AI Summary
About
Gorgias is a conversational AI helpdesk built specifically for ecommerce, centralizing email, live chat, social channels, SMS, and voice into a single inbox alongside an AI Agent that can resolve support tickets and drive sales. It is deeply integrated with Shopify, BigCommerce, Magento, and WooCommerce, with order data, returns, refunds, and subscription management surfaced directly in the agent’s workflow. The company reports that it serves more than 15,000 brands — including Steve Madden, Glossier, Princess Polly, Olipop, and BruMate — and that roughly 40% of the top 250 Shopify brands use the platform.
Founded in Paris in 2015 by CEO Romain Lapeyre and CTO Alex Plugaru (and later headquartered in San Francisco), Gorgias has raised more than $100M. Sapphire Ventures led a $25M Series B in December 2020 (then 4,500 stores); Transpose Platform and Shopify led a $30M round in August 2022 that valued the company at $710M; and a $29M round led by SaaStr and Alven in May 2024 valued it at $530M — a notable down-round from the 2022 peak even as ARR rose from $25M (2022) to $51M (2023) to $69M (2024). Gorgias competes directly with horizontal support suites like Zendesk and Intercom, but differentiates on ecommerce specificity and — most distinctively — on pricing structure. Where incumbents built per-seat businesses, Gorgias meters on billable tickets and includes unlimited users on every plan, positioning the model as “pricing that scales with your growth—not your headcount.”
The AI Agent product (formerly branded “Automate”), built on large language models, is the company’s growth engine and is priced as a pure outcome-based add-on: customers pay only when the AI fully resolves a conversation. Gorgias markets the AI Agent as costing roughly 20% of a new support hire, with case-study automation rates reported in the 26–56% range and large CSAT and conversion lifts.
Pricing summary : ticket-metered tiers plus a per-resolution AI Agent
Gorgias uses a hybrid model that combines ticket-metered subscription tiers with a per-resolution outcome-based add-on. The model has three dimensions:
- Helpdesk tier (ticket-metered): A monthly fee scaled by included billable tickets — Starter $10/mo (50 tickets), Basic $60/mo (300), Pro $360/mo (2,000), Advanced $900/mo (5,000), and custom Enterprise. Annual billing saves up to 16%. Every tier includes unlimited users (Starter capped at 3).
- Ticket overage (usage): Tickets above the plan allotment bill per ticket — +$0.40/ticket on Starter, +$40/100 tickets on Basic, and +$36/100 tickets on Pro and Advanced.
- AI Agent (per-resolution add-on): $0.90 per fully resolved conversation on Email and Chat, billed only when the AI automates an interaction end-to-end. Voice and SMS are separate channel add-ons priced by ticket volume.
What makes this different: Gorgias decouples price from headcount entirely — the meter is the support conversation, not the agent seat — and then layers a clean outcome-based AI charge on top, so the platform and the AI bill on two distinct value metrics.
Pricing by product
Helpdesk (published plans)
| Tier | Price (monthly-billed) | Included | Key mechanics |
|---|---|---|---|
| Starter | $10 /mo | 50 billable tickets/mo; up to 3 users | +$0.40 / overage ticket; 2 req/sec API |
| Basic | $60 /mo | 300 billable tickets/mo; up to 500 users | +$40 / 100 overage tickets; unlimited help articles |
| Pro | $360 /mo | 2,000 billable tickets/mo; up to 500 users | +$36 / 100 overage tickets; “most-marketed tier” |
| Advanced | $900 /mo | 5,000 billable tickets/mo; up to 500 users | +$36 / 100 overage tickets; 24/7 priority support |
| Enterprise | Custom | Custom ticket volume; up to 500 users; dedicated CSM | 4 req/sec API; sales-led, quoted |
Annual (“yearly”) billing lowers the headline prices to roughly Starter $10, Basic $50, Pro $300, and Advanced $750/mo — up to 16% off versus monthly.
AI Agent (per-resolution add-on)
| Item | Price | Included / scope | Key mechanics |
|---|---|---|---|
| AI Agent | $0.90 / resolution | Layers on any plan; Email + Chat | Billed only on fully automated resolutions |
The AI Agent handles pre- and post-sales FAQs, returns and refunds, order and subscription edits, dynamic discounts, and product recommendations. Gorgias references “600 automated interactions” as an example allotment in its configurator, but the meter is per resolved conversation at $0.90 each. Gorgias’s own AI Agent pricing explainer notes the rate steps up to roughly a dollar per resolution on the entry Starter plan. A conversation handed off to a human is not billed as a resolution — it falls back to your Helpdesk ticket plan, so the same interaction is never charged twice.
Channel add-ons (Voice & SMS)
| Add-on | Price | Scope | Key mechanics |
|---|---|---|---|
| Voice | unknown (by volume) | Phone support inside the helpdesk | Priced after selecting a ticket volume |
| SMS | unknown (by volume) | Inbound text-message support | Priced after selecting a ticket volume |
Voice and SMS rates are not published as a flat figure — the pricing page shows ”$–/month” until a ticket volume is selected, so the rate is effectively quote-on-configuration. WhatsApp, Facebook, Instagram, and TikTok channels are included in the base plans.
Sales motions across products: PLG / self-serve for the four published helpdesk tiers and the AI Agent add-on; sales-led for Enterprise and for Voice/SMS volume quotes.
Hidden costs : what AI Agent resolutions and ticket overage add to the bill
The published tier fee understates what a busy ecommerce brand actually pays, because both ticket overage and AI Agent resolutions stack on top of the base plan.
A mid-volume brand on Pro with the AI Agent
A growing brand on Pro (2,000 included tickets) that handles 3,000 tickets in a peak month and resolves 1,500 of them with the AI Agent:
| Line item | Monthly cost |
|---|---|
| Pro base plan (2,000 tickets) | $360 |
| Ticket overage (1,000 extra × $36/100) | $360 |
| AI Agent resolutions (1,500 × $0.90) | $1,350 |
| Total | $2,070 |
At moderate automation volumes the AI Agent fee alone can exceed the platform subscription several times over — the per-resolution charge, not the seat count, becomes the dominant line item.
Want to estimate your own Gorgias bill? Use the Gorgias pricing calculator to model your monthly cost based on ticket volume, overage, and AI Agent resolutions.
Pricing evolution : from ticket tiers to outcome-based AI billing
Gorgias has kept one principle fixed for six years — meter on tickets, include unlimited users — while completely reworking how it charges for automation: from no AI product (2020), to a flat-fee Automation add-on (2022), to a bundled automation-percentage slider (2025), to today’s transparent flat $0.90-per-resolution AI Agent.
Cadence
| Quarter | Price changes | Product / SKU additions | Notes |
|---|---|---|---|
| 2022 Q3 | 1 | 1 | Tier prices rise to the still-current Basic $60 / Pro $360 / Advanced $900; first Automation add-on appears as a flat monthly fee (+$30/$180/$450). |
| 2023 Q2 | 1 | 1 | A monthly-only Starter tier (50 tickets, 3 seats, +$0.40/ticket) is added; add-ons split into separate Automation, Voice, and SMS lines. |
| 2024 Q2 | 0 | 1 | Pricing page becomes a 3-step configurator (Helpdesk / Automate / Add-ons); a billable automated interaction is formally defined. |
| 2025 Q1 | 1 | 0 | Plans sold by automation percentage (0–50%), bundling automated tickets into a blended headline price (~$0.83–$1.00 each). |
| 2026 Q2 | 1 | 0 | Slider dropped for a transparent flat $0.90 per resolved conversation ($1.00 on Starter) layered on published ticket tiers. |
Tracked range: 2020-07–2026-06-07. Quarters not listed were verified stable (0 price changes, 0 SKU additions) from legible snapshots. Several late-2025/2026 snapshots returned 503 service-unavailable pages and could not be read; the slider-to-flat migration is dated to the window between the last legible slider snapshot (2025-08) and the 2026-06-07 capture.
Notable changes
- 2020-07 — Three published tiers (Basic $50 / Pro $250 / Advanced $625) metered on tickets with unlimited users; overage charged per 100 tickets ($25 / $23 / $14); no AI product.
- 2022-08 — Tier prices reset to Basic $60 / Pro $360 / Advanced $900 (the prices still live in 2026); a flat-fee Automation add-on launches for self-service deflection.
- 2023-06 — A monthly-only Starter tier (50 tickets) is introduced and overage rates settle at +$0.40/ticket (Starter), +$40/100 (Basic), +$36/100 (Pro/Advanced).
- 2024-06 — Gorgias formalises outcome-based AI billing by defining a billable “automated interaction” (a request resolved with no agent involvement) inside a new Automate configurator step.
- 2025-01 — Automation is sold as a percentage slider that bundles automated tickets into the headline price (Basic 30% = $140/mo including 90 automated tickets).
- 2026 — The slider is replaced by a transparent flat $0.90 per resolved conversation (Gorgias AI Agent pricing explainer), with the AI fee billed only on full automation and not double-billed as a Helpdesk ticket.
The automation-pricing migration in detail
The most interesting thread in Gorgias’s history is not its tier prices — those have barely moved since 2022 — but how it has priced AI three different ways in four years. The first Automation add-on (2022) was a flat monthly fee bolted onto each tier: predictable for Gorgias, but it charged customers whether or not the automation deflected anything. By 2024 Gorgias had defined a billable “automated interaction” and, in 2025, packaged it as an automation-percentage slider — Basic at 10% automation cost $75/mo and bundled 30 automated tickets, 20% cost $104 and bundled 60, implying roughly $0.83–$1.00 per automated ticket hidden inside the headline number. The current model strips that opacity away: a flat, published $0.90 per resolved conversation ($1.00 on Starter) that bills only when the AI closes a ticket end-to-end and explicitly does not double-charge as a Helpdesk ticket. The trajectory — flat fee → blended slider → transparent per-outcome — is a clean case study in converging on the value metric the buyer actually understands.
What’s unique : ticket metering with unlimited seats and outcome-based AI
1. The meter is the conversation, not the seat. Gorgias includes unlimited users on every paid plan and bills on billable tickets per month, an explicit structural rejection of the per-agent model used by Intercom and Zendesk. This aligns cost with support workload rather than team size.
2. Outcome-based AI billing layered on a subscription base. The AI Agent charges $0.90 only when it fully resolves a conversation, making it one of the clearest examples of per-resolution outcome pricing in the corpus — the same category Intercom’s Fin defined.
3. Tiered overage economics that reward scale. Overage drops from +$0.40/ticket on Starter to +$36/100 tickets ($0.36/ticket) on Pro and Advanced, so per-ticket marginal cost falls as volume grows.
Strengths & weaknesses
| Strengths | Weaknesses |
|---|---|
| Unlimited users removes seat-cost friction for large CX teams | AI Agent resolution fees can dwarf the base subscription at scale |
| Transparent, public ticket-tier pricing with clear overage | Voice and SMS rates are gated behind a volume selector |
| Clean outcome-based AI billing aligned to delivered automation | Large gaps between tiers (300 → 2,000 → 5,000 tickets) force jumps |
| Deep Shopify/ecommerce integration baked into every plan | Starter’s 3-user cap and 50-ticket allotment is very tight |
Billing UX : ticket-volume configurator and channel add-on selectors
- Monthly / Yearly billing toggle — switches the headline tier prices between monthly-billed and annual rates (up to 16% off), shown as a “Billed Monthly / Billed Yearly” pill on the pricing page.
- Ticket-volume configurator — selecting a tier surfaces a live “Total price” that combines the chosen tier with AI Agent interaction volume (the captured example showed $960/mo monthly vs $840/mo yearly).
- AI Agent interaction selector — a dropdown (e.g. “600 automated interactions”) that estimates AI Agent cost at $0.90 per resolved conversation.
- Voice / SMS volume selectors — separate add-on cards that price phone and SMS support only after a ticket volume is chosen (“Select a ticket volume”).
- Feature comparison by plan — an expandable, “show differences only” comparison grid covering tickets, plan price, overage, API rate limit, seats, channels, integrations, and support across all five tiers.
Strategic wins : why decoupling price from headcount works
1. Pricing on tickets, not seats, defuses the biggest objection in CX software
By making users unlimited, Gorgias removes the per-seat tax that makes scaling a support team expensive on Zendesk or Intercom. Cost tracks workload, which buyers find fairer and easier to forecast. This is a textbook example of choosing the right usage metric so that price maps to customer outcomes rather than internal convenience.
2. Outcome-based AI pricing makes the AI Agent an easy “yes”
Charging $0.90 only on full resolutions means the AI Agent has near-zero downside risk for the buyer — you pay when it works. This outcome-based AI pricing lowers the bar to adoption and lets revenue grow with automation success.
3. Public, transparent tier pricing builds trust in a gated category
Publishing exact tier fees and overage rates — where many CX vendors hide behind “contact sales” — is a transparency advantage that accelerates self-serve adoption among SMB Shopify brands, and it sidesteps the value-metric problem that traps seat-priced incumbents.
Areas to improve : gated channel rates and large tier gaps
1. Publish Voice and SMS rates
Hiding Voice/SMS pricing behind a volume selector breaks the otherwise-transparent pricing story and forces a sales touch for a feature buyers expect to self-serve. Publishing per-minute and per-message rates (even as ranges) would extend the transparency advantage to every channel.
2. Add intermediate ticket tiers
The jump from Basic (300 tickets) to Pro (2,000) and then Advanced (5,000) leaves wide gaps where a brand handling ~800 tickets overpays on overage or jumps to a far larger plan. A mid-step tier would smooth the pricing curve across usage-based models and reduce overage shock.
3. Make total AI Agent cost more predictable
Because AI Agent fees scale linearly with resolutions, heavy automators can see the add-on exceed their subscription several times over. A volume-discount schedule or an optional resolution cap would make budgeting easier for high-automation brands.
Key takeaways
- Meter on the work, not the worker. Gorgias prices on billable tickets with unlimited users, aligning cost to support workload instead of team size — a model other workflow tools can borrow when seats are a weak value metric, as covered in our usage-based pricing for AI SaaS analysis.
- Outcome pricing lowers AI adoption risk. Charging $0.90 only on full resolutions removes downside for the buyer and ties vendor revenue to delivered automation.
- Layer two value metrics cleanly. The platform bills on tickets while the AI bills on resolutions, keeping each charge legible rather than bundling them into one opaque number.
- Transparency is a moat in gated categories. Publishing exact tier and overage rates accelerates self-serve adoption where competitors require sales calls.
- Watch the dominant line item. At scale the AI Agent fee, not the subscription, drives the bill — pricing teams must model the usage component, not just the headline tier.
UBP implications
- Conversations are a credible alternative to seats as a value metric. Gorgias shows a workload-based meter can replace per-seat pricing entirely in a seat-dominated category, which is relevant to any usage-based pricing transition.
- Per-resolution billing is becoming the standard for support AI. Gorgias’s $0.90/resolution mirrors Intercom’s Fin, reinforcing per-resolution as the canonical outcome unit for customer-service automation.
- Hybrid models can keep each meter independent. Separating the subscription meter (tickets) from the AI meter (resolutions) is a packaging pattern that preserves pricing clarity as products add AI features.
Sources
- Gorgias pricing page (accessed 2026-06-07)
- Gorgias for Enterprise (accessed 2026-06-07)
- Gorgias blog (accessed 2026-06-07)
Compare Gorgias against other customer-service pricing in the pricing blueprint.
Bottom line
Gorgias rebuilt helpdesk pricing around the conversation instead of the agent — unlimited users, ticket-metered tiers, and an outcome-based AI Agent at $0.90 per resolution — making cost track support workload and automation success rather than headcount. The trade-off is that at scale the usage components, especially AI Agent resolutions, can quietly become the largest line on the bill.
Want to compare Gorgias against other customer-service pricing? Browse the pricing blueprint.
Pricing timeline : Major events on a vertical axis
Each milestone below corresponds to a public pricing change, product launch, or material adjustment. Major events use a filled marker; minor adjustments use a faded one.
Transparent flat per-resolution AI Agent + published tiers
Gorgias drops the automation-percentage slider for a transparent structure: four published helpdesk tiers (Starter $10, Basic $60, Pro $360, Advanced $900 monthly-billed) on billable tickets with unlimited users, plus an AI Agent add-on at a flat $0.90 per resolved conversation ($1.00 on Starter) and Voice/SMS channel add-ons priced by volume.
Automation-percentage slider blends AI cost into tier price
Plans are sold by automation level (0% / 10% / 20% / 30% / 50%), with each step adding automated tickets at a blended rate (Basic 10% = $75 incl. 30 automated tickets, 20% = $104 incl. 60, 30% = $140 incl. 90) — an implied ~$0.83–$1.00 per automated ticket bundled into the headline price.
Configurator flow and per-automated-interaction billing
The pricing page becomes a three-step configurator (1. Helpdesk, 2. Automate, 3. Add-ons) and Gorgias defines a billable 'automated interaction' — a request fully resolved without agent involvement — formalising outcome-based AI billing alongside the ticket meter.
Starter tier added; channel add-ons split out
A monthly-only Starter tier (50 tickets, 3 seats, +$0.40/ticket overage) joins the lineup, and add-ons are restructured into separate Automation (+$25/mo), Voice (+$25/mo) and SMS (+$17/mo) lines. Annual pricing lands at Basic $50 / Pro $300 / Advanced $750 — the annual figures still shown in 2026.
Price increase and the first Automation add-on
Tier prices rise and reset the included-ticket math: Basic $60/mo (300 tickets), Pro $360/mo (2,000), Advanced $900/mo (5,000) — the tier prices still in force in 2026. A flat-fee Automation add-on appears (+$30/mo Basic, +$180/mo Pro, +$450/mo Advanced) for self-service deflection; overage rises to +$40/100 (Basic) and +$36/100 (Pro/Advanced).
Three-tier ticket-metered helpdesk, unlimited users
Gorgias prices three published tiers metered on monthly tickets with unlimited users on every plan: Basic $50/mo (350 tickets, +$25/100 overage), Pro $250/mo (2,000 tickets, +$23/100), Advanced $625/mo (6,000 tickets, +$14/100), plus custom Enterprise. No AI/automation product yet.
- · Gorgias bills on tickets, not seats — every plan from Starter to Advanced includes unlimited users, an explicit rejection of the per-agent model Zendesk and Intercom built their businesses on.
- · Gorgias has priced AI three different ways in four years: a flat monthly Automation add-on (2022), a bundled automation-percentage slider (2025), and finally a transparent flat $0.90 per resolved conversation (2026).
- · Gorgias's core tier prices have barely moved since 2022 — Basic $60, Pro $360, Advanced $900 are the same numbers Wayback shows on the August 2022 pricing page.
Questions & answers
- How much does Gorgias cost?
- Gorgias has four published tiers metered on tickets per month: Starter at $10/mo (50 tickets), Basic at $60/mo (300 tickets), Pro at $360/mo (2,000 tickets), and Advanced at $900/mo (5,000 tickets) on monthly billing. Annual billing lowers these to roughly $10, $50, $300, and $750/mo. Enterprise is custom-quoted.
- Does Gorgias charge per user or per seat?
- No. Gorgias includes unlimited users on every plan and bills on billable tickets per month instead of per agent seat. Starter is the exception with a 3-user cap; all higher tiers allow up to 500 users.
- How is the Gorgias AI Agent priced?
- The AI Agent is an add-on charged at $0.90 per resolved conversation on most plans (Gorgias's blog notes the rate is slightly higher, around a dollar, on the entry Starter plan) — you pay only for fully automated interactions that the AI resolves end-to-end on Email and Chat. It is outcome-based, not a flat subscription, and a resolution is not also billed as a Helpdesk ticket.
- Has Gorgias pricing changed over time?
- The core tier prices (Basic $60, Pro $360, Advanced $900) have been stable since August 2022. What has changed is AI pricing: a flat Automation add-on in 2022, a bundled automation-percentage slider in 2025, and finally a transparent flat $0.90 per resolved conversation by 2026.
- What happens if I exceed my ticket allotment on Gorgias?
- You pay overage per ticket above your plan allotment: +$0.40 per ticket on Starter, +$40 per 100 tickets on Basic, and +$36 per 100 tickets on both Pro and Advanced. Enterprise overage is custom.
- How much do Voice and SMS cost on Gorgias?
- Voice and SMS are sold as separate channel add-ons priced by ticket volume. Gorgias does not publish a flat rate on the pricing page — the cost is shown only after selecting a ticket volume, so it must be quoted.