Gorgias has earned its reputation as the go-to help desk for Shopify merchants. Its deep integration allows agents to refund orders and check shipping status without ever leaving the inbox—a game changer for small e-commerce brands.
But what happens when you grow?
For many scaling businesses, Gorgias eventually becomes a bottleneck. Its ticket-based pricing model means your costs skyrocket exactly when you are succeeding, effectively punishing you for high volume. Add in a steep learning curve and a lack of enterprise features (like native SLAs), and it is clear why many teams are looking for an exit ramp.
If you are ready for a platform that offers predictable pricing and deeper capabilities beyond just Shopify, here are the top 17 Gorgias alternatives for 2026.
Why Consider an Alternative to Gorgias?
Gorgias is undeniably a strong tool for Shopify merchants. Its deep integration with e-commerce platforms and unique ticket-based pricing make it a popular starting point for online stores.
However, as businesses scale or expand beyond simple e-commerce transactions, they often hit a functionality ceiling. Here are the primary reasons growing teams look for an alternative:
- The success tax pricing model. Unlike most platforms that charge per user, Gorgias charges based on ticket volume. This creates a perverse incentive where your costs skyrocket exactly when you are busiest (like during holiday sales). As one G2 user noted, the base price is okay, but it ends up being "a little on the higher price point when it comes to the automation add-ons." If you want predictable costs, this variable model is a risk.
- Limited scope outside of e-commerce. Gorgias is hyper-specialized for Shopify. If you are a SaaS company, a service provider, or an enterprise with complex needs outside of standard retail, you will find it limiting. As reviewer Paul Ferrill noted, "If you’re looking for anything outside an e-commerce scope, you’ll want to skip Gorgias and check out broader solutions."
- Weak reporting and analytics. For data-driven teams, Gorgias’ reporting often falls short. Users specifically complain about the lack of long-term data retention, noting that "reporting only allows for historical data within 90 days." If you need year-over-year comparisons or deep custom reports to drive strategy, you will likely need a more robust analytics engine.
- Technical instability and mobile issues. While the desktop agent interface is generally liked, the mobile experience is frequently criticized. Users have reported that the Android app "crashes randomly" and the iOS version is unreliable, which is a major blocker for teams that need to support customers on the go.
- Missing enterprise features (SLAs) Gorgias lacks native Service Level Agreement (SLA) management, forcing users to rely on third-party apps to track response time targets. For growing teams where accountability is key, the inability to set and track SLAs natively is a significant gap.
Key Features to Look for in a Gorgias Alternative
When switching from an e-commerce heavy tool like Gorgias, you shouldn't sacrifice functionality. Ensure your new platform checks these boxes:
- Deep e-commerce integration: The ability to see real-time customer data (order history, shipping status, loyalty points) and perform actions (refunds, cancellations) directly within the help desk is non-negotiable.
- True omnichannel support: A unified inbox that centralizes email, live chat, SMS, voice, and social media (Instagram/Facebook/WhatsApp), ensuring you never miss a message regardless of the channel.
- AI & automation: Look for robust automation rules (macros) and generative AI agents that can auto-resolve repetitive inquiries like "Where is my order?" without human intervention.
- Team collaboration tools: Features like collision detection (seeing who is viewing a ticket), internal notes, and @mentions to stream communication between support and other departments.
- Self-service capabilities: A customizable knowledge base or help center that empowers customers to find answers independently, reducing your ticket volume.
- Actionable reporting & analytics: Dashboards that track key metrics (CSAT, first response time, ticket volume) and, ideally, revenue impact, to help you make data-driven decisions.
- Enterprise security & governance: As you scale, features like identity access management (IAM), single sign-on (SSO), and SLA management become critical for compliance and reliability.
- Transparent, scalable pricing: Avoid "ticket-counting" limits. Look for seat-based or predictable pricing that allows you to scale your team without a sudden jump in costs.
Top 17 Gorgias Competitors on the Market
- Kustomer
- Freshdesk
- Help Scout
- Zendesk
- Re:amaze
- Zoho Desk
- Hubspot Service Hub
- Front
- Intercom
- HappyFox
- Kayako
- ProProfs
- Gladly
- Lyro
- Salesforce Service Cloud
- LiveAgent
- GrooveHQ
1. Kustomer
Kustomer is the #1 alternative for brands that are tired of Gorgias’s ticket-counting model. While Gorgias is built around the transaction, Kustomer is built around the customer relationship.
By unifying all your data—Shopify orders, Klaviyo segments, loyalty status, and shipping updates—into a single real-time timeline, Kustomer empowers agents to solve problems instantly without tab-switching. It combines the speed of an e-commerce help desk with the power of an enterprise CRM, giving you the best of both worlds.
Why Switch to Kustomer?
Brands typically leave Gorgias for Kustomer to escape the pricing traps and limited scope. Here is why Kustomer is the superior choice for scaling merchants:
- Stop paying a "success tax": Gorgias charges by ticket volume, meaning your costs skyrocket during your busiest months (like Black Friday). Kustomer offers transparent, seat-based pricing, so your costs remain predictable regardless of how fast you grow.
- True AI automation (not just macros): Gorgias relies heavily on static rules (macros). Kustomer’s AI Agents are generative and data-driven, capable of autonomously resolving complex issues—like processing a return or modifying a subscription—24/7 without human intervention.
- Native omnichannel support: Kustomer treats every channel equally. Whether a customer reaches out via Instagram DM, WhatsApp, SMS, Email, or Voice, it all lands in one unified inbox. You don’t need third-party plugins to handle complex channels.
- Data-driven routing: Instead of Gorgias’s basic "first-come, first-served" queues, Kustomer routes customers based on real-time data. For example, you can instantly route a VIP customer with a "Lost Package" tag to your top-tier agents, bypassing the general queue entirely.
What are Real Users Saying about the Value of Kustomer
- Lulus: Kustomer allows Lulus to use AI as a holistic knowledge base, equipping agents with instant answers so they can remain fully present with shoppers. Leadership also leverages Kustomer’s deep reporting to spot product trends and operational bottlenecks—insights that were hard to surface in their previous tools.
- Nathan James: This online furniture brand used Kustomer to unify their fragmented tech stack (Shopify, Reviews.io, Klaviyo). By creating a single source of truth, they eliminated inefficiencies and empowered agents to focus on the customer relationship rather than hunting for order numbers.
“Kustomer pulls all customer information on one timeline. We see a customer’s full history right there, without switching around. That’s been a game-changer for us.” —Taylor Johnson, Director of CX
- Everlane: By leveraging Kustomer’s data-rich AI, Everlane achieved a 4X increase in automated resolution. The platform handles massive volume spikes efficiently, allowing the brand to scale personalized support without linearly increasing headcount.
2. Freshdesk
Freshdesk is a versatile customer support software that caters primarily to SMBs, offering a comprehensive suite of tools to streamline customer interactions.
Freshdesk, often compared to Zendesk, is perhaps best known for its user-friendly interface and scalability. It combines multi-channel support, automation, and intuitive features, allowing companies to enhance customer satisfaction while efficiently managing support operations.
The pricing starts at $15 per month, which is quite attractive to small SaaS startups.
3. Help Scout
Help Scout is a customer support platform known for its simplicity and effectiveness in managing customer interactions. With a focus on collaboration and personalized support, Help Scout equips businesses with the tools needed to streamline communication and enhance customer satisfaction.
Its unique selling point (USP) lies in the ‘Shared Inbox’ feature, which consolidates customer communications from various channels such as email, social media, and live chat. This ensures that support teams have a unified view of customer interactions, leading to streamlined response times.
Furthermore, agents can personalize the experience for end users by compiling customer information into detailed profiles. This provides support agents with a comprehensive understanding of each customer.
Suitable for industries across the board, Help Scout emphasizes a human touch in customer interactions.
4. Zendesk
Zendesk is a versatile customer service platform known for its comprehensive tools designed to enhance customer support. The platform includes essential features such as a ticketing system, knowledge base, live chat, automated chatbots, and omnichannel support, making it a comprehensive solution for customer service needs.
In addition to customer support functionalities, Zendesk offers tools for sales and customer engagement, providing businesses with an integrated approach to managing the entire customer lifecycle within a single platform. This versatility makes Zendesk particularly suitable for businesses seeking a unified approach to customer relationship management, support, sales, and engagement.
However, Zendesk tends to be pricier and may not be the most suitable option for startups or small teams due to its steep learning curve.
Recommended reading → The Biggest Zendesk Pros & Cons
5. Re:amaze
Re:amaze is a good option for businesses seeking a straightforward customer support platform, especially those who prioritize simplicity, collaboration, and ease of use. Its intuitive design reduces the learning curve, enabling support agents to start effectively right away.
Small to medium-sized businesses, in particular, can benefit from Reamaze’s user-friendly interface and seamless management of customer conversations across various channels.
Key features include shared inbox, live chat, automated workflows, and robust reporting tools.
If simplicity is a priority for you, consider Reamaze as an alternative to Gorgias
6. Zoho Desk
Zoho Desk stands out as one of the most comprehensive support tools on the market, offering a highly competitive pricing model. It caters to businesses of all sizes, from SMB to enterprise, seeking a versatile and scalable customer support solution.
With Zoho Desk, you have access to a wide range of tools, including ticket systems and multi-channel support. Its integration with other Zoho applications enhances its versatility, making it a valuable asset for businesses aiming to streamline customer service operations. Effortless integration with Zoho CRM and Zoho Analytics, two standout products, further solidifies Zoho Desk’s appeal.
While Zoho Desk provides a robust feature set, understanding how it stacks up against other platforms is key to making the right choice.
If you’re already a Zoho user or plan to sign up for its suite of products, Zoho Desk may be a good option for you.
7. HubSpot Service Hub
Similar to Zoho, HubSpot offers a suite of software products, including the HubSpot Service Hub as one of its core offerings. It’s particularly suitable for those who appreciate the HubSpot ecosystem and prefer to bundle everything together with HubSpot’s suite of offerings.
HubSpot is primarily utilized by inbound marketers who value its marketing automation and email capabilities. The main selling point of HubSpot Service Hub lies in its seamless integration with HubSpot’s comprehensive CRM and marketing tools, allowing for unified customer data across sales, marketing, and service and providing businesses with a holistic view of their customers.
If you’re already using HubSpot for marketing, it makes sense to consider exploring HubSpot Service Hub.
8. Front
Front does not directly compete with Gorgias. While Gorgias focuses on e-commerce and sales, Front prioritizes collaboration to resolve issues.
Its unique approach to team collaboration, paired with powerful features, makes Front a valuable asset for businesses aiming to improve customer communication and teamwork.
Front’s primary selling point is its emphasis on team collaboration within the context of customer communication. By transforming email into a collaborative platform, it enables teams to work together, streamline responses, and effectively manage customer interactions.
This collaborative approach sets Front apart from traditional email management systems and is particularly beneficial for industries where customer communication requires collaboration, such as customer support, sales, and project management.
9. Intercom
Intercom understands every customer interaction is an opportunity to deliver value. Therefore, its customer support software is designed to facilitate personalized communication at every stage of the customer lifecycle.
It combines messaging, support, and marketing functionalities, offering businesses a unified platform to engage with customers throughout their journey. The emphasis on targeted, context-aware communication distinguishes Intercom in the customer engagement space.
Intercom is well-suited for industries prioritizing personalized and real-time communication with their users or customers.
SaaS (Software as a Service), e-commerce, technology, and other service-oriented industries benefit from Intercom’s capabilities to engage users at different stages of their journey.
10. HappyFox
HappyFox is a customer support and help desk software to simplify and streamline customer interactions. With a focus on efficiency and user-friendly features, HappyFox offers a comprehensive solution for managing customer queries, tickets, and support workflows.
It combines ticketing, automation, knowledge base, and reporting features, providing businesses with a holistic solution to manage customer inquiries and enhance overall support efficiency.
HappyFox’s Smart Rules feature allows businesses to automate repetitive tasks and create conditional actions based on specific triggers for smart routing. This enhances efficiency in handling support tickets.
So, if you’re looking for a simple and affordable help desk solution, look into HappyFox.
Pricing starts at $21 per month per agent.
11. Kayako
Kayako is a customer service tool with a strong focus on simplicity and efficiency, stemming from its roots and guiding philosophy. Originating in 2001, Kayako emerged during a time when customer support tools were often cumbersome and ineffective. Fast forward to 2024, and Kayako is now utilized by over 131,000 agents across bootstrapped startups and Fortune 500 companies.
Kayako’s primary unique selling proposition (USP) lies in its dedication to streamlining customer support processes through collaboration and automation. The platform integrates features such as shared inboxes, automation rules, and self-service options to deliver a seamless and efficient customer support experience.
Moreover, Kayako provides valuable insights into customer journeys, helping businesses understand the entire customer experience and tailor their support accordingly. This functionality proves particularly beneficial for service-oriented industries, including SaaS, ecommerce, telecommunications, and technology.
12. ProProfs
Thanks to its forever-free plan, ProProfs help desk software is an appealing option for freelancers or small startups. The free plan includes unlimited tickets, ticket history, automated responses, and advanced reporting, making it a solid choice for any company seeking to establish its customer service department.
Designed for scalability, the platform provides a straightforward yet powerful solution for managing customer support, catering to both small and large enterprises.
13. Gladly
Gladly is a customer-centric support platform with a user-friendly interface and native solutions for managing multiple customer channels, such as email, chat, social, and more, in one place.
Gladly has a unique timeline that consolidates all communications from different channels in one place, making it easy to switch between channels or reference historical customer data.
It integrates seamlessly with Shopify and supports native payments through messaging channels. However, its premium features come at a steep price (contact their sales team for more info), making it less accessible for smaller businesses.
14. Tidio
Tidio is an all-in-one customer service platform for SMBs that features Lyro, a conversational AI agent designed for e-commerce automation. It utilizes NLP to better understand customer context and resolve inquiries instantly without human intervention. Key features include self-training capabilities where the AI learns directly from your FAQs, visual bot templates, and seamless integrations with platforms like Shopify.
Tidio offers a limited free plan, with paid subscriptions starting at $25 per month. For scaling businesses, the comprehensive Tidio+ plan costs $749 per month.
15. Salesforce Service Cloud
Salesforce Service Cloud is renowned for delivering exceptional customer service while reducing operational costs. It facilitates personalized support across digital channels and in-field interactions, enabling the creation of branded help centers and freeing agents from repetitive tasks.
Key features include chatbot development, asset performance monitoring, customer self-scheduling, unified customer data, and mobile-responsive customer portals.
Pricing starts at $25 per month.
Ultimately, the ideal help desk solution varies by team, making a comparison of Salesforce Service Cloud and its alternatives a crucial part of the evaluation process.
16. LiveAgent
LiveAgent is a customer service tool that is a great choice for automating repetitive tasks and obtaining data-driven insights for better decision-making. Notably, it automates ticket distribution to manage team workload efficiently and features a powerful live chat function for personalized customer engagement and lead generation.
Key features include customizable contact forms, role-based access control, automated email notifications, ticket merging, and predefined answers. It supports image pasting in tickets and agent time tracking, making it suitable for startups and small to mid-sized businesses.
Pricing starts at $15 per agent per month.
17. GrooveHQ
GrooveHQ is a versatile customer service platform that centralizes customer inquiries from various channels like email, live chat, and knowledge base. It also offers integrations with automation tools, CRMs, and e-commerce platforms to streamline agent workflows.
Despite its benefits, users have reported performance issues, particularly with handling large volumes of customer data. Additionally, some basic features, such as the ability to unsend emails and highlight text in the email body, are lacking, which may inconvenience users accustomed to more robust email interfaces.
Pricing starts from $24 a month per user.
Kustomer: The Enterprise-Grade Alternative to Gorgias
Most help desk software is built to manage tickets. But as premium brands like Terra Kaffe and Smalls have discovered, treating loyal customers like ticket numbers is a fast track to churn.
If you are tired of tab-switching, data silos, and pricing that punishes your growth, it is time to move to Kustomer. We replace the disjointed ticket queue with a single, real-time timeline of your customer’s entire journey—empowering your team to solve problems faster and drive genuine loyalty.
Don't just take our word for it. See how leading brands are winning with Kustomer:
- Eliminate data silos: Terra Kaffe switched to Kustomer because siloed tickets were hurting their luxury customer experience. By moving to Kustomer’s unified timeline, they maintained a CSAT in the mid-90s while quadrupling their customer base.
- As CXO Cate Marques puts it: "We prefer to handle customers within the full context of their relationship with us, not through siloed tickets that provide little insight."
- Slash operational costs: Bulletproof needed to balance high-touch support with efficiency. By automating transactional tasks with Kustomer, they freed up agents to have meaningful conversations—all while cutting costs.
- Head of Customer Care Michael Callahan notes: "Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact."
- Diagnose & fix issues faster: Smalls, a fresh cat food brand, uses Kustomer’s custom attributes to track specific SKUs and spoilage data, feeding insights back to operations.
- Director of Support Sarah Inbar explains: "Kustomer’s search and custom attributes give us the ability to double click into emerging customer issues to diagnose patterns, and fix problems faster."
Ready to see Kustomer in action? Book a demo now.
