Gorgias
Gorgias is a specialized customer service platform designed for e-commerce merchants to centralize support tickets, automate repetitive responses, and drive sales through personalized customer interactions across multiple channels.
Hesk
Hesk is a lightweight help desk software that allows you to manage customer support tickets, organize inquiries, and build a self-service knowledge base to reduce your support volume.
Quick Comparison
| Feature | Gorgias | Hesk |
|---|---|---|
| Website | gorgias.com | hesk.com |
| Pricing Model | Subscription | Freemium |
| Starting Price | $10/month | Free |
| FREE Trial | ✓ 7 days free trial | ✓ 30 days free trial |
| Free Plan | ✘ No free plan | ✓ Has free plan |
| Product Demo | ✓ Request demo here | ✓ Request demo here |
| Deployment | ||
| Integrations | ||
| Target Users | ||
| Target Industries | ||
| Customer Count | 0 | 0 |
| Founded Year | 2015 | 2005 |
| Headquarters | San Francisco, USA | Ljubljana, Slovenia |
Overview
Gorgias
Gorgias is a dedicated help desk built specifically for online store owners who want to turn customer support into a profit center. You can manage all your customer communication—including email, live chat, voice, SMS, and social media—from a single, unified dashboard. By connecting directly to your e-commerce store, it displays customer order history and tracking information right next to your support tickets, so you never have to toggle between tabs to answer a simple question.
You can automate up to 20% of your support volume using smart templates and automated rules that pull data directly from your Shopify, BigCommerce, or Magento store. This allows you to provide instant responses to common inquiries like 'Where is my order?' while freeing up your team to handle more complex issues. Whether you are a growing brand or an established enterprise, the platform helps you scale your support operations without losing the personal touch your customers expect.
Hesk
Hesk is a streamlined help desk solution designed to help you manage customer support without the complexity of enterprise tools. You can track, organize, and resolve tickets efficiently through a clean interface that prioritizes speed. By setting up a customized knowledge base, you empower your customers to find answers themselves, which significantly cuts down the number of repetitive support requests your team receives daily.
The software is particularly flexible, offering both a free self-hosted version for complete control and a managed cloud-based service for instant setup. Whether you are a small business owner or an IT manager, you can customize fields, categories, and workflows to match your specific support process. It focuses on the essential features you need to keep customers happy without overwhelming your staff with unnecessary bells and whistles.
Overview
Gorgias Features
- Unified Help Desk Manage email, chat, phone, and social media messages in one place to ensure no customer inquiry ever falls through the cracks.
- Deep E-commerce Integration View, refund, or edit orders directly within the support ticket without ever leaving the Gorgias interface.
- Automated Macros Create personalized response templates that automatically pull in customer names and tracking numbers to save your team hours of typing.
- Intent Detection Use AI to automatically categorize tickets based on customer intent, like shipping updates or product questions, for faster routing.
- Proactive Live Chat Trigger chat campaigns based on customer behavior to offer help or discounts exactly when they are most likely to buy.
- Revenue Tracking Measure the direct impact of your support team on sales by tracking conversions that happen after a customer interaction.
Hesk Features
- Ticket Management. Organize incoming requests into categories, assign urgency levels, and track every conversation from start to finish in one place.
- Integrated Knowledge Base. Create articles and FAQs so your customers can solve common problems instantly without needing to open a support ticket.
- Canned Responses. Save time by creating pre-written replies for common questions, allowing you to respond to customers with just two clicks.
- Custom Data Fields. Tailor your submission forms by adding custom fields to collect the exact information you need from your users.
- Email-to-Ticket Pipe. Convert incoming customer emails directly into support tickets automatically so you never miss a message from your inbox.
- Staff Collaboration. Assign tickets to specific team members and use internal notes to collaborate on complex issues behind the scenes.
Pricing Comparison
Gorgias Pricing
- 50 tickets per month
- 3 user seats included
- Shopify & BigCommerce apps
- Email and Chat channels
- Self-service portal
- Macro library access
- 300 tickets per month
- Unlimited user seats
- Everything in Starter, plus:
- 150+ integrations
- Support for multiple stores
- Office hours support
Hesk Pricing
- Unlimited tickets and users
- Knowledge base included
- Community support access
- Full source code access
- Requires your own web server
- Everything in Free, plus:
- Fully managed cloud hosting
- Daily automated backups
- Free technical support
- Automatic software updates
- SSL certificate included
Pros & Cons
Gorgias
Pros
- Seamless integration with Shopify allows instant order edits
- Unified inbox significantly reduces response times across channels
- Automation rules effectively handle repetitive 'where is my order' queries
- Pricing based on tickets allows for unlimited team members
- Easy setup process gets teams running in minutes
Cons
- Ticket-based pricing can become expensive during peak seasons
- Mobile app functionality is limited compared to desktop
- Steep learning curve for complex automation rules
Hesk
Pros
- Extremely lightweight and fast performance
- Free version offers unlimited tickets and staff
- Simple setup process for non-technical users
- Knowledge base helps reduce support ticket volume
Cons
- Interface feels dated compared to modern SaaS
- Limited advanced automation and reporting features
- Self-hosted version requires manual maintenance