Gorgias plans and documented features
Each row shows what Gorgias's own pricing pages and help articles say about one feature on each plan.
Last checked:
Helpdesk plans only. Ticket volume determines price; AI Agent usage has separate charges.
| Feature | Starter | Basic | Pro | Advanced | Enterprise |
|---|---|---|---|---|---|
| SLA policies | Included | Included | Included | Included | Included |
| Automatic assignment | Included | Included | Included | Included | Included |
| Custom agent roles | Not listed | Not listed | Not listed | Not listed | Not listed |
| SAML single sign-on | Not listed | Not listed | Not listed | Not listed | Couldn't verify (sources disagree) |
| Public knowledge base | Included | Included | Included | Included | Included |
| Custom reports | Included | Included | Included | Included | Included |
| Listed prices (USD) | monthly billing only · $10/month billed monthly, plus ticket overage | $50/month billed annually · $60/month billed monthly, plus ticket overage | $300/month billed annually · $360/month billed monthly, plus ticket overage | $750/month billed annually · $900/month billed monthly, plus ticket overage | contact sales |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing. Couldn't verify (sources disagree): the vendor's own pages say different things, so we can't confirm it either way.
Price source · checked 8 Oct 2026
Gorgias pricing · Gorgias
SLA policies
Source for SLA policies · checked 8 Oct 2026
Set SLA policies in Gorgias · Gorgias · checked
“Available on all Helpdesk plans”
Set SLA policies in Gorgias · Gorgias · checked
“new tickets in your helpdesk will be measured against it”
Gorgias pricing · Gorgias · checked
Automatic assignment
Source for Automatic assignment · checked 8 Oct 2026
Manage automatic ticket assignment in Gorgias · Gorgias · checked
“Available agents with the fewest tickets assigned to them will have tickets assigned to them first.”
Custom agent roles
Not listed in the vendor pages we checked; check with Gorgias.
Why? and source for Custom agent roles · checked 8 Oct 2026
Custom agent roles: Not listed. The docs list predefined roles and changing a user role, but do not document creating custom roles. That doesn't mean it's missing.
- Predefined roles do not establish custom role creation on any plan.
User permissions · Gorgias · checked
“Observer Can view tickets and customers, and leave internal notes.”
Manage users in Gorgias · Gorgias · checked
“Available on all Helpdesk plans”
SAML single sign-on
Couldn't verify (sources disagree); check with Gorgias.
Why? and source for SAML single sign-on · checked 8 Oct 2026
SAML single sign-on: Couldn't verify (sources disagree). Enterprise SAML is unresolved because pricing and the custom SSO guide disagree.
- OpenID Connect is not SAML.
Gorgias pricing · Gorgias · checked
“Custom pricing, contact sales.”
Gorgias pricing · Gorgias · checked
“SSO (SAML), audit logs”
Set up custom SSO for Gorgias · Gorgias · checked
“Currently, we only support IdPs that implement the OpenID Connect Discovery Protocol”
Public knowledge base
Source for Public knowledge base · checked 8 Oct 2026
Create a help center · Gorgias · checked
“Everyone can view published help center articles”
Create a help center · Gorgias · checked
“It isn’t possible to create a help center during a free trial.”
Custom reports
Source for Custom reports · checked 8 Oct 2026
Create Dashboards to track KPIs in Gorgias · Gorgias · checked
“You can create up to 10 dashboards, and each dashboard can include up to 20 charts.”
Create Dashboards to track KPIs in Gorgias · Gorgias · checked
“Statistics are available on all Helpdesk plans”
Worth knowing
- Response and resolution goals apply automatically; the report shows achieved and breached tickets.
- Enable team assignment rules and auto-assignment to distribute tickets to available agents.
- Enterprise: Pricing advertises SAML; the setup guide says only OpenID Connect providers are supported.
- Help center creation is unavailable during the free trial.
- Create up to 10 dashboards, with up to 20 charts each.
- Starter: Monthly billing only; includes 50 tickets and up to 3 users.
- Basic: Includes 300 tickets monthly; up to 500 users.
- Pro: Includes 2000 tickets monthly; up to 500 users.
- Advanced: Includes 5000 tickets monthly; up to 500 users.
- Enterprise: Custom pricing, contact sales.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Not listed for any plan (documented for the product, no plan named)
- Plan-level availability is not specified.
- Add private internal notes to a support ticket: Documented on: Starter, Basic, Pro, Advanced, Enterprise
- Reuse saved replies in support emails: Documented on: Starter, Basic, Pro, Advanced, Enterprise
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