add-on modules and are priced by call and text volume, so leave those until the core channels are stable.
The AI answers from your content. A Help Center that is thin or contradictory produces an AI that is confidently wrong. Publish the policies that generate the most repetitive questions — shipping timelines, return windows, sizing, warranty terms — before enabling autonomous responses. The Enterprise tier advertises proactive knowledge-gap detection to keep AI answers accurate, which is itself an acknowledgement that knowledge gaps are the failure mode to manage.
Even with AI in the plan, the conventional automation layer does real work. Build macros for the responses agents send repeatedly, and rules to tag, prioritise and route by channel, order value or detected intent. These run on every tier and cost nothing per use, which makes them the cheapest tier of automation available.
Start it on a bounded set of intents — order tracking, shipping policy, return eligibility — rather than across the whole queue. Configure brand voice and guardrails, available from Basic upward, before allowing it to take actions with financial consequences. Watch the handoff behaviour closely at this stage.
This is the step most easily skipped, and the most expensive to skip. The resolution rate tells you how well the AI is performing. The automated interaction counter tells you what it is costing. These are related but not identical, for reasons the pricing section explains in detail. Check both weekly during the first two months.
Once volume is flowing, use the revenue analytics to establish what support contributes. This is what converts the subscription from a cost line into a measurable investment, and it is the argument you will need internally when the AI overage appears on an invoice.
Take your last twelve months of conversation volume, including the seasonal peak, and run it against the tier limits and overage rates. Both numbers matter: the included allowance and the per-unit rate beyond it. A brand consistently running 20% above its tier ceiling may be better served moving up a tier than paying overage.
The official documentation is explicit that 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. This is counterintuitive on first reading — the cases where the AI does the most work are the cases that can incur both meters. Anyone modelling costs on the assumption that automation replaces the ticket charge will underestimate.
The billing definition of an automated interaction is time-based, not satisfaction-based. Details are in the pricing section; the practical implication is that you should measure your reopen rate within a three-day window, because that window is what determines the charge.
Discounts and refunds executed autonomously are real money. Constrain the AI's permitted discount ranges and refund thresholds, and require human approval above a value that matters to your margins. The capability to do this exists from Basic upward; use it from day one rather than after an incident.
Several capabilities that read as platform features are tier-gated or AI-gated: Actions and brand voice guardrails are absent on Starter, Order Management and Flows require AI Agent, audit logs appear only on Advanced and above, and Voice and SMS are paid add-ons. Read the feature comparison table rather than the plan summary.
There is a documented case of a capability being withdrawn: after merchants complained that Shopify live cart visibility had disappeared, Gorgias staff confirmed in a public review response that the live Shopify cart view is no longer available in the agent sidebar. Whatever feature is decisive for your use case, confirm it works in your own account during the trial.
Merchants have reported that the vendor's own support offers no live chat channel and commits to email replies within 48 hours. If your operation needs same-day vendor response during a peak weekend, raise that in the sales conversation and get the commitment in writing.
Shopify-native DTC brands get the deepest version of the product. The native integration, the order actions, the sidebar context and the platform's whole design assume this stack. A brand on Shopify or Shopify Plus with meaningful support volume is the archetypal customer, and the vendor's claim of powering conversations for 40% of Shopify brands reflects where its centre of gravity sits.
Small teams with high conversation volume benefit specifically from the pricing model. Because Helpdesk scales from 50 to 5,000 tickets a month and is never priced per agent, a three-person team fielding thousands of conversations pays for the volume rather than for seats — the inverse of most competitors' economics.
Brands where support genuinely influences revenue — considered purchases, sizing-sensitive apparel, subscription products — get real value from the revenue attribution reporting and from AI that can upsell in-conversation.
Merchants on Magento or WooCommerce face a hard constraint: the feature table shows those platforms unsupported on the lower tiers, meaning the entry price for those merchants is structurally higher than the advertised starting point.
Non-ecommerce businesses are simply outside the design target. The entire value proposition rests on the order data model. A SaaS company or agency will find the ecommerce assumptions unhelpful.
Very low-volume merchants should check the arithmetic. The Starter tier includes 50 tickets per month and just 3 user seats, which is genuinely small; brands below that threshold may find free or cheaper tools sufficient.
Teams needing predictable fixed costs should weigh the usage-based model carefully. Merchants have reported in public reviews that per-interaction AI charging made monthly costs unpredictable, and that is a structural property of the model rather than a bug.
Gorgias is a browser-based SaaS application; there is no requirement to install desktop software. The dimension that actually constrains buyers is ecommerce platform support, and here the pricing page's feature comparison is specific and tier-dependent.
Shopify and Shopify Plus are supported on all four self-serve tiers. This is the first-class integration and the one all the product's differentiating capabilities assume.
BigCommerce is supported from Basic upward — not on Starter.
Magento is supported only on Pro and Advanced.
WooCommerce is supported only on Advanced.
That last point reshapes the pricing conversation for a large share of the market. WooCommerce powers an enormous number of small stores, and for those merchants the effective entry price is the Advanced tier rather than Starter. Multi-store support is unlimited on every tier.
On channels, email, live chat, contact form, Facebook, Instagram, TikTok Shop and WhatsApp are standard across tiers, while Voice and SMS require paid add-on modules whose pricing scales with call and text volume. The API rate limit is 2 requests per second on all self-serve tiers, rising to 4 requests per second on Enterprise — a genuine consideration for anyone planning heavy custom integration work.
This is the section that most repays careful reading, because the headline framing and the metering definitions are not saying quite the same thing.
Gorgias bills on two independent units. Helpdesk is billed by ticket volume and, in the vendor's own words, is never priced per agent. AI Agent is billed by automated interaction. The pricing page summarises the AI side as: AI Agent on every plan, pay only when it resolves a conversation.
The official help documentation defines the ticket meter broadly: a ticket is considered billable when at least one message in the ticket is sent from your Gorgias helpdesk — whether the message comes from a human agent, AI Agent, or an automatic reply from a Rule. An automatic rule-based acknowledgement therefore consumes ticket allowance exactly as a human reply does.
Here is the most important definition in the entire product, and it is not on the pricing page. The official documentation states that an interaction is considered automated if the customer does not require the involvement of a human agent within 72 hours of the interaction.
Read that carefully. The charge is not triggered by a confirmed resolution, and not by customer satisfaction. It is triggered by the absence of a human agent being involved within a three-day window. A shopper who receives an AI answer, finds it unhelpful, and simply gives up and does not write back is — under this definition — an automated interaction, and is billed as one. A shopper who receives an AI answer, is dissatisfied, and returns on day four rather than day two is likewise billed.
This is a presumption based on a time window rather than a verification of outcome. The pricing page's phrasing, pay only when it resolves a conversation, and the documentation's phrasing, does not require the involvement of a human agent within 72 hours, are not equivalent statements, and this article reports both verbatim rather than reconciling them. Prospective buyers should ask the vendor directly how reopened conversations after the 72-hour window are treated, because the documentation reviewed here does not address that case.
There is one clear protection in the merchant's favour, also from the official documentation: you are charged only a ticket fee if AI Agent responds to a ticket and does hand over the conversation to a human agent. A handoff therefore avoids the automation charge. And as noted earlier, 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 — so a fully autonomous resolution is the case that can carry both meters.
Starter — $40/mo, monthly billing only. Includes 50 tickets and 30 automated interactions. Helpdesk portion $10/mo, AI Agent portion $30/mo. Just 3 user seats. Actions and brand voice guardrails are not included. Overage: $0.40 per ticket, $1.50 per automated interaction.
Basic — $77/mo billed annually ($924/year), $90 monthly. Includes 300 tickets and 30 automated interactions. 500 user seats. Adds BigCommerce, Actions and brand voice guardrails. Overage: $0.40 per ticket, $1.50 per automated interaction.
Pro — $471/mo billed annually ($5,652/year), $550 monthly. Includes 2,000 tickets and 190 automated interactions. Marked most popular with 12,400+ brands. Adds Magento support and revenue analytics. Overage: $0.36 per ticket, $1.50 per automated interaction.
Advanced — $1,227/mo billed annually ($14,724/year), $1,430 monthly. Includes 5,000 tickets and 530 automated interactions. Adds WooCommerce support and audit logs. Overage: $0.36 per ticket, $1.50 per automated interaction.
Enterprise — quote-based, for teams above 5,000 conversations a month. Adds SSO (SAML), audit logs, SCIM provisioning, unlimited Help Centers, API at 4 requests per second, custom DPA or MSA with security review support, a dedicated CSM and solutions architect, and proactive knowledge-gap detection.
Note that the ticket overage rate falls at higher tiers ($0.40 to $0.36) but the automated interaction rate stays flat at $1.50 across every tier. The AI meter is where cost grows without volume discount, and the included allowances are modest relative to ticket allowances — Pro includes 2,000 tickets but only 190 automated interactions. A brand that succeeds at automating a large share of its queue will exhaust the AI allowance long before the ticket allowance. Two hundred automated interactions beyond the Pro allowance adds $300 to a $471 monthly bill.
Merchants have raised exactly this in public reviews, describing the $1.50 per-interaction model as producing unpredictable monthly costs. That is a foreseeable consequence of the structure rather than a hidden fee, but it does mean the advertised monthly price is a floor rather than an estimate.
Free trials are offered, with no credit card required on the annual plans. The Shopify App Store listing shows a starting price of $10 per month, reflecting the Helpdesk-only component rather than the bundled figure.
Zendesk is the general-purpose incumbent, with broader enterprise capability across industries and a mature app ecosystem. Its trade-off is the opposite of Gorgias's: less ecommerce-native context out of the box, and traditional per-agent pricing that penalises high-volume, small-team operations.
Intercom overlaps heavily on conversational support and AI-first resolution, with strong in-product messaging. Both vendors have moved to usage-based AI pricing, and anyone comparing them should compare the definitions of the billable unit rather than the headline rate — the definitions differ materially between vendors and determine what you actually pay.
Freshdesk competes primarily on price and breadth, offering a lower entry point and a free tier. It is less ecommerce-specialised, so more of the order-context work falls to configuration and custom integration.
Re:amaze and Richpanel target the same Shopify-centric segment more directly and often compete on cost. They are worth quoting if budget predictability is the deciding factor.
Zoho Desk and Help Scout suit teams wanting simpler, cheaper ticketing without the ecommerce data model, appropriate for brands whose support volume does not justify a specialised platform.
The honest summary: Gorgias's advantage is depth in the Shopify ecommerce data model, and its disadvantage is a usage-based AI meter whose definition demands scrutiny. Brands off Shopify, or brands that need fixed and predictable costs, should shortlist alternatives seriously.
The Shopify App Store listing shows 4.3 stars across 628 reviews — a large sample by any standard. But the distribution is bimodal rather than normal: 524 five-star reviews (83%), 33 four-star (5%), 7 three-star (1%), 9 two-star (1%), and 55 one-star (9%). A product where nearly one in ten reviewers gives the lowest possible rating, while five in six give the highest, is not a product with a consistent experience. It is one that works very well for some deployments and fails badly for others.
The divergence between review venues is the single most striking third-party finding. On the Shopify App Store, Gorgias holds 4.3 across 628 reviews. On Trustpilot, the same product holds 2.2 across 151 reviews. Both figures were verified first-hand for this article, and both are reported here rather than choosing whichever is more flattering.
The most plausible explanation is selection: the App Store sample skews toward merchants who successfully deployed the product within the Shopify ecosystem, while Trustpilot attracts a higher proportion of billing disputes and post-cancellation grievances. That is an explanation, not a dismissal. A prospective buyer should read both venues, and should weight the Trustpilot criticisms specifically when evaluating billing and support responsiveness.
Merchants reported that Shopify live cart visibility — being able to see what a shopper currently has in their cart — was removed in late 2025, that marketing materials had not reflected the change, and that frontline support was initially unaware of it. Gorgias staff confirmed in a public review reply that the live Shopify cart view is no longer available in the agent sidebar. This is a vendor's own written acknowledgement of a capability reduction, which makes it stronger evidence than user complaint alone, and it is a reason to verify any decisive feature in your own trial account rather than trusting collateral.
As covered above, the $1.50 per automated interaction rate does not decrease at higher tiers, and included AI allowances are small relative to ticket allowances. Merchants have reported in public reviews that this made monthly costs difficult to forecast. Combined with the 72-hour presumption definition, the result is a meter whose output depends on customer behaviour your team does not control.
Trustpilot reviewers described support staff lacking depth on their own product, software bugs, missing functionality, help documentation containing many broken links, and confusing intent functionality. Merchants separately reported no live chat channel for vendor support, with email replies committed within 48 hours. These are individual accounts rather than measured statistics, but they recur consistently enough across two independent venues to be treated as a pattern.
Starter includes just 3 user seats and omits Actions and brand voice guardrails, so a Starter trial does not represent the full product. Audit logs are restricted to Advanced and above, which may be a compliance blocker for regulated buyers at lower tiers. Voice and SMS are paid add-ons rather than included channels.
The vendor's marketing site says 300+ integrations, the pricing page's feature table says 254 apps, and the Shopify App Store listing says 100+. Three figures across three official surfaces is a reason to verify that the specific integrations you depend on exist, rather than relying on any headline number.
TechCrunch reported that the CEO acknowledged monitoring cash burn, slowing go-to-market hiring and cutting costs in the economic environment of 2022. That reporting is now several years old and the company's stated brand count has grown substantially since, so it should be read as historical context rather than a current assessment.
The pricing page states GDPR and CCPA compliance across all tiers. Enterprise adds a custom DPA or MSA with security review support. The vendor also states a direct partnership with OpenAI providing deeper model access. Buyers with specific data residency or subprocessor requirements should request current documentation directly, as the pricing page's compliance line is a summary rather than a full statement.
There is no permanently free tier. The vendor offers free trials, and the annual plans are marked as requiring no credit card to start. The lowest paid entry point is the Starter plan at $40 per month, billed monthly only, which includes 50 tickets and 30 automated interactions. The Shopify App Store listing displays a starting price of $10 per month, which corresponds to the Helpdesk component of Starter rather than the full bundled price.
Through two separate meters. Tickets are billed when at least one message in a ticket is sent from your helpdesk, whether by a human, the AI, or an automatic rule reply. Automated interactions are billed separately at $1.50 each beyond your included allowance, at every tier. The official documentation defines an automated interaction as one where the customer does not require the involvement of a human agent within 72 hours of the interaction. A ticket resolved entirely by AI without human involvement can incur both a ticket fee and an automation fee.
Based on the published definition, yes. The billing trigger is the absence of human agent involvement within 72 hours, not confirmed resolution or customer satisfaction. A shopper who receives an unsatisfactory answer and simply does not follow up within that window meets the definition of an automated interaction. If the AI hands off to a human agent, only the ticket fee applies. The documentation reviewed for this article does not address how conversations reopened after the 72-hour window are treated, so buyers should ask the vendor directly.
Shopify and Shopify Plus are supported on all self-serve tiers. BigCommerce requires Basic or above, Magento requires Pro or above, and WooCommerce requires Advanced. Multi-store support is unlimited on every tier. For Magento and WooCommerce merchants, this means the practical entry price is considerably higher than the advertised starting figure.
Both are available as paid add-on modules rather than included channels, with pricing that scales with call and text volume. Email, live chat, contact form, Facebook, Instagram, TikTok Shop and WhatsApp are included as standard channels across all tiers.
They diverge sharply by venue and should be read together. The Shopify App Store shows 4.3 stars across 628 reviews, but with a bimodal distribution — 83% five-star alongside 9% one-star. Trustpilot shows 2.2 stars across 151 reviews. Both figures are current and verified. The most likely explanation is different sampling populations, with the App Store capturing successful Shopify deployments and Trustpilot capturing more billing and support grievances.
Recurring themes across review venues are unpredictable monthly costs from per-interaction AI billing, vendor support staff lacking depth on the product, software bugs and missing functionality, help documentation with broken links, and confusing intent detection. Separately, merchants reported the removal of Shopify live cart visibility from the agent sidebar in late 2025 — a change Gorgias staff confirmed publicly.
The Starter plan includes 3 user seats. Basic, Pro and Advanced each include 500 seats. Because Helpdesk is billed by ticket volume and never priced per agent, adding team members does not by itself increase the subscription cost — a meaningful difference from per-seat competitors for teams with high conversation volume relative to headcount.
Not really. The product is designed around an ecommerce data model — orders, fulfillment, returns, product catalogues — and its differentiating capabilities all depend on that context. A business without orders to reference would be paying for specialisation it cannot use, and would be better served by a general-purpose helpdesk.
All tiers state GDPR and CCPA compliance. Audit logs are available only on Advanced and Enterprise. SSO via SAML and SCIM provisioning are Enterprise-only, as is a custom DPA or MSA with security review support. Buyers with specific data residency, subprocessor or certification requirements should request current documentation from the vendor, since the pricing page's compliance statement is a summary rather than a complete description.
