CaseKit vs Gorgias
Gorgias is the best-known ecommerce helpdesk in the Shopify ecosystem, and it is a strong product. The question is not which is better in the abstract — it is whether you want your support workflow to move into a dedicated helpdesk or stay in Gmail.
- Gmail is and will stay your support inbox
- Email is your dominant support channel
- WISMO and order questions are most of your volume
- You want setup measured in minutes, not a migration
- A flat, predictable $19/month suits you better than usage billing
- You need chat, social and email in one queue
- Ticket management, assignment and SLAs matter
- You want Shopify actions like refunds from the helpdesk
- You want broad automation and AI deflection
- Support reporting is a core requirement
Side by side
| Requirement | CaseKit | Gorgias |
|---|---|---|
| Agent workspace | Your existing Gmail | Gorgias helpdesk inbox |
| Channels | Email in Gmail | Email, chat, social and more |
| Shopify order context | Core design, read-only | Deep native integration |
| Shopify actions (refund, cancel) | Not supported | Supported |
| Ticketing, assignment, SLAs | No | Yes |
| WISMO-specific scenario logic | Core design | Via broader automation and rules |
| Automatic sending | Never — human sends | Automation and AI Agent can respond |
| Setup effort | Install and connect the store | Helpdesk setup and migration |
| Pricing model | Flat $19/mo, up to 3 members | By billable tickets, seats unlimited |
| Entry price | $0 Free, $19/mo Pro | From $10/mo for 50 tickets |
Competitor details verified 29 August 2026. Pricing changes often — check the official page before deciding. Gorgias pricing.
How the two pricing models behave
This is usually the deciding factor, and it is not about which number is smaller today.
Gorgias scales with tickets
Because billing is by billable ticket rather than by seat, you can add teammates freely but your bill tracks support volume. Plans include a monthly ticket allowance with per-ticket overage beyond it, and the AI Agent is charged per automated resolution on top. A busy season raises the bill.
CaseKit is flat
$19 a month for the workspace with up to 3 members, whatever your ticket volume does. The trade-off is that you are buying a narrower product: order context and replies in Gmail, not a support platform.
Gorgias pricing in detail
Gorgias bills by billable ticket rather than by agent seat, which is unusual and changes how you should budget.
| Plan | Monthly | Annual | Included tickets |
|---|---|---|---|
| Starter | $10/mo | — | 50 |
| Basic | $60/mo | $50/mo | 300 |
| Pro | $360/mo | $300/mo | 2,000 |
| Advanced | $900/mo | $750/mo | 5,000 |
| Enterprise | Custom quote | 5,000+ | |
| CaseKit Pro | $19/mo | $190/yr | Unlimited replies, up to 3 people |
Annual billing on Gorgias works out around 16% cheaper. Agent seats are effectively unlimited on paid plans. Tickets beyond your allowance are charged per ticket, and the AI Agent is billed separately per automated resolution on top of the plan. Verified 29 August 2026 — check the official page before budgeting.
The same WISMO ticket, in both tools
A customer emails asking where order #10582 is, with no order number in the subject.
The email arrives as a ticket in the Gorgias inbox. The Shopify sidebar shows the customer and their orders, and you can act on the order from there — refund, cancel, duplicate. You pick a macro, the variables fill in, you send. Rules and the AI Agent can handle some of these without you.
What you gave up: your team works in Gorgias now, not Gmail.
The email is in Gmail as usual. The card on the right already shows Sarah Johnson, #10582, in transit with DHL, and a reply written against that status. You read it, press Insert reply, send.
What you gave up: no ticket queue, no refunds from the panel, no chat or social.
Switching cost, both directions
Gmail → Gorgias
Connect the mailbox, rebuild macros as Gorgias macros, set up rules and views, train the team on a new inbox. Days to weeks, and the team's muscle memory resets.
Gmail → CaseKit
Install the extension, connect Shopify read-only. About a minute, and nobody learns a new inbox.
CaseKit → Gorgias later
Nothing to unwind. CaseKit stores no tickets and no message history, so leaving is uninstalling. That is the point of starting light.
Where Gorgias is clearly stronger
A comparison that pretends otherwise would not help you decide.
Omnichannel
CaseKit handles email in Gmail. Gorgias centralises multiple channels into one workspace, which CaseKit does not attempt.
Shopify actions
Gorgias supports acting on Shopify from the helpdesk. CaseKit is read-only by design and cannot refund, cancel or edit an order.
Support operations
Assignment, SLAs, views, rules and reporting are helpdesk capabilities. CaseKit has a basic usage view and nothing resembling a queue.
CaseKit and Gorgias: common questions
Does CaseKit replace Gorgias?
How does Gorgias pricing work?
Is Gorgias better at Shopify than CaseKit?
Can I use both?
Which is cheaper?
Try CaseKit before you commit to a migration
Free plan, about two minutes to set up, and nothing to undo if you decide a helpdesk is the right answer.