Nemma and Gorgias, side by side

Gorgias prices per ticket, not per agent. A ticket counts when at least one message is sent from the helpdesk, by an agent, a rule or AI Agent.[G1, G3]

AI Agent is an opt-in on top of the helpdesk, and the pricing page says you only pay when it resolves a conversation. This is billed per automated interaction: a request that AI Agent or another automation resolves entirely without an agent.[G1, G3]

The helpdesk costs US$10 per month on Starter (monthly billing only, 50 tickets). Basic costs US$60 monthly or US$50 per month on annual billing (300 tickets), Pro US$360 or US$300 (2,000 tickets) and Advanced US$900 or US$750 (5,000 tickets).[G1, G2]

An extra ticket costs US$0.40 on Starter, US$40 per 100 on Basic and US$36 per 100 on Pro and Advanced. All amounts are invoiced in USD. Enterprise is a separate plan via sales.[G1, G2]

AI Agent costs a package price per month with automated interactions included: Starter US$30 (30), Basic US$30 monthly or US$27 annually (30), Pro US$190 or US$171 (190) and Advanced US$530 or US$477 (530).[G1]

Total price for helpdesk and AI Agent per month (monthly or annual billing): Starter US$40, Basic US$90 or US$77, Pro US$550 or US$471 and Advanced US$1,430 or US$1,227.[G1]

Each automated interaction beyond the package costs US$0.90 on annual and US$1.00 on monthly billing according to the pricing page's FAQ. The table on the same page instead shows US$1.00 on Starter, US$0.90 on Basic and Pro and US$0.85 on Advanced.[G1]

If AI Agent resolves a request without a human, both the ticket fee and the automation fee are paid. If it is handed over to a human, or the customer talks to an agent within 72 hours, only the ticket fee is paid.[G1, G3]

AI Agent requires a connected Shopify shop and replies and carries out actions without a human. It hands over to a human on low confidence, sensitive topics and angry customers.[G1, G4, G5, G8]

The shop can define topics that are never answered and topics that are always handed over, and can see and rate AI Agent's replies per ticket.[G4, G5]

Playground tests replies without reaching customers or counting towards usage. Actions are switched off in tests by default.[G7]

The shop chooses whether to disclose the use of AI to the customer: in email via the signature, in chat with the text Automated under the message.[G6]

Customer profiles are enriched with Shopify data: order history, total spend and tags, delivery status and order notes. Profiles can be matched via the phone number from the default delivery address, so customers writing from a different email can be recognised.[G8, G9]

From the sidebar an agent can create a new order, duplicate an order, make draft orders, edit an order, cancel, refund and edit the delivery address.[G8, G9]

The Basic, Lead and Admin roles may carry out third-party actions on tickets, for example Shopify refunds and cancellations. Observer and Lite may not.[G9, G11]

AI Agent can carry out optional actions that the shop switches on and sets conditions for: cancelling an unshipped order (restocks and refunds the full amount paid), changing the delivery address after the customer's confirmation, removing an item, swapping one item for another, resending an order for free and writing an order note.[G4, G10]

In an exchange the difference is refunded if the new item is cheaper. If it is more expensive, the case is handed over to a human.[G10]

The Gorgias app is installed in Shopify. The owner or an admin connects, and you must be an owner or administrator in Shopify. Several shops can be connected, and Gorgias imports customer profiles and order history in the background. A connected Shopify is a requirement for using AI Agent.[G8]

Danish is on the list of the 11 languages the chat widget and help centre support. Gorgias can detect up to 54 languages in tickets, and Danish is included.[G14, G15, G16]

According to the help centre, AI Agent supports over 80 languages and by default replies in the language the customer writes in. The language can also be locked.[G4]

Gorgias hosts on Google Cloud Platform in the USA, the EU and Australia. The server nearest the shop is assigned, and if the shop is in the EU, the server is in the EU.[G1, G5, G6, G18]

The sub-processor list (revised 30 March 2026) includes Cloudflare, Segment, Confluent and OpenAI in the USA, among others, as well as group companies in France, Canada, Australia, the Netherlands and Serbia. The data processing agreement is based on the EU's standard contractual clauses for transfers outside the EEA.[G18, G19]

The terms (clause 4.2) give Gorgias the right to use information collected in the service, including customer data, feedback and output, to build and improve its internal machine learning and AI models. Gorgias does not use customer data to train third-party providers' models, and third-party providers work with zero data retention.[G17]

The security FAQ for AI Agent says that AI Agent learns from other brands' interactions, with safeguards against leakage, and that data is deleted after the request has been answered.[G6]

AI Agent uses several language model providers, including OpenAI and Anthropic, as well as its own fine-tuned models.[G6]

7-day trial with all features. The pricing page says payment details are not required.[G1, G2]

The terms say payment is taken automatically the day after the last trial day, unless the customer cancels by 11.59 pm Pacific Time on the last trial day.[G17]

Starter can only be paid monthly. Basic, Pro and Advanced can be paid monthly or annually, and an annual plan is invoiced up front for 12 months.[G1]

The pricing page says you can cancel at any time on monthly billing, and the FAQ says you cancel in the settings under Billing.[G1]

The terms (last revised 30 March 2026) renew subscriptions automatically for a period of the same length. Cancellation requires written notice at least 30 days before the end of the period, whether the subscription is monthly or annual. You cannot downgrade in the middle of a period, price increases are notified at least 60 days ahead, and fees cannot be cancelled or refunded.[G17]

Customer data is made available on request for 45 days after termination. The data processing agreement promises to return and delete personal data within 90 days after termination.[G17, G19]

Built-in import of Zendesk data (tickets, macros, users, tags and fields) on all helpdesk plans, for admins only. At most two years of the most recent data is imported, deleted and empty tickets are not imported, and only open and closed status is kept.[G20]