Gorgias pricing explained
Gorgias is an ecommerce-native helpdesk built tightly around Shopify, and for a store its native order actions are a genuine advantage. The friction is the pricing shape. Plans are metered on ticket volume with overage charges when you exceed your plan, and its automation resolutions carry a per-resolution economic model. That repeats the category-wide problem: the outcome you are buying, more automated resolution, is the thing that raises the bill.
Volume tiers plus overage
Gorgias plans are tiered on how many tickets you handle in a month, with overage charges when you go past your plan's included volume. That makes cost track your ticket count, so a busy season or a viral moment can push you into overage exactly when you can least afford surprises.
On top of the volume tier, automation resolutions are priced so that heavier automated resolution can move you up the cost curve. You are paying both for the tickets that come in and for the automation that handles them.
The per-resolution dynamic
This is the same structural trap seen across the category. The whole reason to turn on automation is to resolve more tickets automatically, but if the automation economics scale with resolutions, then success raises your bill. Automation quality also varies by ticket: Gorgias is strong on templated store questions like order status and returns, and weaker on the nuanced ones, which still land on a paid human.
One caution on any cost-per-resolution math: a "resolution" is only worth paying for if it actually solved the customer. Resolve reports verified resolution (confirmed by survey, confirmation, or no 72-hour recontact) separately from deflection, and treats reopen rate as the lie detector. A per-resolution bill that counts deflections, where the customer simply gave up, charges you for tickets that were never really solved. Grounding the price in verified resolution is the only honest way to compare cost.
How flat pricing changes the math
How Resolve prices instead
Resolve decouples price from resolutions entirely. You pay a flat monthly rate for a band of inbound contact volume, with unlimited seats and unlimited AI resolutions inside that band. The published tiers are Launch at $250 a month for roughly 750 inbound contacts, Growth at $900 for roughly 3,000, and Scale at $2,500 for roughly 10,000, with a custom flat Enterprise tier above that. If you go over a band, you bump to the next band, never a per-unit surprise.
The promise is one sentence: your bill never goes up because the AI did its job. It only changes when your business grows. That is the opposite of a per-resolution meter, where the better the automation performs, the more you owe.
Frequently asked
How does Gorgias charge?
Gorgias meters on ticket volume with overage charges past your plan, and its automation resolutions carry per-resolution economics on top. So both your ticket count and how much the AI resolves influence the bill. Resolve is flat: one price per volume band, with unlimited AI resolutions inside it.
What happens if I exceed my Gorgias ticket tier?
You incur overage charges, which can spike during busy seasons or viral moments. Resolve bumps you to the next flat band instead of charging a per-unit surprise, so a busy month does not become an unpredictable overage bill.
Is Gorgias worth it for a Shopify store?
If most of your support is order status, returns, and refunds, Gorgias's native Shopify actions are convenient and genuinely useful. The trade-off is pricing that scales with volume and resolution. Resolve is the better fit when you want flat, predictable cost and AI that resolves the harder tickets too, not just the templated ones.