Gorgias vs Re:amaze (2026): Which Ecommerce Help Desk Fits Your Store?

At a glance

Pricing: what each one really costs

Pricing is where these two diverge most, and it is worth being precise. All figures below are as of capture and pulled from each vendor's official pricing page — check the live pages before you buy, because ecommerce help desks change their tiers and AI metering often.

Re:amaze prices per user on published, transparent tiers. As of capture, its pricing page lists Basic at $29/user/mo, Pro at $49/user/mo, and Plus at $69/user/mo, with a separate flat-rate Starter at $59/mo that allows unlimited team members but caps responded conversations. AI resolutions are included up to a per-tier allowance and metered above it (roughly $0.85 each as of capture). Annual billing shaves off about 10%.

Gorgias prices on ticket volume rather than per seat, and the tiers climb steeply. As of capture, its pricing page shows Starter at $40/mo, Basic at $77/mo, Pro at $471/mo, and Advanced at $1,227/mo, with an Enterprise tier on top. The number to watch is the AI layer: Gorgias bills its AI Agent and Automate features per resolved conversation on top of the plan fee — a real, citable cost that many first-time buyers miss until the invoice arrives, and one of the most common complaints in Gorgias reviews. For a fuller breakdown of how the tiers and overages stack up, see our Gorgias pricing explained guide.

The headline: at the bottom, Gorgias Starter and Re:amaze Basic are in the same neighbourhood, but as you scale, Re:amaze's per-agent model stays predictable while Gorgias's ticket-plus-AI-resolution model can accelerate. For a lean store, Re:amaze is usually cheaper. For a high-volume brand where Shopify depth pays for itself, Gorgias's cost can be justified — but go in with eyes open.

Ecommerce and Shopify depth

This is Gorgias's home turf. Its Shopify integration is widely regarded as best-in-class: you can view a customer's full order history, edit orders, issue refunds, and create discount codes directly inside the ticket without tab-switching, and its 150-plus app library includes deep connectors for Klaviyo, Recharge, Loop Returns, Yotpo, and Attentive. If your team lives inside Shopify all day, Gorgias removes the most friction. If you want the primer, our what is Gorgias explainer covers the model.

Re:amaze is deliberately platform-agnostic. It integrates natively with Shopify, BigCommerce, WooCommerce, and Magento, so a store running on something other than Shopify — or running several storefronts across platforms — gets first-class treatment that Gorgias, which is heavily Shopify-centric, doesn't match. Re:amaze's ecommerce tooling is genuinely solid; it's just broader and shallower than Gorgias's Shopify-specific depth. The tradeoff is clear: Gorgias goes deep on one platform, Re:amaze goes wide across several.

AI and automation

Both platforms have shipped AI agents that draft and resolve tickets, and both layer rules-based automation underneath.

Gorgias's automation engine (Rules and Flows) is mature, and its AI Agent can autonomously resolve conversations end to end — the catch being that it's billed per resolution, as noted above. It's powerful for stores with repetitive, high-volume queries where an autonomous resolver pays back its cost. Our Gorgias AI Agent explained piece digs into how the resolver actually behaves.

Re:amaze bundles its Re:amaze AI Agent, workflow automation, chatbots, response templates, and intent recognition across plans, with AI resolutions metered above a per-tier allowance. It's a capable, well-integrated automation stack — arguably better value for a smaller store — though most reviewers still give Gorgias the edge on the sophistication of its autonomous resolution and the breadth of its rules engine.

The honest read: both are competent, neither will fully replace a human team, and the automation you actually get depends far more on your macros, help-center content, and how you connect your backend systems than on the vendor's marketing.

Channels

Re:amaze goes broad here. It natively covers email, live chat, social media, SMS/MMS, VOIP calling, and Facebook Messenger — an unusually wide spread for the price, and a genuine reason multichannel stores pick it.

Gorgias covers the essentials — email, live chat, Facebook, Instagram, TikTok, and WhatsApp — with voice and SMS available as metered add-ons (per-ticket pricing, as of capture) rather than bundled. For a Shopify store focused on the big channels, that's fine; if you want voice and SMS in the box without extra per-message costs, Re:amaze's native breadth is the friendlier option.

Ease and onboarding

Both tools review well on usability. Re:amaze carries a ~4.7/5 on G2 with reviewers repeatedly praising an intuitive interface and responsive vendor support, though some note the search function could be sharper. Gorgias sits at ~4.6/5 on G2 and ~4.7/5 on Capterra (Gorgias on Capterra), with strong marks for its Shopify integration and setup — but recurring complaints about pricing surprises and inconsistent post-launch support.

Onboarding-wise, Gorgias is fast if you're on Shopify; migration tools are good and the ecommerce integration works out of the box. Re:amaze is straightforward for smaller teams and shines when you're wiring up multiple channels or storefronts.

Honest pros and cons

Gorgias — pros: Best-in-class Shopify order management inside the ticket; large, deep ecommerce app ecosystem; mature automation and a capable autonomous AI Agent; strong brand adoption among scaling DTC brands.

Gorgias — cons: Expensive as you scale; per-resolution AI billing on top of already steep tiers can surprise you; heavily Shopify-centric (thinner on BigCommerce and others); reviewers flag inconsistent support.

Re:amaze — pros: Affordable, predictable per-agent pricing; genuinely multichannel (SMS, VOIP, Messenger native); platform-agnostic across Shopify, BigCommerce, WooCommerce, Magento; consistently praised ease of use and support.

Re:amaze — cons: Shopify integration, while good, isn't as deep as Gorgias's; smaller integration library (~45 vs 150+); AI resolver is capable but generally rated a step behind Gorgias's.

Which should you choose?

• Scaling Shopify / Shopify Plus DTC brand, high ticket volume, order edits and refunds central to support? Choose Gorgias. The Shopify depth and app ecosystem justify the cost at scale — just budget for AI resolutions.
• Smaller store, or running BigCommerce / WooCommerce / Magento (or multiple storefronts)? Choose Re:amaze. Predictable per-agent pricing and platform-agnostic support fit better.
• Multichannel-first (SMS, voice, Messenger all matter) on a budget? Re:amaze wins on native channel breadth for the money.
• Want the deepest autonomous AI resolver and don't mind paying per resolution? Gorgias has the edge here today.

Still weighing the field beyond these two? Our best Gorgias alternatives roundup puts both in wider context.

Whichever help desk you pick, add the AI agent layer on top

Here's the part both comparisons tend to bury: the help desk you choose is where tickets land, not necessarily where they get answered. Gorgias and Re:amaze each ship their own AI, but if you want an AI agent that reasons over your policies, looks up real order and account data, and drafts or sends grounded replies across whichever help desk you standardise on, that layer sits on top of the platform rather than inside it. The broader category of AI agents for customer service exists for exactly this, and it's worth understanding the build-versus-buy tradeoff before committing.

Macha connects to Gorgias as a native connector — see the Macha + Gorgias integration — and reaches into your systems through a custom tool that turns a REST API into something the agent can call, so "where's order #4471?" gets answered instead of queued. Credits are consumed per AI action, not per resolution — the pricing page has the full breakdown.

FAQ

Is Re:amaze cheaper than Gorgias? Usually, yes — especially as you scale. As of capture, Re:amaze prices per user (Basic ~$29/user/mo) while Gorgias prices on ticket volume with steep upper tiers (Pro ~$471/mo, Advanced ~$1,227/mo) plus per-resolution AI billing. For a lean store, Re:amaze is typically the lower-cost pick; verify current pricing on each vendor's page.

Which is better for Shopify? Gorgias. Its Shopify integration is best-in-class — you can edit orders, issue refunds, and create discount codes inside the ticket. Re:amaze supports Shopify well too, but Gorgias goes deeper for Shopify-first stores.

Which supports more channels? Re:amaze covers more natively, including SMS/MMS, VOIP calling, and Messenger alongside email, chat, and social. Gorgias covers the major channels but treats voice and SMS as metered add-ons.

Does Gorgias charge extra for AI? Yes. As of capture, Gorgias bills its AI Agent / Automate features per resolved conversation on top of the plan fee, and those interactions can also count as tickets — a common source of pricing surprises.

Can I add AI to whichever help desk I choose? Yes. A layer like Macha runs on top of your existing help desk — Gorgias or Re:amaze — reading and writing the same tickets while looking up live data and drafting grounded replies. It complements the platform's own AI rather than replacing your help desk.

Ready to add an agent layer on top of your ecommerce help desk? Start a free trial of Macha and connect it in minutes.