TL;DR:
- Gorgias is a multi-product customer experience platform that includes a Helpdesk and additional products designed for automation (Automate) and marketing (Convert).
- Gorgias subscriptions are billed monthly or annually. Annual plans get two months free.
- Gorgias uses ticket-based pricing by charging per billable ticket, automated interactions, and overages. Gorgias does not charge per user.
- Billable tickets are tickets answered by an agent or Rule. The messages within a ticket are not charged individually.
- To find the best Gorgias plan for you, evaluate how many customer interactions you get across different channel every month. Learn how to find your monthly ticket volume here.
- Overages happen when you exceed your plan’s ticket volume. When your business grows and your usage increases, we will notify you when it’s time to upgrade to the next plan.
How does Gorgias's pricing structure work?
Billing is based on a monthly or annual subscription, with plans determined by the number of billable helpdesk tickets, automated interactions, and overages.
A billable ticket is any ticket where an agent or Rule (an action that triggers based on certain conditions) responds to a customer's message. Each ticket you receive on your helpdesk is counted as one billable ticket, no matter how many messages are exchanged in the thread.
An automated interaction is a customer request resolved with Automate features, including Flows, Order Management, Article Recommendations, and AI Agent.
⚠️ Important: A billable ticket can also be classified as an automated interaction depending on the timing of the responses. If an agent or Rule responds more than 72 hours after the automated interaction, it will be billed as both. If the response is within 72 hours, it will be billed as a single billable ticket.
Overages occur when your billable ticket/automated interaction volume exceeds the number included in your plan. Consider changing to a yearly plan if your volume fluctuates from month to month. We will also notify you when to upgrade to the next plan to save money.
This structure applies to all our products and add-ons, making it flexible and scalable to fit businesses of any size:
- 🖥️ Helpdesk: All-in-one inbox with 100+ ecommerce app integrations; charged by billable tickets
- 🤖 Automate: AI-powered features that can automate 60% of support interactions, including conversational AI Agent; charged by automated interactions
- 💬 SMS: Support channel add-on; charged by SMS tickets
- ☎️ Voice: Support channel add-on; charged by Voice tickets
Why ticket-based pricing, not seat-based?
Gorgias uses a ticket-based pricing model, allowing you to grow headcount without worrying about increased costs. We believe in AI-powered CX, and as AI tools become universal, brands can rely on agents to handle tasks more effectively at accelerated speeds.
Take a look at the advantages of paying by ticket volume:
- Cost-effective: You can have unlimited support agents without incurring additional costs.
- Efficiency through automation: Pairing our automation-focused platform with ticket-based pricing means deflecting and automating tickets is the goal, which helps businesses improve efficiency and reduce manual workload.
- Flexibility: Managing costs is more straightforward with ticket-based pricing, as companies can pay overage fees rather than temporarily upgrading to a higher-tier plan.
How to find your current monthly ticket volume
You may be coming from another helpdesk or currently trying out Gorgias. If you’re considering switching to Gorgias, it’s important to know your current monthly ticket volume. Below, we show you how to find your monthly ticket volume whether you’re using Zendesk, Tidio, Shopify Inbox, Re:amaze, or the Gorgias trial.
Find your monthly ticket volume on different helpdesks
Here’s how to find ticket volume on the helpdesk platforms Zendesk, Tidio, Shopify Inbox, and Re:amaze.
Zendesk
- In Explore, click the Dashboard icon in the left sidebar.
- Select the Zendesk Support dashboard.
- Click the Tickets tab.
- Set the Time to a one-month range.
- Note your monthly ticket volume in the Created tickets section.
Tidio
- Click the Usage & Plan button in the top right of the Tidio panel.
- Note your monthly ticket volume in the Customer service row under Current usage.
Shopify Inbox
- Go to Shopify Inbox > Overview.
- Note your monthly ticket volume under Conversation metrics.
Re:amaze
- Click on the Reports icon in the menu.
- Under Team Reports, click Overview.
- Note your monthly ticket volume under Last 30 Days Volume.
Find your monthly ticket volume on the 7-day Gorgias trial
Here’s a four-step guide to accurately gauge your monthly ticket volume on the Gorgias trial.
Step 1: Connect all your support channels
Immediately after sign-up, connect all the channels you offer support on, such as email, social media, voice, SMS, etc. All messages from these channels will now be consolidated in the Helpdesk. Directly use Gorgias to reply to all incoming messages for the entire 7 days. This is crucial because only replies sent from the helpdesk will count as billable tickets. This process ensures you select the right pricing plan after the trial ends.
Find your ticket volume in Statistics > Support Performance > Overview. There, you can view your ticket volume (created, closed, and open tickets) and support metrics like first response time and resolution time.
Step 2: Note the total tickets used at the end of the 7-day trial
Go to Statistics > Account > Billing & usage > Usage & Plans. To get your estimated monthly ticket volume, multiply the number of tickets used by 4 (for four weeks). For average yearly ticket volume, multiply the resulting number by 12.
Step 3: Estimate number of automated interactions
As a starting point, we recommend automating 10-20% of your annual ticket volume to increase repeat purchases, reduce response times, and increase overall customer satisfaction. Multiply your yearly ticket volume by 0.2 to find the optimum number of automated interactions you need. Note that top Gorgias customers often automate more than 30% of their tickets.
Step 4: Use the pricing calculator
Once you’re ready to find the plan that works for you, input your anticipated number of tickets, automated interactions, and Voice and SMS tickets per month into the pricing calculator at the top of this page.
How the Gorgias pricing calculator works
Our pricing calculator is designed to help you find the most cost-effective plan for your business needs in four simple steps: find your Helpdesk plan, add Automate and Add-ons.
Step 1: Helpdesk
- Ticket volume slider: Use the slider to set the number of tickets your store receives per month, ranging from 0 to 10,000. The calculator will recommend the best Gorgias plan based on your ticket volume, taking overages into account.
- Billing option toggle: Below Plan Summary, on the right side of the calculator, toggle between a monthly and annual subscription.
- Monthly ROI: Find out how much time and money you save with the selected plan. Click How is ROI calculated? to delve into the calculation details.
Step 2: Automate
- Automated interactions: Enter the percentage of tickets you want resolved by automation per month.
Step 3: Add-ons
- Voice add-on: Select your monthly voice ticket volume if you receive and make calls. There is also a pay-as-you-go option.
- SMS add-on: Select your monthly SMS ticket volume if you send and receive SMS texts. There is also a pay-as-you-go option.
Which plan should I choose?
Choosing the right Gorgias plan depends on your estimated ticket volume. Here are our recommendations based on your monthly ticket volume.
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💡 Pro Tip: We include Automate in every recommendation because it can automatically resolve up to 60% of your customer inquiries, freeing you from repetitive work and allowing you to focus on more complex tasks. With Automate, you’ll find it’s a no-brainer for reducing your workload.
Frequently Asked Questions
Unlike helpdesks like Zendesk or Re:amaze, which cater to multiple industries, Gorgias is specifically designed for ecommerce businesses. Our robust integration with Shopify is a key advantage, letting teams trigger Shopify actions and resolve customer inquiries without switching platforms. Gorgias also offers AI features on all plans, including conversational AI for email, while Zendesk only offers it in chat. Gorgias also provides pre-built ecommerce Actions and helps you setup AI Agent with a dedicated implementation team.
Ticket-based pricing is beneficial for scaling businesses, as it prevents costs from doubling each time more people are added to the support team.
Gorgias does not charge per user seat. Instead, we charge you based on the number of tickets and automated interactions you use. Gorgias user seats range from 3 to unlimited, depending on your plan.
When you use up all of your plan’s tickets, you have two options: you can upgrade to a higher plan that accommodates more tickets, or you can pay the overage fees associated with your current plan.
On the yearly plan, you receive your total available billable tickets upfront, allowing you to roll over tickets month to month within the same billing cycle. This is convenient for managing fluctuating volumes throughout the year. However, at the end of the annual cycle, the usage resets, and you will need to renew your plan. On monthly plans, ticket limits reset at the end of each month and any unused tickets do not roll over to the next month.
No, spam emails do not count as billable tickets as long as an agent or a Rule does not respond to them. A ticket will only be billed if it receives a response from an agent or Rule (a helpdesk action that triggers based on certain conditions).
No, Gorgias does not charge extra for customer support. Support options such as self-serve onboarding materials and support office hours come at no additional cost. Advanced and Enterprise users are also provided with a dedicated account manager.
Automate improves your team's efficiency by automating as much as 60% of tickets. This gives your team more time to focus on complex, revenue-generating conversations and provide strategic insights to other departments in your organization. Even if your team is managing well now, Automate can help you scale and handle increasing volumes without additional hires.
Yes, Gorgias is suitable for small teams thanks to its advanced AI and automation features, flexible volume-based pricing, and the ability to switch between plans easily. The all-in-one inbox consolidates all conversations from various channels, improving efficiency. Plus, Gorgias's scalable plans and pay-as-you-go ticket model ensure that as you grow, the platform can easily accommodate your needs.
| Customer Interactions | Who You Are | Plan Recommendation | What You Get |
|---|---|---|---|
| 50 tickets per month | First-time helpdesk user without a support team | Starter + Automate | Basic support tools, three users, essential integrations |
| 50-350 tickets per month | Small business with 1 agent | Basic + Automate | Unlimited user seats, essential integrations, self onboarding |
| 350-2,500 tickets per month | Medium business with a growing support team of 1-3 agents | Pro + Automate | Unlimited user seats, unlimited integrations, lite onboarding support |
| 2,500-6,000 tickets per month | Large business with a support team of 2-4 agents | Advanced + Automate | Unlimited user seats, unlimited integrations, full onboarding with dedicated customer success manager (CSM) |
| 6,000+ tickets per month | Enterprise businesses with a support team of 4-5 agents | Enterprise + Automate | Unlimited user seats, unlimited integrations, full onboarding with dedicated CSM |
| 8,000+ tickets per month | Enterprise businesses with a large support team | Enterprise + Automate | Unlimited user seats, unlimited integrations, full onboarding with dedicated CSM, customized solutions |