Gorgias Alternative: No Double-Billing, No Ticket Limits

Gorgias has built a strong position in e-commerce support, particularly for Shopify stores. Their deep integration with Shopify—order management, refunds, customer data—creates genuine value for e-commerce teams.

But if you're not a Shopify-first e-commerce business, Gorgias's pricing model becomes a liability. Ticket-based billing creates unpredictable costs, and their AI charges you twice—once for the ticket, again for the resolution. For SaaS companies, agencies, and non-e-commerce teams, there are better options.

Support Station offers what Gorgias doesn't for non-e-commerce teams: flat-rate pricing with AI included, no double-billing, no per-ticket anxiety.

Quick Pricing Comparison

Monthly Tickets	Support Station (Standard)	Gorgias (Pro + AI)	Savings
500	$175/month	$400-500/month	$250+/month
2,000	$175/month	$650-800/month	$500+/month
5,000	$175/month	$1,050-1,300/month	$900+/month

Gorgias Pro at $300/month (2,000 tickets) + AI at $0.90-1.00/resolution.

Gorgias Is Great for Shopify, But...

Credit where it's due: Gorgias has built excellent Shopify integration. The ability to view orders, process refunds, and manage subscriptions directly from the helpdesk is powerful for e-commerce support teams.

But that specialization comes with trade-offs. If you're not running a Shopify store, you're paying for e-commerce features you'll never use while dealing with a pricing model designed for transactional retail support.

The Double-Billing Problem

Gorgias has a unique pricing quirk: when AI resolves a conversation, you pay both a ticket fee and an AI fee.

“AI Agent tickets are double-billed—you pay for both the helpdesk ticket and the automation fee ($0.90–$1.00 per conversation).”

Here's how it works:

Item	Cost
Base ticket (Pro plan)	~$0.15 per ticket
AI resolution fee	$0.90-1.00 per conversation
Total per AI resolution	$1.05-1.15

So when Gorgias's AI successfully handles a customer question, you're charged:

1. For the ticket itself (part of your ticket quota)
2. For the AI resolution (separate per-conversation fee)

Support Station charges once. AI credits are included in your plan. A successful AI interaction costs nothing extra.

Ticket-Based Anxiety

Gorgias's core pricing is based on ticket volume, creating unpredictable monthly bills.

“Gorgias charges based on the number of tickets handled, meaning costs can rise quickly as support volume increases.”

“Reopened tickets after a few days of inactivity often count as new, meaning you might get charged twice.”

The ticket model creates problems:

• Volume spikes hurt: Busy seasons or viral moments become expensive
• Reopened tickets count again: A customer following up creates a new billable ticket
• Overages add up: $0.36-0.40 per ticket over your limit

Support Station offers unlimited tickets on all paid plans. Help as many customers as needed without watching a meter.

E-Commerce Focus Limits Flexibility

Gorgias is designed around e-commerce workflows—which is great if you're selling products, limiting if you're not.

“Feels like overkill for us as a small team—setup was confusing without a dedicated manager and most features are built for Shopify stores.”

For non-e-commerce teams, Gorgias's interface includes:

• Order management panels you'll never use
• E-commerce metrics that don't apply
• Workflows built around product returns and shipping

SaaS companies, agencies, and service businesses end up navigating features designed for someone else.

Support Station is built for any business type. Clean interface, no e-commerce assumptions, flexible enough for any support workflow.

Hidden Channel Costs

Beyond tickets and AI, Gorgias adds per-message fees for certain channels.

“Voice ($0.40-1.20/ticket) and SMS ($0.41-0.80/ticket) are add-on channels.”

A single voice ticket can cost $1.20 on top of your base plan. SMS support adds $0.41-0.80 per conversation. These fees compound with the double-billing issue on AI interactions.

Support Station includes email, chat, and Slack in all plans with no per-message fees.

Billing Surprises

Gorgias users have reported unexpected billing issues.

“We were billed for $540 for nothing we used and now required to pay it. Be cautious for unexpected/uninformed billings!”

“I couldn't even have a chance to downgrade the plan and remove the services we are not expect to use because I was told we were still in trial period. And now, they are refusing to refund due to their no refund policy.”

Support Station offers straightforward billing. No surprise charges, clear refund policies, and the ability to change your plan anytime.

Feature Comparison

What You Might Miss

Here's where Gorgias excels:

• Shopify integration: Deep, native integration with order management, refunds, and customer data. Best-in-class for Shopify stores.
• BigCommerce/Magento support: Similar e-commerce integrations beyond Shopify.
• Shopping Assistant: AI-powered product recommendations and upselling.
• Revenue attribution: Track support's impact on sales.

For Shopify-first e-commerce teams, Gorgias's specialized features provide real value. For everyone else, you're paying for capabilities you won't use.

Who Should Switch

Support Station is ideal for:

• SaaS companies who don't need e-commerce features
• Agencies and service businesses tired of ticket-based billing
• Teams frustrated by AI double-billing
• Non-Shopify businesses paying for integrations they can't use

Consider staying with Gorgias if:

• You run a Shopify store and heavily use order management
• E-commerce metrics and revenue tracking are essential
• You need native voice/SMS support
• Your support is primarily transactional (orders, shipping, returns)

Making the Switch

Migrating from Gorgias to Support Station:

1. Export your macros and templates from Gorgias
2. Create knowledge base articles in Support Station
3. Set up email forwarding to Support Station
4. Install the Support Station widget
5. Configure Slack for team notifications

For customer data, use our API to sync relevant information. Most teams complete migration in a day.

The Bottom Line

Gorgias built an excellent product for e-commerce support. But for SaaS companies, agencies, and non-Shopify businesses, their pricing model creates unnecessary costs: ticket limits, AI double-billing, and channel fees that add up fast.

Support Station offers what non-e-commerce teams actually need: flat-rate pricing, AI included, unlimited tickets. No e-commerce overhead, no double-billing, no per-ticket anxiety.

For a team handling 2,000 conversations monthly, you could save $6,000+ per year compared to Gorgias Pro with AI.

Ready for pricing that makes sense? Start your free trial and experience the difference.