Gorgias
Gorgias is a customer support platform built specifically for online stores, centralizing email, chat, social media, and phone in a single inbox connected to Shopify or other ecommerce platforms, with automation and AI to resolve repetitive tickets.
The go-to option for centralizing support on a Shopify store, with powerful AI automation, but a per-ticket pricing model that can spike your bill during demand peaks like Black Friday.
Gorgias competes in the segment of customer support platforms built specifically for ecommerce, a different space from generalist helpdesks since it’s built around integration with platforms like Shopify. This audit combines public product documentation (official website and pricing blog) with verified user reviews on G2 and Capterra, consulted in September 2026.
What Gorgias is and who it’s for
Gorgias centralizes every contact channel for an online store — email, live chat, Instagram, Facebook, and phone — into a single ticket inbox, with the distinctive feature of directly showing a customer’s order, payment, and subscription history thanks to its native Shopify integration (also compatible with Magento and BigCommerce). It’s designed for ecommerce brands of any size that need their support team to resolve queries without constantly switching between the helpdesk and the store’s admin panel.
What it’s like to use day to day
The most cited advantage in reviews is precisely that integration: an agent can view the order, process a refund, or handle a size exchange without leaving the ticket. Automation rules let you classify and respond to repetitive tickets automatically, and Gorgias’s AI agent goes a step further, autonomously resolving frequent questions about order status, return policy, or product availability without human intervention.
Price: the per-ticket model, pros and cons
Gorgias has a distinctive feature compared with most helpdesks: it charges based on monthly resolved ticket volume, not the number of agents, meaning you can add as many agents as needed at no extra cost. Plans range from Starter ($10/month, 50 tickets) to Basic (from $50/month, 300 tickets), Pro (from $300/month, 2,000 tickets), Advanced (from $750/month, 5,000 tickets), and Enterprise, custom-priced. Annual billing reduces the monthly price by around 16%.
The important nuance: tickets over the plan’s limit are billed separately (between $0.32 and $0.40 per additional ticket depending on the plan), and the AI agent is billed separately, at $1 per resolution on monthly billing ($0.90 on annual) — the same conversation fully resolved by AI can count both as a ticket and as an AI resolution, doubling its cost. For businesses with strong seasonal peaks (Black Friday, sales events), this can turn a typical $300 bill into over $1,000 in a given month.
Real user reviews
Gorgias maintains a high, consistent rating on platforms focused on the product experience: 4.6 out of 5 on G2 (around 550 reviews) and 4.6 out of 5 on Capterra (around 130 reviews), with sub-scores of 4.6 on ease of use, 4.5 on customer support, 4.5 on features, and 4.4 on value for money. Users consistently highlight ease of use and powerful Shopify integrations as the factors that most reduce response time and improve the support team’s efficiency.
The picture changes notably on Trustpilot, where Gorgias drops to 2.2 out of 5 with 151 reviews. There, complaints concentrate disproportionately on billing and on Gorgias’s own support rather than the product itself: users describe overcharges of between $0.36 and $0.40 per ticket during volume spikes like Black Friday, an interface they consider less organized after recent updates, the removal of live cart visibility from the Shopify integration — a feature several reviewers miss — and persistent marketing emails that are hard to unsubscribe from. This deserves some context: people with a bad billing experience are much more likely to leave a public review than those who simply pay their bill without issues, so it’s reasonable to think Trustpilot overrepresents billing friction cases relative to the actual customer base, which rates the product well on G2 and Capterra. Even so, as of this audit (September 2026), the pattern of complaints about unpredictable billing is consistent across both types of platforms, and we report it honestly.
New in 2026: from Automate to AI Agent
During 2026, Gorgias reorganized its automation layer: the former Automate tab became a dedicated AI Agent tab, separate from Flows and order management, which now live in other configuration sections. The AI Agent splits into two roles: a Shopping Assistant that answers pre-purchase questions, recommends products, and can offer discounts, and a Support Agent that handles post-purchase issues — order tracking, returns, refunds — by reading live catalog and subscription data directly from Shopify, without human intervention. The spring 2026 update also added discounts based on detected purchase intent and abandoned cart recovery via WhatsApp. Gorgias claims the AI Agent can automate up to 60% of support, though cases documented by real customers show more moderate figures, between 26% and 56% depending on the business.
Security and compliance
Gorgias is SOC 2 Type II certified, following an independent six-month audit of its servers, systems, and products that verified its information security practices, policies, and procedures. Its infrastructure runs on Google Cloud Platform, with continuous encrypted backups, all connections encrypted via HTTPS/TLS, HIPAA compliance for handling sensitive data, and two-factor authentication available to protect agent accounts.
Frequently asked questions
Does Gorgias charge per agent or per ticket? Per resolved ticket per month. Agents are unlimited on all plans, including the entry-level one.
Is the AI agent included in the plan price? No. It’s billed separately, at $1 per resolution on monthly billing ($0.90 on annual), and can be added to the plan’s ticket count.
What happens if I go over my plan’s ticket limit? An extra charge applies per excess ticket, ranging between $0.32 and $0.40 depending on the plan.
What ecommerce platforms does Gorgias integrate with? Natively with Shopify and Shopify Plus, and also with Magento and BigCommerce, among others.
What does Gorgias’s AI Agent do in 2026? It splits into a Shopping Assistant (pre-purchase questions and recommendations) and a Support Agent (tracking, returns, and refunds), both with live access to Shopify data.
Does Gorgias have security certifications? Yes, it’s SOC 2 Type II certified and HIPAA compliant, with infrastructure on Google Cloud Platform and connections encrypted via HTTPS/TLS.
Methodology for this audit
This analysis is based on public product documentation (official website, pricing blog, and security policy) and verified real user reviews published on G2, Capterra, and Trustpilot, consulted in September 2026. It does not replace our own extensive testing with a long-term active account. You can read more in our editorial methodology.
- Shopify stores that receive support across multiple channels (email, chat, social media) and want to centralize it
- Ecommerce with a high volume of repetitive questions about orders, returns, or shipping that are good automation candidates
- Support teams that need to see a customer's purchase history without switching screens
- Businesses with very sharp demand peaks (Black Friday, sales events) and an inflexible support budget
- Very small teams with low ticket volume that don't justify the cost of the entry plan
- Anyone who prefers a per-agent pricing model over per-ticket, which is more predictable for large teams
Email, live chat, Instagram, Facebook, and phone centralized in a single ticket inbox with full customer history.
View and manage orders, refunds, exchanges, and subscriptions directly from the ticket, without switching tabs.
Rules and macros to classify, prioritize, and automatically respond to repetitive tickets based on their content.
Autonomously resolves frequent queries (order status, return policy, size exchanges) without human agent intervention.
Limitation: Billed separately, $1 per resolution on monthly billing ($0.90 on annual), and can also count as a ticket.
Self-service help center and proactive chat messages based on the customer's browsing behavior.
Metrics on ticket volume, resolution time, revenue attributed to support, and per-agent performance.
Limitation: The more advanced reports are available from the Pro plan.
New in 2026: the former Automate feature was reorganized into a dedicated AI Agent tab with two distinct roles: a Shopping Assistant that answers pre-purchase questions and recommends products, and a Support Agent that handles post-purchase issues (tracking, returns, refunds) by reading live order, catalog, and subscription data directly from Shopify.
Limitation: Gorgias claims automation of up to 60% of support, though documented real-world cases show more moderate figures, between 26% and 56%.
Features added in the spring 2026 update: automatically offering discounts based on detected purchase intent and recovering abandoned carts via WhatsApp.
Gorgias passed an independent SOC 2 Type II audit of its servers, systems, and products, in addition to HIPAA compliance and applying two-factor authentication and HTTPS/TLS encryption on all connections.
Five plans based on monthly ticket volume, not agents: Starter $10/month (50 tickets), Basic from $50/month (300 tickets), Pro from $300/month (2,000 tickets), Advanced from $750/month (5,000 tickets), and Enterprise custom-priced (5,000+). Unlimited agents on all plans; excess tickets and the AI agent are billed separately.
Monthly or annual subscription (with a discount) based on resolved ticket volume, with an additional cost per excess ticket and per AI agent resolution.
- Free plan: No
- Free trial: Yes
Price checked on September 12, 2026. Prices can change: check the current price with the provider.
- Very deep native Shopify integration: orders, refunds, and exchanges manageable without leaving the ticket
- Automation and an AI agent that resolve repetitive queries without human intervention
- Unified multichannel inbox (email, chat, Instagram, Facebook, phone) with customer context
- High, consistent ratings: 4.6/5 on both G2 and Capterra
- Unlimited agents on all plans: cost depends on ticket volume, not team size
- Pricing is based on ticket count, not agents, which creates unpredictable bills during seasonal peaks
- The AI agent is billed separately per resolution ($1 per resolution on monthly billing), and the same conversation can be billed twice
- Tickets over a plan's limit carry an extra per-ticket cost
- Some users report slower response times from Gorgias's own support during demand peaks
- Notably lower Trustpilot rating (2.2/5) than G2 or Capterra, concentrated around billing and support complaints
See our editorial methodology.
- Features and AI automation8.5 / 10
- Ease of use8.3 / 10
- Price and cost predictability6.3 / 10
- Ecommerce integration (Shopify)9 / 10
- Support and customer service7.5 / 10
- Security and compliance8.3 / 10