Compare/message.com vs Gorgias

Head to head

message.com vs Gorgias

Gorgias is the Shopify-native helpdesk, priced by ticket volume rather than by seat, with the deepest ecommerce integration in the category. message.com is a flat-priced unified inbox with grounded AI, unlimited agents, and a phone channel, and it works on any platform. For a growing store the central question is whether you want a bill that moves with ticket volume or one that stays flat.

The short version

Gorgias is billed by ticket volume, not by seat: Starter is $10 a month for 50 tickets, Basic is $60 for 300, Pro is $360 for 2,000, and Advanced is $900 for 5,000, with overages around $0.36 to $0.40 per ticket beyond your cap and the AI Agent metered separately. message.com Business is $19 a month flat with no ticket caps, unlimited agents, and chat, tickets, phones, and grounded AI all included. Gorgias wins on Shopify depth: ecommerce macros, auto-tagging, and per-ticket revenue attribution. message.com wins on predictable pricing that does not spike during a sale, a true multi-channel inbox, and AI that is included rather than metered.

Feature by feature

Head-to-head

Feature

message.com

Gorgias

Pricing model

Flat, unlimited agents

Per ticket volume, capped tiers

Tickets

✓Included from $12 a month, no caps

Capped per tier, overages ~$0.36 to $0.40

Chat

✓Included from $6 a month

Add-on

Phone system

✓Included from $19 a month

Voice add-on

Shopify integration

Live order and cart data

Best in class

✓Grounded on Business, flat $19

AI Agent metered separately

Ticket spikes

✓Price unchanged at any volume

Overage fees or forced upgrade

Free trial

14 days, no card

Trial, then volume tiers

Pricing

Pricing, compared

Gorgias prices by ticket volume rather than by seat, which is unusual and makes a seat slider misleading, so there is no calculator on this page. The tiers are Starter at $10 a month for 50 tickets, Basic at $60 for 300, Pro at $360 for 2,000, and Advanced at $900 for 5,000, with overages of roughly $0.36 to $0.40 per ticket once you pass your cap and the AI Agent metered on top. The trap is the cap: a viral product or a seasonal rush pushes you into overages or a forced upgrade right when volume is highest. message.com Business is $19 a month flat with no ticket caps, so the bill does not move when support spikes. See tickets, chat plans, message AI, and the ecommerce support use case. Compare also with Richpanel.

The verdict

Where message.com wins

No ticket capsYour support cost does not move when a viral product or a seasonal rush drives a spike in tickets. Gorgias bills overages or forces an upgrade exactly when volume peaks. message.com Business stays $19 a month flat at any volume. See why teams switch.
True multi-channel inboxChat, email, calls, and social land in one inbox on one customer profile. On Gorgias, chat and voice are add-ons layered onto the ticket bill. See the unified inbox.
AI included, not meteredmessage AI uses your live Shopify data and help center to draft replies with the source cited, included on the $19 Business plan. The Gorgias AI Agent is metered separately, so AI cost scales with resolutions. See message AI.

Switching from Gorgias?

Gorgias supports JSON ticket export. We import tickets, customer profiles, macros, and Shopify links, and conversation history is preserved on each customer record. See the Shopify order sync tutorial, and plan a short parallel run to validate routing before the full cutover.

FAQ

Questions

Is message.com cheaper than Gorgias?

Usually, and the gap widens as you grow. Gorgias bills by ticket volume: $10 for 50 tickets, $60 for 300, $360 for 2,000, and $900 for 5,000 a month, plus overages of about $0.36 to $0.40 per ticket and metered AI on top. message.com Business is $19 a month flat with no ticket caps, unlimited agents, and chat, phones, and grounded AI included, so a busy month costs the same as a quiet one.

Why does Gorgias get more expensive during a sale?

Gorgias caps tickets per tier, so a seasonal rush or a viral product pushes you past your cap into per-ticket overages or a forced upgrade right when volume peaks. message.com does not cap tickets and the price never changes with volume, so your support bill is predictable through your busiest periods.

Will message.com see my Shopify orders?

Yes. The Shopify integration pulls live orders and abandoned carts into the customer record, so agents and grounded AI both have order context while replying. Gorgias goes deeper on ecommerce-specific automation, but the core live order data is present in message.com.

Can I migrate my data from Gorgias?

Yes. Gorgias supports JSON ticket export, and we import tickets, customer profiles, macros, and Shopify links into message.com with conversation history preserved on each customer record. Macros map to message.com saved replies.

How long does migration from Gorgias take?

Most stores complete it in a day to a few days. Ticket and profile import runs in the background while you reconnect Shopify and your email domain. We recommend a short parallel run to validate routing and order context before cutting over.

Does message.com include phones that Gorgias charges extra for?

Gorgias sells voice as an add-on on top of its ticket-volume bill. message.com includes inbound and outbound calling, voicemail, and Smart Hold on the $19 Business plan, landing in the same inbox as chat and email at no extra cost.

See why teams pick message.com.

One inbox for chat, tickets, and phone, with grounded AI included. 14 days free, no credit card.

Start free trial →