Gorgias Pricing Explained: What Shopify Stores Really Pay

How Gorgias pricing is structured

Gorgias starts at $10 per month on the Starter plan, which covers 50 tickets per month. That is the entry point, and it is cheap enough to test.

The important thing to understand is that Gorgias counts tickets, not agents. On Pro and above, you can add unlimited agents without paying more per person. If you have five people answering support, that is a real advantage over per-seat tools.

A ticket is roughly one customer conversation. A shopper asking about a return is one ticket. The same shopper coming back the next day about a different order is usually a second ticket.

That distinction matters a lot for Shopify stores, because order questions tend to come in waves. A shipping delay or a sale weekend can triple your ticket volume in 48 hours.

The ticket overage problem nobody warns you about

Here is where Gorgias pricing gets uncomfortable. If you go over your ticket allowance, each extra ticket costs somewhere between $0.36 and $0.40.

That sounds small. It is not, if your volume is spiky.

Run the numbers on your own calendar before you sign up, because this is the part that bites. Take a store that runs four flash sales a year and sits at a comfortable, predictable volume the rest of the time. If a sale week triples the usual ticket count, every ticket above the allowance is billed at the overage rate — and that is money that never appears in an average month. Multiply your own peak-week overflow by the overage rate on your plan and see whether the number still looks like the $10 you started from.

Gorgias is not doing anything shady here. Ticket-based pricing is just less predictable than a flat fee. If your support volume swings hard with promotions, budget for the peaks, not the average.

If your volume is steady and low, this is a non-issue. If it is not, it is the single biggest thing to watch.

The AI Agent is billed separately

Gorgias includes an AI Agent that handles order and returns questions on its own. It is genuinely good at Shopify-specific tasks, because it can see order data.

But it is not included in your plan price. You pay per successful resolution, roughly $0.90 to $1.00 each. You only pay when the AI actually resolves the conversation, which is a fairer model than charging per attempt.

The catch is that this sits on top of your ticket plan. So your real monthly cost is plan fee, plus AI resolutions, plus any ticket overages. Three lines on the invoice.

The arithmetic to do yourself: take your monthly ticket count, estimate what share the AI would genuinely resolve end to end, and multiply by the per-resolution rate. For a store doing a few hundred tickets a month with AI clearing half of them, that line is a meaningful add-on. Not unreasonable — but not the $10 you saw on the pricing page either.

What you actually get for the money

The reason store owners tolerate the pricing complexity is Shopify depth. Gorgias lets you refund, cancel and edit orders without leaving the ticket. No tab switching, no copy-pasting order numbers. It is the deepest ecommerce integration in this comparison, and that is the vendor's core pitch rather than something we verified in a live store.

Gorgias also shows revenue attribution, so you can see how much support conversations contributed to sales. For a store owner trying to justify support spend, that is useful.

Other things included: a full helpdesk, live chat, and revenue statistics. It is a complete ecommerce support tool, not a stripped-down chat widget.

One honest downside: Gorgias is built for ecommerce. If you sell services or digital products without physical orders, most of the value disappears. You would be paying ecommerce prices for a generic helpdesk.

**When Gorgias is worth it.** Gorgias makes sense if you hit most of these:

• You sell physical products on Shopify and handle order questions daily
• You have several agents and want unlimited seats rather than per-person pricing
• Your support volume is fairly predictable month to month
• You want AI handling returns and order status without building anything

If that describes you, the pricing is defensible. The Shopify depth is hard to match.

If you are a one-person store doing 100 tickets a month, you are paying for power you will not use. Look at the alternatives below first.

Tidio: the cheaper starting point for small stores

Tidio starts at $24.17 per month billed yearly, and there is a free plan with 50 conversations per month. For a store testing whether live chat helps at all, that free tier is a low-risk way to find out.

Setup is quick by design: Tidio advertises live chat working in under ten minutes, which is the vendor's own claim rather than a stopwatch result on our side. Even so, it is a fair sight less work than wiring up a helpdesk.

Tidio's Lyro AI answers questions from your FAQ automatically. The first 50 AI conversations are free for life, which is a nice touch. The catch is that Lyro credits run out quickly on the cheaper plans, and advanced analytics are locked to higher tiers.

Where Tidio wins: price and simplicity. Where Gorgias wins: order actions inside the ticket and revenue attribution. If you mostly answer "where is my order" and "how do I return this," Tidio handles it for less.

Freshchat: the free option for growing teams

Freshchat from Freshworks starts at $19 per agent per month billed yearly, and the free plan covers up to 10 agents. Ten agents at zero cost is unusually generous.

It is omnichannel, covering web chat, WhatsApp and Apple Business Messages. Freddy AI assists your agents, and there is a bot builder if you want automation.

The catch is on the AI side. Freddy AI Agent is billed per session as a paid add-on. The first 500 sessions are free, then it is $49 per 100 sessions. That adds up faster than per-resolution pricing if your volume is high.

Freshchat is a good fit if you are growing a support team and want to start free, then scale into the wider Freshworks ecosystem. It is a weaker fit if you specifically need Shopify order actions, because that is not its strength.

Quick comparison for a Shopify store

• **Gorgias** — from $10/mo, 50 tickets. Best Shopify depth, ticket-based pricing, AI billed per resolution.
• **Tidio** — from $24.17/mo billed yearly, free plan with 50 conversations. Easiest setup, good Shopify sync, AI credits run out fast.
• **Freshchat** — from $19/agent/mo billed yearly, free plan up to 10 agents. Best free tier, AI billed per session.

If you want the deepest Shopify integration and can absorb variable costs, Gorgias. If you want simple and cheap, Tidio. If you want free seats for a growing team, Freshchat.

Always check the vendor's site for current pricing before you commit, since all three have changed their plans in the past.