GladlyGorgiasGladly vs Gorgias

Gladly vs Gorgias: customer service or ecommerce help desk

A customer service platform against an ecommerce help desk: Gorgias is $840 a month cheaper for five people. Where Gladly and Gorgias split, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

Try the third optionSellio pricing

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The short answer

Pick Gladly if you want one timeline per customer instead of a ticket queue, across voice and messaging. Pick Gorgias if you sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket. For five people, Gorgias is $840 a month cheaper than Gladly ($900 a month on Gladly against $60 on Gorgias), before AI. Sellio Mini, at $45, comes in $15 below Gorgias. Gladly and Gorgias both include website chat, email, WhatsApp and Instagram in the price. Neither Gladly nor Gorgias includes Telegram outright. For a team of two to ten weighing Gladly against Gorgias, the third option below puts chat and tickets at one workspace price.

At a glanceGladlyGladlyGorgiasGorgias
Built aroundThe customer, not the ticket · one timeline per personShopify orders · tickets priced by volume
Entry planQuote · no printed prices$10/mo · Starter: 50 tickets
Chat in the priceQuote · all channels in the seat$60/mo · Basic: 300 tickets, any agents
AI agentSidekick · per resolution, by quoteAbout $1 per resolution · and it counts as a ticket
Copilot for agentsIn SidekickIncluded · AI-assisted replies
Free planNone · demo firstNone · trial offered

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    GladlyGladly

    As a moment on the customer's timeline, whatever the channel; there is no ticket number. Gorgias raises a ticket where Gladly keeps a conversation.

    GorgiasGorgias

    As a ticket with the Shopify order beside it, so an agent can refund or edit without leaving. Gladly has no ticket queue behind its conversations.

  2. 02

    What the seat buys

    GladlyGladly

    No price is printed; older summaries put seats near $180 a month, with a demo before a quote. $900 for five people, against $60 on Gorgias.

    GorgiasGorgias

    There are no seats: $60 buys 300 tickets a month for any number of agents, and about $0.40 a ticket past that. $60 for five people, against $900 on Gladly.

  3. 03

    How the AI is billed

    GladlyGladly

    Sidekick, the AI agent, is sold per resolution, priced in the quote. Gorgias meters AI (about $1 per resolution) above the seats as well.

    GorgiasGorgias

    AI Agent is about $1 per resolved conversation, and each resolution also counts as a ticket. Gladly meters AI (Sidekick) above the seats as well.

  4. 04

    Channels in the price

    GladlyGladly

    Voice, email, chat, SMS, Messenger, Instagram and WhatsApp on one timeline; no Telegram. The same set as Gorgias.

    GorgiasGorgias

    Email, chat, Messenger, Instagram, WhatsApp and SMS, with the store's order data in every one. The same set as Gladly.

  5. 05

    Beyond the inbox

    GladlyGladly

    Voice with IVR, a help center and task management for retail service teams. Gorgias is an ecommerce help desk instead.

    GorgiasGorgias

    Revenue reporting, order actions, convert campaigns and deep Shopify, BigCommerce and Magento apps. Gladly is a customer service platform instead.

  6. 06

    Time to the first reply

    GladlyGladly

    A sales cycle, then a guided onboarding. Gorgias is hours for a Shopify store.

    GorgiasGorgias

    Hours for a Shopify store: install the app, connect the mailbox, turn on the macros. Gladly is a sales cycle, then a guided onboarding.

Sources: Gladly pricing · Gorgias pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The Gladly customer timeline: calls, chats and emails from one person in one thread
GladlyGladly. The Gladly customer timeline: calls, chats and emails from one person in one thread
The Gorgias ticket view: the customer thread with the Shopify order and actions on the right
GorgiasGorgias. The Gorgias ticket view: the customer thread with the Shopify order and actions on the right

Pricing references: Gladly pricing page (recorded 2026-09-13; needs verification); Gorgias pricing page (recorded 2026-09-06; needs verification). Prices change; confirm current terms with each vendor.

Gladly, Gorgias and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureGladlyGladlyGorgiasGorgiasSellio

Pricing

Pricing model
Quote; AI per resolution
Per ticket volume; AI per resolution on top.
Per workspace; seats and channels are plan limits
Free plan
None
Trial only.
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
In the seat
Chat widget.
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
In the seat
Yes.
From Mini: forward your support address; reply from the thread
WhatsApp
Plus fees
Yes.
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
In the seat
Yes, including comments.
From Mini: Instagram DMs beside web chat
Telegram
Not offered
Not a channel.
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Not offered
Slack notifications.
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
Sidekick
AI Agent with Shopify actions.
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
Per resolution, quoted
About $1 per resolution, plus the ticket.
Metered from an included credit, with caps you set
AI hands off to a person
Hands to a hero
Hands to agents.
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
Timeline, not tickets
Ticket-first.
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Rules and routing
Rules and macros.
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Reporting
Support and revenue stats.
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser only
Browser and mobile.
Native Windows and macOS apps

Which one, for whom

Pick Gladly if

  • You want one timeline per customer instead of a ticket queue, across voice and messaging.
  • You are a consumer brand with a team large enough for a sales-led rollout.
  • Time to the first reply is a sales cycle, then a guided onboarding here and hours for a Shopify store on Gorgias.
  • Its pricing model suits you better than Gorgias's: no prices printed; a demo, then a quote. Older summaries put seats at about $180 a month.

Pick Gorgias if

  • You sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket.
  • Ticket volume is low and steady, so paying by ticket beats paying by seat.
  • Five people cost $840 a month less than on Gladly ($60 against $900), before AI.
  • You need a ticket queue, which Gladly does not have.

The third option: Sellio

  • Your team is two to ten people on chat, messaging and email. Weigh workspace pricing against $900 a month on Gladly against $60 on Gorgias for five people; the billing units and included features differ.
  • You want a ceiling on AI spend: Gladly meters AI (Sidekick) above the seats, Gorgias meters AI (about $1 per resolution) above the seats, and Sellio stops at the cap you set.
  • You need Telegram and native Windows and macOS apps, which neither Gladly nor Gorgias includes.

What two, five and ten people pay

Gladly: $900 a month for five (5 seats × about $180, from older summaries); it does not print a per-seat rate to extend to two or ten. Gorgias: $60 a month for five (300 tickets a month, any number of agents); it does not print a per-seat rate to extend to two or ten. Sellio: Free for two seats; Mini at $45 for five, $855 less than Gladly and $15 less than Gorgias for five people; Essentials at $95 for ten, the AI credit included.

Where the two agree, and where they split

Gladly is a customer service platform built around the customer, not the ticket; Gorgias is an ecommerce help desk built around Shopify orders. Neither has a free plan: Gladly offers no trial, Gorgias a free trial. Gladly and Gorgias both include website chat, email, WhatsApp and Instagram in the price. Neither Gladly nor Gorgias includes Telegram outright. Gladly (Sidekick) and Gorgias (about $1 per resolution) both meter AI above the seats. Gorgias has tickets and Gladly does not, and neither Gladly nor Gorgias ships a desktop app. Gladly is a sales cycle, then a guided onboarding; Gorgias is hours for a Shopify store.

What each price leaves out

Gladly: Sidekick is priced per resolution in the quote. Gorgias: AI Agent about $0.90 to $1.00 per resolved conversation on top of the plan; extra tickets about $0.36 to $0.40 each. Beside Gladly's Sidekick and Gorgias's about $1 per resolution, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How these figures were read

Gladly does not print the figures above in a form a fetch can read (No prices printed; a demo, then a quote. Older summaries put seats at about $180 a month.), so they are marked unverified here beside Gorgias's, and Gladly's pricing page should be checked before you decide. Gorgias does not print the figures above in a form a fetch can read (Per ticket volume, not per agent. Gorgias renders its table in the browser, so these figures were confirmed from published summaries; check the vendor page.), so they are marked unverified here beside Gladly's, and Gorgias's pricing page should be checked before you decide.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    GladlyGladlySee vendorNot quoted
    GorgiasGorgiasSee vendorNot quoted
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    GladlyGladly · None; demo first
    GorgiasGorgias · Free trial offered
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

Gladly vs Gorgias: the questions people ask

Gladly is a customer service platform built around the customer, not the ticket; Gorgias is an ecommerce help desk built around Shopify orders. Gorgias has tickets and Gladly does not, and neither Gladly nor Gorgias ships a desktop app.

  • Entry plan: Gladly Quote (no printed prices); Gorgias $10/mo (Starter: 50 tickets).
  • Chat in the price: Gladly Quote (all channels in the seat); Gorgias $60/mo (Basic: 300 tickets, any agents).
  • Sellio's inbox: Telegram, which neither Gladly nor Gorgias has outright, plus the rest of the five, on every paid plan.

The shared inbox page puts Sellio beside Gladly and Gorgias on the same rows.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

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