Billing and subscription plans

Updated 1 week ago by Amy

How does Gorgias billing work?

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

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
If an agent forwards a new email ticket out from Gorgias, that ticket becomes billable, like any other response.

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

What happens once the ticket is closed? Will the replies received under the closed ticket result in opening a new ticket?

This actually depends on the channel in question, let us explain this a bit further:

  • Email: if the customer continues the conversation under the same email thread, even if the ticket was closed, it will reopen on the customer's message and won't be considered as a new ticket. The billable ticket count is 1.
    If they, however, send a brand new email, a new ticket will be opened. If you reply, the billable ticket count is 2.
  • Chat or Facebook Messenger: if you close out a chat ticket from a customer, and they reach out again after more than 3 days, a new ticket will be opened. If you reply, the billable ticket count is 2.
    If a closed chat ticket receives a response within 3 days, the closed ticket will reopen. The billable ticket count is 1.
    The same applies for Facebook Messenger.
  • Social Comments: every comment pulled from your social channels is considered as a new ticket. But replies to that comment will populate under the same ticket. If you reply to the comment from Gorgias, the ticket is billable.

If you exceed your billable ticket count for your plan, you will not be automatically moved up to the next plan, nor will your account be suspended or disabled. Rather, you will be billed for each additional billable ticket. Each subscription level has a different cost for this which is broken down below.

With Gorgias, the ability to merge customer communication profiles together allows you to see customer ticket history across all communication channels. This means that duplicate tickets are not responded to and in turn, your support efficiency is increased and billable ticket count is decreased.

The ticket will not be billable if:

- If the ticket has an internal note only, but no public reply to the customer
- If 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.

Subscription plans



Get two months off by subscribing to our annual plan!


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. Rest assured the charges are as specified by your plan + overages if applicable. You can also track your usage by going to Settings > Billing and Usage.

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