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Helpdesk review

Gorgias review

By Gorgias · Model Gorgias Helpdesk

A capable ecommerce helpdesk with deep Shopify links and useful automation; ticket overages, extra AI charges and uneven support are the main drawbacks.

Best for
Shopify brands with several support agents
Main concern
Ticket overages and AI charges raise costs

Researched with AI Checked by admin Last verified 27 Sep 2026

Gorgias
Screenshot: The Buy Brief
BuyScore 71 Good
Evidence Confidence
High
How this was worked out
Expert coverage2 / 3
Official data2 / 2
Owner discussions1 / 1
Agreement1 / 2
Recency2 / 2
Hands-on bonus0
Total (max 10)8

9–10 Very high · 7–8 High · 5–6 Moderate · 3–4 Limited · 0–2 Insufficient. Fewer than two independent sources is always Insufficient.

Methodology v1.0 · Sep 2026

Before You Buy

Consider it if

  • Your store runs on Shopify and agents need order actions in the ticket
  • Your team is large relative to its monthly ticket volume
  • You want to automate order-status and returns questions

Skip it if

  • You are not an online retailer
  • Your ticket volume spikes sharply in peak season
  • You need SAML SSO without a custom contract

Product DNA

  • Ticketing and workflow · weight 20 76

    Unified inbox with Shopify order actions, macros and rules is praised; saved views, SLA policies below Pro and customisation are limited.[7][8][9][10][11]

  • Channels (email, chat, social, voice) · weight 15 72

    Email, chat, social and help center on every plan; WhatsApp supported, but voice and SMS are paid add-ons and the comparison table excludes them on Starter.[1][6]

  • Automation and AI assistance · weight 15 78

    Reviewers rate its ecommerce automations highly, but AI Agent is billed per interaction and a reviewer found it Shopify-only.[1][8][9][10]

  • Ease of use for agents · weight 15 74

    An expert review calls it intuitive and owners like the single inbox, but some report slowdowns and dislike the new interface.[7][11][13]

  • Cost at 1 / 10 / 50 agents · weight 15 66

    Flat ticket pricing beats per-agent rivals for large teams, but above Starter small teams can pay more than Freshdesk Growth, and overages and AI add up.[1][16][17][18][19]

  • Reporting · weight 10 62

    Reviewers describe reporting as basic or shallow on lower plans, with revenue attribution reserved for higher tiers.[1][8][9][11]

  • Security and vendor track record · weight 10 62

    SOC 2 Type II and EU hosting claimed, no CVEs found; SAML is custom-only, a status monitor logged 18 incidents in 90 days and support reviews are mixed.[1][4][5][13][14][15]

BuyScore is the weighted average of these scores, using the helpdesk weights. How we score helpdesk

Expert consensus

3 independent expert reviews

  • 2 positive
  • 1 mixed
  • 0 negative

Reviewers agree Gorgias is a strong fit for ecommerce brands, especially on Shopify, because order data and actions sit inside the ticket and routine questions can be automated [7][8][9][10]. The main drawbacks they raise are limited customisation, reporting that can feel basic, rising costs from ticket overages and AI Agent charges, and weak fit outside online retail [8][9][10].

  • The CX Lead[7] Solid ecommerce helpdesk for Shopify merchants; setup takes time and customisation is limited · 30 Jun 2026
  • The CTO Club[8] Good automation and channel handling for online retail, but reporting and customisation are thin · 1 Sep 2026
  • GetOmnichannel[9] Best suited to growing Shopify brands; ticket billing favours bigger teams but punishes volume spikes · 5 Sep 2026
  • Chatimize[10] Strong all-in-one option for Shopify stores, with an AI Agent limited to Shopify and costly for small shops · 22 Sep 2026

What owners often mention

Often praised

  • All channels in one place, with Shopify order details and actions inside the ticket[11][12]
  • Macros and rules cut repetitive work[11]
  • Ticket-based pricing lets the whole team have access without paying per seat[11]
  • Several owners say the AI Agent resolves a real share of routine questions[12]

Common complaints

  • Slowdowns when loading tickets at busy times, and bugs[11][13]
  • Support quality: several owners describe slow or unhelpful answers, though others praise their success managers[12][13]
  • Billing surprises, including charges for spam calls on Voice and a charge during a trial[11][12]
  • Reporting and some basics (such as saved filtered views) are missing or shallow[11]
  • Some owners dislike the recent redesigned interface[13]

After a year or more

  • one owner with several years of use says support has declined and an issue took months to resolve[12]

Summarised from public owner discussions linked above. These are themes, not measured rates.

Claim vs Evidence

What Gorgias is

Gorgias is a helpdesk built for online retailers, with an optional AI Agent add-on. Unlike most rivals, it is priced by monthly ticket volume rather than per agent, with plans ranging from 50 to 5,000 tickets a month. Email, chat, social and a help centre are included on every plan, and it connects to Shopify, Shopify Plus, WooCommerce, BigCommerce and Magento, plus more than 150 other apps.

Where it stands out

Reviewers agree that Gorgias suits ecommerce brands, particularly those on Shopify, because order details and actions sit inside the ticket, so agents can see what a customer bought and act on it in one place. Owners praise having every channel in a single inbox and say macros and rules cut repetitive work. Reviewers rate its ecommerce automations highly, and several owners on the Shopify App Store say the AI Agent resolves a real share of routine questions. Because pricing is tied to tickets, owners like being able to give the whole team access without paying per seat.

Where it falls short

Reviewers point to limited customisation and reporting that can feel basic, with revenue attribution kept for higher plans. Owners mention missing basics such as saved filtered views, slowdowns when loading tickets at busy times, and bugs, and some dislike the recently redesigned interface. Support draws mixed comments: several owners describe slow or unhelpful answers, while others praise their success managers, and one long-standing customer says support has declined. A third-party status monitor logged 18 service incidents in the 90 days to 27 September 2026. One reviewer also found the AI Agent works only with Shopify stores.

What it really costs

On 27 September 2026 the pricing page listed Starter at $10 a month for 50 tickets, capped at three users. Basic costs $60 a month, or $50 a month billed annually, for 300 tickets; Pro costs $360, or $300 annually, for 2,000 tickets; and Advanced costs $900, or $750 annually, for 5,000 tickets. Extra tickets cost $0.40 each on Starter and Basic and $0.36 on Pro and Advanced. The AI Agent is a separate fee with a set allowance of automated interactions, priced at $0.90 each on annual billing and $1.00 on monthly billing. Reviewers and owners report that interactions beyond the allowance cost $1.50 each, and every automated interaction also counts as a helpdesk ticket. Voice and SMS are paid add-ons. There is no free plan, but a 30-day trial is offered. For large teams with modest ticket volumes, flat pricing can undercut per-agent rivals; above Starter, however, small teams can pay more than they would on Freshdesk’s Growth plan.

Who should look elsewhere

Businesses that are not online retailers will get less from its ecommerce focus, and Zendesk Suite is a more general-purpose choice. Stores whose ticket volume spikes sharply in peak season should work out overage costs first, as reviewers warn these can rise quickly alongside AI charges. Teams that need SAML single sign-on should note that it is listed only for custom plans. Small teams chasing the lowest per-agent price may prefer Freshdesk, while Help Scout offers simple per-user pricing.

Key specs
SpecValueBasis
Billing unitPriced by monthly ticket volume, not per agent; plans range from 50 to 5,000 tickets a monthClaimed [1]
Billable ticketA ticket becomes billable once at least one message is sent from the helpdesk (by an agent, AI Agent or a rule)Claimed [2]
User seatsStarter 3; Basic, Pro and Advanced 500 each; the pricing FAQ says seats depend on the planClaimed [1]
Channels on all plansEmail, chat, social and help centerClaimed [1]
Voice and SMSPaid add-ons (Voice from $25/mo, SMS from $17/mo, annual pricing, viewed 2026-09-27); the comparison table shows them unavailable on Starter, although the add-ons section says they can be added to any planClaimed [1]
WhatsAppSupported through a Meta Business Account; plan eligibility not statedClaimed [6]
AI AgentOptional add-on with a set number of included automated interactions per plan (30, 30, 190, 530), priced at $0.90 each on annual and $1.00 on monthly billing; above the allowance, $1.50 per interaction according to reviewers and owners; each automated interaction also counts as a helpdesk ticketClaimed [1][10][13]
Ecommerce platformsShopify / Shopify Plus, WooCommerce, BigCommerce, Magento (availability varies by plan)Claimed [1]
Integrations150+ app integrations; API at 2 requests per second on listed plansClaimed [1]
SSOGoogle and Microsoft 365 SSO [4]; audit logs on Pro and Advanced; SAML SSO listed only for custom plans [1]Claimed [1][4]
HostingGoogle Cloud Platform [4]; EU customers hosted on EU servers [5]Claimed [4][5]

Cost reality

Good value if your monthly ticket volume fits the plan's included tickets
Cost at 1, 10 and 50 agents
PlanPer agent 1 agent 10 agents 50 agents Billing
Starter (50 tickets/mo; 3 users; overage $0.40/ticket)[1] Not per user $10/mo ($120/yr) Not available (3-user cap) Not available (3-user cap) Monthly
Basic (300 tickets/mo; 500 users; overage $40 per 100 tickets)[1] Not per user $60/mo or $600/yr $60/mo or $600/yr $60/mo or $600/yr Monthly
Pro (2,000 tickets/mo; 500 users; overage $36 per 100 tickets)[1] Not per user $360/mo or $3,600/yr $360/mo or $3,600/yr $360/mo or $3,600/yr Monthly
Advanced (5,000 tickets/mo; 500 users; overage $36 per 100 tickets)[1] Not per user $900/mo or $9,000/yr $900/mo or $9,000/yr $900/mo or $9,000/yr Monthly
Rival: Zendesk Suite Team / Professional[16] $55 / $115 per agent a month annual; monthly price not shown on the pricing page $55 / $115 per month $550 / $1,150 per month $2,750 / $5,750 per month Annual
Rival: Freshdesk Growth / Pro[17] $19 / $55 per agent a month annual; $23 / $66 monthly $19 / $55 per month $190 / $550 per month $950 / $2,750 per month Monthly
Rival: Help Scout Standard / Plus[18] $21 / $37.80 per user a month annual; $25 / $45 monthly $21 / $37.80 per month $210 / $378 per month $1,050 / $1,890 per month Monthly
Rival: Intercom Essential / Advanced[19] $29 / $85 per seat a month annual; $39 / $99 monthly $29 / $85 per month $290 / $850 per month $1,450 / $4,250 per month Monthly

Verified on the vendor's pricing page 27 Sep 2026.

Free plan
No free plan was found [1]. A 30-day free trial is offered, with limits such as capped outbound email and no help center during the trial [3]; the pricing page says no credit card is required for Basic and Pro trials [1].
Renewal and hidden costs
Tickets over the included volume are charged at $0.40 each on Starter and Basic and $0.36 on Pro and Advanced [1][2]. AI Agent is an extra fee that includes a set number of automated interactions: $30/mo on Starter (monthly only), and on Basic, Pro and Advanced $27, $171 and $477 a month billed annually or $30, $190 and $530 billed monthly [1]. Interactions above the allowance cost $1.50 each, according to reviewers and owners [10][13], and every automated interaction also counts as a helpdesk ticket [1]. Voice and SMS are separate add-ons [1]. Reviewers warn that seasonal ticket spikes and AI charges can raise costs sharply [9][10], and owners report charges for spam voice calls [12].

Security record

  • NVD / CVE[14] No CVE records for the keyword "gorgias" · checked 27 Sep 2026
  • CISA KEV[20] No entries for Gorgias in catalogue version 2026.09.25 (1,726 entries) · checked 27 Sep 2026
  • Vendor advisories[4] Bug bounty programme listed as paused . Web searches covering the last 36 months found no reported breach or security incident (search result; no single source) · checked 27 Sep 2026

Availability and regional notes

Prices on the pricing page are shown in US dollars [1]; other currencies are not listed. Hosting is on Google Cloud, and EU customers are hosted on EU servers [5]; no other regional hosting options were found. Availability in the UK, Canada, Australia and India: no restrictions found, not confirmed.

More in Helpdesk

Sources

  1. [1] Gorgias Pricing – Build the customer support suite that fits your needs Gorgias · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  2. [2] What counts as a billable ticket or automated interaction? Gorgias Help Center · Manufacturer · 11 Sep 2026 · checked 27 Sep 2026
  3. [3] Create a Gorgias helpdesk Gorgias Help Center · Manufacturer · 13 Sep 2026 · checked 27 Sep 2026
  4. [4] Gorgias – Security Policy Gorgias · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  5. [5] Security and privacy FAQ for Gorgias AI Agent Gorgias Help Center · Vendor documentation · 27 Jan 2026 · checked 27 Sep 2026
  6. [6] WhatsApp 101 Gorgias Help Center · Manufacturer · 27 Mar 2026 · checked 27 Sep 2026
  7. [7] Gorgias Review: Pros, Cons, Features and Pricing The CX Lead · Expert review · 30 Jun 2026 · checked 27 Sep 2026
  8. [8] Gorgias Review: Pros, Cons, Features, and Pricing The CTO Club · Expert review · 1 Sep 2026 · checked 27 Sep 2026
  9. [9] Gorgias Review 2026: Pricing, The Ticket Math & Verdict GetOmnichannel · Expert review · 5 Sep 2026 · checked 27 Sep 2026
  10. [10] Gorgias Review 2026: Features, Pros and Cons, Pricing Chatimize · Expert review · 22 Sep 2026 · checked 27 Sep 2026
  11. [11] Gorgias Reviews 2026. Verified Reviews, Pros & Cons Capterra · Owner discussion · 27 Sep 2026 · checked 27 Sep 2026
  12. [12] Reviews: Gorgias: AI, Helpdesk & Chat Shopify App Store · Owner discussion · 27 Sep 2026 · checked 27 Sep 2026
  13. [13] Gorgias Reviews Trustpilot · Owner discussion · 27 Sep 2026 · checked 27 Sep 2026
  14. [14] CVE API keyword search: gorgias NVD · Vulnerability database · 27 Sep 2026 · checked 27 Sep 2026
  15. [15] Is Gorgias Down? Check current status and user reports IsDown · Measurement · 27 Sep 2026 · checked 27 Sep 2026
  16. [16] Zendesk Pricing Plans | Starting from $19/month Zendesk · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  17. [17] Freshdesk Customer Support Software Pricing & Plans | Freshworks Freshworks · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  18. [18] Pricing Help Scout · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  19. [19] Intercom Pricing | Plans for every team size Intercom · Vendor documentation · 27 Sep 2026 · checked 27 Sep 2026
  20. [20] Known Exploited Vulnerabilities Catalog CISA · Vulnerability database · 25 Sep 2026 · checked 27 Sep 2026

Researched with AI Checked by admin Last verified 27 Sep 2026