Question 1

Who's Gorgias for?

Accepted Answer

Whether you're scaling fast or leading the pack, if you're focused on driving sales, automating support, and building loyal customers at scale, Gorgias is for you.

Question 2

What are the different products available?

Accepted Answer

Gorgias offers a customer experience platform for support and marketing through two complementary products: Helpdesk and AI Agent.

Question 3

What is Helpdesk?

Accepted Answer

Helpdesk is your all-in-one support hub designed specifically for ecommerce and Shopify. It unifies every customer channel and provides your team with the tools to deliver fast, reliable, and personalized support.

Question 4

What is AI Agent?

Accepted Answer

AI Agent is your always-on ecommerce expert, resolving support questions instantly, converting shoppers with personalized chat, and automating actions like returns, order tracking, and more. All without a human in the loop.

Question 5

Can someone give me a demo of Gorgias?

Accepted Answer

Absolutely. Our team can walk you through how Gorgias works, what AI Agent can do for your brand, and how to start seeing impact fast. Book a personalized demo (/demo) whenever you're ready.

Question 6

How does Gorgias' pricing work?

Accepted Answer

Gorgias' pricing is based on the number of tickets your team handles each month. Plans start at a base rate with a set number of tickets included, and you pay more as your ticket volume increases. We offer different tiers with additional features like automation, integrations, and analytics.

Question 7

What counts as a billable ticket?

Accepted Answer

A billable ticket is a conversation started on any Gorgias channel that includes a message from a human agent, a Rule or AI Agent. A ticket that receives a response from a human agent, a rule or AI only counts as one billable ticket regardless of the number of messages sent or received in the thread. Note: a reply to an existing ticket thread may count as a new billable ticket, but only after a defined period of inactivity.

Question 8

What is an automated interaction?

Accepted Answer

An automated interaction is a customer request that's fully resolved without a human agent, whether by AI Agent or another automation feature such as Flows, Quick Responses, or Order Management. These are billed and count toward your plan's automation allotment. If a support agent ends up replying within 72h of an AI Agent resolution, that interaction is only charged as a billable helpdesk ticket instead.

Question 9

What are the pricing details of Helpdesk and AI Agent products?

Accepted Answer

See details of all Helpdesk plans available here (/helpdesk), and AI Agent here (/ai-agent).

Question 10

How much do overages cost?

Accepted Answer

If you exceed the number of tickets included in your monthly plan, any additional tickets will incur an overage fee. This means you'll be charged a fixed cost for each ticket beyond your plan's monthly limit. The overage rate varies depending on your specific plan. We monitor your usage and, if it's more cost-effective, we'll recommend upgrading to a higher-tier plan to better suit your needs and help you save on overage costs.

Question 11

What is a SMS ticket?

Accepted Answer

Tickets become SMS tickets when at least one text message is sent from a customer to your team or vice versa. Once a ticket becomes an SMS ticket, you can continue texting at no extra charge.

Question 12

What is a Voice ticket?

Accepted Answer

Tickets become Voice tickets when at least one phone call takes place between the customer and your team. Once a ticket becomes a Voice ticket, you can have multiple calls at no extra charge.

Question 13

What are the pricing details of AI Agent?

Accepted Answer

AI Agent interactions are priced at $0.90 each on annual plans or $1.00 on monthly plans. Each AI Agent interaction also counts as a helpdesk ticket and is billed accordingly. Note: Helpdesk tickets include messages sent by a human agent, a rule, or the AI Agent.

Question 14

Will I pay for tickets that are just newsletters, spam or auto-responders?

Accepted Answer

No. Gorgias filters out newsletters, spam, and auto-responders automatically, so you only pay for tickets that actually need a response.

Question 15

Can we choose between annual and monthly subscriptions?

Accepted Answer

Yes, Gorgias offers both monthly and annual subscription options. Monthly plans are billed on a recurring monthly basis, while annual plans are billed upfront for the 12 months.

Question 16

How many seats do I have for my team?

Accepted Answer

The number of seats for your team depends on the plan that you choose!

Question 17

How do I cancel my Gorgias Subscription or trial?

Accepted Answer

To cancel your Gorgias subscription or trial, go to Settings > Billing in your Gorgias dashboard and click Cancel Subscription. If you're on a trial, cancellation will stop billing after the trial ends.

Question 18

Do I have to pay state sales tax on my Gorgias subscription?

Accepted Answer

Yes, Gorgias charges state sales tax where required by law. The exact amount depends on your billing address and local tax regulations.

Question 19

Do I have access to a Customer Success Manager?

Accepted Answer

Access to a Customer Success Manager depends on your annual Shopify GMV. Higher-GMV brands typically receive a dedicated CSM, while lower-GMV brands are supported with comprehensive resources.

Question 20

How can I contact Gorgias support?

Accepted Answer

You can contact Gorgias support via live chat in your dashboard or by emailing support@gorgias.com.

Question 21

Can I import my tickets from my previous helpdesk?

Accepted Answer

Yes, Gorgias supports ticket imports from most major helpdesks. Our team can help you migrate your data during onboarding.

Question 22

Do I have access to all features during trial?

Accepted Answer

Yes, the Gorgias trial gives you access to all features so you can fully test the platform before committing.

Question 23

How long is the trial period?

Accepted Answer

The Gorgias trial period lasts 7 days.

Question 24

Do I need to enter any payment info to get started?

Accepted Answer

No, you don't need to enter payment info to start the Gorgias trial (/signup).

Question 25

How is my data secured with your platform?

Accepted Answer

At Gorgias, we prioritize the security of your data. Our platform employs industry-standard security measures, including encryption protocols for data at rest and in transit, strict access controls, and continuous monitoring to protect against unauthorized access. We adhere to best practices in data security to ensure that your information remains confidential and secure.

Question 26

Are you compliant with GDPR, CCPA, and other data privacy regulations?

Accepted Answer

Yes, Gorgias is fully compliant with GDPR, CCPA, and other major global data protection frameworks. We adhere to strict privacy and handling guidelines to protect customer data, and we offer tools to help merchants meet their own compliance obligations.

Question 27

Where is my data stored?

Accepted Answer

Our servers are hosted in Google Cloud Platform's data centers, and are located in the United States, European Union, and Australia, ensuring that customer data is hosted in the region closest to them for optimal performance, reduced latency, and regional data residency compliance.

Question 28

How does Gorgias manage customer data removal?

Accepted Answer

Gorgias customers retain the full ownership of their data. Gorgias customers are able to delete individual shoppers' data and tickets. And in any case, customers' data is removed from Gorgias data stores within 90 days of the termination of the contractual agreement.

Question 29

Do you offer Single Sign-On (SSO), user permissions, or audit logs for enterprise security?

Accepted Answer

Yes, Gorgias supports Single Sign-On (SSO) for Google and Microsoft 365 accounts, granular user permissions, and audit logs, designed for teams that require enterprise-grade access control and visibility. These features help security-conscious organizations manage team access securely and efficiently.

	Starter	Basic	ProMost popular	Advanced
Essentials
Tickets included	50/mo	300/mo	2,000/mo	5,000/mo
User seats	3	500	500	500
Overage	$0.40/tkt	$40/100	$36/100	$36/100
API rate limit	2 req/s	2 req/s	2 req/s	2 req/s
AI Agent (included on every plan)
Per automated interaction	$1.00	$0.90	$0.90	$0.85
Pre-trained on 18+ verticals
Brand voice & guardrails	—
Actions (cancel, discount, apply)	—
Channels & integrations
Email, chat, social, help center
Shopify / Shopify Plus
WooCommerce
BigCommerce	—
Magento	—	—
150+ app integrations
Voice & SMS add-ons	—
Analytics
Support performance
Revenue attribution	—	—
Live statistics
Automation statistics
Support & onboarding
Tier	Community	Standard	Specialist	Dedicated
Dedicated CSM	—	—	—
Onboarding	Self-serve	Self-serve	1:1 onboarding	White-glove
SLA	—	—	—
Security
SSO (Google, Microsoft)
Audit logs	—	—
GDPR / CCPA compliance

Pricing

Helpdesk + AI Agent.
One platform. One inbox. One bill.

Starter

Basic

Pro

Advanced

Need a fully custom plan?

Add-ons

Voice and SMS,when you need them.

Compare plans

Every feature side by side.

"When we first started with Gorgias, our goal was to hit 30% automation in 30 days. We surpassed that and are now above 50% automation, and we’re still climbing."

FAQs

Frequently Asked Questions