9 best Gorgias alternatives in 2027

The best Gorgias alternatives in 2027 are Computer, by DevRev, Zendesk, Fin, Richpanel, Re:amaze, Gladly, Freshdesk, Kustomer, and Help Scout.

Gorgias is built for online stores and prices by ticket volume. This guide compares nine Gorgias alternatives and competitors on support outcomes, how each one handles escalations that need order and product context, and what each costs.

Where answers come from connected systems, the comparison says which systems. No tool here automates every commerce transaction on its own: refunds, edits, and order changes depend on what is connected and approved.

TL;DR

These are the top alternatives to Gorgias:

1. Computer, by DevRev: Best for escalations needing order and product context
2. Zendesk: Best for large, multi-channel support teams
3. Fin (formerly Intercom; now part of Salesforce): Best for AI on your existing helpdesk
4. Richpanel: Best for AI order and subscription changes
5. Re:amaze: Best for small stores wanting low seat prices
6. Gladly: Best for retail brands tying shopping to service
7. Freshdesk: Best for seat-priced, helpdesk-native AI
8. Kustomer: Best for AI with set escalation controls
9. Help Scout: Best for small, email-led teams

Why do teams look for Gorgias alternatives?

Teams look for Gorgias alternatives mainly because of ticket-tier pricing, add-on costs for Voice and SMS, AI billed per resolution, and a focus on the store. A Gorgias alternative is any helpdesk or AI support tool that replaces or sits beside Gorgias.

Gorgias started in Paris in 2015 as a Chrome extension for writing emails faster, then became a helpdesk for online stores.

It does several things well. Orders, customers, and store data sit inside the ticket, and agents can cancel, discount, or upsell from the conversation. Macros take Shopify variables. The helpdesk is never priced per agent, and an AI Agent comes on every plan. Four things still push teams to look elsewhere.

• Ticket tiers set the base price: Plans are priced by ticket volume: on annual billing, Basic is $50 a month for 300 tickets, Pro is $300 for 2,000, and Advanced is $750 for 5,000. Overage is $0.40 per ticket on Starter and Basic and $0.36 on Pro and Advanced.
• Voice and SMS are add-ons: Both are priced by call and text volume on top of the plan.
• AI is billed when it resolves: The AI Agent costs $0.90 per automated interaction on annual contracts and $1.00 on monthly ones, with $1.50 past the plan’s allowance. Adding it puts Basic at $77 a month on annual billing.
• The focus is the store: Gorgias builds around Shopify. Teams whose hard tickets turn on logs, billing, or engineering records weigh tools that connect beyond the store.

Gorgias alternatives comparison for 2027

The table compares nine alternatives, with Gorgias as the baseline, on best for, standout features, G2 rating, and pricing.

How we evaluated these Gorgias alternatives

We assessed each tool against seven editorial criteria, led by grounded answers from order and product context (25%), using vendor pages and G2.

A helpdesk that stores tickets is easy to find. The harder part is one that answers from the order and product behind each ticket, hands a hard case to a person with the evidence attached, and costs a number you can forecast. The criteria below run from most to least important, with each weight in parentheses.

• Grounded answers from order and product context (25%): Does the answer come from the order, the carrier, and the product record, and does it cite where it came from?
• Actions on orders, with approval (20%): Can the tool cancel, edit, or refund, and who approves it?
• Escalation with context (15%): When a person takes over, do they get the conversation, the order, and the reason?
• Pricing you can predict (15%): Is the unit a seat, a ticket, a conversation, a resolution, or an outcome, and is the rate published?
• Store and app fit (10%): Does it connect to Shopify and the apps around it, such as subscriptions, returns, and shipping?
• Channels (10%): Does one workspace cover email, chat, messaging, social, and voice?
• Switching effort (5%): What carries over from Gorgias, and who does the work?

These percentages express editorial priorities, not calculated vendor scores or a weighted ranking. Teams should test the criteria against their own workflows.

How to weight by situation: a store with a small team and mostly order lookups should lean on pricing and store fit. A brand with subscriptions or returns should lean on actions. A team whose escalations reach engineering should lean on grounded answers and escalation.

Top alternatives to Gorgias

1. Computer, by DevRev

Best for: Escalations that need order, log, and product context before they close.

Pricing: Contact for pricing.

G2 rating: 4.3 out of 5 from 210 reviews.

Overview

DevRev is a Palo Alto company founded in 2020 by Dheeraj Pandey and Manoj Agarwal, formerly of Nutanix, and backed by Khosla Ventures and Mayfield. Computer, by DevRev, is an AI teammate. It is not a CRM and not a Shopify-native helpdesk. Its Customer Agent grounds answers in the records behind a ticket, where those systems are connected. Customer Agent can run beside an existing helpdesk; Computer+ Support App is the separate replacement path when a team wants to move its support workspace.

Standout features

• Customer Agent checks error logs in Datadog, pulls the order from Shopify, replays the customer’s session, and reads console output before it resolves, as DevRev describes it.
• Answers cite source records, so a person can check where an answer came from.
• Permissions follow each source system, so the agent sees what the person asking could see.
• Computer Memory keeps support, product, and engineering records in one permission-aware graph, so a bug raised on a ticket reaches the product team.
• Teams build in Agent Studio with no code, test the agent in a sandbox, and require approval before sensitive actions. Every query, answer, and action is logged.
• Each week, Computer reviews the conversations the agent handled and brings a short set of fixes, and your team approves each change.
• Voice AI runs on Customer Agent, and DevRev says it supports up to 70 languages.
• When a case needs a person, Customer Agent summarizes the conversation and escalates it.
• Computer, by DevRev, works in Slack and Teams, and on desktop, mobile, and web.
• DevRev’s Trust Center shows SOC 2 Type 2 and ISO/IEC 27001:2022, plus an AI penetration testing assessment.

Pros

• In a configured deployment, it can bring logs, order state, and session context to a support or engineering escalation.
• Approval gates and logs sit on sensitive actions.
• The weekly review keeps the agent improving without a rebuild.

Cons

• It does not claim to automate commerce transactions universally. Refunds, edits, and order changes depend on what is connected and approved.
• It is not a Shopify-native helpdesk, so a store whose queue is mostly order lookups inside Shopify gets less from it.
• Pricing is by contact, so a budget needs a conversation with DevRev.
• Fewer reviews than the incumbents: 210 on G2 against 582 for Gorgias.

Computer, by DevRev, vs. Gorgias: On order context, Gorgias pulls up the order, customer, and product inside the ticket, with Shopify built in. Customer Agent checks error logs in Datadog, pulls the order from Shopify, and replays the session, so an escalation arrives with evidence from outside the store, where those systems are connected.

What reviewers say

• Love: Flexible field mapping. An HR specialist at a mid-market company writes, “What I like most about DevRev is its ability to support highly flexible, custom field mapping across different platforms” (March 26, 2026).
• Complain: Email threads. The same reviewer writes, “One thing I don’t like is that email threads can sometimes be difficult to follow” (same review).

2. Zendesk

Best for: Large support teams that need scale across many channels.

Pricing: $19, $55, or $115 per agent per month, billed annually; automated resolutions past an allowance cost $1.50 on a commitment or $2.00 pay as you go.

G2 rating: 4.3 out of 5 from 7,100 reviews. Our Zendesk alternatives guide covers the vendor in more detail.

Overview

Zendesk was founded in Copenhagen in 2007 and is headquartered in San Francisco. According to Zendesk, its AI agents handle multi-step, multi-intent requests and take action across systems, including legacy environments.

Standout features

• Agents ask clarifying questions first, then complete the request in one conversation.
• When a case needs a person, agents route it to the right team with full context.
• Voice agents handle call flows from start to finish.
• Five automated resolutions per agent each month come with Support Team and Suite Team, and 10 with Suite Professional.

Pros

• Seats are per agent, so the desk fee does not move with ticket count.
• A published resolution rate.

Cons

• Resolutions past the allowance come on top of seats.
• No free plan, only a 14-day trial.

Zendesk vs. Gorgias: On actions, Zendesk says its AI agents take action across systems, including legacy environments, where Gorgias lets agents cancel, discount, or upsell directly inside the conversation, in a helpdesk built for Shopify.

What reviewers say

• Love: One place for requests. A software development engineer in test at a mid-market computer software company writes, “What I like most is that it gives me a single place to manage all my internal IT requests” (July 26, 2026).
• Complain: Long ticket threads. The same reviewer writes that “when a ticket has several comments, it can take a bit of scrolling to find a specific update” (same review).

3. Fin

Best for: Adding an AI agent to the helpdesk you already run.

Pricing: $0.99 per outcome; a minimum monthly commitment applies, and there are no seat, setup, integration, or platform fees next to an existing helpdesk.

G2 rating: 4.5 out of 5 from 3,922 reviews, shown on G2’s Fin listing. Our Intercom alternatives guide covers the vendor in more detail.

Overview

Fin is the AI agent from Intercom, now called Fin, and Salesforce completed its acquisition of Fin on September 10, 2026. It reads from and writes to third-party systems, and it can update accounts, process payments and refunds, and troubleshoot technical issues.

Standout features

• Multi-step work is configured as Procedures, and if/else branching and code enforce strict rules.
• Fin hands conversations to the human team and keeps full customer context.
• It runs on voice, chat, email, Slack, and social channels, in dozens of languages.
• Intercom shows AIUC-1 certification, which its FAQ says includes quarterly adversarial testing.

Pros

• A published rate, with no seat cost next to an existing helpdesk.
• The agent adapts to the helpdesk you keep.

Cons

• An outcome is broader than a strict resolution, so the bill follows a wider count.
• Spend grows with outcome volume, and the minimum commitment remains.

Fin vs. Gorgias: On where the AI agent lives, Fin runs on top of other helpdesks, where Gorgias includes its AI Agent on every Gorgias plan.

What reviewers say

• Love: Clear handoffs when a person is needed. A technical project manager at a small logistics company writes that Fin “integrates smoothly with existing help desk workflows, resolves a high percentage of common customer inquiries automatically, and provides clear handoffs when human intervention is needed” (August 2, 2026).
• Complain: Specialized questions need knowledge base work. The same reviewer writes that “handling highly specialized or company-specific requests sometimes requires additional knowledge base refinement” (same review).

Shopify and e-commerce helpdesks

4. Richpanel

Best for: Shopify brands that want AI to change orders and subscriptions.

Pricing: Helpdesk $99 per seat per month on annual billing ($119 monthly), with no per-ticket fees; AI about $0.20 per AI-handled conversation, with a $200 monthly AI minimum.

G2 rating: 4.7 out of 5 from 94 reviews.

Overview

Richpanel describes itself as AI support and a helpdesk for ecommerce, for brands with support teams from a few agents to 100 or more.

Standout features

• AI agents handle order and subscription updates, such as holding a Shopify shipment, saving a subscription, and updating Recharge.
• Teams can start in copilot mode, test the AI on past tickets, and set which actions need approval.
• One inbox covers email, chat, social, SMS, WhatsApp, and phone, with a multi-brand workspace.
• An implementation manager handles data migration, integrations, and written support steps.
• Richpanel shows SOC 2 Type II, HIPAA, and GDPR.

Pros

• No per-ticket fees on the helpdesk.
• Approval settings sit on AI actions.
• Migration is handled for you.

Cons

• Seat price plus the AI minimum puts the entry point at $299 a month on an annual commitment.
• AI cost varies by model and token use, so forecast with your own volume.

Richpanel vs. Gorgias: On order changes, Richpanel describes AI agents that hold a Shopify shipment, save a subscription, and update Recharge, where Gorgias shows agents cancel, discount, or upsell inside the conversation.

What reviewers say

• Love: An easy switch. A reviewer at a small business writes that “the initial setup was super easy, and the team made it a breeze to switch platforms” (February 27, 2026).
• Complain: Setup documentation. A customer success strategist at a small business writes, “I do wish there was more documentation around how to set up certain settings and features” (November 19, 2024).

5. Re:amaze

Best for: Small online stores that want low per-seat prices.

Pricing: $29, $49, or $69 per team member per month ($26.10, $44.10, or $62.10 billed yearly); Starter is $59 flat for 500 responded conversations a month.

G2 rating: 4.6 out of 5 from 140 reviews.

Overview

Re:amaze is a customer service and helpdesk platform with built-in AI for ecommerce and online businesses, made in San Jose, California.

Standout features

• The AI Agent (Beta) handles chats once trained on your business details.
• Basic includes 5 AI resolutions per team member a month, Pro 10, and Plus 20; extra resolutions are $0.85 each.
• Email, live chat, social, SMS, voice, and video calls share one inbox, with SMS and voice from Pro.
• A Shopify app is available, and integrations include Stripe, Slack, Jira, and Aircall.
• A 14-day free trial needs no card.

Pros

• Low per-team-member prices and a flat Starter plan.
• A trial that opens every feature.

Cons

• The AI Agent is in beta.

Re:amaze vs. Gorgias: On the pricing unit, Re:amaze charges per team member, where Gorgias prices by ticket volume and never per agent.

What reviewers say

• Love: Low cost, modern features. A reviewer in automotive at a small business writes, “Modern CSM features, low cost and good integrations” (May 5, 2026; incentivized review).
• Complain: Rigid features. The same reviewer writes, “The features in the platform are rigid and sometimes limited” (same review).

6. Gladly

Best for: Retail brands that want shopping help and service in one AI.

Pricing: Not published; Gladly’s site offers a demo.

G2 rating: 4.7 out of 5 from 1,114 reviews.

Overview

Gladly calls itself an agentic commerce platform for retail and consumer brands. It combines shopping assistance and customer service in one AI.

Standout features

• Lifelong Customer Memory and a customer profile recognize a shopper across conversations.
• Every past chat, call, and email is threaded across channels.
• A conversational shopping assistant answers product questions and guides buyers.
• Smart routing, Voice AI, and team assist support the service side.

Pros

• One customer record across channels.
• Shopping help and service share one AI.

Cons

• No published price.
• Confirm the Shopify connection in a demo, since the homepage describes platform integration without naming platforms.

Gladly vs. Gorgias: On customer context, Gladly threads every past chat, call, and email across channels into one customer record, where Gorgias shows the order, customer, and product inside the ticket.

What reviewers say

• Love: A person-centered view. A customer service operations manager at a small business writes, “it truly puts the person at the center of every interaction” (April 20, 2026).
• Complain: Reporting customization. The same reviewer writes, “reporting and analytics customization can be rather hard at times” (same review).

Enterprise, omnichannel, and helpdesk-native AI

7. Freshdesk

Best for: Seat-priced helpdesk with AI built in.

Pricing: $19, $55, or $89 per agent per month on annual billing; additional AI sessions are $49 per 100.

G2 rating: 4.4 out of 5 from 3,794 reviews. Our Freshdesk alternatives guide covers the vendor in more detail.

Overview

Freshworks began in 2010 as Freshdesk and now sells a suite that also includes Freshservice. Freshdesk’s Freddy AI Agent answers from approved knowledge sources on its own.

Standout features

• Freddy AI Agent has 500 free sessions on Growth, Pro, and Enterprise, limited to once per account.
• An email AI session is a 72-hour window starting from the customer’s first email.
• A 14-day trial opens the Enterprise plan.

Pros

• Clear seat prices and a published AI rate.
• A trial that shows the top tier before you commit.

Cons

• AI sessions bill by volume, so cost tracks conversations.
• No free plan, only a 14-day trial.

Freshdesk vs. Gorgias: On AI billing, Freshdesk charges $49 per 100 sessions after 500 free, where Gorgias charges $0.90 per automated interaction on annual contracts. The units differ, so price each at your own volume.

What reviewers say

• Love: Email and ticket history. A reviewer at a mid-market consumer electronics company writes that “centralized email handling and searchable ticket history remain useful for day-to-day support operations” (August 13, 2026).
• Complain: Contract flexibility. The same reviewer writes, “Our team size changed, but the subscription could not change with it” (same review).

8. Kustomer

Best for: Teams that want AI agents with set escalation controls.

Pricing: Not published; Kustomer does not publish plan prices or AI rates. Voice and WhatsApp are pay as you go.

G2 rating: 4.4 out of 5 from 566 reviews.

Overview

Kustomer is a New York-based customer service CRM company. Meta acquired it in 2020 and spun it out in 2023, so it is independent again. Its Concierge AI agent works beside Envoy tools for people and the Architect builder.

Standout features

• AI agents mix deterministic AI for guaranteed outcomes with probabilistic AI for complex cases, and let teams start with high control and low autonomy.
• Guardrails, failsafes, and escalation controls route high-risk conversations to a person.
• Chat, email, text, voice, Slack, and online forms come together on one platform, plus Facebook, Instagram, and WhatsApp Business within set account limits.
• SOC 2 Type II, ISO 27001:2022, ISO 27701, ISO/IEC 42001:2023, and HIPAA.

Pros

• Autonomy settings you can raise in stages.
• G2’s average implementation time is two months.

Cons

• No published prices or AI rates.
• Voice and WhatsApp are pay as you go on top.

Kustomer vs. Gorgias: On escalation, Kustomer routes high-risk conversations to a person through guardrails and escalation controls, where Gorgias says its AI Agent hands off to human agents with context.

What reviewers say

• Love: Fast AI responses. An operations manager at a mid-market consumer services company writes that “the response time from their AI is outstanding” (June 25, 2026).
• Complain: Reporting gaps. The same reviewer writes that “the feature of not detecting from what email domain it came from is challenging on our end of reporting” (same review).

9. Help Scout

Best for: Small teams that run support from a shared email inbox.

Pricing: Standard $25, Plus $45, and Pro $75 per user per month, with no billing cycle stated; AI Answers is $0.75 per resolution.

G2 rating: 4.4 out of 5 from 431 reviews. Our Help Scout alternatives guide covers the vendor in more detail.

Overview

Help Scout was founded in 2011, started in Boston, and is now a fully remote company with no headquarters office.

Standout features

• A free plan with five seats, one inbox, and one Docs site.
• Standard includes multiple inboxes, live chat and SMS, WhatsApp, Instagram, and Messenger, and an AI Inbox assistant.
• Plus adds advanced workflows, a secure customer portal, and unlimited AI Drafts.

Pros

• A published per-resolution AI rate and a free plan.
• Messaging channels from the Standard plan.

Cons

• AI Answers bills per resolution on top of seats.
• The free plan allows one inbox and one Docs site.

Help Scout vs. Gorgias: At the entry level, Help Scout has a free plan for five seats, where Gorgias starts at $10 a month for 50 tickets, billed monthly.

What reviewers say

• Love: Clean interface. A junior software engineer at a mid-market company writes that “Help Scout has clean interface that make it easy to manage customer conversations” (August 6, 2026).
• Complain: Advanced automation. The same reviewer writes, “Some advanced automation features are limited” (same review).

Other Gorgias alternatives worth considering

• Denser.ai has a free plan with 50 queries a month, then $39, $119, $399, and $899 a month. It has a 4.8 rating from 7 reviews on G2, under the Denser Search and Chat listing. The helpdesk starts on the $119 Standard plan, and each bot has an action limit of 1 to 20 by plan.
• Starko is an AI support platform for small and midsize businesses, with a free plan that includes 50,000 AI tokens and AI answers that are not metered per resolution. Its pricing page now shows Free, Factory, and Enterprise tiers, so confirm current terms.
• Macha sells AI agents on one plan priced by monthly tickets, from $299 for 750 to $1,999 for 5,000, billed monthly, with a done-for-you team included. A $50 free-usage trial needs no card. Macha has no G2 rating.
• Chatbase builds AI support agents for chat, email, and voice. It has a 4.8 rating from 42 reviews on G2. Plans run $32, $120, and $400 a month on yearly billing, with Shopify on every plan and a Gorgias integration from Basic.
• Tidio (G2 4.6 from 1,962 reviews) combines a help desk, live chat, and the Lyro AI agent. Plans start at $24.17 a month on annual billing, and Lyro is an add-on from $32.50 a month for 50 conversations.

How do you switch from Gorgias?

A helpdesk holds your ticket history, so a move is mostly an export and a rebuild. Gorgias exports tickets, and the rest is yours to carry.

What carries over

Exports from a Gorgias view give a CSV with ticket links, metadata, and customer name and email, for up to 1 million tickets.

Message text comes from an analytics drill-down export, which covers the most recent 30 days of the selected period, up to 100,000 tickets, and includes public messages only. The account owner, admins, and leads can export on every Helpdesk plan, and a download link stays active for 14 days.

What needs manual attention

Macros are not in the standard exports, so ask Gorgias support for a custom export, which can also cover Help Center articles, tags, and integrations. Internal notes are not in message exports.

Store connections, such as Shopify, Recharge, Klaviyo, and Yotpo, need reconnecting in the new tool, and each approval step and escalation rule needs a named owner. Richpanel says an implementation manager handles data migration for you, which moves some of this work to the vendor.

Three checks before switching

Before switching, test whether:

• You export tickets and request the macro export before you cancel, since links expire after 14 days.
• The new tool can reach the same order and store systems with the right permissions.
• Both tools run in parallel on a share of traffic for a few weeks before you cut over.

These checks reduce uncertainty, but validate a sample migration and a recovery plan before a full cutover.

Moving to Computer, by DevRev: Customer Agent can answer from order and product context where those systems are connected. DevRev says it pulls orders from Shopify and checks logs. DevRev publishes no Gorgias connector on its marketplace. A CSV export may be a starting point, but confirm how message text, notes, attachments, and links will migrate before committing. Refunds, edits, and order changes depend on what is connected and approved.

How do you choose a Gorgias alternative?

Choose by ticket volume, store platform, and how you want to pay for AI.

• Ticket volume: Gorgias prices by ticket tier (300, 2,000, or 5,000 a month), Richpanel and Zendesk by seat with AI on top, and Macha by monthly tickets (750 to 5,000). Steady volume favors a tier or flat price. Spiky volume favors a seat price with a per-use AI rate.
• Outcome pricing: Computer, by DevRev, charges per resolved request when the AI does the job end to end, so cost follows resolved work, not seats or ticket tiers, which also suits spiky volume. It fits small and large stores: start with one workflow and expand. Contact DevRev for rates.
• Store platform: Gorgias is built around Shopify, and Richpanel names Shopify and Recharge. Re:amaze offers Shopify, BigCommerce, and WordPress apps, and Chatbase has Shopify on every plan. Zendesk, Freshdesk, Fin, and Computer, by DevRev, sit across platforms and depend on the connectors you set up.
• Security and permissions: Ask what the AI can see, what it can do, and what needs approval. Computer, by DevRev, acts as the user within their existing permissions (field-level where supported), waits for approval before a sensitive step, and logs every action. Its Trust Center shows SOC 2 Type II and ISO/IEC 27001:2022.
• Seat prices: Zendesk and Freshdesk start at $19 per agent, Help Scout at $25 per user, Re:amaze at $29 per team member, and Richpanel at $99 per seat.
• AI rates: Fin charges $0.99 per outcome, Richpanel about $0.20 per AI-handled conversation, Freshdesk $49 per 100 sessions, and Help Scout $0.75 per resolution. Units differ, so price each at your volume.
• Already on Gorgias: Computer, by DevRev, answers from order and product context where connected, and sensitive actions wait for approval. Refunds, edits, and order changes depend on what is connected and approved, and DevRev publishes no Gorgias connector.

Then match the situation to the tool:

• Your hard tickets need logs, orders, and product data: Choose Computer, by DevRev.
• You want AI to change orders and subscriptions with approvals: Choose Richpanel.
• You run a retail brand with shopping help and service together: Choose Gladly.
• You want to keep your helpdesk and add AI: Choose Fin or Tidio.
• You want seat prices that do not follow ticket count: Choose Zendesk, Freshdesk, Help Scout, or Re:amaze.
• You need set controls on AI in a CRM-style desk: Choose Kustomer.
• You want a flat monthly price by ticket volume with a team to build the agents: Choose Macha.
• You want a free start: Choose Help Scout, Denser.ai, or Starko.
• Your tickets are mostly order questions answered inside Shopify, and ticket pricing fits: Stay on Gorgias.

Price and channels narrow the choice, but one question settles it: does the AI answer from the order, or act on it, and who approves the action? That picks the tool.

Why is Computer, by DevRev, our pick?

Computer, by DevRev, is our pick when hard escalations need order, log, and product context, for three reasons you can check.

• It reaches past the store: Customer Agent checks error logs in Datadog, pulls the order from Shopify, and replays the customer’s session before it resolves, so a hard escalation does not bounce back for lack of evidence.
• It has run at volume: In a pre-launch test on 200,000 real customer queries, BILL measured a 70% resolution rate against a 30% approval threshold. In production, BILL’s story says the agent became the first line of response for 800,000 customer inquiries, with deflection above BILL’s 30% goal within six months.
• It acts inside guardrails: Answers cite source records, permissions follow each source system, sensitive actions wait for approval, and every action is logged.