---
title: Gorgias review
canonical: https://customersupportreviews.com/reviews/gorgias
grade: B
points: 75
updated: 2026-10-08
---

# Gorgias review

**Grade B (75/100) · #7 of 12 help desks**

Ecommerce help desk for Shopify brands, priced by ticket volume with an AI Agent that takes order actions.

> In July 2026 Gorgias bundled AI Agent into every plan by default and raised the price of AI interactions beyond the included allowance from $0.90 to $1.50 [18].

## Verdict
Buy Gorgias if you run a Shopify or other online store and want an AI agent that can refund, cancel and track orders, with no per-agent fees. The catch is the double meter: every AI resolution counts as a billable ticket and an AI interaction, and interactions past the plan allowance cost $1.50 each.

**Good fit:** Shopify and other ecommerce brands that want AI to handle order status, returns and refunds; Teams with many part-time or seasonal agents, since users are not billed per seat; Stores that want public prices and month-to-month billing

**Look elsewhere:** B2B or SaaS support teams without an online store; Buyers whose auditors require ISO 27001; Teams that want the AI agent to answer phone calls

## Pros
- Priced by billable ticket, not by agent, with 500 user seats on Basic and above [1].
- AI Agent takes real actions in Shopify, including refunds, cancellations, order edits, address changes and returns [2].
- Every self-serve plan and AI bundle is priced on the public pricing page, with monthly billing [1].
- SLA policies come with every helpdesk plan [9].
- Users rate it 4.6 out of 5 on both G2 and Capterra [15][16].

## Cons
- An AI-resolved conversation is billed twice: once as a helpdesk ticket and once as an automated interaction [3][4].
- AI interactions beyond the plan's allowance cost $1.50 each, up from $0.90 before July 2026 [1][18].
- AI Agent runs on email, chat and SMS, not on phone calls [5].
- Voice and SMS are add-ons with no published price [1].
- Only SOC 2 Type II is listed; there is no ISO 27001 certificate [11].

## Grade breakdown
| Criterion | Weight | Level | Why |
|---|---|---|---|
| True cost with AI on | 30% | 3/5 | $1,116 a month for 10 agents on Basic, Pro or Advanced with AI Agent (tier set by ticket volume) with AI on, or $112 per agent [8][1]. |
| Price transparency | 15% | 5/5 | Every self-serve plan and the AI Agent rates are public, with ticket, seat and interaction limits in numbers, monthly billing and no minimum commitment [1]. |
| AI agent and assist | 20% | 4/5 | AI Agent takes actions in Shopify (refunds, cancellations, order edits) on email and chat, plus SMS, and agents get AI ticket summaries; it does not run on voice [2][5][8]. |
| Help desk essentials | 15% | 4/5 | Email, live chat, help center, SLA policies and Rules, plus voice and SMS add-ons and WhatsApp; routing is team rules with load-based assignment, not skills, and the app list is 150+ [1][9][10][20]. |
| Security and data | 10% | 3/5 | SOC 2 Type II with a published DPA, but no ISO 27001 [11][12]. |
| What users say | 10% | 4/5 | An average of 4.6 from 582 G2 reviews [15]. |

## What Gorgias is
Gorgias is a help desk built for online stores, with deep ties to Shopify, WooCommerce, BigCommerce and Magento [1]. It prices by billable ticket rather than by agent: plans run from 50 to 5,000 tickets a month, and Basic and above allow 500 user seats [1].

The headline feature is AI Agent, which answers shoppers and takes actions in the store, from refunds to address changes [2]. Since July 2026 the pricing page bundles an AI Agent allowance into every plan by default [1][18].

## AI
AI Agent runs on email, chat and SMS, with Instagram, Messenger and WhatsApp in beta [5][6][20]. It takes actions in Shopify, including full or partial refunds, cancellations, order edits, address changes, returns, discounts and subscription changes, from a library of 130+ actions [2]. Teams can preview answers in test conversations and run it in sandbox mode against real tickets before going live [2][7]. For human agents, AI ticket summaries come with every helpdesk plan [8].

Billing has two meters. A conversation AI Agent resolves costs an automated interaction and also counts as a billable helpdesk ticket; if a human replies within 72 hours, only the ticket is charged [1][3][4]. Plans include 30, 190 or 530 interactions at $0.90 each on annual terms ($1.00 monthly), and extra interactions cost $1.50 [1].

## Pricing
For 10 agents handling 2,500 tickets a month with 500 AI resolutions, the cheapest route is Pro with the AI bundle plus overage: $300 + 500 × $0.36 for tickets and $171 + 310 × $1.50 for AI, $1,116 a month billed annually [1]. Moving up to Advanced with the AI bundle costs $1,227 [1]. Monthly billing costs more ($90, $550 and $1,430 a month for Basic, Pro and Advanced with AI), voice and SMS are extra add-ons with no published price, and busy months push both meters up at once [1].

- **Starter:** $10 a month billed monthly (50 tickets a month, $0.40 per extra ticket, 3 user seats; AI Agent bundle adds $30 a month for 30 interactions)
- **Basic:** $50 a month billed annually; $60 a month billed monthly (300 tickets a month, $0.40 per extra ticket, 500 user seats; AI Agent bundle adds $27 a month annual ($30 monthly) for 30 interactions)
- **Pro:** $300 a month billed annually; $360 a month billed monthly (2,000 tickets a month, $0.36 per extra ticket, revenue analytics, 1:1 onboarding; AI Agent bundle adds $171 a month annual ($190 monthly) for 190 interactions)
- **Advanced:** $750 a month billed annually; $900 a month billed monthly (5,000 tickets a month, $0.36 per extra ticket, dedicated support, sold through sales; AI Agent bundle adds $477 a month annual ($530 monthly) for 530 interactions)
- **Enterprise:** Quote billed annually; Quote billed monthly (Over 5,000 conversations a month, SAML SSO, audit logs, custom DPA, dedicated CSM)
- **AI Agent:** $0.90 per automated interaction on annual plans, $1.00 on monthly; $1.50 per interaction beyond the plan allowance
- **AI ticket summaries:** Included with every helpdesk plan

## Security and data
Gorgias holds a SOC 2 Type II report and lists HIPAA compliance, with both reports available on request [11]. It publishes a DPA with standard contractual clauses [12] and hosts on Google Cloud in the US, EU and Australia, placing EU merchants on EU servers [13][14]. No ISO 27001 certificate is listed. AI Agent uses OpenAI, Anthropic and in-house fine-tuned models; Gorgias says the data it accesses does not train OpenAI or other third-party models, but AI Agent does learn from interactions across brands to tune its prompts [14].

## What users say
Gorgias averages 4.6 on G2 from 582 reviews and 4.6 on Capterra from 135 [15][16]. The Shopify App Store listing is lower at 4.3 from 705 reviews, with 10% one-star ratings; a September 2026 review complains that voice fails in the mobile app and that spam voicemails are billed [17]. Named customers with public stories include Dr. Bronner's, Psycho Bunny, Orthofeet and The Diamond Store [2].

## Sources
1. [Gorgias Pricing](https://www.gorgias.com/pricing) — Gorgias, accessed 2026-10-08
2. [AI Agent](https://www.gorgias.com/ai-agent) — Gorgias, accessed 2026-10-08
3. [Helpdesk pricing](https://docs.gorgias.com/en-US/helpdesk-pricing-199382) — Gorgias Help Center, accessed 2026-10-08
4. [AI Agent and automation pricing](https://docs.gorgias.com/en-US/automate-pricing-289528) — Gorgias Help Center, accessed 2026-10-08
5. [Gorgias AI Agent Settings: Guardrails and Controls Explained](https://www.gorgias.com/blog/ai-agent-guardrails) — Gorgias, accessed 2026-10-08
6. [Deploy AI Agent](https://docs.gorgias.com/en-US/articles/deploy-ai-agent-362669) — Gorgias Help Center, accessed 2026-10-08
7. [Test AI Agent](https://docs.gorgias.com/en-US/articles/test-ai-agent-362667) — Gorgias Help Center, accessed 2026-10-08
8. [Introducing AI Summaries in the Ticket View](https://updates.gorgias.com/publications/introducing-ai-summaries-in-the-ticket-view) — Gorgias Updates, accessed 2026-10-08
9. [SLA policies](https://docs.gorgias.com/en-US/sla-policies-536784) — Gorgias Help Center, accessed 2026-10-08
10. [Auto-assign rule for teams](https://docs.gorgias.com/en-US/auto-assign-rule-for-teams-214418) — Gorgias Help Center, accessed 2026-10-08
11. [Security](https://www.gorgias.com/security) — Gorgias, accessed 2026-10-08
12. [Data Processing Agreement](https://www.gorgias.com/legal/data-processing-agreement) — Gorgias, accessed 2026-10-08
13. [List of Data Subprocessors](https://www.gorgias.com/legal/list-of-data-subprocessors) — Gorgias, accessed 2026-10-08
14. [Security and privacy FAQ for Gorgias AI Agent](https://docs.gorgias.com/en-US/security-and-privacy-faq-for-gorgias-ai-agent-1997987) — Gorgias Help Center, accessed 2026-10-08
15. [Gorgias reviews](https://www.g2.com/products/gorgias/reviews) — G2, accessed 2026-10-08
16. [Gorgias Reviews](https://www.capterra.com/p/155357/Gorgias/reviews/) — Capterra, accessed 2026-10-08
17. [Gorgias: AI, Helpdesk & Chat](https://apps.shopify.com/helpdesk) — Shopify App Store, accessed 2026-10-08
18. [Gorgias packaging change, July 14, 2026](https://usagepricing.com/blueprint/activity/gorgias-2026-07-14-packaging) — UsagePricing, accessed 2026-10-08
19. [Gorgias Pricing in 2026: Every Plan, Both Meters, and What the Archives Show](https://www.dragapp.com/blog/gorgias-pricing/) — Drag, accessed 2026-10-08
20. [Enable AI Agent on WhatsApp (Beta)](https://docs.gorgias.com/en-US/enable-ai-agent-on-whatsapp-8087873) — Gorgias Help Center, accessed 2026-10-08