Billing and subscription plans

Updated 1 week ago by Amy Elenius

Gorgias billing is based on either a monthly or annual subscription. The subscription plans are based on billable ticket count and integration count.

How it works

Once you are a Gorgias customer you can manage your subscription on the path Settings -> Billing & Usage. Here you are able to see your payment history, billing cycle, billable usage, and you can also change your plan and update your payment information from this page.

Subscription plans

You can find the currently available subscription plans on our pricing page here.

  • Monthly
  • Annual
Get two months off by subscribing to our annual plan!

Billable tickets

A billable ticket is a ticket that received a response either from an agent or a rule. If a customer sends a message via one of the integrated channels and an agent/rule responds to them, then that ticket is counted as a billable ticket. Additional messages on this ticket are not considered as additional billable tickets. A ticket that receives a response by an agent or a rule will only be counted as one billable ticket regardless of how many messages are sent or received on the thread.

Illustration of email communication showing which tickets are billable
Please note that auto-replies are also triggered on spam tickets, meaning these tickets will count as billable as there is a response from a Gorgias rule on them. If you do not want this to be the case, please add an extra condition in auto-replies "ticket spam is not true".
If an agent forwards a new email ticket out from Gorgias, that ticket becomes billable, like any other response.
If an agent replies to a comment on Instagram or Facebook directly, their reply will show in the ticket as coming from a Gorgias Bot, however that ticket won't be billable.
If a customer responds to a chat ticket after 3 days of inactivity this will create a new ticket which will be billable.

Self-service portal tickets

If you're using our self-service chat feature, then the ticket billing goes something like this:

  • The ticket will count as billable only if the customer started a conversation with an agent and the agent replied.
  • If the customer simply used the 'Track an Order' option, the ticket won't be considered billable.
    However, if you have some chat campaigns active:
  • If there's an active chat campaign and the customer used the self-service portal the ticket will be considered billable.

Phone tickets

A billable phone ticket includes any call where a conversation happened:

  • Outbound call to customer or message sent following a missed call (call back or email).
  • Inbound call that was picked up by an agent (call answered).
The ticket will not be billable if:
- the ticket has an internal note only, but no public reply to the customer
- only the ticket assignee was added or changed, but no one replied to the customer

Integration count

Integrations in Gorgias are the tools you use as an e-commerce store. For example, if you have 2 Shopify stores integrated in Gorgias and each store is utilizing chat, a support email address, and each has a social media account integrated, then this would mean you have 8 integrations: 2 Shopify integrations, 2 chat integrations, 2 email integrations, and 2 social media integrations.


I'm paying through Shopify. What is the $10,000 approved usage limit on my receipt?

This is a standard payment term for pay-per-use services through Shopify. It shows the cap on payments debited for this particular app through your Shopify account. The charges are specified by your plan + overages if applicable. You can also track your usage by going to Settings -> Billing and Usage.

How to retry failed payments?

It might happen that the system cannot take the payment for one of your invoices automatically, for example because the card has expired. In this case, you will have to update your payment method in the "Payment method" section on the Billing & Usage setting page, and then please click on the "Retry payment" button of the invoice you want to pay.

If the payment succeeds, your subscription will be reactivated and you will be all set.

If the payment needs to be confirmed, you will be redirected to a secure page where you will have to enter a code sent by your bank on your phone to confirm this payment. Once the confirmation has been received by your bank, the payment will be authorized and your subscription will be reactivated.

If the payment fails, a notification including the reason why it failed will be displayed. According to the error message, you will be able to know what to change and try again.

How to confirm payments of unpaid invoices?

Since September 14th 2019, new requirements for authenticating online payments have been introduced in Europe as part of the second Payment Services Directive (PSD2) to reduce fraud and make online payments more secure.

When a payment needs to be confirmed, we will send you an email with instructions to proceed. Via this email you will be able to access a secure web page where you will have to enter a code that your bank sent you on your phone.

Reminders for payments requiring confirmation will be sent to the email set in the Billing & Usage -> Billing details section.

You can also confirm payments directly from the Payment history section on the Billing & Usage page by clicking on the "Confirm payment" button.

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