Separating helpdesk ticket costs from AI resolution usage
AI-generated concept illustration, not an actual app screenshot.

Budget for the work, not just the headline price

Gorgias pricing is easier to evaluate when you separate Helpdesk, which organizes customer inquiries, from AI Agent, which can complete some conversations. A ticket is a unit of support work, not simply a person on your team or a visitor to your store.

This guide explains how to prepare a useful estimate. It is based on official information checked on September 6, 2026, not a paid-account test or a forecast of your savings. For a broader product comparison, start with Zipchat versus Gorgias.

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Check what the displayed price includes

The official pricing interface has billing-cycle and AI Agent controls. At our check, Starter showed $10 per month for Helpdesk and $40 with AI Agent added, including 50 monthly tickets and 30 automated interactions. Starter was marked monthly-only. Other tiers can display annual-equivalent monthly figures. Save the selected options with your quote. Official pricing

An entry price therefore does not mean unlimited AI work. Before comparing two screenshots, check that both use the same billing cycle, AI selection and expected volume. A low monthly equivalent can also mean paying for a year upfront, which is a different cash commitment for a small store.

Use the same assumptions for every quote
Cost componentWhat to record
HelpdeskBase price, ticket allowance and overage
AI AgentAdditional cost, automated allowance and excess usage
Billing cycleMonthly or annual commitment and actual payment
Optional channelsVoice and SMS requirements and separate fees

One conversation can contribute to two usage categories

Under the current billing documentation, a replied-to helpdesk ticket can count toward ticket usage. An AI Agent resolution can also incur an automation fee; a human handoff is treated differently. Do not assume that successful AI resolution always removes the helpdesk charge. Billing definitions

Message counts are not a reliable substitute for ticket counts. Three replies inside a conversation are different from three separate tickets. Likewise, a customer who contacts the store several times is not necessarily represented by one billable item. Use the platform's usage categories when validating your estimate.

For a practical worksheet, keep columns for customer inquiries, billable tickets and automated outcomes. That makes it easier to spot a disagreement between your support report and your billing assumption. Ask about a sample conversation if you cannot explain where it belongs.

Existing customers need to identify their pricing model

Gorgias documents legacy arrangements for eligible accounts created before May 28, 2025, with additional conditions around AI Agent and Shopping Assistant upgrades. In that model, a ticket may count toward Helpdesk or automation usage rather than both. Confirm the model on your own account before reusing someone else's figures. Legacy pricing conditions

A long-standing merchant's invoice can be perfectly accurate and still be the wrong forecast for a new subscriber. Record the contract version beside the amount. If considering a feature upgrade, ask whether it changes the usage rules as well as the available features.

GorgiasExplore a workflow for your support teamCheck the features, pricing and eligibility you need before signing up.Request a Gorgias demo

Build an ordinary-month and peak-month estimate

Begin with support records from a representative month and a busy period. A product launch, delayed shipment or holiday sale can change both the number and complexity of questions. Order volume alone will not tell you how many requests require a reply.

Then identify a small group of repeatable questions that might suit automation. Treat your initial automation rate as a planning assumption until tested. A result from another merchant should not become a promised saving in your spreadsheet.

An editorial budgeting workflow, not a measured customer result
  1. Count: ordinary and peak-period inquiries.
  2. Separate: judgment-heavy requests and automation candidates.
  3. Estimate: allowances, overages and optional channels.
  4. Review: replace assumptions with actual pilot usage.

List base fees, excess tickets, excess automated interactions, channel add-ons and taxes separately. Try a second scenario with somewhat higher demand. The purpose is to see how sensitive your budget is, not to manufacture a precise forecast from incomplete data.

Include the work that remains for your team

Your operating cost also includes maintaining product information, checking exceptions and correcting mistakes. A cheaper subscription is not automatically a better result if it creates more follow-up work. Keep a small time allowance for maintaining the service alongside its invoice.

During a demo, bring a delivery question, an unusual return request and a human-handoff example. Ask both how the conversation is handled and where it appears in usage reporting. Seeing the whole path helps connect product features to a believable cost estimate.

Start with a one-page volume brief before selecting a tier. If you are still deciding which kind of tool you need, our AI chatbot comparison offers a broader set of evaluation questions.

See whether Gorgias fits your businessRequest a Gorgias demo

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