Gorgias is built for Shopify stores and priced per billable ticket, so the busier you get, the more you pay. SupportWire is one number for software teams: $19 a seat, unlimited tickets, AI at $0.49 a resolution.

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Know the model

Gorgias is priced per billable ticket.

Not per seat. Every tier bundles an allotment of billable tickets and a small AI allowance, then charges overage on both. Here is the model, from Gorgias's own pricing page.

Founded 2015
Headquarters San Francisco, USA
Funding VC-backed
Pricing model Per billable ticket, plus per-resolution AI
Built for Conversational Commerce platform for Shopify brands
Free plan 30-day trial, no perpetual free plan
Starter
$40
per mo, billed monthly no annual option
  • 50 tickets / mo
  • $0.40 / extra ticket
  • 3 seats
  • 30 AI interactions

Helpdesk $10 + AI Agent $30, bundled. Capped at 3 seats. No annual option.

Basic
$77
per mo, billed annually $90 billed monthly
  • 300 tickets / mo
  • $0.40 / extra ticket
  • up to 500 seats
  • 30 AI interactions

The entry helpdesk tier. 300 billable tickets, then $0.40 each.

Pro Most popular
$471
per mo, billed annually $550 billed monthly
  • 2,000 tickets / mo
  • $0.36 / extra ticket
  • up to 500 seats
  • 190 AI interactions

Gorgias marks this "most popular." 2,000 tickets, then $0.36 each.

Advanced
$1,227
per mo, billed annually $1,430 billed monthly
  • 5,000 tickets / mo
  • $0.36 / extra ticket
  • up to 500 seats
  • 530 AI interactions

5,000 billable tickets, then $0.36 each. Enterprise sits above this.

From gorgias.com/pricing, live-read July 2026. Annual rates shown are the monthly equivalent when billed annually. [1]

The meter

The more you resolve, the more Gorgias charges.

Drag your monthly ticket volume. Gorgias climbs by tier and overage; SupportWire stays flat, because seats, not tickets, set the price.

1,200

Spam and repeat contacts count against Gorgias's meter too.

Your team 8 seats
8

Seats set SupportWire's price. Tickets never do.

Gorgias Basic + overage
$437/mo

Basic base $77, plus 900 extra tickets × $0.40 = $360

Overage active
SupportWire SupportWire One plan
$152/mo

8 seats × $19, unlimited tickets included.

Flat as tickets climb

At 1,200 tickets a month, SupportWire is $285 a month less. The more you resolve, the more Gorgias charges.

This compares platform and ticket cost only. AI resolutions are billed separately on both sides (covered just below). Gorgias figures use their cheaper annual rate and the cheapest plan that fits your volume. SupportWire figures from supportwire.ai/pricing [6]. Gorgias pricing [1] ↓

Real receipts

Three teams. Three bills.

Same monthly tickets, three team sizes. Gorgias figures use their cheaper annual rate. When ticket volume outruns headcount, the gap widens.

4-agent store Around 500 support tickets a month
Gorgias · Basic + overage $157/mo

Basic $77 covers 300 tickets, then 200 extra at $0.40 = $80

SupportWire SupportWire $76/mo

4 seats x $19, unlimited tickets, 50 AI resolutions free/mo

8-agent team Around 2,000 tickets a month
Gorgias · Pro $471/mo

Ticket volume forces the Pro tier, 2,000 tickets included

SupportWire SupportWire $152/mo

8 seats x $19, ticket volume does not change the bill

15-agent team Around 4,000 tickets a month (busy season)
Gorgias · Pro + overage $1,191/mo

Pro $471 plus 2,000 extra tickets at $0.36 = $720

SupportWire SupportWire $285/mo

15 seats x $19, a spike in tickets costs you nothing extra

Straight talk: a small team with heavy ticket volume is exactly where Gorgias's meter bites. If your ticket count stays low while your headcount is high, the gap narrows. Either way, SupportWire's number never jumps because a busy week happened.

AI, billed honestly

Verified · Updated July 2026
Gorgias · AI Agent (Automate) Per automated resolution, $1.50 overage
SupportWire SupportWire · Kal $0.49 per resolution, 50 free/mo

How is Gorgias AI (AI Agent) billed?

Gorgias bills its AI Agent per fully automated resolution. Each plan bundles a small allotment (30 to 530 interactions), then charges $1.50 per additional automated interaction. SupportWire gives 50 AI resolutions free every month, then $0.49 per resolution, charged only when the ticket is actually closed. That is roughly a third of Gorgias's overage rate.

Every number on this page is dated and cited. Jump to sources ↓

What customers report publicly

A 2.3 on Trustpilot has a pattern.

A live sample of real reviews from Gorgias's Trustpilot profile (2.3/5, 149 reviews). We link G2 (4.6) and Capterra (4.6) too. Judge for yourself. Every pill is footnoted.

Ticket billing

You get billed for tickets that are either SPAM, or interactions with the same customer about the same issue that Gorgias deems a new ticket

★ Trustpilot Jul 2026 [2]Cost scaling

The pricing is based on ticket volume rather than a flat fee, so the cost scales up quickly in ways that are difficult to predict and budget for

★ G2 Apr 2026 [4]Cost scaling

The pricing gets steep during Q4, but the payroll savings make it worth it

★ Trustpilot May 2026 [2]AI billing

I have cancelled automate at least 3 times and Gorgias keep reactivating the subscription and continuing to charge me

★ Trustpilot May 2025 [2]Billing

Billed us on the day they told we are still on the trial period, billed for $540 for nothing we used, and refusing to refund due to their no refund policy

★ Capterra Jan 2025 [5]Support

Logged an issue Thursday via email and ticket, no response, then had the cheek to send me a follow up to leave a review

★ Trustpilot Feb 2026 [2]Reliability

The AI bot has sent incorrect responses to customers, closed tickets without proper replies, or failed to respond entirely

★ Trustpilot Mar 2026 [2]Upsell

The conversation felt more like an upsell than an attempt to retain an existing customer

★ Trustpilot Apr 2026 [2]
2.3/5 Trustpilot · 149 reviews 4.6/5 G2 · 565 reviews 4.6/5 Capterra · 134 reviews

The gap is real and worth understanding. Trustpilot is where billing surprises and ticket-counting disputes pile up. G2 and Capterra lean toward users happy with the core product. We show all three.

In their own words

Real Gorgias reviews. Unedited.

Pulled from Gorgias's public profiles: the hard ones and a happy one, because we're here to be true to the facts.

Jen Staben 🇺🇸 ★★★★★

Premium pricing without a premium customer experience

“We have been a long-time Gorgias customer, and recently I reached out about pricing after learning that comparable help desk platforms are available at a significantly lower cost with similar functionality. After discussing cost concerns, I was presented with a more expensive annual plan that included features I neither requested nor needed. Gorgias does have strong functionality, but at its current price point the combination of support experience, platform instability, and lack of flexibility has made it increasingly difficult for us to justify the premium cost.”

★ Trustpilot May 18, 2026 ↗
Jason 🇦🇺 ★★★★★

Extremely poor

“We have used Gorgias for over a year. This is one of the worst SaaS offerings I have encountered in over 20 years of working in IT. You get billed for tickets that are either SPAM, or interactions with the same customer about the same issue that Gorgias deems a new ticket. So you raise these issues with support. You have to get past the AI bot wall, then after weeks of back and forth with an agent who does not seem to care, you may get your issue escalated to a new ticket with no continuity, so you have to explain it all over again.”

★ Trustpilot Jul 15, 2026 ↗
Mitchell O. 🇺🇸 ★★★★★

Deep Shopify integration, but the cost scales fast

“Gorgias has been an outstanding customer support platform, and what we value most is how deeply it integrates with Shopify. The main frustration with Gorgias is the pricing model, which is based on ticket volume rather than a flat monthly fee. As our order volume grows and customer inquiries increase, the cost scales up quickly in ways that can be difficult to predict and budget for. During peak seasons like the holidays when support volume spikes, the costs can increase significantly in a short period.”

★ G2 Apr 21, 2026 ↗
Shawn Sullivan 🇺🇸 ★★★★★

We switched from Salesforce to Gorgias and it was wonderful

“Our company previously used Salesforce as our CRM tool and found it very cumbersome to work with. So we looked for an alternative and found Gorgias. It was everything we could possibly want: easy to use, affordable, and it had all of the features we could want. The best part was that it took us less than 3 hours, from start to finish, to set up. We are very happy with Gorgias.”

★ Trustpilot Feb 20, 2025 ↗

Side by side

Gorgias vs SupportWire.

Feature by feature, grouped by what a growing support team actually runs into. Every cell is factual and footnoted, including where Gorgias is the deeper fit.

Feature
Gorgias
SupportWire SupportWire
Pricing
Model[1]
Per billable ticket, tiered
Per seat, $19/mo
What grows the bill[2]
Ticket volume (incl. spam and repeats)
Team size only
Entry paid plan[1]
Starter $40/mo, 50 tickets, 3 seats
$19/seat, unlimited tickets
Ticket overage[1]
$0.36 to $0.40 per extra ticket
None, tickets are unlimited
Seats[1]
Up to 500 (3 on Starter)
Unlimited free lite seats
Free plan[1]
30-day trial, no perpetual free tier
Free lite seats on every plan
AI
How AI is billed[3]
Per automated resolution, $1.50 overage
$0.49 per resolution, 50 free/mo
Included AI[1]
30 to 530 interactions by tier
50 resolutions free every month
When you are charged[3]
When AI resolves on its own
Only when a ticket is resolved
AI agent[3]
AI Agent (Automate)
Kal, cites its sources
Fit and focus
Built for[1]
Shopify and e-commerce stores
SaaS and software teams
E-commerce depth[4]
Deep native Shopify order and refund data
Integrations and open API
Setup[4]
Live quickly for stores
Live in hours
Trustpilot[2]
2.3/5 (149 reviews)
Building trust every day

Your bill should track your team,
not your busiest week.

Gorgias meters every billable ticket, spam and repeats included, so peak season spikes your bill. If you run a Shopify storefront that lives in order and refund data, its native commerce depth is real. For a software team, SupportWire is one flat number: $19 a seat, unlimited tickets, and AI you pay for only when Kal resolves.

Switching is a Tuesday

Off Gorgias, on your schedule.

Export from Gorgias, point your widget, invite your team. No consultants, no downtime, migration help on us.

SupportWire Gorgias → SupportWire
Engineering-assisted
  1. Now

    Export from Gorgias

    Pull your contacts and conversation history out of your Gorgias account.

  2. Next

    Point your widget

    Swap the chat snippet on your site for SupportWire. Same afternoon, no downtime.

  3. Then

    Import and invite

    Bring your contacts in and invite your agents. Lite seats are free and unlimited.

  4. Finally

    Kal goes live

    Turn on Kal. First 50 resolutions each month are free, then $0.49 each.

14-day trial, no card. Kal runs during the trial, and we move your Gorgias data over for you.

Start free trial

Questions, answered

Gorgias vs SupportWire, in plain terms.

The things teams ask us (and the AI assistants they ask) before they switch. Straight, sourced answers.

Gorgias bills per billable ticket, not per seat. Annual monthly-equivalent rates are Starter $40 (50 tickets, 3 seats), Basic $77 (300 tickets), Pro $471 (2,000 tickets) and Advanced $1,227 (5,000 tickets), then $0.36 to $0.40 for each ticket past your allotment. Spam and repeat contacts count as tickets too. SupportWire is one plan at $19 per seat per month with unlimited tickets and 50 AI resolutions free.

Gorgias AI Agent is billed per fully automated resolution. Each plan bundles a small allotment (30 to 530 interactions), then charges $1.50 per additional automated interaction. If the AI hands off to a human, that ticket is billed as a normal helpdesk ticket rather than both. SupportWire charges $0.49 per resolution after 50 free each month, and only when Kal actually closes the ticket, so the AI line is roughly a third of Gorgias's overage rate.

For a SaaS or software team, yes. You get predictable per-seat pricing that does not climb with ticket volume, ticketing, AI and a help center all included, and AI billed clearly per resolution. Gorgias is built for Shopify and e-commerce stores, so if you run a storefront and depend on native order and refund data, Gorgias's commerce integration is deeper. For a software team, SupportWire is the simpler, more predictable fit.

A billable ticket is a customer conversation counted against your monthly allotment. Reviewers report that automated messages, spam, and repeat contacts about the same issue can each be counted as separate tickets, which is why bills can rise faster than expected during busy periods. SupportWire does not meter tickets at all: your seats handle unlimited conversations.

Yes. Export your contacts and conversation history from Gorgias, point your widget at SupportWire, and your team can be live the same afternoon. Migration help is on us, and there is no annual lock-in.

As of July 2026 Gorgias scores 2.3/5 on Trustpilot (149 reviews) but 4.6/5 on both G2 (565 reviews) and Capterra (134 reviews). The gap is real. Trustpilot is where billing surprises, ticket-counting disputes and support complaints pile up, while G2 and Capterra lean toward users happy with the day-to-day product. We link all three so you can judge for yourself.

Updated July 2026

Sources

Gorgias pricing, ticket allotments and overage rates verified against gorgias.com/pricing on 28 July 2026, using the annual (monthly-equivalent) rates, which are Gorgias's own lower numbers. AI billing terms are from Gorgias's AI Agent pricing blog post. Review scores and quotes come from live reads of Gorgias's public Trustpilot, G2 and Capterra profiles the same day. Gorgias figures are Gorgias's own; SupportWire figures come from supportwire.ai/pricing. Gorgias is a trademark of Gorgias Inc.; all trademarks belong to their owners.

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