Re:amaze vs Gorgias: Which helpdesk wins for your store in 2026

Choosing the right helpdesk for your e-commerce store can feel like a big decision. You need something that handles customer conversations efficiently, integrates with your existing tools, and scales as you grow. Two popular options are Re:amaze and Gorgias, both built with online stores in mind but taking different approaches to pricing and features.

Let's break down how these platforms compare so you can make an informed choice for your business.

What is Re:amaze?

Re:amaze is a multichannel customer messaging platform designed for e-commerce stores, SaaS companies, and online businesses. It brings together email, live chat, social media, SMS, and voice calls into a single unified inbox, so your support team can manage all customer conversations without switching between tools.

The platform emphasizes simplicity and includes built-in features that many competitors charge extra for or require third-party integrations to access. Notable brands using Re:amaze include Animatron, Naturelo, and Caulipower. If you're already using Re:amaze and want to add AI capabilities, we integrate directly with Re:amaze to enhance your existing setup.

What is Gorgias?

Gorgias positions itself as the helpdesk built specifically for e-commerce, with particularly deep integration into Shopify. The platform serves over 15,000 brands globally, including names like OLIPOP, Bokksu, and Princess Polly. Gorgias is actually a Shopify Premier Partner for customer experience, and 40% of the top 1,500 Shopify stores use their platform.

The core value proposition centers on conversational AI that can handle support tickets autonomously while tracking how support interactions impact revenue. For a deeper dive into their pricing structure, check out our complete Gorgias AI pricing breakdown.

Feature comparison

Multichannel support

Both platforms cover the essential channels: email, live chat, Facebook, Instagram, and WhatsApp. Where they differ is in the extended channel support.

Re:amaze goes broader, adding Twitter/X, VOIP calling, and SMS/MMS natively into the platform. This makes it a better fit if your customers are active on X or if you want phone support without additional add-ons.

Gorgias focuses on the core e-commerce channels and does them well. Voice and SMS are available as add-ons rather than built-in features. The platform recently added TikTok support, reflecting its e-commerce-first approach.

AI and automation

This is where the two platforms diverge significantly.

Gorgias has invested heavily in autonomous AI. Their AI Agent can resolve up to 60% of support tickets without human involvement, handling actions like order tracking, returns, refunds, and even generating discount codes. It integrates with over 100 e-commerce tools to take real actions, not just provide answers. There's also an AI Shopping Assistant for pre-sales conversations that can recommend products and convert browsers into buyers.

Re:amaze offers AI assistance but takes a different approach. Their AI features (currently in beta) focus on helping agents draft responses, summarizing long conversations, and gauging sentiment. For automation, Re:amaze relies on built-in chatbots (Hello Bot, Order Bot, FAQ Bot, and Custom Bots) and workflow triggers rather than fully autonomous resolution.

Self-service features

Re:amaze excels here with a built-in knowledge base that doubles as training material for their AI Agent. You also get status pages for proactive communication during outages and four types of chatbots for different use cases.

Gorgias requires a HelpDocs integration for knowledge base functionality and doesn't offer native chatbots in the traditional sense. Instead, they rely on auto-replies and their AI Agent for automated responses.

If you're evaluating chatbot options across platforms, our guide to the best AI chatbots for helpdesks covers what to look for.

E-commerce integrations

Gorgias leads on integration quantity with 189 apps in their library, including deep connections with Klaviyo, Recharge, Loop Returns, Yotpo, and Attentive. The Shopify integration is particularly robust, letting you edit orders, process refunds, and create discount codes directly from the ticket view.

Re:amaze offers around 45 integrations, covering the major e-commerce platforms (Shopify, BigCommerce, WooCommerce) plus tools like Klaviyo, Smile.io, and ShipStation. The integration list is more curated but covers the essentials most stores need.

Reporting and analytics

Gorgias includes a revenue dashboard that tracks how support interactions translate into sales, along with standard support metrics like response time and resolution rates.

Re:amaze focuses more on conversation analytics and includes live customer activity tracking, so you can see what customers are browsing in real time.

Pricing breakdown

The pricing models couldn't be more different, and this alone might determine which platform makes sense for you.

Gorgias pricing (conversation-based)

AI Agent interactions cost $0.90-$1.00 per resolved conversation. Overages range from $0.40 per ticket on Starter to $32 per 100 tickets on Enterprise.

Re:amaze pricing (per-agent)

Re:amaze offers a 14-day free trial with all Plus features included. Gorgias offers a 7-day trial.

Which pricing model saves you money?

Let's look at two scenarios:

Small team, high volume: You have 2 support agents handling 800 tickets per month.

• Gorgias Pro: $360/month (unlimited users, 2,000 tickets included)
• Re:amaze Pro: $98/month (2 agents at $49 each)
• Winner: Re:amaze

Growing team, moderate volume: You have 5 agents handling 1,500 tickets per month.

• Gorgias Pro: $360/month
• Re:amaze Pro: $245/month (5 agents at $49 each)
• Winner: Re:amaze, but the gap narrows

The math generally favors Re:amaze for smaller teams, while Gorgias becomes more competitive as ticket volume grows relative to team size. The unlimited users on Gorgias plans mean you can have seasonal staff or managers access the platform without extra cost.

Ease of use and setup

Both platforms are rated 4.6/5 on G2, so users are generally satisfied with either choice. Digging into the specifics:

Re:amaze scores slightly higher for setup ease (8.9/10 vs 8.8/10) and administration (9.4/10 vs 9.2/10). Users often mention how quickly they can get started and the intuitive interface.

Gorgias edges ahead on ease of use (9.1/10 vs 9.0/10) and the quality of support provided. The learning curve is manageable, though some users note that unlocking the platform's full potential, especially the AI features, takes time.

Who should choose Re:amaze?

Re:amaze makes the most sense for:

• Smaller e-commerce stores with 1-3 support agents
• Businesses that want built-in knowledge base and chatbots without extra integrations
• Teams that need VOIP or Twitter/X support as part of their channel mix
• Companies that prefer predictable per-agent pricing
• Brands wanting proactive customer communication through status pages
• Stores that value live customer activity monitoring

Who should choose Gorgias?

Gorgias is the better fit for:

• Scaling e-commerce stores with growing ticket volumes
• Shopify-focused businesses wanting the deepest possible platform integration
• Teams ready to embrace autonomous AI for ticket resolution
• Businesses that want to track support's direct impact on revenue
• Stores needing extensive app integrations (100+)
• Brands with seasonal staffing needs that benefit from unlimited users

For more insights on getting the most from Gorgias, browse our Gorgias AI resources.

A modern alternative: eesel AI

While both Re:amaze and Gorgias are solid choices, there's another approach worth considering. Rather than replacing your existing helpdesk, what if you could add an AI teammate that works alongside your current setup?

This is where we come in. eesel AI integrates with both Re:amaze and Gorgias (plus Zendesk, Freshdesk, and others) to add autonomous AI capabilities without migrating platforms.

Here's what makes our approach different:

• Progressive rollout: Start with AI drafting replies for review, then level up to full autonomy as confidence grows
• Higher resolution rates: Up to 81% autonomous resolution compared to Gorgias's 60%
• Plain-English control: Define escalation rules and behaviors in natural language, no complex configuration
• Works with your stack: Keep your existing helpdesk, add AI on top
• Fast payback: Typical payback period under 2 months

We also offer AI Copilot for teams that want assistance without full automation, and AI Triage to handle ticket routing and hygiene automatically.

For a broader look at the AI support landscape, check out our roundup of top AI customer service tools. Our pricing starts at $299/month for teams, with no per-seat fees.

Making your decision

Bottom line? Choose Re:amaze if you want predictable costs, built-in self-service features, and broader channel support. Choose Gorgias if you're scaling fast, heavily invested in Shopify, and want autonomous AI handling a significant portion of your tickets.

And if you already have a helpdesk you like but want to add serious AI capabilities, we're here to help. You don't have to start over to get the benefits of modern AI support.