Billing and subscription plansUpdated 17 hours ago

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.

You will also notice that you can add and manage your Automation add-on from the same page!

Subscription plans

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

• Monthly

• Annual

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.

Self-service 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.
• If there's an active chat campaign and the customer used the self-service portal the ticket will be considered billable.

Voice Tickets

What is a voice ticket?

The ticket becomes a voice ticket when at least one phone call takes place between the customer and your team. Once a ticket becomes a Voice ticket, you can have multiple calls at no extra charge.

Are IVR tickets considered billable?

• IVR tickets are considered billable if the customer leaves a voicemail through the IVR (only occurs outside business hours) or forwards the call to an external number.
• IVR tickets in which calls are forwarded to a Gorgias phone number will only be charged once.

Voice tickets are no longer counted as Help Desk Billable tickets (no double counting). What this means is, if you have a single voice ticket in your Gorgias help desk, that ticket will only be counted towards your Voice Add-on ticket amount, but not towards your total of Billable tickets for the help desk. 

This allows you to use and dedicate your Help Desk Billable tickets to chat, email, social media correspondence, and everything else that's not related to the Voice or SMS Add-on, providing clarity and effectiveness towards your Billable tickets and Add-on usage.

Pricing for the Voice Add-on

*Note: The following are pricing changes that will take into effect starting Jan 1, 2023.

Voice add-on subscriptions are billed monthly or yearly. 

Please keep in mind that with the introduction of Voice & SMS plans, customers on yearly subscription plans will be charged for Voice & SMS retroactively at the END of their billing cycle.

For a full breakdown of our available plans please check the list below:

SMS Tickets

A ticket is considered a billable SMS ticket if it has an outbound message sent from an agent or a rule through Gorgias.
In other words, if there is at least one SMS message sent from your team or a rule to the customer. Once a ticket becomes an SMS ticket, you can continue the correspondence at no extra charge, since we are not charging per message sent, but per ticket.

SMS tickets are no longer counted as Help Desk Billable tickets (no double counting). What this means is, if you have a single SMS ticket in your Gorgias help desk, that ticket will only be counted towards your SMS Add-on ticket amount, but not towards your total of Billable tickets for the help desk. 

This allows you to use and dedicate your Help Desk Billable tickets to chat, email, social media correspondence, and everything else that's not related to the Voice or SMS Add-on, providing clarity and effectiveness towards your Billable tickets and Add-on usage.

Pricing for the SMS Add-on

*Note: The following are pricing changes that will take into effect starting Jan 1, 2023.

SMS add-on subscriptions are billed monthly or yearly. 

Please keep in mind that with the introduction of Voice & SMS plans, customers on yearly subscription plans will be charged for Voice & SMS retroactively at the END of their billing cycle.

For a full breakdown of our available plans please check the list below.

FAQs

What is not a billable ticket?

• The ticket has an internal note only, but no public reply to the customer. 
• If no one replied to the customer in the ticket using other channels - for example, email.
• Changes to the ticket were made without replying to the customer - for example, the ticket assignee was added or changed, a tag was added or removed from the ticket, etc.
• Voice&SMS tickets are no longer counted as Help Desk Billable tickets, instead they are allocated to Add-on Billable tickets instead.
  
  

How are Integrations counted?

Integrations in Gorgias are the tools you use within your e-commerce store. 
For example, if you have 2 Shopify stores integrated into 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 a total of 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. 

Are Voice and SMS tickets counted towards my ticket limit?

No. Voice&SMS tickets are no longer counted towards the Help Desk ticket limit, but are being allocated to their dedicated Voice&SMS Add-on limits instead.

What will happen if I merge Voice/SMS tickets, will they all be billable?

If you have any billing-related questions or concerns, please reach out to [email protected].