Everything CX teams need for better support

Based on your number of support tickets, you can determine the ideal plan using our pricing module. Depending on your ticket volume, it might be cost-effective to stick with a plan and pay per-ticket overages. If a higher-tier plan offers better value, we'll recommend upgrading.

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.

A billable ticket is a conversation initiated through one of the integrated channels which includes a message from an agent or a rule using Gorgias. A ticket that receives a response by an agent or a rule will only be counted as one billable ticket regardless of how many messages are sent or received on the thread. Note for chat tickets: If a customer responds to a chat ticket after 3 days of inactivity, this will create a new ticket which will be billable.

An automated ticket is a customer request that is resolved without any agent involvement, by using one of the features of the Automation. If an agent gets involved, the interaction does not count as successfully automated. For example, if a shopper starts a Quick Response Flow in the Chat widget and messages an agent with a follow-up question within 24 hours, it will count as a billable ticket (and not an automated interaction).

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.

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.

As a general rule, most stores receive tickets at a rate of 2-10% of their overall order volume. Your volume of tickets will depend on your industry, product complexity, and level of customer self-service.

No. Think of each billable ticket as a two-way conversation. An incoming request only becomes a ticket when you respond from within Gorgias. If you close a ticket before responding (because it's spam or a no-reply message), you won't be charged.

Top reps using built-in automations and Macros close out 100-200 tickets per day.

You may be required to pay state sales tax on your Gorgias subscription. We determine the applicable sales tax for your organization based on your billing address. More information here: gorgias.com/legal/master-subscription-agreement

When you select a specific number of tickets, we automatically compare the base price of your chosen plan with any additional overage fees to see if it’s more cost-effective than upgrading to the next plan. We only recommend moving to a higher plan if the total cost (base price + overages) equals or exceeds that plan’s price.

For example, if you choose 900 tickets, it’s more affordable to stay on the Basic plan at $50, plus $240 in ticket overages, compared to upgrading to the Pro plan at $300.