Gorgias vs Tidio
A source-aware comparison of pricing, documented capabilities and workflow fit.
Short answer
- Price: not directly comparable — Gorgias is usage-based pricing, Tidio is free tier available.
- How to start: Gorgias is usage-based pricing, Tidio is free tier available.
- Where they differ: only Gorgias has sso (saml); both offer public api and mobile app.
These lines are generated from the pricing we track, not from a paid placement. How we score tools.
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 Tidio is
Tidio provides live chat and chatbots aimed at small online stores, with prebuilt commerce flows.
Side by side
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 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
Choose Tidio if
- Small online stores adding chat support.
Evidence and freshness
Where a claim on this page comes from a vendor page, it is linked here.
Gorgias
Official sources reviewed · reviewed 2026-08-24
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.
Tidio: pros & cons
- Quick to install on a store
- Prebuilt flows for common shop questions
- Free tier available
- Conversation limits on paid tiers
- Bot builder is limited for complex flows
- Reporting is basic
Our verdict on Gorgias
Choose Gorgias when its store-side actions reduce real ecommerce support work; model every applicable ticket, automation, voice and SMS event against seasonal volume.
Our verdict on Tidio
A sensible starting point for small shops. High-volume support outgrows it.