# Gorgias — Ecommerce helpdesk with a built-in AI Agent that resolves and acts on Shopify tickets.

> Source: AgentsIndex — https://agentsindex.ai/gorgias (structured, researched, re-verified)
> Facts last verified: 2026-10-24

Gorgias is an ecommerce customer experience platform that combines an omnichannel helpdesk with an AI Agent that answers and resolves support conversations. It connects natively to Shopify, BigCommerce, Magento and WooCommerce and can take order actions inside a conversation.

| Fact | Value |
| --- | --- |
| Website | https://gorgias.com/ |
| Price | from $10/month |
| Free trial | Partly |

Seven-day trial with access to all features and no payment details required; there is no standing free plan, and billing starts the day after the trial unless it is canceled.

## What it costs to start

**What the price counts** · Yes — Two meters at once: a flat monthly helpdesk tier sized by included tickets, plus a per-resolution charge for each automated AI interaction, with per-ticket overage beyond the tier.

> AI Agent on every plan, pay only when it resolves a conversation. Helpdesk scales from 50 to 5,000 tickets a month, never priced per agent.
> — https://www.gorgias.com/pricing · Pricing hero, subheading above the plan cards

**Free tier** · Partly — There is no standing free plan; the only unpaid way in is a seven-day trial with access to all features, after which a paid tier starts at $10 a month.

> The Gorgias trial period lasts 7 days.
> — https://www.gorgias.com/pricing · FAQs, "How long is the trial period?"

**Self-serve signup** · Yes — Starter, Basic and Pro are bought by signing up and starting the trial with no payment details; only Advanced and the custom Enterprise plan route through a sales call.

> No, you don't need to enter payment info to start the Gorgias trial (/signup).
> — https://www.gorgias.com/pricing · FAQs, "Do I need to enter any payment info to get started?"

**Card to start** · No — No card is taken to begin: the Basic and Pro plan cards print "No credit card required" under the trial button and the pricing FAQ repeats it.

> No, you don't need to enter payment info to start the Gorgias trial (/signup).
> — https://www.gorgias.com/pricing · FAQs, "Do I need to enter any payment info to get started?"

**Contract** · Yes — Month-to-month billing is offered on every plan and Starter is monthly only; annual is a cheaper option rather than a requirement, and seats are not metered on any tier.

> Yes, Gorgias offers both monthly and annual subscription options. Monthly plans are billed on a recurring monthly basis, while annual plans are billed upfront for the 12 months.
> — https://www.gorgias.com/pricing · FAQs, "Can we choose between annual and monthly subscriptions?"

**Cancel any time** · Partly — Plan cards say "cancel anytime", but the subscription agreement demands 30 days' written notice before the term ends on monthly as well as annual plans, and fees already paid are non-refundable.

> To cancel any Subscription, Customer must provide us with written notice no less than 30 days prior to the end of the then-current Subscription Term regardless of whether the Subscription is monthly or annual
> — https://www.gorgias.com/legal/terms-of-service · Master Subscription Agreement, Section 7.5 Cancellation Procedures

## What it works with

**Works with** · Yes — Shopify and Shopify Plus plus WooCommerce connect on every tier, BigCommerce from Basic and Magento only from Pro, alongside a library the vendor counts at 150 or more apps.

> Shopify / Shopify Plus
> — https://www.gorgias.com/pricing · Compare plans table, Channels & integrations section, Shopify / Shopify Plus row

**Public API** · Yes — A public REST API with its own developer portal covers tickets, customers, messages, rules, views and voice calls, with OAuth2 apps and API key integrations and published rate limits.

> OAuth2 apps can make 80 requests in a 20 second window
> — https://developers.gorgias.com/reference/limitations · API Reference, Rate Limits, Request Limits list

**MCP server** · Yes — A first-party remote MCP endpoint connects Claude, ChatGPT or Cursor to the helpdesk; it is in open beta, included on any paid plan, and scoped to the connecting user's role.

> Gorgias MCP connects your Gorgias account directly to Claude, ChatGPT, Cursor, or any other MCP-compatible AI tool.
> — https://www.gorgias.com/blog/gorgias-mcp · Body, "What is Gorgias MCP?" section

## What it does on its own

**Acts on its own** · Yes — AI Agent closes tickets end to end, including order actions such as returns and tracking, and the vendor bills a resolution only when no human replies within 72 hours.

> AI Agent is your always-on ecommerce expert, resolving support questions instantly, converting shoppers with personalized chat, and automating actions like returns, order tracking, and more. All without a human in the loop.
> — https://www.gorgias.com/pricing · FAQs, "What is AI Agent?"

**Limits on what it may do** · Yes — Buyers choose which intents the agent owns, set a confidence threshold, and can rehearse against real tickets in a sandbox before anything reaches a customer.

> You control what it touches Pick the intents AI Agent owns. Everything else goes to your team, with full context, the moment it lands.
> — https://www.gorgias.com/ai-agent · Trust & Safety section, first card

**No code needed** · Yes — Setup is pitched at the CX team rather than developers, configured in plain language through the Gaia assistant, with self-serve onboarding on the two cheapest plans.

> Your CX team sets up, trains, and optimizes AI Agent themselves. No engineers, no heavy lift. Live in under an hour.
> — https://www.gorgias.com/ai-agent · Quick setup section, "Fast setup, continuous improvement."

## What happens to your data

**No training on your data** · Partly — Third-party model providers are contractually blocked from training on your data and run zero retention, but Gorgias reserves the right to train its own models on Customer Data and publishes no opt-out.

> Gorgias may, without providing any compensation to Customer or to any third party, use information gathered, collected, and/or generated in the course of providing the Services, including Customer Data ... to build and improve our internal machine learning and other artificial intelligence models
> — https://www.gorgias.com/legal/terms-of-service · Master Subscription Agreement, Section 4.2 Machine Learning and Artificial Intelligence; Output

**Retention you control** · Partly — Individual shopper records and tickets can be deleted and account data goes within 90 days of contract end, but no configurable retention window is published and some email fields are purged on a fixed 30-day schedule.

> Gorgias customers are able to delete individual shoppers' data and tickets. And in any case, customers' data is removed from Gorgias data stores within 90 days of the termination of the contractual agreement.
> — https://www.gorgias.com/pricing · FAQs, "How does Gorgias manage customer data removal?"

**Data stays in your region** · Partly — Three hosting regions exist on Google Cloud, in the US, the EU and Australia, but the vendor describes placement as the region closest to the customer rather than a choice the buyer makes.

> Our servers are hosted in Google Cloud Platform's data centers, and are located in the United States, European Union, and Australia, ensuring that customer data is hosted in the region closest to them for optimal performance, reduced latency, and regional data residency compliance.
> — https://www.gorgias.com/pricing · FAQs, "Where is my data stored?"

**Take your data out** · Yes — Data stays the customer's property, remains retrievable for 45 days after termination, and statistics can be pulled as CSV or through the REST API while the account is live.

> If requested by Customer, Gorgias will make the Customer Data available to Customer, including as may be provided in the Documentation, for 45 days after the effective date of termination or expiration of the Term.
> — https://www.gorgias.com/legal/terms-of-service · Master Subscription Agreement, Section 8.2 Effects of Termination; Survival

## Whether a company can buy it

**Security audits** · Yes — The security page names a SOC 2 Type II certification and HIPAA compliance, both available as reports through its Vanta trust center, with a data processing agreement folded into the subscription contract.

> SOC 2 Type II Certification
> — https://www.gorgias.com/security · "A few things that help keep your helpdesk secure" badge list

**Single sign-on** · Yes — Google and Microsoft 365 sign-in is ticked on every published plan from Starter upward; SAML is held back for the custom Enterprise plan alongside audit logs.

> SSO (Google, Microsoft)
> — https://www.gorgias.com/pricing · Compare plans table, Security section, SSO row

**Audit log** · Partly — Audit logs are ticked on Pro and Advanced and dashed out on Starter and Basic, and the developer changelog caps retained audit log events at twelve months.

> Audit logs
> — https://www.gorgias.com/pricing · Compare plans table, Security section, Audit logs row

**Uptime promise** · Partly — The comparison table grants an SLA only in the Advanced column, with Starter, Basic and Pro dashed out; the contract otherwise promises commercially reasonable availability and no numeric uptime figure.

> We will use commercially reasonable efforts to make the subscribed Services available 24 hours a day, 7 days a week, except during (a) Planned Downtime and (b) Force Majeure Events
> — https://www.gorgias.com/legal/terms-of-service · Master Subscription Agreement, Section 2.6 Customer Support and Cooperation

## What is Gorgias?

Gorgias is an ecommerce helpdesk for support teams that centralizes email, live chat, social, SMS, and voice in one inbox. It layers AI Agent, Shopping Assistant, Ticket Management, and AI Assistance on top, with integrations for Shopify, Klaviyo, Recharge, Loop Returns, and Yotpo. Gorgias says it serves 17,000 brands and 40% of Shopify brands. Plans start at $10/month on Starter.

## Where it is genuinely strong

Two things stand out and neither is marketing.

The first is that Gorgias is not priced per agent. Plans are sized by monthly ticket volume — 50, 300, 2,000 or 5,000 tickets — and from the Basic plan upward the Shopify App Store listing states "Unlimited customer support agents". Gorgias's own pricing page puts it plainly: "Helpdesk scales from 50 to 5,000 tickets a month, never priced per agent." For a support team with seasonal temps, part-timers, or warehouse and ops staff who need occasional inbox access, this is a real cost structure difference rather than a positioning line. The exception is the $10 Starter plan, which is capped at 3 agents — "unlimited" begins at Basic.

The second is the depth of the Shopify integration, which is what five-star reviewers consistently name. One writes that the integration "allows our team to view customer/order details, tag orders, process refunds, manage cancellations, and resolve issues without constantly switching between platforms." That is order *actions* from inside the ticket, not just an order-history panel — the distinction that separates ecommerce helpdesks from general ones. Gorgias lists 254 app integrations plus HTTP/custom integrations, and supports Shopify, BigCommerce, Magento, WooCommerce and multi-store setups, though the Shopify path is clearly the best-developed one.

Channel coverage is broad for the category: email, live chat, SMS, voice, social, contact form and TikTok Shop, with SMS and voice tickets billed as one ticket regardless of how many messages or calls follow.

## How the AI is priced, and the number to model first

This is the part worth an hour of spreadsheet time before you sign anything.

Gorgias bills AI in two layers. An AI Agent interaction costs $0.90 on annual plans or $1.00 on monthly plans; above your plan's included automation allowance, the published rate is $1.50 per interaction. Separately, and stated in Gorgias's own FAQ: "Each AI Agent interaction also counts as a helpdesk ticket and is billed accordingly."

That second sentence sounds worse than it is, and it is worth being precise. It does not mean you are charged twice on top of an unused allowance — it means AI resolutions eat the same ticket allowance your humans do. The practical consequence is that you cannot size your plan on expected *human* ticket volume. If you handle 2,000 conversations and the AI resolves 1,200, all 2,000 still count against your ticket allowance.

The more interesting finding is in the allowances themselves. Included automated interactions are 30 on Starter, 30 on Basic, 190 on Pro and 530 on Advanced, against ticket allowances of 50, 300, 2,000 and 5,000. As a share of included tickets, that is roughly **60% on Starter and about 10% on every tier above it** (10% Basic, 9.5% Pro, 10.6% Advanced). Gorgias markets "60% of inquiries resolved instantly". Only the entry plan bundles enough automation to reach that rate without usage charges.

Worked through at Pro ($300/month annual, 2,000 tickets, 190 included interactions): resolving 60% of 2,000 conversations means about 1,200 AI interactions, roughly 1,010 of them beyond the included allowance. Depending on which published rate applies, that is somewhere between about $900 and about $1,500 a month on top of a $300 subscription. We are giving a range rather than a figure deliberately — Gorgias publishes three per-interaction prices ($0.90, $1.00, $1.50) and its pricing page does not clearly state how the bundled allowance interacts with the per-interaction rate. Get the applicable rate and the allowance behavior written into your quote.

Two details that work in the buyer's favor and are easy to miss. If a human agent replies within 72 hours of an AI resolution, Gorgias states the interaction "is only charged as a billable helpdesk ticket instead" — so a bad AI answer that a human has to clean up is not billed twice. And newsletters, spam and auto-responders are filtered and not billed, which matters more than it sounds on a high-volume inbox.

For comparison, Intercom's Fin is $0.99 per resolution as listed today, with no equivalent ticket double-consumption — though Intercom charges per seat, which is exactly the trade Gorgias avoids.

## What 616 merchant ratings actually say

Gorgias holds 4.2 out of 5 from 616 ratings on the Shopify App Store. The distribution is more informative than the average: **83% are five-star and 9% are one-star, with only 7% in between.** That is a polarised product, not a mediocre one — it works very well for merchants it fits and fails badly for those it doesn't, and there is little middle ground to fall back on.

The five-star reviews cluster on the AI Agent and the Shopify integration. One merchant reports the AI Agent let them "exceed a 40% automation rate" during peak while CSAT held steady — worth noting that this is a customer's own figure and it sits below the 60% Gorgias markets. Another describes running roughly four human agents alongside the AI handling chat, email, voice and escalations. Several long-tenure customers (five and seven years) are among the positive reviews.

The one-star reviews cluster on three themes, and they are consistent enough to take seriously. Support responsiveness is the most common — including from customers of several years who describe it as having declined. Second is commercial inflexibility: several describe being quoted a large plan, being warned about overages, and then being unable to adjust; one advises getting "every single detail, expectation, and promise clearly written into your contract" rather than relying on verbal assurances from sales. Third, and specific to the AI, are reports of the agent misfiring — one merchant describes a rep enabling AI Agent prematurely during a paid onboarding, resulting in off-brand replies to customers.

The pattern across the negative reviews is that the failures are commercial and operational rather than the core product being broken. Nobody is arguing the helpdesk doesn't work.

Gorgias also carries a 2.2/5 TrustScore on Trustpilot, but we could not establish the number of reviews behind it, and B2B SaaS Trustpilot pages are typically small, self-selected complaint samples. We would not weight it against a policed 616-rating sample.

## Data handling and the model stack

Unusually for this category, Gorgias names its model providers rather than saying "enterprise-grade AI". Its AI security FAQ states: "AI Agent uses a combination of multiple secure LLM providers, including OpenAI, Anthropic, and internally fine-tuned LLMs."

On training, the same document states: "No, the data AI Agent accesses does not train large language models (LLM) from OpenAI or other 3rd-party providers", and notes that "OpenAI has a zero data retention policy for API interactions." On residency it states: "Note that if you are in the EU, then your server will be in the EU."

The company's security page lists SOC 2 Type II certification and HIPAA compliance; its pricing page also lists GDPR/CCPA compliance, plus SSO, user permissions and audit logs as platform features.

For a tool that reads a production customer inbox, having named subprocessors, a stated training position and an EU residency commitment all in writing puts Gorgias ahead of most of the AI support tools we look at, where the subprocessor list is typically available "on request" and the training position is simply absent.

## Company and continuity

Gorgias is a San Francisco-based company. Its last publicly reported funding round was a $30M Series C announced 15 August 2022, which TechCrunch reported valued the company at $710M; Shopify and Transpose Platform led, alongside Sapphire Ventures, CRV, Alven and Jason Lemkin.

That round is four years old as of this writing. Funding aggregators list one or more later rounds in 2024 but contradict each other on the date and structure, and we could not corroborate any of them against a filing or an official announcement, so we are not reporting a figure. The absence of a recent announced round is not evidence of trouble — a company at this stage may simply be profitable or not raising — but a buyer signing a multi-year contract may want to ask directly.

Shopify's participation as an investor is worth noting given how much of the product's value rests on the Shopify integration; it aligns incentives, though it does not constitute a guarantee about the integration's roadmap.

## Who this fits, and who should look elsewhere

**Good fit:** a Shopify or Shopify Plus merchant with a support team larger than three people, doing enough volume that per-seat pricing hurts, who wants order actions inside the ticket and is prepared to model AI usage costs properly before committing.

**Think harder if:** you run Shopify alongside a third-party ERP — sync reliability is a recurring complaint in negative reviews. If your ticket volume is spiky and unpredictable, the overage structure plus the AI usage layer makes budgeting genuinely hard, and reviewers report limited flexibility to adjust plans mid-contract. If you need B2B and retail customer segmentation, at least one reviewer reports this is missing from the Shopify integration; we did not verify it.

**Practical advice:** the 7-day free trial is short for a helpdesk migration. Use it to test the Shopify integration against your actual store data and, specifically, to confirm which fields and actions are available in the ticket sidebar today rather than relying on marketing pages — at least one merchant reports a sidebar capability being withdrawn without notice. Get AI rates, allowances and mid-cycle plan-change terms in writing before you sign an annual contract.

## How much does Gorgias cost?

| Plan | Price | What's included |
| --- | --- | --- |
| Starter | from $10/mo | 50 tickets/mo; Billed Yearly; Unavailable on starter; Total price:; $10 /mo; This is some text inside of a div block.This is some text inside of a div block.This is some text inside of a div block.; Baseline price; 2,000 Helpdesk tickets; $300/month; Xxx AI Agent resolutions; $xx/month; Cost of overages; Helpdesk tickets; $40/100 tickets; AI Agent interactions; $150/100 resolutions; Helpdesk; Centralize customer conversion, empowers CX teams to provide support and turn shoppers into loyal customers.; 50 tickets / month; $0.40 / overage ticket cost; Support & ticket management; Help center with unlimited articles, Macros, Rules, Views, Assignment, Routing, Satisfaction survey; Omnichannel; Email, Live chat, Facebook, Instagram, Tiktok media, WhatsApp, SMS & Voice (add-ons); Integrations & Insights; User permissions; Team management, Google / Microsoft SSO; AI Agent; 0 automated interactions; $1.00/per resolved conversation. Pay only |

## Frequently asked questions

**What is Gorgias?**

Gorgias is an ecommerce helpdesk for support teams that centralizes email, live chat, social, SMS, and voice in one inbox. It layers AI Agent, Shopping Assistant, Ticket Management, and AI Assistance on top, with integrations for Shopify, Klaviyo, Recharge, Loop Returns, and Yotpo. Gorgias says it serves 17,000 brands and 40% of Shopify brands. Plans start at $10/month on Starter.

**How much does Gorgias cost? Is it free?**

Gorgias starts at Starter at from $10/mo.

**What is Gorgias used for? Who is it for?**

Gorgias is used for AI Agent, Helpdesk, and Shopping Assistant. It's built for Ecommerce support teams that need one inbox for high-volume shopper conversations, CX leaders, and Operations managers.

**Does Gorgias have an API and what does it integrate with?**

Gorgias doesn't publish a public API. It integrates with Shopify, BigCommerce, Magento, WooCommerce, Loop Returns, and 25 more.

**Our take:** Starter includes 50 tickets per month, with overages billed at $0.40 per ticket. Teams expecting higher volume should check whether AI Agent resolutions and helpdesk tickets will push them past that baseline quickly.

## Coverage elsewhere

| Source | Kind | Read |
| --- | --- | --- |
| apps.shopify.com | Repository | undated |
| apps.shopify.com | Review platform | undated |
| techcrunch.com | Independent source | undated |
| intercom.com | A competitor's comparison | undated |
| trustpilot.com | Review platform | undated |

## What changed

- 2026-10-24 — Free tier · Price · What it does

## Keeping it current

These facts are re-checked against Gorgias's own pages and updated when they change. If you represent Gorgias, sign in and update the listing from your dashboard at https://agentsindex.ai/dashboard. The operations this site accepts from an agent are listed at https://agentsindex.ai/.well-known/agents.json — that catalog needs no key to read, and each entry states its own auth.