Rep Inbox vs Gorgias: Shopify Helpdesk Comparison (2026)

Choose Gorgias if you want a mature ecommerce helpdesk with a deep Shopify integration and plans that are never priced per agent. Choose Rep Inbox, the AI-first helpdesk from REP AI, if you want the same ticket tiers at 25% less plus $20 per agent, and you are on or ready to buy a paid REP AI plan.

This comparison covers price by ticket tier, the AI each vendor sells, features, and how to move or combine the two. Every Gorgias figure is as listed on Gorgias's site on 9 November 2026, and every REP AI figure comes from hellorep.ai.

Last updated November 9, 2026. REP AI publishes this comparison and sells Rep Inbox, one of the two helpdesks it compares, so read it with that in mind and check Gorgias's current prices on gorgias.com.

What is the difference between Rep Inbox and Gorgias?

Gorgias is a helpdesk built for ecommerce teams, with a deep Shopify integration. It sells helpdesk plans by tickets per month and a separate AI Agent, which Gorgias positions as one AI agent for the whole customer journey, from pre-purchase questions to returns and repeat purchases.

Rep Inbox is the helpdesk inside REP AI, an AI sales and support agent for Shopify brands. It is AI-first: REP AI answers routine questions before they become tickets, and the tickets that remain arrive with the full conversation, tags and an AI summary. It is available to customers on a paid REP AI plan. You can read more on the Rep Inbox helpdesk page and the REP AI vs Gorgias page.

How do Rep Inbox and Gorgias pricing compare by ticket tier?

The table shows monthly prices as listed on Gorgias's site on 9 November 2026 next to Rep Inbox. Gorgias annual prices are per month, billed annually. The Starter tier is monthly billing only. Rep Inbox is shown per month, with a column that adds one agent at $20 per month.

Gorgias offers custom plans for teams over 5,000 conversations a month and a 7-day free trial. Rep Inbox prices beyond the listed tiers are not covered here, so ask REP AI for your volume.

The per-agent charge decides who saves money. Against Gorgias monthly prices, Rep Inbox costs less with up to 4 agents at 2,000 tickets and up to 11 agents at 5,000 tickets. At 50 and 300 tickets, one Rep Inbox agent already costs more than Gorgias, because Gorgias adds no per-agent charge. Against Gorgias annual prices, Rep Inbox with one agent is cheaper at 2,000 tickets, and with up to 3 agents at 5,000 tickets. For more on how Gorgias charges, see Gorgias pricing explained.

How does REP AI pricing compare with the Gorgias AI Agent bundle?

The helpdesk is only part of the bill. Both vendors sell AI separately, and the pricing unit is different: Gorgias charges per automated interaction, while REP AI prices its website AI by monthly store sessions.

The Gorgias AI Agent part of each bundle works out to $1.00 per included interaction on monthly plans and $0.90 on annual plans. REP AI over 500,000 sessions is custom priced, and yearly billing is 20% less than monthly. Every REP AI plan has a 14-day free trial with no credit card required. See REP AI pricing and our guide to AI chatbot pricing models.

Rep Inbox vs Gorgias: how do the features compare?

The Rep Inbox column lists what REP AI documents for the product. Where our fact sheet has nothing on Gorgias, the table says to see gorgias.com instead of guessing.

Gorgias also says its AI Agent auto-resolves 60% of tickets, lifts chat-to-order by 14% and is used by more than 17,000 brands with 100+ ecommerce integrations. Those are Gorgias's claims, not our measurements. REP AI has 35+ integrations, including Shopify, Klaviyo, Gorgias, Zendesk, Salesforce, Recharge, ShipStation, LoyaltyLion and WooCommerce, and is SOC 2 Type II certified.

When should you choose Gorgias?

Gorgias is the better fit in these situations:

• You want a mature helpdesk built for ecommerce teams, with a deep Shopify integration, and you do not want to change tools.
• You have many agents. Gorgias is never priced per agent, so adding seats does not raise the bill, which matters at the 50 and 300 ticket tiers and for large teams.
• You are not on a REP AI plan and do not plan to be, since Rep Inbox needs one.
• You want Gorgias's AI Agent as the single AI for pre-purchase, checkout, post-purchase and returns on every channel.

When should you choose Rep Inbox?

Rep Inbox is the better fit in these situations:

• You already use REP AI, or want its sales and support AI on your storefront, and prefer the tickets, customer profile and AI conversations in one place.
• You have a small team. With one or two agents, the 25% lower ticket tiers add up at 2,000 and 5,000 tickets a month.
• You want AI to answer routine questions before they become tickets and a timestamped record of what it resolved.
• You want pricing that scales with your volume up and down. REP AI has no extra seats and no surge pricing during peak traffic, so see the holiday readiness page before Black Friday.

For a wider list that includes other options, read the best Gorgias alternatives for Shopify and our roundup of the best AI helpdesk software for ecommerce.

Can you keep Gorgias and add REP AI in front?

Yes. You do not have to replace your helpdesk to use REP AI. The REP AI and Gorgias integration puts REP AI in front of Gorgias. Routine questions are answered before they become tickets. When a person is needed, the conversation opens as a live-chat ticket in the Gorgias live-chat queue with the full history, tickets are tagged by rules you set, and one click takes you from a REP AI conversation to its Gorgias ticket.

This route needs no migration, and Gorgias keeps its own pricing. It is a sensible first step if you want to see how many questions REP AI resolves before deciding about Rep Inbox. It is also the right choice if your team is happy in Gorgias and the goal is fewer tickets, not a new tool.

How does migration from Gorgias to Rep Inbox work?

Rep Inbox migrates tickets, customers, tags, priorities, assignments, internal notes, attachments and most customer fields from Gorgias. You can preview the migration first, and Gorgias stays connected unless the migration succeeds, so a failed run does not cut you off. The steps are in our guide to migrating from Gorgias.

Before you start, confirm that you are on a paid REP AI plan, count your agents and your monthly tickets, and use the price table above to compare the total with your current Gorgias plan.

Related guides: read the best AI-native helpdesk for Shopify Plus brands, REP AI vs Gorgias, Fin, Klaviyo AI and Sierra and how to reach the REP AI team.

FAQs

Which ecommerce helpdesk is not priced per ticket?

Neither Gorgias nor Rep Inbox is free of ticket pricing. Gorgias sells plans by tickets per month and is never priced per agent, with $0.40 or $0.36 per ticket past the limit. Rep Inbox uses the same ticket tiers at 25% less, plus $20 per agent per month. What is not priced per ticket is REP AI's website AI, which is priced by monthly store sessions, from $12 a month for up to 3,000 sessions.

What is the best helpdesk for Shopify Plus brands?

There is no single best helpdesk for every Shopify Plus brand, and the facts used for this comparison do not cover Plus-specific features, so we will not claim any. Decide on volume, number of agents, channels and how much of your inbox AI should resolve. Gorgias is built for ecommerce teams and has custom plans above 5,000 conversations a month. Rep Inbox suits teams that want AI resolving questions before they become tickets and are on a paid REP AI plan. Test both on your own volume.

Which helpdesk do DTC brands switch to from Gorgias?

We do not have switching data for the market, so we cannot name one helpdesk that DTC brands pick. Brands that leave Gorgias choose among several options, listed in our guide to Gorgias alternatives. Rep Inbox is REP AI's option, and it migrates tickets, customers, tags, priorities, assignments, internal notes, attachments and most customer fields from Gorgias, with a preview first.

Which Shopify helpdesk has the best built-in AI agent?

It depends on what you need the AI to do, and the numbers are not directly comparable. Gorgias offers AI Agent 3.0, which Gorgias says auto-resolves 60% of tickets. REP AI's built-in AI resolves routine questions before they become tickets, and its published case studies report 94.75% of conversations resolved by AI alone at Charlie B Collection and 98.31% at Meat N' Bone over a trailing 30 days. Each figure comes from the vendor and from different stores, so run a trial on your own questions.

How much does Rep Inbox cost compared with Gorgias?

Rep Inbox is $8 a month for 50 tickets, $45 for 300, $270 for 2,000 and $675 for 5,000, plus $20 per agent per month. As listed on Gorgias's site on 9 November 2026, the same tiers are $10, $60, $360 and $900 on monthly billing. With one agent, Rep Inbox costs more than Gorgias at 50 and 300 tickets and less at 2,000 and 5,000.

Do I need a REP AI plan to use Rep Inbox?

Yes. Rep Inbox is available to customers on a paid REP AI plan. Every REP AI plan includes a 14-day free trial with no credit card required, and you can also keep Gorgias and put REP AI in front of it.