The most common support tool overspend pattern: a small Shopify store on Gorgias's $60–300/month plan, handling 30–80 support tickets per month. Gorgias is built for 500+ tickets/month. At low volume, you're paying enterprise pricing for a small-business problem.
This guide compares Gorgias, Tidio, and Re:amaze across price, ticket volume fit, and the features that actually matter — so you can match the tool to your actual support operation.
Pricing at a glance
Gorgias
$10–$900/mo based on ticket volume
Gorgias is the Shopify-native helpdesk built for high-volume ecommerce support teams. Its deep Shopify integration is genuinely excellent — agents can view order details, issue refunds, and update orders directly from a support ticket without leaving Gorgias. At 300+ tickets/month with a dedicated support agent, it earns its cost.
The overspend trap: Gorgias prices by ticket volume (not by agent seat), so a store with 50 tickets/month on the $60 plan is paying $1.20/ticket. Re:amaze or Tidio would cost half that at the same agent count and handle 50 tickets easily.
Break-even point
Gorgias's $60/month plan includes 300 tickets. That's $0.20/ticket — reasonable at full utilization. If you're using fewer than 150 tickets/month, you're paying for capacity you don't use. Consider their $10/month starter (50 tickets) or switch tools.
Strengths
Deepest Shopify integration
Best for 300+ tickets/mo
Order actions from ticket
Multi-channel unified inbox
Limitations
Expensive at low ticket volume
No free plan
Overkill under 100 tickets/mo
Per-ticket pricing scales fast
Tidio
Free–$99/mo + AI add-ons
Tidio started as a live chat tool and has evolved into a full customer support platform with AI chatbots (Lyro). Its free tier is genuinely useful — 50 conversations/month with live chat and email integration. The $29/month plan works well for stores with a solo support agent handling mostly chat-first interactions.
Tidio's AI chatbot (Lyro) is priced as an add-on ($39+/month) — budget for that separately if automated response handling is a key requirement. At $99/month base + Lyro, costs approach Gorgias territory without the deep Shopify order integration.
Strengths
Generous free tier
Good live chat UX
AI chatbot built in
Best for chat-first support
Limitations
AI is a paid add-on
Less deep Shopify integration
Conversation-based limits
Gets expensive with Lyro
Re:amaze
$29–$69/mo per agent
Re:amaze prices per agent seat rather than per conversation or ticket, making it predictable and often cheaper for teams with 2–4 agents handling moderate volumes. At $29/month per agent, two agents cost $58/month — comparable to Gorgias's $60/month standard plan but with no ticket-volume ceiling.
Re:amaze includes live chat, email, social, and FAQ/knowledge base in the base plan. It's the most feature-complete at its price point, but lacks the deep Shopify order management integration Gorgias offers.
Strengths
Predictable per-agent pricing
No ticket/conversation limits
FAQ / knowledge base included
Good value for 2–5 agents
Limitations
Less Shopify-native than Gorgias
UI less polished than Tidio
Scales with headcount
No free plan
Which one fits your support volume?
Under 50 tickets/mo
→ Tidio free or $29/moTidio's free tier or entry plan handles this volume with live chat. Gorgias and Re:amaze are overkill.
50–150 tickets/mo
→ Re:amaze $29/mo (1 agent)Per-agent pricing at this volume is more cost-effective than Gorgias's $60 standard plan with its 300-ticket ceiling you won't reach.
150–500 tickets/mo
→ Gorgias $60/mo or Re:amazeAt this volume Gorgias's deep Shopify integration starts paying for itself — faster resolution, fewer context switches. Re:amaze remains competitive with 2–3 agents.
500+ tickets/mo
→ Gorgias $300/moAt this scale, Gorgias's Shopify native actions (refunds, order edits from the ticket) and macros materially reduce handle time. The cost justifies.
Gorgias is the right tool when your support volume justifies it. Below 150 tickets/month, you're paying for capacity that doesn't move the needle.