Gorgias for Magento 2: What Works, What You Lose, What It Costs

Gorgias connects to Magento 2 and Adobe Commerce, but only from the Pro plan, $300 a month billed annually or $360 billed monthly, and with less depth than on Shopify^[1]. Your agents see the shopper's profile, order history, shipments and credit memos next to every ticket, and rules and macros can read Magento order data. What they lose is the one-click order work. No built-in macro can cancel or refund a Magento order, and AI Agent, Shopping Assistant and Order Management do not run on Magento at all. Our verdict is simple. Buy it for one inbox with order context; skip it if Gorgias's AI is the reason you are looking.

The price is for the whole account, not for each person who logs in. Pro covers 2,000 billable tickets a month and up to 500 user seats, so a team of four and a team of forty pay the same. Volume is what moves the bill: every conversation that gets a reply from an agent, a Rule or AI Agent counts once, and Pro charges $0.36 per ticket past the limit. Our Gorgias pricing guide walks through how tickets are counted, including when a late customer reply opens a new one.

What a Magento ticket looks like to your agents

Setup takes two steps. The account owner or an admin first installs the Gorgias extension via Composer from the Magento Marketplace, then connects the store in one click or by hand with a consumer key, consumer secret, access token and access token secret^[2]. Those values stay editable later from the store's General tab. Gorgias's multi-store management lets one account hold several stores, and its Magento app page says every Magento store you run can feed the same inbox. That matters for brands running a separate store per region or per label.

Once connected, the sidebar does most of the daily lifting. An agent opening a where is my order email sees the customer's past orders, the shipment and any credit memo without switching tabs to the Magento admin. There is one gap here. Gorgias generates tracking links only for USPS, UPS, FedEx and Canada Post, so parcels shipped with any other carrier show no clickable tracking URL. A store using a regional or European carrier should expect agents to copy tracking numbers into replies by hand, or to build that link through a custom widget.

The order buttons Magento does not get

This is the real trade-off. On Shopify, an agent can cancel, refund or edit an order from a macro inside the ticket. On Magento, built-in macro actions do not work, because Gorgias says every Magento setup is custom^[3]. The documented workaround is an HTTP hook in a macro that calls the Magento API, or a custom HTTP widget in the sidebar, which Gorgias says can cancel an order and create a refund. Both need someone who knows your Magento API and your store's custom modules.

The HTTP route works, but it has its own limits worth planning for. For event-triggered HTTP integrations, which are open to owners and admins on every plan, Gorgias documents a 5-second timeout, retries only in some failure cases, never on a 429 or 500 error, and auto-disable after 500 consecutive failures. In plain terms: if your Magento server is slow or rate-limits the call, the action can fail, and the agent has to retry or refund in Magento by hand. Budget developer time for the first build and for each Magento upgrade that changes your custom endpoints.

Rules and macros that read Magento data

The automation that needs no developer lives in rules and macros. Magento 2 rule conditions cover four order fields: date of last order, grand total, created date and order state. That is enough for practical routing, such as sending tickets from customers whose last order is still processing to a fulfillment team, or flagging high grand totals for a senior agent. Macro variables pull Magento data into replies, so a template can greet the shopper by first name and repeat the shipping address without anyone typing it.

The limits are the account-wide ones: up to 70 rules and 5,000 macros, with rules created by owners, admins and leads. One billing detail catches teams moving from a plain inbox. A Rule that sends an automatic reply makes that ticket billable, so a we got your message auto-reply on every email turns every inbound email into a counted ticket. Spam, newsletters and auto-responders are filtered and not billed. Our guide to Gorgias rules and macros covers triggers and the snooze trick for time delays.

Self-service on Magento: Flows and Article Recommendations

Gorgias's self-service automation on Magento comes down to two features, and both need an AI Agent subscription^[4]. Flows are guided question-and-answer paths shown in chat, the Help Center and the contact form. You can build unlimited Flows but enable only 6 per integration, and an option step holds up to 6 answers. A Flow can include an HTTP request step, so it can fetch data from an outside system before answering. Article Recommendations suggest help-center articles in chat, and they work on Magento and BigCommerce but not on Shopify.

The cost logic differs from Shopify's. On Pro, the AI Agent subscription costs $190 a month billed monthly or $171 billed annually and covers 190 automated interactions, then $1.50 per automated interaction. A request resolved by a Flow or an Article Recommendation carries only that automation fee, not a ticket fee. It counts as automated only if the shopper does not reach a human within 72 hours. The catch: a Magento store pays the same subscription as a Shopify store but cannot use AI Agent itself. Price it as a Flows budget, nothing more.

What Pro costs a Magento store over a year

Because Magento starts on Pro, the cheaper Starter and Basic plans are out. Paying monthly, Pro costs $4,320 a year against $3,600 billed annually, by our arithmetic, so annual billing saves about 17%. Overage is linear. A month of 2,500 tickets on Pro billed monthly comes to $540, by our arithmetic. Past a certain volume the next plan wins: Advanced includes 5,000 tickets, and by our arithmetic it becomes the cheaper plan at about 3,500 tickets a month on monthly billing and about 3,250 on annual billing.

One Pro feature does not reach a Magento-only account. The revenue report needs a connected Shopify store, so Magento sales will not show up as support-driven revenue. Audit logs do come with Pro. Before signing, use the 7-day trial: it needs no card and includes all features, so you can install the extension and test the sidebar on real tickets, though a help center cannot be created until you upgrade. Annual plans renew automatically, need written cancellation notice 30 days before the term ends, and fees are non-refundable under the Master Subscription Agreement except where the law requires or at Gorgias's discretion.

Gorgias or a per-agent desk for Magento

The main alternative pattern is a help desk priced per agent that also connects Magento. eDesk is one: it lists Magento among its store connections and charges per agent, with Essential at $45 a month per agent billed annually or $55 billed monthly, one connected store included, and AI Agent at $0.99 per outcome. Essential leaves out SLA timers and the auto-responder. eDesk offers a 14-day trial with no card and says it does not give refunds.

The arithmetic turns on headcount, not tickets. Comparing eDesk Essential with Gorgias Pro on the same billing term, five agents cost $225 a month on eDesk billed annually against $300 a month for the Gorgias account, by our arithmetic. Seven agents flip it: $315 a month on eDesk annually, $385 on monthly billing against $360 for Gorgias Pro monthly. Small Magento teams with many tickets lean toward per-agent pricing; larger teams with moderate volume lean toward Gorgias. If Shopify is also in your stack, see our Gorgias for Shopify guide for what AI Agent adds there.

The bottom line

Gorgias on Magento is a capable shared inbox with order context, priced from $300 a month billed annually on Pro. You get the sidebar, four order fields for rules and macro variables; Flows need the separate AI Agent subscription ($171 a month billed annually on Pro). You give up one-click order actions, AI Agent and Order Management, and you pay a developer for the HTTP workarounds. Pick it if your team is big enough that per-agent pricing hurts and your volume fits Pro's 2,000 tickets. Look elsewhere if AI that acts on Magento orders is the goal.