Gorgias vs Front: Which is the right support platform in 2026?

Picking a customer support platform can feel like a huge commitment, can't it? If you get it right, your team is flying, and your customers are happy. But if you get it wrong, you're suddenly navigating complex workflows and evolving costs. Two names you'll see everywhere are Gorgias, the helpdesk built for e-commerce, and Front, the collaborative platform for team-wide communication.

This guide will give you a straight-up comparison of Gorgias vs Front. We’ll get into their features, pricing, who they’re really for, and, most importantly, what their AI and automation can do. By the end, you should have a much clearer idea of which one makes sense for your team in 2026.

What is Gorgias?

Simply put, Gorgias is a customer support helpdesk made for online stores. It was designed from day one to work smoothly with e-commerce platforms like Shopify, BigCommerce, and Magento. This lets your support agents see everything from emails to live chats to social media comments in one spot. The real magic, though, is having customer order data right there in the helpdesk. Agents can issue refunds or check on a shipment without having to switch tabs, which is a massive time-saver for any online brand.

What is Front?

Front is a different beast altogether. It's a customer operations platform that acts like a shared inbox, mixing in ticketing and automation. It isn't just for e-commerce; it's for any team managing a high volume of messages. Front pulls in email, SMS, live chat, and social media, letting your team work together behind the scenes. You can leave internal comments or draft replies together before hitting send. It’s built for those situations where teamwork and getting the full picture are essential to solving a customer's problem.

A deep dive into Gorgias vs Front features

While both platforms want to make customer communication easier, they go about it in different ways. Gorgias is laser-focused on making e-commerce support a breeze, while Front is all about getting your whole team to work together.

Specialization and target audience

• Gorgias lives and breathes e-commerce. Every feature is there to help online sellers solve customer problems faster. If your team is constantly answering questions about order status, returns, or product details, Gorgias was made for you.

• Front is more of a generalist platform. You'll find it in SaaS companies, logistics firms, and financial institutions, anywhere customer chats get complicated and need input from people in sales, support, and engineering.

Collaboration vs. e-commerce workflow

• Front is a champ when it comes to team collaboration. Things like shared drafts, assigning tasks within a single conversation, and easy internal comments make it feel like a command center for communication. It’s perfect for when a support ticket needs an engineer's eyes on it before a reply goes out.

• Gorgias is all about the e-commerce customer journey. The whole layout is designed to show customer data and order history at a glance, with buttons for common actions like "process refund." Collaboration is streamlined through efficient internal notes because the main idea is to give one agent everything they need to close the ticket on their own.

AI and automation capabilities

Both platforms use AI, but they focus on different goals.

• Gorgias’s AI is trained to automate the most common e-commerce questions. It can spot a "Where is my order?" ticket easily and answer it automatically with the latest shipping info. It works with a highly structured system of macros and rules that ensure consistency and speed.

• Front’s AI is more about helping agents, not replacing them. It can create conversation summaries or draft replies with its Copilot feature. This helps agents move quicker while a human remains involved in the resolution.

But here’s a common consideration with native AI: they often focus on the data within their own ecosystem. What happens when the answers your team needs are scattered across Confluence, Google Docs, and old support tickets? This is where a tool like eesel AI comes in. It acts as a smart AI layer that connects to your helpdesk and pulls knowledge from all your different sources, without you having to switch platforms.

Feature	Gorgias	Front
Primary Use Case	E-commerce Support	Collaborative Shared Inbox
Deep Shopify Integration	✅ (Order management in-app)	❌ (Basic data view only)
Team Collaboration	Streamlined (internal notes)	✅ (Shared drafts, comments, assignments)
Native AI Focus	E-commerce query automation	Agent assistance & summarization
Pricing Model	Ticket-based	Seat-based
Setup Flexibility	Optimized for e-commerce	General-purpose

Understanding the pricing structure

This is a big one. Gorgias and Front have different pricing models, which can affect your budget as you grow. Gorgias uses a model based on ticket volume, while Front charges per user.

Gorgias pricing: Ticket-based plans

Gorgias's pricing is based on how many "billable tickets" your team handles each month. A significant benefit of this model is that you can add as many users as you want on most plans, which is perfect for growing teams. This model allows you to scale your support operations efficiently during periods of high growth, such as flash sales or Black Friday.

• Starter: $10/month for 50 tickets.

• Basic: $60/month for 300 tickets.

• Pro: $360/month for 2,000 tickets.

• Advanced: $900/month for 5,000 tickets.

• Enterprise: Custom pricing.

If you go over your ticket limit, you’ll pay overage fees that reflect your increased volume. Additionally, Gorgias's advanced AI features are available on a per-resolution basis, ensuring you only pay for the value these automated interactions provide. For comparison, platforms like eesel AI offer straightforward monthly plans with no per-resolution fees, which some teams use as an additional layer.

Front pricing: Seat-based plans

Front's pricing is more traditional. You pay a set fee for each user, every month, which makes your costs easy to predict. This can be an investment as you add more people to your support team. A lot of the key AI and automation tools are also reserved for the more expensive plans or sold as add-ons.

• Starter: $25/seat/month (up to 10 seats).

• Professional: $65/seat/month (up to 50 seats).

• Enterprise: $105/seat/month.

AI add-ons like Autopilot are also available for an additional cost per resolution, or bundled into specific top-tier plans.

Connecting to your tech stack

A support tool is only as useful as its connections to the other apps you rely on. This is another area where Gorgias and Front show their different personalities.

Gorgias's e-commerce ecosystem

Gorgias is designed to be the command center for an e-commerce brand. It has over 100 integrations with everything from payment processors and shipping providers to loyalty apps and subscription services. This includes tools like:

• Shopify, BigCommerce, Magento

• Recharge, Skio

• Loop Returns, Returnly

• Klaviyo, Attentive, Postscript

Front's broader business integrations

Front, on the other hand, focuses on connecting with a wider set of business tools, especially CRMs and project management software. This makes it a natural fit for companies where support issues often need to be passed over to other teams. Its key integrations include:

• Salesforce, HubSpot

• Jira, Asana

• Slack and various phone applications

The potential of a unified AI layer

While both platforms offer powerful built-in AI, their systems typically focus on data within their respective environments. However, company knowledge often resides in multiple locations like Confluence, Google Docs, or Notion.

That's why a third-party AI layer can be a great enhancement. A tool like eesel AI plugs right into helpdesks like Gorgias and connects all of your knowledge sources - over 100 of them. You end up with a highly capable AI that works alongside the helpdesk you're already using. You can get it running in minutes and even test it on past tickets to see the impact before you turn it on for your customers.

A final recommendation

So, which platform should you go with for 2026?

• Choose Gorgias if you run an e-commerce store. As the industry leader for online brands, its ability to quickly solve customer questions about orders, shipping, and products is unmatched.

• Choose Front if your business isn't in e-commerce and you need a tool that helps your internal teams work together to manage complex customer problems.

Both platforms are mature, reliable solutions. The future of customer support is about enhancing these powerful platforms with smart, flexible AI. eesel AI provides that layer, offering control and access to all your scattered knowledge sources, providing a risk-free way to automate support and assist your agents within the Gorgias or Front ecosystem.

This video provides a detailed comparison to help you decide between Gorgias vs Front for your support needs in 2026.

Ready to see how a flexible AI layer can transform your support? Sign up for eesel AI for free or book a demo to see it in action.