Sistava

Gorgias

Ecommerce helpdesk built around the Shopify order behind every ticket

About Gorgias

Gorgias is a full ecommerce helpdesk built around the ticket and the Shopify order behind it. Its AI Agent resolves tickets autonomously and takes native commerce actions like order lookups, refunds and address changes. Ten years old, $104M raised and deeply embedded in the Shopify ecosystem. Sistava is not a helpdesk. It is a workforce where a support employee is one hire among several, all sharing memory, on a plan that does not bill per interaction.

Platform details

Official website

Why ecommerce brands pick Gorgias

Because it understands orders. A generic helpdesk sees a ticket that mentions an order number. Gorgias sees the order: what was bought, when it shipped, whether it is late, what the customer is owed. The agent, human or AI, can issue the refund without leaving the ticket. That integration depth is why it holds the Shopify segment despite plenty of cheaper alternatives. Support in ecommerce is mostly where is my order and I want to return this, and both are order questions rather than knowledge questions. It also attributes revenue to support conversations, which turns the team from a cost centre into something you can defend in a budget meeting.

The per-interaction pricing problem

Gorgias plans start at $40 a month, but the AI Agent is billed separately at $0.90 to $1.00 per interaction. On a store handling 3,000 AI interactions a month, that is $2,700 to $3,000 on top of the plan. The uncomfortable dynamic is that the better the AI performs, the more you pay. Every ticket it resolves is a charge. Compare that to eesel AI at $0.40 per ticket with no platform fee, or to a flat credit pool where volume does not translate directly into invoice. It is not unfair pricing, and it aligns vendor incentives with resolution rather than deflection. But model your real volume before assuming the $40 tier is the number.

Gorgias or a workforce?

If you are a Shopify brand with real ticket volume, Gorgias is a strong purchase and this is not a close comparison on support alone. Nothing generalist matches its commerce depth. The question is what else is unstaffed. If support is handled and marketing, outbound and back office are not, a support-only tool leaves the rest of the gap open, and the total bill for five point tools adds up quickly. A reasonable pattern for a growing store is Gorgias for support and a workforce for everything else, and a reasonable pattern for a small store is one workforce covering all of it until volume justifies the specialist.

Comparison