Gorgias is the default answer when Shopify store owners ask "what should I use for customer support?"
It's good software. But the pricing is confusing, and most stores end up paying way more than they expected.
Let's break down what Gorgias actually costs in 2025 — and whether it makes sense for your store.
Gorgias Pricing Tiers
| Plan | Price | Tickets Included |
|---|---|---|
| Starter | $10/mo | 50 tickets |
| Basic | $50/mo | 300 tickets |
| Pro | $300/mo | 2,000 tickets |
| Advanced | $750/mo | 5,000 tickets |
Looks reasonable until you do the math.
What Counts as a "Ticket"?
Here's where it gets expensive.
A ticket is any customer conversation. But replies count too. So:
- Customer emails you — 1 ticket
- You reply — still 1 ticket
- Customer replies back — now it's 2 tickets
- You reply again — still 2 tickets
- Customer follows up next week — 3 tickets
A single customer asking about their order, then following up about shipping, then asking for a return = 3 tickets.
Real Cost Example
Let's say you're a small store with:
- 30 support emails/day
- Average 1.5 tickets per conversation (follow-ups happen)
- 30 days/month
That's: 30 x 1.5 x 30 = 1,350 tickets/month
| Plan | Tickets | Fits? |
|---|---|---|
| Starter (50) | No | Way over |
| Basic (300) | No | 4x over limit |
| Pro (2,000) | Yes | Just fits |
You need the $300/month Pro plan just to handle 30 emails/day.
And that's before you've automated anything. Gorgias organizes your emails. You still answer them manually.
What You Actually Get
Worth it:
- Unified inbox (email, chat, social in one place)
- Shopify integration (see order data in sidebar)
- Macros/templates for faster replies
- Team collaboration features
Not included:
- AI that actually answers emails for you
- Automatic responses with real order data
- Anything that reduces your workload
Gorgias is a better inbox. It's not automation.
When Gorgias Makes Sense
- You have a support team (2+ people)
- You need ticket routing and assignments
- You're doing 100+ tickets/day
- You want live chat and social DMs in one place
- You have budget for $300+/month
When It Doesn't
- You're a solo founder or tiny team
- You want AI to handle the easy stuff automatically
- Most of your emails are "where is my order"
- You're under $20k/month revenue
- $300/month feels like a lot for email management
The Alternative We're Building
What if instead of organizing emails, software just... answered them?
That's Waveloom's approach:
| Gorgias | Waveloom | |
|---|---|---|
| Organizes emails | Yes | Yes |
| Shows order data | Yes | Yes |
| Auto-answers WISMO | No | Yes |
| Drafts responses with real tracking | No | Yes |
| Price | $50-750/mo | $29-99/mo |
We're not building a help desk. We're building an autopilot.
You connect Shopify + email. AI reads incoming messages, matches them to orders, and drafts responses with real tracking data. You approve with one click — or let it auto-send the easy ones.
80% of emails handled. No copy-pasting tracking numbers.
Try Waveloom
We're launching Q1 2025. Looking for beta testers who are tired of the WISMO grind.
Early access = 50% off for life.
Using Gorgias now? I'd love to hear what you wish it did better. Reply anytime.
— Tiago