Gorgias scores 23 out of 60 on six published criteria. Keeyu leads at 50, then Siena AI at 26. Six ranked helpdesks beat Keeyu on running unattended: Gladly, Richpanel and Intercom Fin at 9, Siena AI, Gorgias and Freshdesk at 8. Helpdesks answer the ticket; Keeyu fixes the order and does not replace the inbox. Every order is a promise. Keeyu keeps the promise.
The best Gorgias alternatives, scored on six published criteria, are Keeyu at 50 out of 60 and Siena AI at 26. Gorgias scores 23.
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.
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.
Gorgias alternatives compared at a glance
Gorgias alternatives compared at a glance: rank, total out of 60, job and scope for each platform
Operational data (carrier scans, inventory, OMS, payment), or only a customer message?
02
Detects the event that did not happen
A scan that never arrived, an order that never moved, an SLA quietly breached.
03
Acts on the order, not the message
Reship, refund, replace, escalate to the 3PL, write back to the OMS.
04
Runs without an agent touching it
Documented autonomous resolution, not a suggestion waiting for a click.
05
Reaches the customer before they contact you
The outbound fires on detection, not on an inbound ticket.
06
Documented time from event to resolution
A published number, or a workflow with a clock on it.
Evidence strength
Source
Every score comes from the vendor's own published documentation, Keeyu's included.
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.
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.
My view of what a helpdesk is for is blunter than the scores. As I said on Infinite Dialogues with Oti Jay: "A great customer experience isn't talking to customer service. It's just getting what you want on time as promised. ... Customer service isn't fixing something that's gone wrong. That is, it's the absolute opposite of what good customer service is." On The Making of Me I put the cause plainly: "brands rely on the customer to tell them that there is a problem with everything after the buy button. ... And so help desks are built to react to a customer complaint."
The reason is where a ticket sits in the chain. By the time a shopper writes in, the order has usually already broken upstream, in a stock sync, a warehouse queue or a carrier handoff. The seven helpdesks profiled here read that data when a conversation calls for it; none has shipped a documented watch on it between conversations.
An asterisk (*) marks a cell where a rival beats Keeyu.
The full scorecard
The full scorecard: scores out of 10 for Keeyu, Siena AI, Gorgias, Gladly, Richpanel, Intercom Fin, Freshdesk (Freshworks), Zendesk
What we compared
Keeyu
SSiena AI
GGorgias
GGladly
RRichpanel
IIntercom Fin
FFreshdesk (Freshworks)
ZZendesk
Detection source
9 out of 10
6 out of 10
3 out of 10
3 out of 10
3 out of 10
3 out of 10
3 out of 10
3 out of 10
Detects the event that did not happen
9 out of 10
2 out of 10
2 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
Acts on the order, not the message
9 out of 10
7 out of 10
8 out of 10
7 out of 10
7 out of 10
6 out of 10
6 out of 10
5 out of 10
Runs without an agent touching it
7 out of 10
8* out of 10, beats Keeyu
8* out of 10, beats Keeyu
9* out of 10, beats Keeyu
9* out of 10, beats Keeyu
9* out of 10, beats Keeyu
8* out of 10, beats Keeyu
7 out of 10
Reaches the customer before they contact you
9 out of 10
3 out of 10
2 out of 10
2 out of 10
2 out of 10
2 out of 10
0 out of 10
0 out of 10
Documented time from event to resolution
7 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
0 out of 10
TotalOut of 60
50
26
23
21
21
20
17
15
1 cell ties Keeyu without beating it: 1 on criterion 4, running unattended.
01
Number 1: Keeyu
www.keeyu.com
50/60Total
50 / 60. Proactive e-commerce operations: it watches payment, fulfillment, shipping and returns, and acts on the order before the customer writes in.
What starts it
Operational data, before anyone writes
What it acts on
Goods, money, the warehouse and the carrier claim
1Detection source9/10
Payment, fulfillment, shipping and returns, across storefront, ERP, WMS, carrier and payment integrations. Not 10: no monitoring cadence published.
2Detects the event that did not happen9/10
"Detect no movement for 24 to 48 hours", unshipped past cutoff, SLA breaches. Not 10: no expected-hop model.
3Acts on the order, not the message9/10
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.
4Runs without an agent touching it7/10
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."
5Reaches the customer before they contact you9/10
Outbound fires on detection and offers a resolving choice. Held at 9: the product page frames alerts as internal.
6Documented time from event to resolution7/10
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.
02S
Number 2: Siena AI
siena.cx
26/60Total
26 / 60. An AI agent for Shopify support that settles order tickets end to end, the highest-scoring helpdesk here.
What starts it
A customer message
What it acts on
Shopify refunds, labels and replacements
1Detection source6/10
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.
2Detects the event that did not happen2/10
Proactive delay detection carries a Coming Soon badge on its order tracking page as of 2026-09-23. Scored as not shipped.
3Acts on the order, not the message7/10
Address updates, labels, full and partial refunds, replacements and subscription changes in Shopify. Not higher: no 3PL write-back or carrier claim.
4Runs without an agent touching it8/10
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.
5Reaches the customer before they contact you3/10
Its first proactive feature follows up on an open ticket, so the outbound still starts from an inbound.
6Documented time from event to resolution0/10
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.
03G
Number 3: Gorgias
gorgias.com
23/60Total
23 / 60. The Shopify helpdesk this page is named for, and a Keeyu integration: Keeyu sits beside it, not in its place.
What starts it
A customer message
What it acts on
Shopify cancels, refunds, reships and returns
1Detection source3/10
Reads Shopify order and shipping data deeply, but only once a shopper writes in. Every documented trigger is an inbound message.
2Detects the event that did not happen2/10
Order-age and transit-time logic exist, but run only on an inbound question. Nothing watches for the order that stopped moving.
3Acts on the order, not the message8/10
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.
4Runs without an agent touching it8/10
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.
5Reaches the customer before they contact you2/10
"AI Agent sends a confirmation email when the order cancellation is complete." A reply to a request, not a first contact.
6Documented time from event to resolution0/10
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.
04G
Number 4: Gladly
gladly.ai
21/60Total
Tied 4th at 21 / 60. A conversation-first customer service platform that guarantees its resolution rate.
What starts it
A customer message
What it acts on
Returns, exchanges and discounts
1Detection source3/10
Connects commerce, logistics and marketing tools and shows live order status in the conversation. Every flow starts with a contact.
2Detects the event that did not happen0/10
Not documented. Nothing watches for an order that stopped moving.
3Acts on the order, not the message7/10
"Look up the order, check eligibility, process the return, all in one continuous reasoning loop." Not higher: no refund, cancel or reship named.
4Runs without an agent touching it9/10
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.
5Reaches the customer before they contact you2/10
Proactive engagement reaches shoppers before they leave the site: pre-purchase, not a broken order.
6Documented time from event to resolution0/10
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.
04R
Number 4: Richpanel
richpanel.com
21/60Total
Tied 4th at 21 / 60. An AI-native helpdesk for e-commerce that puts its autonomy claim in published guarantee terms.
What starts it
A customer message
What it acts on
Returns and exchanges; money and order edits after approval
1Detection source3/10
"It reads the order, applies your policy, closes the ticket." The trigger is still the inbound question.
2Detects the event that did not happen0/10
Not documented. Its one monitoring line is about brand crises.
3Acts on the order, not the message7/10
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."
4Runs without an agent touching it9/10
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.
5Reaches the customer before they contact you2/10
Proactive campaigns engage high-intent site visitors: pre-purchase.
6Documented time from event to resolution0/10
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.
06I
Number 6: Intercom Fin
fin.ai
20/60Total
20 / 60. Intercom's AI agent, with the largest published autonomy evidence on this page.
What starts it
A customer message
What it acts on
Refunds, cancellations and returns
1Detection source3/10
Connects to Shopify, Stripe and internal systems by API and MCP. Every documented flow begins with a customer query.
2Detects the event that did not happen0/10
Not documented. No missing scan, stalled order or breached SLA.
3Acts on the order, not the message6/10
"Fin resolves queries like order cancellations, shipping updates, returns, and abandoned carts." Not higher: no reship, 3PL write-back or carrier claim.
4Runs without an agent touching it9/10
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.
5Reaches the customer before they contact you2/10
Proactive prompts re-engage shoppers before purchase.
6Documented time from event to resolution0/10
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.
07F
Number 7: Freshdesk (Freshworks)
freshworks.com
17/60Total
17 / 60. Freshworks' helpdesk, with Freddy AI Agent for customers and Freddy AI Copilot for the team.
What starts it
A customer message
What it acts on
Refunds and order updates by API
1Detection source3/10
Freddy retrieves live shipping status from backend systems once a customer asks.
2Detects the event that did not happen0/10
Not documented.
3Acts on the order, not the message6/10
Refunds, order updates, cancellations and stock checks through connected systems. Not higher: the refund is a generic API block, with no reship.
4Runs without an agent touching it8/10
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.
5Reaches the customer before they contact you0/10
Not documented. No outbound to a customer on a detected problem.
6Documented time from event to resolution0/10
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.
08Z
Number 8: Zendesk
zendesk.com
15/60Total
15 / 60. The general-purpose helpdesk, here for the Gorgias comparison. It ties Keeyu on criterion 4 and beats it on none.
What starts it
A customer message
What it acts on
Actions through integrations and apps
1Detection source3/10
Integrations surface order and account data to the AI agent. Every flow starts with an inbound request.
2Detects the event that did not happen0/10
Not documented. Its proactive language describes help for the human agent.
3Acts on the order, not the message5/10
Actions run through integrations and apps, documented generically. No prebuilt refund, cancel or reship.
4Runs without an agent touching it7/10
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.
5Reaches the customer before they contact you0/10
Not documented.
6Documented time from event to resolution0/10
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: their documentation was not read for this list.
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.
The inbox undercounts. A ticket records only the shopper who still thinks writing in will help, and Qualtrics XM Institute's study of over 23,000 consumers found companies receiving less experience data from them than in 2021. In one Keeyu article, a retail group's broken SLAs ran at about twice the tickets it could see, a ratio to treat as one retailer's framing.
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.
Before switching, check which problem the switch solves. Keeyu's assessment of over 100 Australian brands put roughly four in five at the two maturity levels where the brand learns an order broke from the customer, and a new inbox leaves a brand on the same level. Delivery failures cost the next order: 85% of online shoppers in Ipsos and Octopia's 2022 European survey said a poor delivery experience would keep them from ordering from that retailer again.
Helpdesks answer the ticket. Keeyu fixes the order, which is proactive e-commerce operations. Every order is a promise. Keeyu keeps the promise.
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 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. By Keeyu's own description, when it detects a break it logs a ticket in the helpdesk and messages the shopper through it, so the Gorgias history stays complete. 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.
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.
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.
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.
24. Qualtrics XM Institute, "How Consumers Share Feedback, 2025", https://www.qualtrics.com/research/global-consumers-share-feedback-2025/ (read 2026-10-01). Global study of more than 23,000 consumers; companies are receiving less experience data than in 2021.
25. Ipsos, "85% of online shoppers say that a poor delivery experience would prevent them from ordering from that online retailer again", https://www.ipsos.com/en/ecommerce-marketplaces-delivery-experience (read 2026-10-01). Ipsos and Octopia 2022 study of online shoppers in several European countries.
26. Keeyu, "How helpdesk scoreboards stay green while silent churn grows", https://www.keeyu.com/blog/helpdesk-scoreboard-green-silent-churn (read 2026-10-01). First party. One retail group's broken SLAs framed as near twice its visible ticket volume.
27. Keeyu, "The 5 Levels of Post-Purchase Operations Maturity: How Brands Move From Chaos to Proactive", https://www.keeyu.com/blog/post-purchase-ops-maturity (read 2026-10-01). First party. Keeyu's assessment of more than 100 Australian brands across five maturity levels.
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