Shopify Helpdesk Apps Compared: Gorgias vs Tidio vs Reamaze
Gorgias is the default choice for serious Shopify DTC brands — but its per-ticket pricing model means costs scale with support volume in ways that can surprise. Tidio and Reamaze offer flat-fee alternatives that become increasingly cost-competitive as ticket volume grows. The right choice depends on your support volume, team size, and how much Shopify order data integration you actually use.
The Shopify Integration Advantage
The reason Shopify stores pay a premium for a Shopify-native helpdesk vs a general tool like Zendesk or Freshdesk is order data integration. When a customer contacts support about their order, agents should see the order status, tracking info, payment status, and order history without switching tabs. Gorgias, Tidio, and Reamaze all pull Shopify order data into the ticket sidebar — but the depth of that integration and the ability to take actions (issue refunds, modify orders, create discount codes) directly from the ticket view varies significantly.
Gorgias has the deepest Shopify action integration: agents can refund orders, cancel orders, duplicate orders, and apply discount codes without leaving the ticket. This reduces handle time on common support request types (WISMO, refunds, exchanges) by eliminating the tab-switching friction. Reamaze and Tidio show order data but support fewer in-ticket actions.
Pricing Comparison
| App | Entry Plan | Includes | Overage | Model |
|---|---|---|---|---|
| Gorgias | $10/mo (Starter) | 50 tickets/mo; 3 agents | $0.40/ticket | Per-ticket pricing |
| Tidio | Free (basic chat) | Unlimited conversations | None (flat fee) | Flat fee by agent seat |
| Reamaze | $29/mo (Basic) | Unlimited tickets; 3 agents | None (flat fee) | Flat fee by agent + brand count |
Gorgias Basic ($60/mo) covers 300 tickets; Pro ($360/mo) covers 2,000 tickets. At 2,000 tickets/mo, Gorgias costs $360/mo vs Reamaze Basic at $29/mo (unlimited). The ticket-volume economics shift dramatically above 500 tickets/month.
Gorgias
Gorgias is purpose-built for ecommerce support teams — it's the only helpdesk tool in this comparison designed exclusively for DTC and Shopify brands. Every feature is optimised for the ecommerce support use case: macros (templated responses that automatically pull in order data), rules (auto-respond to WISMO tickets with tracking info), intent detection (classify tickets by type: order status, return request, product question), and revenue statistics (attribute support interactions to revenue impact by tracking purchases after support conversations).
The per-ticket pricing model is the most important factor to understand before committing. Gorgias Basic at $60/mo includes 300 tickets. If you process 500 tickets/mo, you pay $60 + $80 overage = $140/mo. At 1,000 tickets/mo you're at $60 + $280 = $340/mo. At 2,000 tickets/mo, you've hit the Pro plan at $360/mo. This is significantly more than Reamaze ($29/mo unlimited) for the same ticket volume.
Best for
- • DTC brands where support agents need deep order actions
- • Teams with WISMO as primary ticket type (automation ROI)
- • Brands wanting revenue attribution from support
- • Stores under 500 tickets/mo (pricing is competitive)
Not ideal for
- • High-volume support (1,000+ tickets/mo; per-ticket gets expensive)
- • Stores that mainly need live chat without deep ticket workflows
- • Multi-brand operations (pricing per brand adds up)
Tidio
Tidio is primarily a live chat tool with helpdesk capabilities layered in — the opposite architecture of Gorgias (ticket-first with chat added). Its strength is the live chat experience: the widget loads fast, the agent chat interface is clean, and the AI chatbot (Lyro) handles common FAQ deflection automatically. Lyro uses the store's knowledge base to answer questions without human involvement, which reduces inbound ticket volume rather than just managing it.
The free plan covers unlimited live chat conversations with up to 50 Lyro AI responses per month. The paid Tidio+ plans ($29–$49/mo) increase AI response limits and add advanced automation. Tidio's flat-fee model (no per-ticket charges) makes costs predictable regardless of support volume.
Tidio is the right choice for stores where live chat is the primary support channel and AI deflection is a priority. The Shopify order data integration is present but shallower than Gorgias — agents can see order details but can't issue refunds or modify orders directly from the chat.
Reamaze
Reamaze is the best-value full-featured helpdesk for Shopify stores at high ticket volume. At $29/mo (Basic) for 3 agents and unlimited tickets, it's significantly cheaper than Gorgias at comparable ticket counts. It handles email, live chat, social (Facebook, Instagram), SMS, and push notifications in one inbox — the channel breadth is wider than Gorgias at the same price point.
The Shopify integration shows order data in the sidebar and supports basic order actions (view order, track shipment), but lacks Gorgias's ability to issue refunds or modify orders directly. For support teams that handle exceptions manually (open Shopify admin to process the refund, then return to the ticket), this is a minor friction, not a blocker.
Reamaze is the right choice for growing stores processing 500+ support tickets per month who want flat-fee predictable pricing, multi-channel coverage, and a Shopify- aware inbox without paying Gorgias's per-ticket premium.
Which One Should You Use?
On a Gorgias Plan That No Longer Fits Your Volume?
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