Mike HeapMike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.
Table of Contents
- How does Gorgias AI Agent pricing actually work?
- What's in the full Gorgias AI Agent cost stack?
- The bundled plan you pay every month
- What does each AI resolution actually cost?
- Does Gorgias really double-bill AI resolutions?
- What do the Voice and SMS add-ons cost?
- What does Gorgias AI Agent cost at typical volumes?
- At 1,000 tickets a month (small team)
- At 10,000 tickets a month (mid-market)
- At 50,000 tickets a month (high volume)
- What does the Gorgias pricing page not tell you?
- Hidden cost 1: the double charge on every AI-resolved ticket
- Hidden cost 2: the AI Agent is Shopify-only
- Hidden cost 3: the AI Agent 2.0 upgrade
- Hidden cost 4: the small AI allowance and the trial
- What do real Gorgias customers say about the invoice?
- Does Gorgias have a free trial, and what are the contract terms?
- How does Gorgias AI Agent pricing compare to alternatives at the same volume?
- Is Gorgias AI Agent actually worth the money?
- FAQs
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Gorgias sells AI Agent inside bundled helpdesk and AI plans, from $40 a month. Each plan includes a small number of AI interactions, and each extra one costs $0.85 to $1.00 depending on the plan. The part the pricing page soft-pedals: when the AI resolves a ticket on its own, Gorgias's billing docs say that ticket counts as a helpdesk ticket AND an AI interaction. Here's what 10,000 Shopify tickets really costs.
A few weeks ago a Shopify brand pasted a 1-star review into a group chat I'm in. They'd been on Gorgias's Advanced plan for three years at around $13,500 a year, switched the AI Agent on, and got charged "$14,000 on TOP of $13.5k/year" in automation fees they say nobody flagged until it was too late.
That gap is the whole reason I wrote this. The tidy "pay only when it resolves a conversation" line on the pricing page is real. The invoice that actually lands is a different number.
I'm Mike, co-founder of My AskAI. We help 200+ ecommerce and SaaS businesses run AI customer support, so I'm in pricing conversations most weeks where someone is trying to work out what an AI agent will really cost them. Gorgias comes up constantly, and (I'll be straight) its pricing is harder to model than most.
I reckon you're here for one of three reasons:
- You saw "pay only when it resolves a conversation" on the Gorgias pricing page and want the full picture before you commit.
- You already run the Gorgias helpdesk and want to know what switching the AI Agent on does to your bill.
- You're shopping the wider category and want Gorgias's real cost next to the cheaper alternatives at the same volume.
So here's what I'll do: break down every line item, run the math at 1,000 / 10,000 / 50,000 tickets a month, surface what real Shopify merchants say about the invoice, and show what the alternatives cost at the same volume.
The single hardest thing about Gorgias pricing, in my experience, is predicting your own bill. The AI fee and the helpdesk fee stack in a way the pricing page doesn't fully spell out, so let's pull them apart. No "contact sales" answers here.
How does Gorgias AI Agent pricing actually work?
TL;DR: Gorgias sells one bundled plan with two allowances, helpdesk tickets and AI interactions, and charges overage on both. Seats are effectively free, which is the one place Gorgias undercuts its rivals.
The helpdesk is the base of every plan, and the AI Agent now comes with it in one bundled price. Plans run from $40/month (Starter, billed monthly) to $1,227/month (Advanced, billed annually), and each tier includes a fixed number of tickets and AI interactions, with overage on both.
The AI part of each plan is charged when the AI resolves a conversation. The thing I like here: unlike Intercom or Zendesk, Gorgias doesn't charge per agent seat. Every plan from Basic up includes up to 500 users (for almost everyone that may as well be unlimited).
Here's the full cost stack in one table. This is the one to screenshot.
Component | Price | How it's billed | Notes |
Plan, Starter | $40/mo | monthly only | 50 tickets ($0.40 per extra), 30 AI interactions, 3 seats, no Actions |
Plan, Basic | $77/mo (annual), $90 monthly | per month, billed yearly | 300 tickets ($0.40 per extra), 30 AI interactions, 500 seats |
Plan, Pro | $471/mo (annual), $550 monthly | per month, billed yearly | 2,000 tickets ($0.36 per extra), 190 AI interactions |
Plan, Advanced | $1,227/mo (annual), $1,430 monthly | per month, billed yearly, sales only | 5,000 tickets ($0.36 per extra), 530 AI interactions |
Plan, Enterprise | Custom | contract | 5,000+ tickets, custom AI allowance |
Extra AI interaction | $1.00 Starter, $0.90 Basic and Pro, $0.85 Advanced | per resolved conversation above your allowance | each one also counts as a helpdesk ticket |
Voice add-on | $0.40 to $1.20 | per voice ticket (tiered by volume) | no autonomous AI on voice |
SMS add-on | $0.41 to $0.80 | per SMS ticket (tiered by volume) | AI Agent runs on SMS since Dec 2025 |
User seats | $0 | included (up to 500) | the genuine differentiator vs per-seat rivals |
Every figure there comes from the Gorgias pricing page. The bundle price looks tidy, but the AI allowance inside it is small: Pro includes 2,000 tickets and only 190 AI interactions. Your actual invoice is the plan plus any overage, and (as the next section gets into) on tickets the AI resolves itself, both allowances get used up by the very same ticket.
What's in the full Gorgias AI Agent cost stack?
TL;DR: Four things can hit your bill: the bundled plan, the AI overage past your allowance, the double charge on AI-resolved tickets, and the Voice/SMS add-ons. The double charge is the one people miss.
Each component below is a real line on a Gorgias invoice. I'll take them in the order they hit your bill.
The bundled plan you pay every month
Every Gorgias account starts with a plan, and the AI Agent now comes bundled into it. The five tiers include a fixed number of tickets (50, 300, 2,000, 5,000, and 5,000+) and AI interactions (30, 30, 190 and 530, with Enterprise custom), and charge overage above both. Annual billing takes about 14% off the monthly price (Starter is monthly only), so most serious accounts take it.
Here's the detail I always flag for AI buyers: a ticket the AI fully resolves still counts as a billable helpdesk ticket against your plan. Gorgias's billing docs are explicit on this, saying every subscription "include[s] a baseline number of billable tickets and automated interactions" and you pay overage when you exceed it. So your automated tickets quietly eat into the same bundle your human tickets do (worth clocking before you model anything).
What does each AI resolution actually cost?
The AI Agent part of each plan is priced per resolution. Gorgias defines a resolution on its AI Agent pricing page as a conversation where "the AI resolves a customer conversation entirely on its own. The customer asks something, the AI handles it, the conversation closes." Anything a human touches, plus spam and unanswered emails, doesn't get billed as a resolution (fair enough, in my book).
Each plan includes a set number of automated interactions: 30 on Starter and Basic, 190 on Pro and 530 on Advanced. Past that, each extra one costs $1.00 on Starter, $0.90 on Basic and Pro, and $0.85 on Advanced.
Those allowances are small next to the ticket counts. Pro includes 2,000 tickets but only 190 AI interactions, so a busy account goes past the bundle fast. That's the part that catches people, because the better your AI gets, the faster you burn through it.
Does Gorgias really double-bill AI resolutions?
This is the one I always make sure buyers understand before they sign anything. When the AI Agent fully resolves a ticket on its own, Gorgias charges you both a helpdesk ticket fee and the AI resolution fee on that same ticket.
Gorgias's own billing documentation says so directly: "An automation fee and a ticket fee may apply to the same ticket only when the ticket is entirely resolved by AI Agent, without human intervention." And, more bluntly, "you are charged both a ticket fee + automation fee if AI Agent responds to a ticket and does not hand over the conversation to a human agent."
What makes it worth a careful read (and I do mean read it properly) is that Gorgias's own marketing page tells you the gentler half. It says that if the AI hands a conversation to a human, "that ticket shifts over to your regular Helpdesk plan... You're not charged for both."
That bit is true for the hand-off case. The fully-automated case is where the docs win: AI resolves it alone, and the ticket fee and the automation fee both apply.
The practical effect (the bit that matters for your budget): you can't just multiply resolutions by the AI rate. You have to count each resolved ticket twice, once against your ticket allowance and once against your AI interactions. This is the model Gorgias moved to on May 28, 2025, so accounts opened before then may still be on legacy single-fee billing.
What do the Voice and SMS add-ons cost?
If you run phone or text through Gorgias, those are metered separately. Voice runs $0.40 to $1.20 per voice ticket depending on volume, and SMS is $0.41 to $0.80 per SMS ticket. The AI Agent has handled SMS autonomously since December 2025, but there's no autonomous AI voice agent yet (Voice gives you call recording, transcription, and post-call summaries, with a human still on the call).
What does Gorgias AI Agent cost at typical volumes?
TL;DR: Roughly $750/mo at 1,000 tickets, ~$6,830/mo at 10,000, and ~$38,230/mo at 50,000, all at a conservative 50% resolution rate on annual billing. The catch: the more the AI resolves, the more you pay.
Here's the math at three volumes, all on annual billing, all at a deliberately cautious 50% resolution rate. The model is simple: the cheapest bundled plan, plus overage on any tickets and AI interactions above its allowances, with seats at $0 because they're unlimited.
One note on the 50% assumption. The field median sits around 61% on an automation metric, and Gorgias markets “60%+”, but no published Gorgias customer case study actually reaches it (verified rates run from 24% at buah to 56% at Orthofeet).
So I've kept it at 50%: realistic, but cautious. And remember, with a per-resolution model a higher rate just means a bigger bill.
At 1,000 tickets a month (small team)
Line item | Value |
Tickets/month | 1,000 |
AI resolution rate | 50% |
Resolutions/month | 500 |
Pro plan (2,000 tickets, 190 AI interactions) | $471 |
Extra AI interactions ((500 − 190) × $0.90) | $279 |
Seat charges | $0 |
Monthly total | ~$750 |
Effective cost per resolved ticket | $1.50 |
At this volume the plan itself is the bigger part of the bill. The AI overage is real but modest, and you're mostly paying for the platform.
At 10,000 tickets a month (mid-market)
Line item | Value |
Tickets/month | 10,000 |
AI resolution rate | 50% |
Resolutions/month | 5,000 |
Advanced plan ($1,227) + 5,000 extra tickets × $0.36 | ~$3,027 |
Extra AI interactions ((5,000 − 530) × $0.85) | ~$3,800 |
Seat charges | $0 |
Monthly total | ~$6,830 |
Effective cost per resolved ticket | $1.37 |
This is where it gets pricey. The AI overage (about $3,800) is now the biggest single component, and because every AI-resolved ticket is also a billable helpdesk ticket, the ticket overage stacks on top. Advanced is also sales-only now, so expect to get this number from a rep.
If your real resolution rate climbs to that 61% median, the bill rises to roughly $7,760. Doing better costs you more, which (I'll admit) feels backwards the first time you see it.
At 50,000 tickets a month (high volume)
Line item | Value |
Tickets/month | 50,000 |
AI resolution rate | 50% |
Resolutions/month | 25,000 |
Advanced plan ($1,227) + 45,000 extra tickets × $0.36 | ~$17,427 |
Extra AI interactions ((25,000 − 530) × $0.85) | ~$20,800 |
Seat charges | $0 |
Monthly total | ~$38,230 |
Effective cost per resolved ticket | $1.53 |
At this scale the AI overage dominates. Gorgias would put you on a custom Enterprise plan here, so I've modeled it at Advanced list rates. Treat the total as an estimate, but the direction of travel is up.
What does the Gorgias pricing page not tell you?
TL;DR: Four costs people find mid-deployment: the double charge on AI-resolved tickets, the Shopify-only AI lock-in, the AI Agent 2.0 upgrade, and the small AI allowance inside each plan.
Beyond the double charge, a few costs tend to surface after signup rather than before.
Hidden cost 1: the double charge on every AI-resolved ticket
We covered the mechanics above, so here's what it does to a real account. One merchant, Coldest, described being on the Advanced plan at "$13.5k per year" and then getting hit with "$14,000 on TOP" once AI automation was running, roughly doubling their spend.
Featurebase sums it up: AI Agent tickets get billed twice, and a volume spike can "double your costs overnight".
Hidden cost 2: the AI Agent is Shopify-only
This one is a pure sunk cost if it catches you, and I flag it on every non-Shopify call. Gorgias's helpdesk integrates with BigCommerce, Magento, and WooCommerce, but the AI Agent does not run on any of them. Gorgias's own documentation states that AI Agent "is not supported on BigCommerce, Magento or WooCommerce stores." If you're not on Shopify, you can pay for the Gorgias helpdesk in full and get zero AI automation out of it (I've watched WooCommerce teams get caught by exactly this).
Hidden cost 3: the AI Agent 2.0 upgrade
When Gorgias launched AI Agent 2.0 in July 2025 and added the Shopping Assistant sales skills, existing customers had to upgrade their subscription to unlock the new capabilities. If you're budgeting off an older Gorgias quote, the feature set you're picturing may now sit behind a higher tier.
Hidden cost 4: the small AI allowance and the trial
The bundle price hides how few AI interactions it includes: 190 on Pro against 2,000 tickets. Past that, every resolution is overage at $0.85 to $1.00, which is easy to miss when you're modeling off the plan price. The "7-day free trial" has also caught a few merchants: Book and Bear reported being "charged me a full $400 for the pro plan" within hours of installing, "completely negating the 'free trial'."
What do real Gorgias customers say about the invoice?
TL;DR: The recurring themes are surprise charges from the AI fee and friction canceling once you want out. The complaints cluster around exactly the point where automation starts working well.
I went through the Shopify App Store reviews and the third-party billing write-ups for complaints specifically about the invoice. Word-on-the-street is remarkably consistent.
"We were paying over $13.5k per year on Gorgias for the Advanced plan... Their AI automation feature auto-bills you over and over, to the point without telling us until its WAY too late, we were charged $14,000 on TOP of $13.5/year." Coldest, via the Shopify App Store, March 2026 (1-star after three years).
"AI Agent tickets are double-billed - you pay for both the helpdesk ticket and the automation fee ($0.90–$1.00 per conversation). Volume spikes can double your costs overnight." From Featurebase's Gorgias pricing breakdown.
"I canceled the service and they still billed me $900. They are refusing to refund the money even though it was canceled before the renewal!" Fanny, via the Shopify App Store, September 2025.
"We've been using Gorgias since 2017... Prices went up disproportionately, our dedicated CSM was suddenly removed without notice, and support quality dropped drastically. When we finally decided to migrate to Re:amaze (which offered better pricing for the exact same features), Gorgias was anything but helpful." Kewlioo, via the Shopify App Store, November 2025.
The throughline is that the per-resolution-plus-double-charge model gets uncomfortable right as automation climbs, which is usually when teams start pricing alternatives. A model where success raises your bill creates a slightly odd incentive: the better the AI performs, the more reason you have to shop around (and I'd be doing the same in their shoes).
Does Gorgias have a free trial, and what are the contract terms?
TL;DR: A 7-day free trial, no card, no permanent free tier. Annual billing takes about 14% off the plan (Starter is monthly only). Genuine custom pricing only starts at Enterprise.
Gorgias offers a 7-day free trial with no credit card required, and there's no permanent free tier after it. Annual billing is where I'd point most people: it takes about 14% off the plan price (Pro drops from $550 to $471 a month), in exchange for a yearly commitment.
Volume discounts are baked into the tiers (ticket overage falls from $0.40 to $0.36 and AI overage from $1.00 to $0.85 as you climb), and real custom pricing only kicks in at Enterprise, generally for accounts above 5,000 tickets a month or contracts around $40,000+. Two things I'd watch in the contract: the trial can convert to a paid charge fast if you've set up a plan during it, and several customers report friction canceling cleanly before renewal, so put your renewal date in the calendar.
How does Gorgias AI Agent pricing compare to alternatives at the same volume?
TL;DR: At 10,000 tickets and 50% resolution, Gorgias's all-in cost (~$6,830) sits between Intercom Fin and Zendesk. My AskAI's per-ticket model comes in at a fraction of all three because it doesn't charge per resolution.
Using the 10,000-ticket, 50%-resolution example from above, here's how Gorgias's all-in cost sits next to the main alternatives. These are full-stack figures: plan, AI, and seats, all in.
Vendor | Pricing model | Cost at 10k tickets (50% resolution) | Effective cost/resolved ticket |
Gorgias AI Agent | Bundled plan + $0.85 to $1.00 per extra AI interaction (double-counted) | ~$6,830 | ~$1.37 |
My AskAI | $0.12 a credit on Pro, $0.10 on Scale (per ticket, resolved or not) | ~$1,279 to $1,299 | ~$0.26 |
Intercom Fin | $0.99/outcome + $85/seat | ~$6,650 | ~$1.33 |
Zendesk AI | $1.50/autoresolve + $115/seat | ~$10,500 | ~$2.10 |
A few honest reads on that table. Gorgias's unlimited seats genuinely beat Intercom and Zendesk for big teams (if you have 50 agents, avoiding $85 to $115 a seat is a real saving those two can't match). Where Gorgias loses ground is the per-resolution-plus-double-charge structure and the Shopify-only AI.
My AskAI sits well below all three because we bill for each ticket the AI works on, with no per-resolution charge. That's $0.12 a credit on Pro and $0.10 on Scale, and the rate does not climb as the AI gets better.
We also run inside your existing helpdesk, including Gorgias, so it's not a rip-and-replace. Want to check your own numbers? Our Gorgias ROI calculator and our pricing page both let you plug in your real volume.
There's a fuller breakdown in our Gorgias vs Intercom pricing comparison and our Gorgias vs Zendesk one. And if the per-resolution model is what's bugging you, our take on outcome-based pricing digs into why a per-ticket bill that doesn't climb with resolution is easier to live with.
Is Gorgias AI Agent actually worth the money?
TL;DR: Worth it for a committed Shopify brand that wants AI taking real actions on orders. A tougher sell if you're price-sensitive, high-volume, or not on Shopify.
For a Shopify brand that's all-in on the platform and wants the AI to actually act on orders, Gorgias is a reasonable spend. For a price-sensitive, high-volume, or non-Shopify team, the model works against you. Here's the honest split.
Gorgias AI Agent is worth it if…
- You're all-in on Shopify and want AI that natively issues refunds, cancels orders, and edits subscriptions without custom API work.
- You have a large team and value unlimited seats (that's where Gorgias undercuts Intercom and Zendesk).
- You want support and pre-sales automation (the Shopping Assistant) in one platform.
- You're at a volume where the bundled AI allotment covers most of your resolutions.
Gorgias AI Agent isn't worth it if…
- You're not on Shopify, since the AI Agent won't run and you'd pay for a helpdesk you can't automate.
- You're price-sensitive or high-volume, where the double charge and the small AI allowance push your cost per resolved ticket up.
- You want a predictable bill that doesn't rise as your AI improves.
- You'd rather keep your existing helpdesk than migrate everything to Gorgias.
If you want the full feature picture rather than just the cost, our complete Gorgias AI Agent guide covers capabilities, limitations, and setup, and our Gorgias alternatives roundup lays out the substitutes. If the per-resolution math is the dealbreaker, My AskAI runs inside the helpdesk you already have on per-ticket pricing (we put the full mechanic in our pricing explainer, and there's a head-to-head in our My AskAI vs Gorgias comparison). You can see the per-ticket model in action in our YouGarden case study, where an ecommerce team ran it inside their existing stack.
FAQs
How much does Gorgias AI Agent cost?
Gorgias AI Agent comes bundled into Gorgias plans that run from $40 to $1,430 a month ($77 to $1,227 on annual billing), each with a small allowance of AI interactions. Extra interactions cost $0.85 to $1.00 depending on the plan. At 10,000 tickets a month with a 50% resolution rate, the all-in cost works out to roughly $6,830 a month in our model.
What counts as a "resolution" in Gorgias AI Agent?
A resolution is a conversation the AI handles entirely on its own, with no human agent involved, after which the conversation closes. Spam, unanswered emails, and anything escalated to a human aren't billed as resolutions, per Gorgias's AI Agent pricing page.
Does Gorgias double-bill AI resolutions?
Yes, for fully-automated tickets. Gorgias's billing docs say "an automation fee and a ticket fee may apply to the same ticket only when the ticket is entirely resolved by AI Agent." Tickets the AI hands off to a human are charged once, as a helpdesk ticket only.
Is there a minimum monthly spend on Gorgias?
Yes, your plan is the floor, starting at $40 a month for Starter and rising by tier. Any AI resolutions past the plan's allowance are then added on top, at $0.85 to $1.00 each depending on the plan.
Does Gorgias charge per agent or per resolution?
Per resolution for the AI, and per ticket for the helpdesk. Gorgias doesn't charge per agent at all: seats are effectively unlimited (up to 500 on every plan from Basic), which is the main way it comes in cheaper than Intercom or Zendesk.
How much do Gorgias Voice and SMS cost?
Voice is $0.40 to $1.20 per voice ticket and SMS is $0.41 to $0.80 per SMS ticket, both tiered by volume. The AI Agent runs autonomously on SMS but not on voice, where it's transcription and summaries with a human on the call.
Does Gorgias have a free trial?
Yes, a 7-day free trial with no credit card required, and no permanent free tier afterward. Be careful setting up a paid plan during the trial, since some merchants report being charged before the 7 days are up.
How does Gorgias AI Agent pricing compare to Intercom Fin and Zendesk?
At 10,000 tickets and 50% resolution, Gorgias's full stack is around $6,830 a month, versus roughly $6,650 for Intercom Fin and $10,500 for Zendesk AI. My AskAI comes in far lower at about $1,279 to $1,299 because it bills per ticket rather than per resolution. There's a fuller breakdown in our Gorgias vs Intercom pricing comparison.
Does Gorgias AI Agent work without Shopify?
No. The AI Agent only runs on Shopify stores. Gorgias's helpdesk supports BigCommerce, Magento, and WooCommerce, but its documentation confirms the AI Agent "is not supported" on those platforms.
Can I cancel Gorgias mid-contract or get a refund?
Annual contracts commit you for the year, and several customers report friction canceling cleanly before renewal, including being billed after they believed they'd canceled. Put your renewal date in the calendar and confirm any cancellation in writing.
What's the difference between monthly and annual Gorgias pricing?
Annual billing takes about 14% off the plan price (Basic drops from $90 to $77 a month, Pro from $550 to $471), in exchange for a yearly commitment. Starter is monthly only. Monthly billing costs more per unit but keeps you flexible.
Is Gorgias AI Agent worth it at high ticket volume?
At high volume the small AI allowance means most resolutions bill as overage at $0.85 to $1.00, and the double count on automated tickets compounds it. A per-ticket model like My AskAI's tends to be much cheaper once you're past a few thousand resolutions a month.
