CRM Comparison

Gorgias vs HubSpot Service Hub (2026)

Gorgias is an ecommerce-native help desk purpose-built for Shopify, WooCommerce, and BigCommerce stores. HubSpot Service Hub is a full CRM-backed support platform that plugs into the broader HubSpot ecosystem. We compare them for DTC and ecommerce teams in 2026.

Gorgias

Ecommerce-focused customer support helpdesk with deep Shopify integration and AI automation built to resolve tickets and drive sales simultaneously.

Pricing From $10/mo (Starter, 50 tickets); Pro from $360/mo
Our rating 4.4/5
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HubSpot Service Hub

HubSpot's customer service product built on top of its shared CRM platform. Handles ticketing, knowledge base, SLAs, and AI-powered support at any team size.

Pricing Free tier; Starter $9/seat/mo, Professional $90/seat/mo, Enterprise $150/seat/mo
Our rating 4.4/5
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TL;DR

  • Pick Gorgias if you're a DTC ecommerce brand on Shopify and want your support team to resolve order tickets faster, tag revenue-generating conversations, and automate WISMO replies.
  • Pick HubSpot Service Hub if your business is already in HubSpot, or you need support to share a single contact record with your marketing and sales teams.

Pricing

Gorgias prices by ticket volume, not seats: Basic at ~$60/mo (300 tickets), Pro at ~$360/mo (2,000 tickets), Advanced at ~$900/mo (5,000 tickets), Enterprise on request. The Starter tier ($10/mo, 50 tickets) covers very early-stage stores. Seats are unlimited on most plans — you pay for volume, not headcount.

HubSpot Service Hub prices by seat: Starter at ~$15/seat/mo, Professional at ~$90/seat/mo, Enterprise at ~$130/seat/mo, each with minimum seat requirements that create meaningful floor costs. A 5-agent team on Professional pays roughly $450/mo — more than Gorgias Pro for a mid-volume store, but with a much broader CRM platform underneath.

Neither pricing model is universally better. Gorgias is great for high-headcount, moderate-volume stores; HubSpot scales better for high-seat teams that stay on lower-tier plans.

Ecommerce integration

This is Gorgias's entire reason to exist. Connect your Shopify store and every ticket arrives pre-loaded with the customer's order history, tracking status, and subscription state. Agents can issue refunds, cancel orders, and trigger Recharge subscription changes without leaving the ticket. Revenue stats (conversion, pre-sales revenue generated) surface in the Gorgias dashboard. No other help desk matches this depth on Shopify.

HubSpot Service Hub has a Shopify integration that syncs customers, orders, and revenue into contact records. It's functional, but agents still navigate to a separate panel or leave the ticket to take order actions. For a support team that handles 80% order-related tickets, the workflow difference is real.

Automation

Gorgias's Rules engine is purpose-built for ecommerce patterns. "Where is my order?" auto-reply with dynamic tracking link, VIP customer routing by Shopify LTV tag, auto-close for delivered orders — these take minutes to configure with pre-built templates. Most DTC brands automate 30–50% of their volume in the first month.

HubSpot Service Hub's automation (Workflows on Professional+) is more general-purpose and more powerful for complex, multi-step CRM-integrated sequences. You can automate ticket creation from form fills, enroll contacts in email nurture sequences, and trigger internal tasks based on CSAT responses. The ceiling is higher but the ecommerce-specific templates don't exist — you build from scratch.

AI

Gorgias introduced AI features for auto-reply drafting and intent classification. The AI reads ticket intent (order issue, return, pre-sales) and suggests a reply or auto-applies a macro. In 2026 this is still evolving — the deflection capability isn't as mature as Intercom's Fin or Zendesk's autonomous agents, but for Shopify workflows it reduces handle time meaningfully.

HubSpot Service Hub includes AI-powered ticket summarization, reply drafts (Breeze), and a chatbot builder on Professional+. Breeze is grounded on your HubSpot knowledge base articles. It's competitive for general support but doesn't have ecommerce-specific context.

Reporting

Gorgias reports on support metrics and ecommerce revenue simultaneously — you can see which ticket categories drive the most refunds, which agents convert pre-sales chats to orders, and revenue at risk by ticket type. This revenue-first reporting is unique.

HubSpot Service Hub reporting is deeper on the CRM side: customer health scores, CSAT trends, ticket pipeline, and custom dashboards that blend sales and support data. If your executive team wants to see support metrics alongside pipeline and marketing attribution, HubSpot's unified reporting wins.

Who it's for

Gorgias is not a general-purpose help desk. It is, specifically, software for ecommerce support teams. If you don't have a Shopify / WooCommerce / BigCommerce store, there is no reason to evaluate it.

HubSpot Service Hub is a general-purpose support platform with the strongest case for teams already on HubSpot Sales and Marketing Hub. The shared contact record eliminates CRM sync issues; the combined platform pricing often beats adding a standalone help desk.

Verdict

For a DTC ecommerce brand processing orders through Shopify, Gorgias wins without much debate. The depth of order integration, revenue attribution, and ecommerce automation rules simply can't be replicated in HubSpot without significant custom work. For a B2B SaaS, services, or non-ecommerce company — especially one already running HubSpot — Service Hub is the more natural fit.

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Frequently asked questions

Does Gorgias only work with Shopify?
Gorgias supports Shopify, WooCommerce, and BigCommerce natively, with Magento available via integration. Shopify is where the deepest feature set lives — order lookup, refunds, cancellations, and subscription management (via Recharge) happen directly inside the ticket view. On other platforms the integration is shallower, though still useful for order context. Non-ecommerce companies have no reason to consider Gorgias.
What does HubSpot Service Hub cost in 2026?
Service Hub Starter starts at roughly $15/seat/mo (minimum 2 seats). Professional is ~$90/seat/mo (minimum 5 seats, ~$5,400/year minimum). Enterprise is ~$130/seat/mo (minimum 10 seats, ~$15,600/year minimum). Note that many teams pair Service Hub with Marketing and Sales Hub under a bundled CRM Suite — the pricing math changes significantly with bundles. Confirm current rates with HubSpot directly.
Can HubSpot Service Hub handle ecommerce support?
It can, but it requires integration work. You'd connect Shopify (or your platform) via HubSpot's Shopify integration or a custom property sync to pull order data into contact records. Agents then need to cross-reference order lookups outside the ticket, or build custom HubSpot properties to surface them. It's workable but not native — Gorgias is a better fit for a pure ecommerce support workflow.
How does Gorgias price differently from typical help desks?
Gorgias uses ticket-volume pricing rather than per-seat pricing. Plans range from ~$10/mo for 50 tickets to ~$900/mo for 5,000 tickets, with higher tiers on request. This makes Gorgias cost-effective for small DTC stores (paying $60/mo for 300 tickets regardless of headcount) but expensive for high-volume operations — a store handling 10,000 tickets/mo is on an enterprise contract.
Does Gorgias have automation for order-related tickets?
Yes — this is Gorgias's core differentiator. Rules (macros + triggers) can auto-close "where is my order?" messages with a dynamic tracking link pulled from Shopify, auto-tag high-value customer tickets for priority routing, or auto-issue refunds below a threshold. Ecommerce teams typically automate 30–50% of their ticket volume with Gorgias rules out of the box.