Best Gorgias alternatives in 2026
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The best Gorgias alternatives, scored on six published criteria, are Keeyu at 50 out of 60 and Siena AI at 26. Gorgias scores 23. Keeyu published this page and is ranked on it, so every cell is printed, including the six where a helpdesk beats Keeyu on running without a human.
Gorgias is a helpdesk: it answers the ticket. Keeyu is proactive e-commerce operations: it fixes the order, and it integrates with Gorgias rather than replacing the inbox. Every order is a promise. Keeyu keeps the promise.
Gorgias alternatives compared at a glance
This page scores what happens when the ticket is a broken order. Seven of the eight tools start work when a customer writes in. The order below is the rank.
Vendor | Total /60 | What starts it | What it acts on |
|---|---|---|---|
Keeyu | 50 | Operational data, before anyone writes | Goods, money, the warehouse and the carrier claim |
Siena AI | 26 | A customer message | Shopify refunds, labels and replacements |
Gorgias | 23 | A customer message | Shopify cancels, refunds, reships and returns |
Gladly | 21 | A customer message | Returns, exchanges and discounts |
Richpanel | 21 | A customer message | Returns and exchanges; money and order edits after approval |
Intercom Fin | 20 | A customer message | Refunds, cancellations and returns |
Freshdesk (Freshworks) | 17 | A customer message | Refunds and order updates by API |
Zendesk | 15 | A customer message | Actions through integrations and apps |
How this list is ranked
Six criteria, each out of 10, equal weight, total out of 60. Every score comes from the vendor's own published documentation, Keeyu's included, so you can open the source and disagree.
# | Criterion | What you can check |
|---|---|---|
1 | Detection source | Operational data (carrier scans, inventory, OMS, payment), or only a customer message? |
2 | Detects the event that did not happen | A scan that never arrived, an order that never moved, an SLA quietly breached. |
3 | Acts on the order, not the message | Reship, refund, replace, escalate to the 3PL, write back to the OMS. |
4 | Runs without an agent touching it | Documented autonomous resolution, not a suggestion waiting for a click. |
5 | Reaches the customer before they contact you | The outbound fires on detection, not on an inbound ticket. |
6 | Documented time from event to resolution | A published number, or a workflow with a clock on it. |
Helpdesks are built to answer, so they score low on criteria 1, 2 and 5 by design. Most score high on criterion 4, and that is where Keeyu loses.
The full scorecard
Bold marks a cell where a rival beats Keeyu.
Vendor | 1 | 2 | 3 | 4 | 5 | 6 | Total |
|---|---|---|---|---|---|---|---|
Keeyu | 9 | 9 | 9 | 7 | 9 | 7 | 50 |
Siena AI | 6 | 2 | 7 | 8 | 3 | 0 | 26 |
Gorgias | 3 | 2 | 8 | 8 | 2 | 0 | 23 |
Gladly | 3 | 0 | 7 | 9 | 2 | 0 | 21 |
Richpanel | 3 | 0 | 7 | 9 | 2 | 0 | 21 |
Intercom Fin | 3 | 0 | 6 | 9 | 2 | 0 | 20 |
Freshdesk (Freshworks) | 3 | 0 | 6 | 8 | 0 | 0 | 17 |
Zendesk | 3 | 0 | 5 | 7 | 0 | 0 | 15 |
1 cell ties Keeyu without beating it: 1 on criterion 4, running unattended.
1. Keeyu
50 / 60. Proactive e-commerce operations: it watches payment, fulfillment, shipping and returns, and acts on the order before the customer writes in.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 9 | Payment, fulfillment, shipping and returns, across storefront, ERP, WMS, carrier and payment integrations. Not 10: no monitoring cadence published. |
2. The event that did not happen | 9 | "Detect no movement for 24 to 48 hours", unshipped past cutoff, SLA breaches. Not 10: no expected-hop model. |
3. Acts on the order | 9 | Highest on this page. Cancel, raise a new order on express, push to the warehouse, notify, file the carrier claim. Not 10: split shipments undocumented. |
4. Runs without an agent | 7 | Six rivals beat it: Gladly, Richpanel and Intercom Fin 9; Siena AI, Gorgias and Freshdesk 8. "Proactive doesn't mean unattended: your team approves the plays, the system runs them." |
5. Reaches the customer first | 9 | Outbound fires on detection and offers a resolving choice. Held at 9: the product page frames alerts as internal. |
6. Documented time to resolution | 7 | A before-and-after clock for a named customer. Held at 7: the same figure appears at two scopes on keeyu.com. |
Where it loses
Criterion 4, above: six helpdesks here act alone more often than Keeyu does. And Keeyu is not an inbox. It answers no tickets, the job every other tool on this page is built for.
Buy it if
Buy Keeyu if your tickets are broken orders and you want the order fixed before the customer writes, beside the helpdesk you keep.
2. Siena AI
26 / 60. An AI agent for Shopify support that settles order tickets end to end, the highest-scoring helpdesk here.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 6 | Tracking across 2,000 or more carriers plus order, subscription, returns and payment reads. Held at 6: it pulls that data when a customer asks. |
2. The event that did not happen | 2 | Proactive delay detection carries a Coming Soon badge on its order tracking page as of 2026-09-23. Scored as not shipped. |
3. Acts on the order | 7 | Address updates, labels, full and partial refunds, replacements and subscription changes in Shopify. Not higher: no 3PL write-back or carrier claim. |
4. Runs without an agent | 8 | Beats Keeyu, 8 against 7. "Siena handles the full lifecycle of interactions autonomously." Not higher: its up-to-80% figure is an automation rate, not measured resolution. |
5. Reaches the customer first | 3 | Its first proactive feature follows up on an open ticket, so the outbound still starts from an inbound. |
6. Documented time to resolution | 0 | Not documented. Its 90% faster resolution figure has no baseline or clock. |
Where it beats Keeyu
Criterion 4: Siena acts alone across the whole conversation, where Keeyu's team approves the plays.
Where it loses
Criteria 2 and 5. It waits for the customer to write, and its stuck-parcel monitoring is announced, not shipped.
Buy it if
Buy Siena AI if you want an AI agent to answer and settle Shopify order tickets without a person.
3. Gorgias
23 / 60. The Shopify helpdesk this page is named for, and a Keeyu integration: Keeyu sits beside it, not in its place.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | Reads Shopify order and shipping data deeply, but only once a shopper writes in. Every documented trigger is an inbound message. |
2. The event that did not happen | 2 | Order-age and transit-time logic exist, but run only on an inbound question. Nothing watches for the order that stopped moving. |
3. Acts on the order | 8 | Itemized Shopify actions with preconditions: cancel with restock, edit the address, replace an item, reship free, refund, start a return. Not higher: no 3PL write-back or carrier claim. |
4. Runs without an agent | 8 | Beats Keeyu, 8 against 7. "You set the confidence threshold. AI Agent handles what it's sure about." A 60% average automation rate across five named brands. Not higher: a five-brand sample. |
5. Reaches the customer first | 2 | "AI Agent sends a confirmation email when the order cancellation is complete." A reply to a request, not a first contact. |
6. Documented time to resolution | 0 | Not documented. Its figures are automation rate, CSAT and conversation counts. |
Where it beats Keeyu
Criterion 4: Gorgias publishes a merchant-set confidence threshold and an automation rate. Keeyu publishes an approval step.
Where it loses
Criteria 1, 2 and 5. It acts well once a shopper writes in, and it never writes first.
Buy it if
Keep Gorgias if your Shopify inbox is the job, and add Keeyu if too many of those tickets are broken orders.
4. Gladly
Tied 4th at 21 / 60. A conversation-first customer service platform that guarantees its resolution rate.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | Connects commerce, logistics and marketing tools and shows live order status in the conversation. Every flow starts with a contact. |
2. The event that did not happen | 0 | Not documented. Nothing watches for an order that stopped moving. |
3. Acts on the order | 7 | "Look up the order, check eligibility, process the return, all in one continuous reasoning loop." Not higher: no refund, cancel or reship named. |
4. Runs without an agent | 9 | Beats Keeyu, 9 against 7. "We'll beat your resolution rate in 30 days. Or you don't pay." Not 10: its rates show no customer base size. |
5. Reaches the customer first | 2 | Proactive engagement reaches shoppers before they leave the site: pre-purchase, not a broken order. |
6. Documented time to resolution | 0 | Not documented. A response time is not a resolution time. |
Where it beats Keeyu
Criterion 4: a resolution only counts if the customer never has to ask again, and the rate carries a money-back guarantee.
Where it loses
Criteria 2 and 5. It resolves conversations well and starts none about a broken order.
Buy it if
Buy Gladly if you want a guaranteed resolution rate on a conversation-first platform.
4. Richpanel
Tied 4th at 21 / 60. An AI-native helpdesk for e-commerce that puts its autonomy claim in published guarantee terms.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | "It reads the order, applies your policy, closes the ticket." The trigger is still the inbound question. |
2. The event that did not happen | 0 | Not documented. Its one monitoring line is about brand crises. |
3. Acts on the order | 7 | Lookups, address edits, exchanges, store credit, subscription changes, cancellations and returns. Held at 7: "Lookups run free. Money and order edits wait for your approval." |
4. Runs without an agent | 9 | Beats Keeyu, 9 against 7. At least 50% of eligible conversations resolved autonomously within 30 days, with no reopen for 72 hours, or a full refund of that period's fees. |
5. Reaches the customer first | 2 | Proactive campaigns engage high-intent site visitors: pre-purchase. |
6. Documented time to resolution | 0 | Not documented. A first response time is not a resolution time. |
Where it beats Keeyu
Criterion 4: a contract with a definition and a refund remedy, against Keeyu's approval step.
Where it loses
Criteria 2 and 5, and its money actions wait for approval by default.
Buy it if
Buy Richpanel if you want an e-commerce helpdesk whose autonomy you can hold it to in writing.
6. Intercom Fin
20 / 60. Intercom's AI agent, with the largest published autonomy evidence on this page.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | Connects to Shopify, Stripe and internal systems by API and MCP. Every documented flow begins with a customer query. |
2. The event that did not happen | 0 | Not documented. No missing scan, stalled order or breached SLA. |
3. Acts on the order | 6 | "Fin resolves queries like order cancellations, shipping updates, returns, and abandoned carts." Not higher: no reship, 3PL write-back or carrier claim. |
4. Runs without an agent | 9 | Beats Keeyu, 9 against 7. "Fin has industry leading resolution rates, averaging 76% across 12,000+ customers, with many seeing over 85%." Held at 9: resolved means no further help requested. |
5. Reaches the customer first | 2 | Proactive prompts re-engage shoppers before purchase. |
6. Documented time to resolution | 0 | Not documented. A resolution rate is a share, not a clock. |
Where it beats Keeyu
Criterion 4, on a published average across a named customer base.
Where it loses
Criteria 2 and 5. It needs the question before it acts.
Buy it if
Buy Intercom Fin if you want the AI agent with the largest published resolution record.
7. Freshdesk (Freshworks)
17 / 60. Freshworks' helpdesk, with Freddy AI Agent for customers and Freddy AI Copilot for the team.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | Freddy retrieves live shipping status from backend systems once a customer asks. |
2. The event that did not happen | 0 | Not documented. |
3. Acts on the order | 6 | Refunds, order updates, cancellations and stock checks through connected systems. Not higher: the refund is a generic API block, with no reship. |
4. Runs without an agent | 8 | Beats Keeyu, 8 against 7. "Launch email AI agents that understand customer intent and take action to resolve." Not higher: its up-to-80% figure is a ceiling, not a measured average. |
5. Reaches the customer first | 0 | Not documented. No outbound to a customer on a detected problem. |
6. Documented time to resolution | 0 | Not documented. A first-contact resolution rate is a share, not a clock. |
Where it beats Keeyu
Criterion 4: a clean split between the agent that resolves and the copilot that drafts.
Where it loses
Criteria 2, 5 and 6, all at zero.
Buy it if
Buy Freshdesk if you want a general helpdesk with an AI agent at a published price.
8. Zendesk
15 / 60. The general-purpose helpdesk, here for the Gorgias comparison. It ties Keeyu on criterion 4 and beats it on none.
Criterion | Score | Why |
|---|---|---|
1. Detection source | 3 | Integrations surface order and account data to the AI agent. Every flow starts with an inbound request. |
2. The event that did not happen | 0 | Not documented. Its proactive language describes help for the human agent. |
3. Acts on the order | 5 | Actions run through integrations and apps, documented generically. No prebuilt refund, cancel or reship. |
4. Runs without an agent | 7 | Tied with Keeyu. You "pay only for customer requests that were successfully resolved by the AI agent, without any escalation to a human agent." Not higher: no vendor-wide rate. |
5. Reaches the customer first | 0 | Not documented. |
6. Documented time to resolution | 0 | Not documented. |
Where it loses
Criteria 2, 5 and 6, and an order-action set it does not itemize.
Buy it if
Buy Zendesk if support spans far more than a Shopify store and you want to pay per automated resolution.
The vendors this list does not score
Kustomer 21, eDesk 20, Tidio 17 and Re:amaze 13 are scored on the same rubric and beat Keeyu on no criterion, so they are not profiled. Kustomer is the one helpdesk scored here whose outbound can fire on order data, a shipping status change, and scores 7 on reaching the customer first.
Agentforce Service scores 18 and Front 15, and both beat Keeyu on criterion 4, 8 against 7. Outvio, a shipping and returns tool, scores 34 and beats Keeyu on no criterion. Kayako, HappyFox, Crescendo, HelloRep, REVE Chat, HelpSpot and Macha are unscored: we have not read their documentation.
The real decision: Gorgias vs Zendesk
Gorgias scores 23 and Zendesk 15, and Zendesk beats Gorgias on no criterion.
- Acting on the order: Gorgias 8, Zendesk 5. Gorgias itemizes its Shopify actions; Zendesk documents a generic framework.
- Running unattended: Gorgias 8, Zendesk 7. Gorgias publishes a rate; Zendesk bills per automated resolution and publishes none.
- Reaching the customer first: Gorgias 2, Zendesk 0. Neither publishes a resolution clock.
Both wait for the shopper to write. Choosing between them changes how well the ticket is answered, not whether the broken order is found first.
Recommendation
- An AI agent that settles Shopify order tickets end to end: Siena AI or Gorgias.
- Autonomy you can hold a vendor to in writing: Richpanel or Gladly.
- The largest published resolution evidence: Intercom Fin.
- A broken order found and fixed before the ticket exists: Keeyu, beside whichever inbox you keep.
Helpdesks answer the ticket. Keeyu fixes the order, which is proactive e-commerce operations. Every order is a promise. Keeyu keeps the promise.
Keep reading
- Best ecommerce customer service software in 2026
- Best proactive customer service tools in 2026
- Best ticket deflection tools for ecommerce in 2026
- Helpdesk automation: the ceiling and what sits above it
- Best Gladly alternatives in 2026
- Best Kustomer alternatives in 2026
- Best Richpanel alternatives in 2026
- Best Re:amaze alternatives in 2026
Frequently Asked Questions
What are the main Gorgias competitors?
On the six criteria used here, Siena AI (26 out of 60), Gladly (21), Richpanel (21), Kustomer (21), Intercom Fin (20), eDesk (20), Freshdesk (17), Tidio (17) and Zendesk (15). Gorgias scores 23. Keeyu, which published this list, scores 50 and is not a helpdesk.
Is Gorgias better than Zendesk for e-commerce?
On this rubric, yes: 23 against 15, and Zendesk beats Gorgias on no criterion. The widest gap is acting on the order, 8 against 5: Gorgias itemizes its Shopify actions, and Zendesk documents a generic framework. Both wait for the shopper to write in.
Which Gorgias alternative runs without a human touching it?
Gladly, Richpanel and Intercom Fin score 9 out of 10. Gladly and Richpanel back their rates with guarantees, and Fin publishes a 76% average across 12,000 or more customers. Siena AI, Gorgias and Freshdesk score 8. All six beat Keeyu, which scores 7 because its team approves the plays and the system runs them.
Does Keeyu replace Gorgias?
No. Keeyu is not an inbox and answers no tickets. It integrates with Gorgias, watches payment, fulfillment, shipping and returns, and acts on the broken order: cancel, reorder, push to the warehouse, notify the customer and file the carrier claim. Keep Gorgias for the conversations.
Which Gorgias alternative contacts the customer first?
Among helpdesks, Kustomer, at 7 out of 10: its outbound can fire on a shipping status change in order data. Every other helpdesk scored here scores 3 or lower, because its documented outbound is a reply or a pre-purchase prompt. Keeyu scores 9.
Is Siena AI a good Gorgias alternative?
For a Shopify brand that wants an AI agent to settle order tickets end to end, yes. It scores 26 out of 60, the highest helpdesk here, and beats Keeyu on running unattended. Its proactive delay detection was marked Coming Soon as of 2026-09-23.
References
- 1. Keeyu, "Keeyu: Proactive E-commerce Operations, Powered by an AI Agent", https://www.keeyu.com/ (read 2026-09-24). Keeyu's helpdesk integrations, Gorgias among them.
- 2. Keeyu, "Product: The AI Agent for Proactive E-commerce Operations", https://www.keeyu.com/product (read 2026-09-23). Keeyu's detection streams.
- 3. Keeyu, "Proactive customer service", https://www.keeyu.com/blog/proactive-customer-service (read 2026-09-23). Keeyu's documented order actions and the team-approves-the-plays line.
- 4. Keeyu, "Top post-purchase issues and the proactive fix", https://www.keeyu.com/blog/top-post-purchase-issues-proactive-fix (read 2026-09-23). Keeyu's no-movement thresholds.
- 5. Siena AI, "Siena Order Tracking", https://www.siena.cx/order-tracking (read 2026-09-24). Siena's carrier coverage, on-request tracking and the Coming Soon delay detection.
- 6. Siena AI, "Intelligent Follow-up Messages Handle Silent Customers", https://www.siena.cx/product-updates/intelligent-ticket-follow-up-detection (read 2026-09-23). Siena's autonomous lifecycle claim.
- 7. Siena AI, "Siena Intelligent Follow-ups: The first step toward proactive CX", https://www.siena.cx/blog/intelligent-follow-ups-for-proactive-customer-experiences (read 2026-09-23). Siena's first proactive capability.
- 8. Siena AI, "Price matching", https://www.siena.cx/product-updates/price-matching (read 2026-09-23). Siena's partial refunds in Shopify.
- 9. Gorgias, "The only AI Agent built for ecommerce", https://www.gorgias.com/ai-agent (read 2026-09-23). Gorgias' confidence threshold and automation rate.
- 10. Gorgias, "AI Agent Actions: make changes to Shopify orders", https://docs.gorgias.com/en-US/ai-agent-actions-make-changes-to-shopify-orders-757792 (read 2026-09-23). Gorgias' itemized Shopify actions and confirmation emails.
- 11. Gladly, "Agentic loops that resolve conversations end to end", https://www.gladly.ai/agentic-loops/ (read 2026-09-23). Gladly's order actions.
- 12. Gladly, "AI resolution rate guarantee, measured in your own data", https://www.gladly.ai/roi-guaranteed/ (read 2026-09-23). Gladly's resolution guarantee and definition.
- 13. Gladly, "Ecommerce customer service software", https://www.gladly.ai/ecommerce-cx/ (read 2026-09-23). Gladly's proactive shopper engagement.
- 14. Richpanel, "AI Customer Service Agents That Resolve", https://www.richpanel.com/ai-agents (read 2026-09-23). Richpanel's action list and approval gate.
- 15. Richpanel, "Guarantee Terms", https://www.richpanel.com/trust/guarantee-terms (read 2026-09-23). Richpanel's autonomous resolution guarantee.
- 16. Richpanel, "AI Helpdesk for Customer Service", https://www.richpanel.com/helpdesk (read 2026-09-23). Richpanel's proactive visitor campaigns.
- 17. Intercom, "Fin. The highest performing Customer Agent", https://fin.ai/ (read 2026-09-23). Fin's connectors and average resolution rate.
- 18. Intercom, "Fin Procedures: Automate complex customer queries", https://fin.ai/procedures (read 2026-09-23). Fin's order actions and shopper prompts.
- 19. Freshworks, "Freddy AI Agent: Smart, Secure & Autonomous Customer Support", https://www.freshworks.com/freshdesk/omni/freddy-ai-agent/ (read 2026-09-23). Freddy's shipping lookups and order actions.
- 20. Freshworks, "AI-Powered Customer Service Software", https://www.freshworks.com/freshdesk/ (read 2026-09-23). Freshdesk's AI agent claim and resolution ceiling.
- 21. Zendesk, "Zendesk Pricing Plans", https://www.zendesk.com/au/pricing/ (read 2026-09-23). Zendesk's automated resolution billing definition.
- 22. Zendesk, "Autonomous AI agents for CX", https://www.zendesk.com/au/service/ai/ai-agents/ (read 2026-09-23). Zendesk's AI agent actions through integrations.
- 23. Kustomer, "Proactive Service", https://www.kustomer.com/proactive-service/ (read 2026-09-23). Kustomer's outbound triggered by order data.
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