Gorgias vs Richpanel (2026)

TL;DR

• Pick Gorgias if you run a high-volume Shopify (or BigCommerce/Magento) store and want the most mature ecommerce helpdesk — deep Shopify actions in the ticket, a huge app ecosystem, and proven scale.
• Pick Richpanel if you want an AI-first support platform with a strong customer self-service portal that deflects tickets before they ever reach an agent, often at a lower effective cost.

Pricing

Gorgias prices by billable tickets — plans start around $10/mo (Starter) and scale through Basic, Pro, and Advanced (hundreds to thousands per month) as ticket volume grows, with AI Agent usage billed on top. Richpanel uses agent- and resolution-based pricing that many growing stores find more predictable, with a generous free tier and AI resolutions included. For a store with spiky seasonal volume, model both on your real ticket counts — the pricing philosophies differ enough to flip the answer.

Ecommerce depth

Gorgias is the category leader on raw ecommerce integration. Inside a ticket, agents can see the full Shopify order, edit/refund/cancel, manage subscriptions, and trigger actions without leaving the helpdesk — across Shopify, BigCommerce, and Magento. Richpanel also integrates Shopify order data and actions, and it's strong, but Gorgias's breadth of native ecommerce actions and app partners (Klaviyo, Recharge, Loop, etc.) is the deepest in the market.

AI and automation

This is where Richpanel pushes hardest. Its AI is built to resolve, not just suggest — an AI agent plus a branded self-service portal where customers track orders, start returns, and get answers without an agent. Gorgias has matured fast here too (AI Agent for automated resolutions, Flows, and macros), and its automation is excellent. The split: Richpanel leads with self-service deflection as the headline; Gorgias leads with agent-assist and automation layered onto a battle-tested helpdesk.

Channels

Both are omnichannel — email, live chat, social, and SMS/WhatsApp. Gorgias's live chat and social coverage are polished and widely deployed. Richpanel's chat plus self-service portal combination is designed to keep simple questions out of the queue entirely. If your strategy is "deflect first," Richpanel's portal is a differentiator; if it's "handle everything fast in one inbox," Gorgias's unified desk is excellent.

Scale and ecosystem

Gorgias powers tens of thousands of stores and has the larger app marketplace, partner network, and reporting maturity — the safer pick for a brand doing serious volume that needs proven reliability and integrations. Richpanel is leaner and newer but moves quickly on AI, and its pricing and deflection model appeal to cost-conscious growing brands.

Reporting

Gorgias offers robust analytics — revenue from support, agent performance, ticket and CSAT trends — that tie support to store revenue. Richpanel's reporting covers the essentials plus AI-resolution and deflection metrics. For revenue-attribution and large-team performance management, Gorgias is deeper; for tracking how much your AI is deflecting, Richpanel surfaces it cleanly.

Who should pick what

• High-volume Shopify brand that needs proven scale and the deepest app ecosystem → Gorgias.
• Growing store that wants AI to resolve tickets and a self-service portal to deflect them → Richpanel.
• Team that wants to attribute support to revenue → Gorgias.
• Cost-conscious brand wanting predictable, resolution-based pricing → Richpanel.
• Store running Klaviyo + Recharge + a big app stack → Gorgias.

Bottom line

Gorgias and Richpanel are both built for ecommerce support, but they emphasize different levers. Gorgias is the mature, deeply integrated, scale-proven helpdesk for serious Shopify brands. Richpanel is the AI-first, deflection-led platform that aims to resolve and self-serve before an agent is involved. Pick Gorgias for depth and ecosystem; pick Richpanel for AI-driven deflection and predictable pricing.