Gladly vs Gorgias

What Gladly is

Gladly organises support around the customer rather than the ticket, so an agent sees one continuous conversation across channels.

What Gorgias is

Gorgias is an ecommerce-focused helpdesk that brings connected store and order data into support tickets. Shopify accounts can expose order history and selected refund, cancellation, edit and duplication actions; billing is based on replied-to tickets, with separate automation and add-on events in applicable subscriptions.

What Gorgias is built to do

Unified ecommerce inbox

Handles supported customer channels with connected shopper and order context.

Shopify order actions

Supports selected refund, cancel, edit, create and duplicate operations from tickets.

Macros and rules

Reuses response templates, store variables and supported workflow actions.

Usage monitoring

Tracks billable tickets, automated interactions and add-on consumption.

Choose Gladly if

• Consumer brands where the same customers contact support repeatedly.

Choose Gorgias if

• Shopify support teams that frequently inspect or modify customer orders
• Organizations whose support volume maps predictably to ticket allowances
• Teams prepared to configure and audit automated ecommerce actions

Skip Gorgias if

• Your business is not centered on supported ecommerce workflows
• Seasonal ticket volume and overage charges cannot be forecast or capped
• Your order scenarios rely on Shopify operations that Gorgias does not support

Gladly: pros & cons

• Customer-centred rather than ticket-centred
• Channels merge into one timeline
• Good for high-touch brands
• Priced for larger support teams
• Different mental model requires retraining
• Fewer integrations than incumbents

Gorgias: pros & cons

• Shopify context: Customer profiles and order history appear alongside supported tickets.
• Order actions: Authorized agents can perform selected Shopify changes without leaving Gorgias.
• Usage rather than seats: Core helpdesk pricing scales by billable ticket allowance, not agent count.
• Rules and macros: Store variables and supported actions can automate repeat workflows.
• Overage exposure: Replies beyond the included ticket allowance produce additional charges.
• Multiple billable events: One conversation can incur helpdesk, automation, voice and SMS charges.
• Shopify action limits: Some refunds, old orders, currencies and multi-store profiles restrict actions.
• Store dependency: The documented AI Agent workflow requires a connected Shopify store.