Comparing Gorgias Alternatives: 8 Top Choices for 2025
Illustration by Dalbert Vilarino

When Gorgias first hit the market, its deep Shopify integration made it unique among customer support tools. But these days, a Shopify integration is a pretty standard feature of customer service software. This has given ecommerce teams a lot more options to consider when shopping for support software.

If you're looking to replace Gorgias, we've compiled this list of alternatives to consider. Some offer more features than Gorgias, some have more affordable pricing, and some are built to scale more effectively for growing teams.

Whatever your reason for wanting to make the switch, you'll find something that works for you in this list of the eight best Gorgias alternatives.

Why look for a Gorgias alternative?

Gorgias is built for ecommerce and has a lot of functionality that could be a game changer for an online retailer. However, the platform's reviews on sites like G2 and TrustRadius show that customers run into issues using it:

  • Reporting: Several reviewers brought up the limitations of Gorgias’ reporting capabilities. Customers mentioned that the platform’s reporting feature didn’t allow for the same level of customization as other comparable help desk tools.

  • Lacks scalability: Though a fan favorite of smaller businesses, larger companies reported that Gorgias’ feature set lacked many features that came standard with most enterprise platforms. This made it difficult for customers to justify sticking with Gorgias as their businesses began to scale.

  • Steep learning curve: Though the simple UI and learning resources (Gorgias Academy, their help center, etc.) were listed as a pro for many customers, some reviewers felt that it required too much time and too many resources to learn how to effectively use the tool.

  • Lackluster customer support: Some customers felt that Gorgias’ customer service team had a slow response time, making it difficult to get help when they needed more assistance than the help center could provide.

The 8 best Gorgias alternatives for 2025

If you're looking for the best Gorgias alternative for your team, the eight options below are worth considering. We've reviewed each one in detail, sharing their top features and how they compare on pricing.

1. Help Scout – Best overall Gorgias alternative

Help Scout is a communications platform that makes it easy to support your customers across popular channels like email, live chat, Facebook Messenger, and Instagram. In addition, the software provides tools for proactive and self-service support and customer feedback, and it integrates with several ecommerce tools including Shopify and WooCommerce.

Work collaboratively using a shared inbox

All customer communications flow into a shared inbox where your team can manage requests collaboratively across channels. Mention colleagues in internal notes, assign tickets to the team member right for the job, and take advantage of having unlimited users by bringing in non-customer-facing teammates to consult on cases when necessary to ensure that customers always receive the best care possible.

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While having lots of people in a mailbox at once may seem chaotic, Help Scout’s collision detection can help keep everyone off of each other’s toes. Tags, custom fields, and views make sure that customer conversations are kept organized, and customer profiles provide your team with the context necessary to provide personalized support.

For those who need to work in smaller groups, you can create teams, and companies that manage multiple brands or email addresses also have the ability to manage multiple mailboxes. 

Be more productive using automation and AI

The Help Scout platform comes with several features to aid in productivity. Saved replies let you answer common questions with just two clicks, helping customers get answers more quickly. Workflows are rule-based automations that can automate busy work like assigning or tagging conversations.

AI Summarize relieves the pain of trying to sift through long email threads by summarizing them into a few bullet points, and AI Assist lets you check your reply’s grammar and spelling, change its tone or message length, or even translate the text into another language. AI Drafts can automatically generate replies to incoming customer emails, basing them off of your account's conversation history and knowledge base content.

These AI features help you respond to customers faster while keeping quality high.

Launch a help center in minutes using Docs

Setting up an internal or external knowledge base is easy using Docs, Help Scout’s knowledge base solution. 

new docs editor

Our editor has been redesigned to make publishing articles even easier. The new shortcut menu allows you to add elements like images, callouts, blockquotes, and tables to your articles quickly. The editor also autosaves your content as you write, making sure you never lose a draft and can revert back to a previous version at any time. 

Use Messages for proactive marketing, support, and feedback collection

Beacon, Help Scout’s web widget, makes proactively connecting with customers accessible to businesses of any size. Installing a Beacon on your website or within your app can provide customers with instant access to live chat, but it will also give you a way to connect with them proactively via Messages.

Messages are targeted communications that are triggered by parameters you set like page visited, time on page, or scroll behavior. You can use messages to make business announcements, like an upcoming sale, or you can use them to launch a live chat or surface a knowledge base article on pages where customers often have questions.

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Another type of Message is the microsurvey — short surveys that let you collect feedback from customers in the moment. From NPS to a simple thumbs up/thumbs down, Help Scout has a survey type to fit your feedback needs.

Back up your decisions with data using Help Scout reporting 

Help Scout has out-of-the-box reporting dashboards for all of its features. Keep up with volume levels, team productivity, Messages performance, knowledge base usage, and more.

Have something specific you want to track? Use tags and custom fields to further drill down your customer data to gain additional insights.

Help Scout connects seamlessly with Shopify and other popular ecommerce platforms

Connect your Help Scout account to your Shopify store to import customer information into Help Scout, access information like order details and history, and view key metrics such as lifetime value, annual value, and average order value right from the conversation sidebar.

You can also create, edit, and cancel orders and perform refunds from within Help Scout, keeping you from needing to flip from tab to tab.

Shopify - Display Shopify metrics and orders in your customer sidebar
Display Shopify metrics and orders in your customer sidebar

Not a Shopify customer? No problem! We integrate with many popular tools, and if we don’t have the integration you need, you can use our app platform to build your own.

Support coverage when you need it most

Help Scout’s customer support team is here to make sure you always have what you need. The team offers 24/6 coverage across all time zones, an extensive help center, and an assortment of live classes each week. 

Pricing that is easy to understand

One of the best parts of Help Scout? We have pricing that is easy to understand.

Our plans are based on contacts — customers helped — and your contact tier is based on a three-month trailing average. This means that prices stay consistent during busy seasons, making it easy to budget accordingly. If you're not sure how many contacts you need, we have a handy tool on our pricing page to help you estimate.

Our team is also happy to answer any pricing questions you may have. As we mentioned above, we're here for you!

Want more information on how Help Scout stacks up against Gorgias? Check out our comparison page.

Price: Free plan available. Plans that include access to our Shopify integration start at $50 per month.

2. Front – Best for team collaboration

Product Screenshot: Front
Source

Front is a shared inbox tool that is a strong choice for customer service teams of all industries. It supports email (both shared and personal), live chat, SMS, and social, as well as voice and knowledge base functionality through third-party integrations.

The platform has several features that make it ideal for team collaboration. It has the usual suspects — ticket assignments, internal comments, shared views, and automatic routing workflows — but Front also has shared draft and internal discussion features. They let teams work together to resolve issues in real time and keep their customer-related conversations within the inbox to make them easier to reference in the future.

Front has a Shopify integration, though it is view-only, meaning that agents can see pertinent information such as order history and shipping information but can’t perform any actions without visiting Shopify’s website.

Price: Free trial available. Plans start at $19/seat per month.

3. Freshdesk – Best for larger teams requiring a field service component

Product Screenshot: Freshdesk
Source

Freshdesk is a full-stack customer support solution that provides omnichannel support, AI technology, and advanced reporting, and it supports integrations for popular apps like Slack, Jira, and Shopify.

One unique offering that is worth highlighting is their field service management capability. This $15/month add-on allows in-house teams to attach field service tasks to customer tickets, manage their field team’s schedule via an easy drag-and-drop interface, and keep track of essential service metrics using Freshdesk analytics.

Their mobile apps for iOS and Android make it easy for service technicians to reap the benefits of the service add-on as well. Technicians can communicate directly with customers to coordinate home visits, keep track of their schedules and time spent on a job, collect customer signatures, and send back live updates from the field.

Though a big concern with Freshdesk is its pricing structure and its tendency for price creep, if you're an online retailer whose product requires in-person service calls, the above features might make a switch to Freshdesk worth it for your company.

Price: Free trial and plan available. Paid plans start at $15/agent per month.

4. Zendesk – Best for enterprise teams looking for a highly customizable solution

zendesk

Zendesk is another option that might be a good fit for larger teams looking for a help desk that integrates with Shopify. Zendesk’s integration does much of what Gorgias’ does: provides access to customer data like order, billing, and shipping information from within the Zendesk workspace and the ability to process refunds and cancellations directly in the sidebar app. Shopify store owners can also use Zendesk to offer live chat from any Shopify-powered site.

Beyond Shopify, Zendesk also boasts more than 1,000 integrations in their marketplace. This can be beneficial to enterprise companies who need to connect multiple tools from their tech stack quickly.

As for basic support functionality, there’s not much that Zendesk can’t do. It supports email, live chat, social messaging, and voice. Zendesk Guide, their knowledge base product, can help you quickly set up internal or external help centers, and you can deploy chatbots to help reduce request volume and get answers for your customers more quickly. Teams can automate routine tasks, use macros for quick responses, and build detailed reports for smart decision-making.

The features above are really just the start. If your team can dream it, it can be done with Zendesk. However, the learning curve for the platform is a lot steeper than Gorgias, and to really take full advantage of the platform, teams will need development resources. For this reason, Zendesk is best suited to larger companies that have the ability to take full advantage of all that the software has to offer.

Price: Free trial available. Plans start at $19/agent per month.

5. Kayako - Best for teams who need a time tracking feature

screenshot of kayako's customer service software

Kayako could be a good option for those requiring a time tracking feature. Using the platform’s tracker, you can monitor how much time agents spend on tickets and mark the time as billable. This functionality can be helpful in a couple of ways:

  • If your agents are independent contractors, having Kayako automatically keep track of billable hours makes invoicing more straightforward.

  • Knowing how much time an agent spends on specific tickets can give insight into areas of struggle for your team and help indicate where extra training or internal education might be helpful.

Some other collaborative aspects of Kayako are their free collaborator licenses and internal notes features. These allow for cross-functional communication and can be especially helpful for resolving issues that require expertise outside of the support department.

As for its primary features, Kayako offers a shared inbox for managing email, live chat, and social requests, a native knowledge base builder, workflows, macros, and reporting analytics. The platform offers out-of-the-box integration with Salesforce, but you’ll need to set up all other connections through Zapier.

Price: Free trial available. Plans start at $39/agent per month.

6. Shopify Inbox – Best free Shopify help desk software

Shopify CS Apps - Shopify Inbox Product Screenshot

Not ready to invest in a help desk but still want a way to keep customer communications organized and have easy access to your Shopify data? If so, Shopify Inbox might be the right option for you.

Shopify Inbox is a free tool that is included in your Shopify subscription. It allows you to add a chat widget to your store so that you can easily communicate via live chat with customers as they shop. The product lets you create discount codes that you can provide in-chat, send images or product information in conversations, and manage incoming requests as a team via desktop or mobile interfaces.

Other noteworthy features include the ability to display instant answers for questions on orders, shipping, and returns, as well as quick replies for standardizing support agent responses. Finally, Shopify Inbox can also send automated order updates via chat, which can reduce the time your team spends on support.

While Shopify Inbox isn’t a robust help desk tool, you do get a lot of value without any additional cost, making it a good option for stores that are just starting out.

Price: Free for Shopify customers.

7. Gladly - Best for enterprise teams requiring payment processing

Gladly is a customer-centric support platform providing valuable features with a clean, easy-to-use interface. The tool has native solutions for all customer channels — email, live chat, social, text, voice, IVR, and self-service — and customers have the freedom and flexibility to switch back and forth between channels due to Gladly’s customer timeline.

Instead of having separate tickets for each customer contact, Gladly keeps all communications in one timeline. This interface makes it easy to verify information from previous conversations or, as mentioned above, even switch channels in the middle of an issue.

On the ecommerce front, Gladly has a Shopify integration. Like Gorgias and Zendesk, agents can complete refunds and cancel orders. Beyond Shopify, Gladly also enables your team to accept payments natively through messaging channels.

Price: Public pricing is not available. Contact Gladly for a quote.

8. Kustomer - Best for teams that provide multilingual support

Product Screenshot: Kustomer

Kustomer is another customer support platform geared toward enterprise teams. Like Gladly, Kustomer utilizes a conversation timeline to provide agents with context across all available channels (email, live chat, voice, SMS, social, and self-service).

You’ll find the typical features with Kustomer, such as a native help center, views, shortcuts, reporting dashboards, and customer satisfaction surveys. There is also an AI component called Kustomer IQ, which provides sentiment analysis, advanced conversation routing, and agent suggestions — recommended responses based on historical data.

If your business provides localized support, Kustomer’s automatic language detection features can be helpful. According to their website, Kustomer IQ can “recognize a customer’s origin language and route to a specific agent or auto-translate messages for fast resolution.”

Kustomer offers integrations and apps for many popular platforms, including Shopify. Their Shopify app allows agents to view order information within a ticket and take action on it by processing refunds, order updates, exchanges, and returns.

Price: Seat-based plans start at $89/user per month. Kustomer also offers usage-based pricing, but you have to contact their team for a quote on those plans.

Choosing the right Gorgias alternative for your team

As you evaluate your options, consider the features your team will benefit from the most and which software best caters to those needs.

Whether you’re looking for a tool that seamlessly integrates with your CRM or a product more focused on customer experience, we’re confident that you’ll find the right solution for you.

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Screenshot: Beacon
Screenshot: Docs