Billing and subscription plans
What is the way Gorgias billing works?
Gorgias billing is based on either a monthly or annual subscription. The subscription plans are based on billable ticket count and integration count.
A billable ticket is a ticket that received a response either from an agent or a rule. If a customer sends a message view email and an agent responds to them then it 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.
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.
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 utilising chat, 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.