Updated March 2026
Gorgias vs Intercom: E-Commerce Support vs SaaS Support
Gorgias was built for online stores. Intercom was built for software companies. They both handle customer support, but they solve different problems for different businesses.
The 30-Second Version
Gorgias is the Shopify help desk. $10/month for 50 tickets (Starter), scaling to $900/month for 5,000 tickets (Advanced). Pricing is per-ticket, not per-seat, which means unlimited agents on every plan. It pulls order data, shipping info, and customer purchase history directly into the support view. You can issue refunds, edit orders, and cancel subscriptions without leaving the ticket. 15,000+ e-commerce brands use it.
Intercom is the SaaS messenger. $29/seat Essential, $85/seat Advanced, $132/seat Expert. Per-seat pricing, not per-ticket. Built around an in-app messenger that lives inside your product. Product tours, custom bots, Fin AI at $0.99/resolution. 25,000+ customers, mostly SaaS and B2B tech.
Pricing
| Plan | Gorgias | Intercom |
|---|---|---|
| Entry | $10/mo (Starter, 50 tickets) | $29/seat/mo (Essential) |
| Basic / Mid | $60/mo (Basic, 300 tickets) | $85/seat/mo (Advanced) |
| Pro / Expert | $360/mo (Pro, 2,000 tickets) | $132/seat/mo (Expert) |
| Advanced | $900/mo (Advanced, 5,000 tickets) | Custom only |
| Pricing model | Per-ticket (unlimited agents) | Per-seat + $0.99/Fin resolution |
| Overage cost | $0.36-$0.40/ticket over limit | N/A (per-seat) |
| 1,000 tickets, 5 agents | $360/mo (Pro plan) | $425/mo (5x Advanced) |
The pricing models are fundamentally different. Gorgias charges by ticket volume. Intercom charges by seat count. If you have lots of agents but moderate volume, Gorgias is cheaper. If you have few agents but high volume, Intercom might win. For most e-commerce stores with 3-5 support agents, Gorgias costs less.
Feature Comparison
| Feature | Gorgias | Intercom |
|---|---|---|
| Shopify integration | Deep (orders, refunds, edits inline) | Basic (customer data only) |
| In-app messenger | No | Core strength |
| Product tours | No | Yes (Advanced+) |
| Order management | Yes (refund, cancel, edit in-ticket) | No |
| Social media (FB, Instagram) | Yes | Yes |
| SMS support | Yes | Yes (with add-on) |
| AI agent | Automate (included in plans) | Fin AI ($0.99/resolution) |
| Macros / templates | Yes (with Shopify variables) | Yes |
| Revenue tracking | Yes (tracks revenue per ticket) | No |
| Self-service portal | Help center | Help center + messenger |
| Custom bots | Basic flows | Advanced (Visual Bot Builder) |
| Unlimited agents | Yes (all plans) | No (per-seat) |
When Gorgias Wins
- 1. You run a Shopify store. Gorgias pulls in order data, lets agents refund and edit orders inline, and tracks revenue per support ticket. Intercom doesn't do any of that.
- 2. You have a large seasonal team. Per-ticket pricing means you can add 20 holiday agents without paying 20 more seats. Intercom charges per seat regardless of volume.
- 3. E-commerce support patterns. Where-is-my-order, refund requests, shipping questions, product exchanges. Gorgias has built-in automations for all of these.
- 4. You want to connect Facebook, Instagram, and email into one view for your DTC brand.
When Intercom Wins
- 1. You're a SaaS company. Intercom's messenger lives inside your product, letting users get help without leaving the app. Gorgias has no concept of in-app support.
- 2. Product tours and onboarding matter. Intercom can walk users through features, show tooltips, and trigger messages based on behavior. Gorgias is a ticket queue.
- 3. Your support is conversation-first, not ticket-first. Intercom threads feel like messaging. Gorgias threads feel like email.
- 4. You don't sell physical products. Gorgias's entire value proposition is e-commerce. If you're not on Shopify/BigCommerce/Magento, you're paying for features you'll never use.
- 5. Fin AI. Intercom's AI agent is more mature than Gorgias's Automate for handling nuanced, multi-turn conversations.
Who Uses What
Gorgias customers: Steve Madden, Parade, OLIPOP, Princess Polly, Psycho Bunny. DTC e-commerce brands on Shopify. 15,000+ stores, mostly in fashion, beauty, food, and lifestyle.
Intercom customers: Atlassian, Amazon, Notion, Meta, Shopify (the platform, not stores on it). SaaS, B2B, and tech companies. 25,000+ customers across the tech industry.
The Third Option
Gorgias locks you into e-commerce. Intercom locks you into per-seat pricing. Both are strong choices for their specific audience, but if you don't fit neatly into either category, you're paying for things you don't need.
Supp handles support classification and routing at $0.20 per message. No seat fees, no ticket caps. 315 intents, integrations with Shopify, Slack, Jira, Linear, and more. Works for e-commerce and SaaS without forcing you into one lane. Try it free.