Legacy pricing for Helpdesk and AI Agent subscribersUpdated 2 hours ago
When you subscribe to Gorgias’s helpdesk and AI Agent products, you are charged for your subscription based on your usage of tickets and automated interactions.
How your usage of tickets and automated interactions is counted depends on the pricing model associated with your subscription.
If you signed up for a Gorgias account prior to May 28, 2025, plus you have not yet subscribed to AI Agent AND opted-in to Shopping Assistant skills, then your usage for tickets and automated interactions is determined according to our legacy pricing model.
If you signed up for a Gorgias account after May 28, 2025 and you've subscribed to AI Agent, then you already have access to Shopping Assistant and are billed according to our updated pricing model.
In this article, you’ll learn about:
- How to check your pricing model
- How you’re billed for usage on legacy pricing
- Pricing for legacy subscriptions
Check your pricing model
If you signed up for a Gorgias account prior May 28, 2025, and you have not subscribed to AI Agent AND upgraded your subscription to use Shopping Assistant skills, then you are billed according to Gorgias’s legacy pricing model.
If you are an Admin in Gorgias, here’s how to check:
- In your helpdesk, go to Settings > Billing & usage to confirm that you are subscribed to AI Agent
- If you do have an active AI Agent subscription, then proceed to check if you have upgraded to use Shopping Assistant
- Go to AI Agent from the main menu, then select Shopping Assistant
- If you are prompted to upgrade, then your subscription is currently billed according to Gorgias’s legacy pricing
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How you’re billed for usage on legacy pricing
When your subscription is based on legacy pricing, a ticket is either counted toward your usage for helpdesk tickets or automated interactions, but not both.
This means that you can only be charged a ticket fee or an automation fee based on the outcome of a ticket. Here’s an example of how you’re charged for a ticket:
- You are charged only a ticket fee when a ticket receives a message from a human agent or an automatic reply from a Rule.
- You are charged only a ticket fee if AI Agent responds to a ticket, but hands over the conversation to a human agent.
- You are charged only an automation fee if AI Agent or another feature like Flows, Order Management or Article Recommendation resolves a ticket without involvement from a human agent.
When you choose to upgrade your AI Agent subscription to use Shopping Assistant, you agree to Gorgias’s updated pricing model, including a change to how you’re charged for usage.
Pricing for legacy subscriptions
Your cost per ticket (for helpdesk subscribers), cost per automated interaction (for AI Agent subscribers) and your overage fees are based on the tier of your subscription (Starter, Basic, Pro, Advanced or Enterprise).
Each tier has an allotment of tickets or automated interactions per month (or per year, for annual plans). If you exceed the limit, you can either upgrade your subscription or pay overage fees. Higher tiered plans offer more tickets or automated interactions at a lower price.
You can review pricing details for legacy helpdesk or AI Agent subscriptions using the links below. Note: pricing details may differ from your actual subscription.
