Gorgias Alternatives (2026): 10 Tools Compared

Gorgias is a helpdesk made for online stores, and shop owners use it to answer customer emails, chats and social messages from one place. If you're weighing up a change, perhaps because you'd like a different screen, another way of handling orders or a tool that suits a smaller team, there are lots of other helpdesks to look at.

This is a list of ten Gorgias alternatives in no particular order, sorted alphabetically. Some are household names in support and several are smaller or more specialised. I've drawn each description from the tool's own website, so check current details there before you decide. For a wider view, my roundup of help desk software for small businesses is worth a read.

Gorgias alternatives at a glance

In the free plan column, Yes means the tool's own site lists a tier you can keep using without a time limit. Trial only means a free trial but no ongoing free plan. No means the site states neither, and often invites you to book a demo. Details change, so check before you start.

Tool	Type	Good for	Free plan
Customerly	AI-led support desk	Automated first replies plus a shared inbox	Trial only
Dixa	Customer service platform	Shopify-linked support for growing brands	No
eDesk	Ecommerce helpdesk	Messages from shops and selling sites in one inbox	No
Freshdesk	Support helpdesk	Ticketing for teams of many sizes	Trial only
Gladly	Commerce service platform	Conversations that follow the customer	No
Kustomer	Customer service CRM	Support built around customer records	No
Re:amaze	Helpdesk and chat	Shared inbox with shop integrations	Trial only
Richpanel	Ecommerce support desk	Order-aware support for online stores	Yes
Trengo	Omnichannel inbox	WhatsApp and email in a shared inbox	Trial only
Zendesk	Customer service suite	Established ticketing and help centre	Trial only

Ten customer support desks to weigh against Gorgias

Customerly

Best for: Small teams who want an AI assistant to handle first replies, with live chat and a shared inbox behind it.

Dixa

Best for: Online brands who want a customer service platform that connects with Shopify and their email marketing tool.

eDesk

Best for: Sellers who answer buyers on several selling sites and online shops and want those messages gathered in one place.

Freshdesk

Best for: Teams who want a well-known helpdesk with ticketing, automations and several support channels around it.

Gladly

Best for: Larger commerce brands who want one running conversation per customer instead of separate tickets for each message.

Kustomer

Best for: Teams who want support and customer records together so agents see each person's history while they reply.

Re:amaze

Best for: Shop owners who want one inbox for email, chat and social messages with store integrations built in.

Richpanel

Best for: Store owners who want a support desk that shows order details beside each message, with a free starter tier.

Trengo

Best for: Teams who talk to customers on WhatsApp, email and chat and want everyone working from one shared inbox.

Zendesk

Best for: Growing businesses who want a long-established support suite with ticketing, a help centre and many integrations.

What an online store needs from a customer support desk

Shop support has its own quirks, so list the jobs your messages really involve before you compare tools. Then look for those jobs rather than long feature lists.

• Order details. Can an agent see what the customer bought and where the parcel is, without switching tabs?
• Common requests. Can replies for returns, delivery questions and refunds be saved and reused?
• Channels. Does it gather email, chat, social messages and WhatsApp in one inbox?
• Automation. Can simple rules tag, route and answer the routine questions?
• AI help. If it drafts or sends replies, can you read, edit and switch it off?
• Shop connection. Does it link cleanly to your store and your email marketing tool?
• Team access. Can you add part-time helpers and see who answered what?

Moving your store's support inbox to a new desk

Switching a support tool is mostly about order. Here's a sensible sequence that keeps customers from noticing.

1. Export your past conversations and customer notes if the old tool allows it.
2. Copy your saved replies into a document so nothing is lost.
3. Write down each rule you rely on, such as tags, routing and auto-replies.
4. Connect your store and your support email to the new desk.
5. Send a few test messages from a personal address and check they arrive.
6. Forward your support address to the new tool, and keep the old one open for a short while.

Matching a support desk to your kind of shop

• Small shops often do well with a simple shared inbox and saved replies.
• Multi-site sellers usually want messages from several selling sites in one place.
• Fast-growing brands tend to need order lookups, rules and reporting.
• Chat-heavy shops may prefer WhatsApp and messaging apps first.
• Larger brands sometimes want one running conversation for each customer.

Using AI replies without losing the human touch

Many support tools now offer AI answers. They can take care of repetitive questions, but they can also get a refund policy wrong. Test them on real past messages, make sure a person can step in easily, and tell customers when they're talking to a bot. My article on AI automation for customer service goes deeper, and my tips for streamlining online customer support cover the everyday habits.

Why a lesser-known support desk can be a smart pick

Smaller companies often focus on a few jobs and answer support questions quickly themselves. You may find a lighter screen, quicker answers and fewer menus to wade through.

Look at when the company last updated its product, read the help pages and check you can export your conversations whenever you wish. If a site doesn't say, ask. Try it with a small slice of your messages before moving everything.

Do you make a helpdesk or customer support tool? Tool makers can ask to be considered for a featured place on this list.

Trying a shortlist of support desks

Pick two options that suit your shop, then answer a handful of real customer messages in each. Check how quickly you can find an order, reuse a saved reply and hand a message to a colleague. Keep the desk that feels clearest to work in.

Frequently asked questions

What is an ecommerce helpdesk?

It's software that gathers customer messages from email, chat and social apps into one inbox, usually with order details and saved replies for the questions shops get most.

Why would someone look for a Gorgias alternative?

Reasons vary and aren't always about the tool itself. Some owners want a different screen, other integrations, a different way of handling AI replies or a better fit for a smaller team. Start by listing what you need most.

Can I move my past conversations?

Often you can export them, but it depends on the tool. Check what each platform lets you import, and keep a copy of your saved replies either way.

Should an AI assistant answer my customers?

It can help with repetitive questions, but it should be easy to check, edit and switch off, and a person should be able to take over. Test it on real past messages before you trust it.

Is a free plan enough to start with?

It can be for a small shop. Read the limits on messages, orders and team members, and check the features you want are included, before you rely on one.