Gorgias

Gorgias is a customer support platform built for ecommerce brands on Shopify, BigCommerce, Magento, WooCommerce and PrestaShop. Unlike per-seat helpdesks, Gorgias charges by ticket volume, so cost scales with monthly conversation count rather than team headcount, and every tier above Starter carries 500 user seats. The vendor's homepage states that 17,000+ ecommerce brands are powered globally, while its customers page states more than 15,000 brands. Gorgias publishes both figures live and this listing reports them as published. Helpdesk pricing is fully public with monthly and annual billing. Starter is $10/month for 50 billable tickets across 3 user seats and is monthly billing only. Basic is $60/month, or $50/month billed annually, for 300 tickets. Pro is $360/month, or $300/month annually, for 2,000 tickets. Advanced is $900/month, or $750/month annually, for 5,000 tickets with priority support and dedicated CSM access. Enterprise is custom-quoted. Tickets above the plan limit are charged at $0.40 each on Starter and Basic and $0.36 on Pro and Advanced. All amounts are payable in US dollars. AI Agent is a separate add-on billed per resolved conversation rather than per seat or per message, at $0.90 on most plans and $1 on Starter, with lower rates on annual billing. You pay only when AI Agent fully resolves a conversation without human involvement, and automated interactions beyond the plan allowance are charged at $1.50 each. AI Agent executes real Shopify actions mid-conversation, including processing refunds, updating shipping addresses, editing orders, checking order status, generating discount codes, and recommending products. That native action execution is the core differentiator from AI customer service tools that answer questions without taking action. Brands define exclusion and handover topics that AI Agent must pass to a human. Integration coverage centers on the ecommerce stack: native Shopify and Shopify Plus with AI actions against the Shopify API, plus BigCommerce, Magento, WooCommerce and PrestaShop. Ecommerce stack integrations include Klaviyo, Recharge, Loop Returns, Yotpo and Postscript. Messaging channels cover email, live chat, Facebook, Instagram, TikTok, WhatsApp, SMS as an add-on and voice as an add-on. The Gorgias app library covers 100+ integrations. There is no native HubSpot CRM integration at the depth Intercom provides for B2B SaaS. Gorgias publishes a first-party MCP server in beta at a per-tenant endpoint on mcp.gorgias.com, authorized over OAuth, exposing tickets, analytics and AI Agent and helpdesk settings as tools to MCP-compatible clients. Gorgias is not the right fit for B2B SaaS companies, financial services, or multi-brand enterprises with complex SLA and escalation workflows, because the platform is purpose-built for ecommerce and lacks the enterprise workflow depth that Zendesk or Intercom provide. Teams outside ecommerce will find the ticket-volume model and ecommerce-specific integrations offer little differentiation over general helpdesks. Current state Q3 2026: AI Agent 3.0 shipped in the Summer 2026 release. AI Agent covers email and chat, with Shopping Assistant skills for proactive recommendations and dynamic discount generation. SOC 2 Type II is current, with the report dated 31 December 2025 and downloadable from the Gorgias Trust Center alongside GDPR, CCPA and HIPAA. On data training, the Master Subscription Agreement permits Gorgias to use customer data, feedback, aggregate data, usage data and output to build and improve its own internal machine learning and AI models. No opt-out mechanism is published in that agreement, the DPA, the supplemental terms or either privacy notice. Gorgias contractually prohibits third-party model providers from training on customer data, and those providers operate under a zero-data-retention policy.