Gladly vs Gorgias 2026: Features, Pricing & Who Wins

Honest breakdown of ticket-free enterprise CX vs ecommerce-native helpdesk, AI resolution billing differences, hidden cost structures, and who wins based on real user reviews and head-to-head testing.

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Gladly vs Gorgias: How They Stack Up

Side-by-side comparison on the things that matter most

Criteria	Gladly	Gorgias
G2 Rating G2 Rating	4.4/5 (1,092 reviews); consistently rated easy to use 4.4/5 (1,092 reviews); consistently rated easy to use	4.6/5 (548 reviews); Shopify merchants' preferred platform 4.6/5 (548 reviews); Shopify merchants' preferred platform
Starting price Starting price	~$180/user/mo (10-seat min, annual); no free plan or trial ~$180/user/mo (10-seat min, annual); no free plan or trial	Starter: $10/mo (50 tickets, 3 seats); 7-day free trial Starter: $10/mo (50 tickets, 3 seats); 7-day free trial
Setup time Setup time	Days; no-code setup; Guides in plain English; no IT required Days; no-code setup; Guides in plain English; no IT required	Hours; Shopify connects in minutes; guided onboarding checklist Hours; Shopify connects in minutes; guided onboarding checklist
Hidden costs Hidden costs	Voice: $0.06216/min; SMS billed separately; onboarding fees extra Voice: $0.06216/min; SMS billed separately; onboarding fees extra	AI Agent double-billed (helpdesk + $0.90-$1.00/resolution); overage fees AI Agent double-billed (helpdesk + $0.90-$1.00/resolution); overage fees
AI copilot pricing AI copilot pricing	Customer AI agent assist included in platform; usage-based voice Customer AI agent assist included in platform; usage-based voice	AI-assisted replies (rules/macros) included; AI Copilot via add-on AI-assisted replies (rules/macros) included; AI Copilot via add-on
Agentic AI pricing Agentic AI pricing	Sidekick AI: ~$0.60/conversation (automated resolution) Sidekick AI: ~$0.60/conversation (automated resolution)	AI Agent: $0.90/resolution (annual); $1.00/resolution (monthly) AI Agent: $0.90/resolution (annual); $1.00/resolution (monthly)
Storage Storage	Not publicly disclosed; enterprise-grade cloud storage Not publicly disclosed; enterprise-grade cloud storage	Not publicly disclosed; standard Gorgias cloud Not publicly disclosed; standard Gorgias cloud
Support availability Support availability	Dedicated account management; enterprise support included Dedicated account management; enterprise support included	Email support standard; dedicated success manager on Advanced+ Email support standard; dedicated success manager on Advanced+

TLDR Verdict

Quick guide to help you decide

Gladly

Break down

No tickets; one continuous lifelong conversation across all channels
$40M Series E (Sep 2024); AI platform fully relaunched 2025
240M+ conversations powered; trusted by Nordstrom, Ulta Beauty, TUMI
Dedicated Hero for VIP customers; native voice, SMS, email, chat, social
Best for: enterprise B2C brands needing voice-heavy, relationship-first CX

Gorgias

Break down

Ticket-based pricing from $10/mo; no per-seat cost on most plans
15,000+ DTC brands; Shopify native; 60% AI resolution rate claimed
Unlimited agent seats on Basic and above; scales with ticket volume
Best for: Shopify and DTC ecommerce brands at any stage of growth

Why Choose Us?

Key differences between Gladly and Gorgias

Gladly's Recent Evolution

Gladly raised $40M in Series E funding in Sep 2024 led by AXA Venture Partners, and rebranded Sidekick to Gladly AI while unifying its entire CX platform in 2025.

$40M Series E led by AXA Venture Partners (Sep 2024)
Sidekick rebranded to Gladly AI; Gladly Team replaces Hero (2025)
510M cumulative cost savings reported across brands using Gladly

Platform Architecture

Gladly is ticket-free; every customer has one continuous conversation thread. Gorgias is ticket-based with e-commerce data surfaced in each ticket sidebar.

Gladly: no ticket numbers; lifelong customer conversation view
Gorgias: ticket inbox with Shopify order sidebar embedded per ticket
Gorgias: AI Agent, order management, refunds within ticket interface

Pricing Models

Gladly charges per agent (10-seat min, ~$180/user/mo). Gorgias charges per ticket volume with unlimited agents on most plans.

Gladly: ~$180/user/mo; 10-seat minimum = $1,800/mo entry floor
Gorgias: $10/mo (50 tickets); $60/mo (300 tickets); $360/mo (2K tickets)
Gorgias: unlimited agent seats on Basic and above

Automation Architecture

Gladly AI resolves conversations end-to-end with no-code Guides. Gorgias AI Agent handles WISMO, returns, and order actions via Shopify data.

Gladly: plain English Guides for AI behavior; no developer required
Gorgias: Rules engine for ticket routing; AI Agent for Shopify order actions
Gorgias: AI Agent resolves ~60% of common ecommerce queries claimed

Support Quality

Gladly provides dedicated account management. Gorgias support quality is rated positively but response times criticized on smaller plans.

Gladly: dedicated account management included; enterprise-grade support
Gorgias: email support standard; success manager from Advanced plan only
Gorgias reviews note slow email support on lower-tier plans

Integration Ecosystem

Gorgias leads on e-commerce ecosystem depth with 150+ apps. Gladly focuses on Shopify, Magento, BigCommerce, and workforce management tools.

Gorgias: Shopify, Klaviyo, Loop Returns, Recharge, Yotpo, 150+ total
Gladly: Shopify, Magento, BigCommerce, Salesforce, workforce mgmt
Gorgias: AI Agent only for Shopify, BigCommerce, Magento (no WooCommerce)

Product Overview

Understanding what each platform offers

Gladly

People-first, ticket-free enterprise CX platform

Gladly is a ticket-free customer service AI platform trusted by premium B2C brands including Nordstrom, Crate and Barrel, Ulta Beauty, TUMI, and Allbirds. Founded in 2014 in San Francisco, it raised $208M total and $40M in Series E funding in Sep 2024. At its core is a continuous lifelong conversation model where every customer has one thread across all channels, never a ticket number.

Founded

2014

Revenue

~$34.8M (est.)

Employees

~238

Ownership

Private VC ($208M raised)

Gorgias

Ecommerce-native conversational AI helpdesk for DTC brands

Gorgias is the dominant helpdesk for DTC and Shopify brands, serving 15,000+ merchants including Steve Madden, Glossier, BrüMate, and TUSHY. Founded in 2015 in San Francisco, it raised $104M total including $29M in May 2024. Its ticket-volume pricing model means unlimited agents on most plans, and its AI Agent automates up to 60% of ecommerce support queries natively within the Shopify ecosystem.

Founded

2015

Revenue

[NOT PUBLICLY DISCLOSED]

Employees

~450

Ownership

Private VC ($104M raised)

Feature by Feature Comparison

Deep dive into how each platform performs across key areas

Gladly

Gladly

No-code setup; plain English Guides to train AI without developers
Deploys in days; templates based on 240M+ conversations and 10+ years
100% of G2 reviewers rated 4 or 5 stars (Winter 2024 G2 reports)
No free trial; demo-led sales process required before purchase

Gorgias

Gorgias

7-day free trial; Shopify connects in minutes via guided checklist
Intuitive interface; praised for fast agent onboarding in reviews
Some users note UI complexity with advanced rules and reporting

Bottom line: Gorgias is faster to start with its free trial and Shopify wizard. Gladly deploys in days but requires a sales-led demo process.

Gladly

Gladly

Hero: ~$180/user/mo (annual, 10-seat min); Superhero: ~$210/user/mo (45-seat min)
Voice usage: $0.06216/min; SMS and toll-free calls billed separately
Sidekick AI: ~$0.60/conversation; onboarding fees not included in base

Gorgias

Gorgias

Starter: $10/mo (50 tickets); Basic: $60/mo (300 tickets); Pro: $360/mo (2K tickets)
AI Agent billed separately: $0.90/resolution (annual) on top of helpdesk ticket
Overages: $0.36-$0.40/ticket; seasonal spikes can double monthly bill

Bottom line: Gorgias has a lower entry floor but costs scale unpredictably at volume. Gladly's high per-agent cost suits mature enterprise teams only.

Gladly

Gladly

No-code Guides teach AI brand voice and escalation rules in plain English
Journeys: visual AI performance tracking across all channels
Sidekick handles returns, order tracking, refunds end-to-end autonomously

Gorgias

Gorgias

Rules engine for ticket tagging, routing, and auto-reply automation
AI Agent: WISMO, returns, refunds, order edits, subscription management
Revenue attribution: track sales generated via support chats and SMS

Bottom line: Both automate Tier 1 order queries well. Gorgias revenue attribution and Shopify action depth are stronger for DTC growth teams.

Gladly

Gladly

Shopify, Magento, BigCommerce, Salesforce, workforce management tools
REST APIs for custom workflow extensions and CRM data ingestion
Sidekick App Store for self-service automations via third-party apps

Gorgias

Gorgias

150+ apps: Shopify, Klaviyo, Loop Returns, Recharge, Yotpo, AfterShip, Attentive
AI Agent actions only on Shopify, BigCommerce, Magento (no WooCommerce)
App store built specifically for DTC ecommerce stack integrations

Bottom line: Gorgias leads on DTC ecommerce ecosystem breadth. Gladly integrates more deeply with enterprise CRM and workforce tools.

Gladly

Gladly

SOC 2, GDPR, CCPA compliant; enterprise-grade security standard
SAML/SSO for enterprise identity management
99.9%+ uptime; enterprise SLAs included in higher packages

Gorgias

Gorgias

SOC 2, GDPR; Certified B Corporation for sustainable practices
Role-based access controls; RBAC for team and data management
Standard cloud security; no GovCloud or HIPAA mentioned publicly

Bottom line: Both meet standard enterprise compliance. Gladly's enterprise SLAs and SAML SSO offer stronger governance for large organizations.

Gladly

Gladly

Dedicated account management included at Hero level and above
94% of G2 users would recommend Gladly (Winter 2024)
Learning and training website with certification courses for agents

Gorgias

Gorgias

Email support standard; dedicated success manager from Advanced ($900/mo)
G2 reviews note slow response times from Gorgias support team
Active community; B Corp certified; 15,000-brand ecosystem for peer learning

Bottom line: Gladly includes dedicated account management. Gorgias restricts premium support access to high-spend Advanced/Enterprise plans.

Gladly

Gladly

Insight Builder: custom reports for any business question without SQL
Liveboards: real-time contact center performance and agent status
Topics trending; SLA tracking; agent productivity metrics out of the box

Gorgias

Gorgias

Revenue statistics: track sales driven by support chats (Pro plan+)
CSAT reporting, response time, and ticket volume dashboards
Advanced automation stats; AI resolution rate tracking on all plans

Bottom line: Gorgias revenue attribution is unique for DTC growth tracking. Gladly's Liveboards and custom Insight Builder suit contact center operations better.

Gladly

Gladly

Role-based access; dedicated Hero for VIP customer routing
Task User and Analyst User roles at separate billing rates
Capacity planning; proactive outreach and scheduling tools built in

Gorgias

Gorgias

Unlimited agent seats on Basic and above; no per-seat governance cost
Role-based ticket views and inbox filters per agent
API rate limits cap at 40-80 requests/20 sec on standard plans

Bottom line: Gorgias's unlimited seats simplify team scaling. Gladly's multi-role billing model suits contact centers needing granular workforce control.

Gladly

Gladly

No-code setup; plain English Guides to train AI without developers
Deploys in days; templates based on 240M+ conversations and 10+ years
100% of G2 reviewers rated 4 or 5 stars (Winter 2024 G2 reports)
No free trial; demo-led sales process required before purchase

Gorgias

Gorgias

7-day free trial; Shopify connects in minutes via guided checklist
Intuitive interface; praised for fast agent onboarding in reviews
Some users note UI complexity with advanced rules and reporting

Bottom line: Gorgias is faster to start with its free trial and Shopify wizard. Gladly deploys in days but requires a sales-led demo process.

Gladly

Gladly

Hero: ~$180/user/mo (annual, 10-seat min); Superhero: ~$210/user/mo (45-seat min)
Voice usage: $0.06216/min; SMS and toll-free calls billed separately
Sidekick AI: ~$0.60/conversation; onboarding fees not included in base

Gorgias

Gorgias

Starter: $10/mo (50 tickets); Basic: $60/mo (300 tickets); Pro: $360/mo (2K tickets)
AI Agent billed separately: $0.90/resolution (annual) on top of helpdesk ticket
Overages: $0.36-$0.40/ticket; seasonal spikes can double monthly bill

Bottom line: Gorgias has a lower entry floor but costs scale unpredictably at volume. Gladly's high per-agent cost suits mature enterprise teams only.

Gladly

Gladly

No-code Guides teach AI brand voice and escalation rules in plain English
Journeys: visual AI performance tracking across all channels
Sidekick handles returns, order tracking, refunds end-to-end autonomously

Gorgias

Gorgias

Rules engine for ticket tagging, routing, and auto-reply automation
AI Agent: WISMO, returns, refunds, order edits, subscription management
Revenue attribution: track sales generated via support chats and SMS

Bottom line: Both automate Tier 1 order queries well. Gorgias revenue attribution and Shopify action depth are stronger for DTC growth teams.

Gladly

Gladly

Shopify, Magento, BigCommerce, Salesforce, workforce management tools
REST APIs for custom workflow extensions and CRM data ingestion
Sidekick App Store for self-service automations via third-party apps

Gorgias

Gorgias

150+ apps: Shopify, Klaviyo, Loop Returns, Recharge, Yotpo, AfterShip, Attentive
AI Agent actions only on Shopify, BigCommerce, Magento (no WooCommerce)
App store built specifically for DTC ecommerce stack integrations

Bottom line: Gorgias leads on DTC ecommerce ecosystem breadth. Gladly integrates more deeply with enterprise CRM and workforce tools.

Gladly

Gladly

SOC 2, GDPR, CCPA compliant; enterprise-grade security standard
SAML/SSO for enterprise identity management
99.9%+ uptime; enterprise SLAs included in higher packages

Gorgias

Gorgias

SOC 2, GDPR; Certified B Corporation for sustainable practices
Role-based access controls; RBAC for team and data management
Standard cloud security; no GovCloud or HIPAA mentioned publicly

Bottom line: Both meet standard enterprise compliance. Gladly's enterprise SLAs and SAML SSO offer stronger governance for large organizations.

Gladly

Gladly

Dedicated account management included at Hero level and above
94% of G2 users would recommend Gladly (Winter 2024)
Learning and training website with certification courses for agents

Gorgias

Gorgias

Email support standard; dedicated success manager from Advanced ($900/mo)
G2 reviews note slow response times from Gorgias support team
Active community; B Corp certified; 15,000-brand ecosystem for peer learning

Bottom line: Gladly includes dedicated account management. Gorgias restricts premium support access to high-spend Advanced/Enterprise plans.

Gladly

Gladly

Insight Builder: custom reports for any business question without SQL
Liveboards: real-time contact center performance and agent status
Topics trending; SLA tracking; agent productivity metrics out of the box

Gorgias

Gorgias

Revenue statistics: track sales driven by support chats (Pro plan+)
CSAT reporting, response time, and ticket volume dashboards
Advanced automation stats; AI resolution rate tracking on all plans

Bottom line: Gorgias revenue attribution is unique for DTC growth tracking. Gladly's Liveboards and custom Insight Builder suit contact center operations better.

Gladly

Gladly

Role-based access; dedicated Hero for VIP customer routing
Task User and Analyst User roles at separate billing rates
Capacity planning; proactive outreach and scheduling tools built in

Gorgias

Gorgias

Unlimited agent seats on Basic and above; no per-seat governance cost
Role-based ticket views and inbox filters per agent
API rate limits cap at 40-80 requests/20 sec on standard plans

Bottom line: Gorgias's unlimited seats simplify team scaling. Gladly's multi-role billing model suits contact centers needing granular workforce control.

Pricing & Value Breakdown

Transparent comparison of costs and what's included: Gladly vs Gorgias

Plan Tier	Gladly	Gorgias
Free/Entry Free/Entry	No free plan; no free trial; demo required before access No free plan; no free trial; demo required before access	Starter: $10/mo (50 tickets, 3 seats only); 7-day free trial Starter: $10/mo (50 tickets, 3 seats only); 7-day free trial
Mid-Tier Mid-Tier	No mid-tier; Hero starts ~$180/user/mo with 10-seat minimum No mid-tier; Hero starts ~$180/user/mo with 10-seat minimum	Basic: $60/mo (300 tickets); unlimited agents; Shopify, Klaviyo, 150+ integrations Basic: $60/mo (300 tickets); unlimited agents; Shopify, Klaviyo, 150+ integrations
Professional Professional	Hero: ~$180/user/mo (annual, 10-seat min); full omnichannel, voice, SMS, AI Hero: ~$180/user/mo (annual, 10-seat min); full omnichannel, voice, SMS, AI	Pro: $360/mo (2,000 tickets); revenue stats, 600 AI Agent interactions included Pro: $360/mo (2,000 tickets); revenue stats, 600 AI Agent interactions included
Enterprise Enterprise	Superhero: ~$210/user/mo (45-seat min); advanced capacity and features Superhero: ~$210/user/mo (45-seat min); advanced capacity and features	Advanced: $900/mo (5,000 tickets); dedicated email server, 2,500 AI interactions Advanced: $900/mo (5,000 tickets); dedicated email server, 2,500 AI interactions
Unlimited Agent Unlimited Agent	Not available; per-agent model; Sidekick AI ~$0.60/conversation extra Not available; per-agent model; Sidekick AI ~$0.60/conversation extra	No per-seat pricing on Basic+; entire team included in ticket-volume plan No per-seat pricing on Basic+; entire team included in ticket-volume plan

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AI Pricing Deep Dive

See which AI capabilities are included vs charged as extras: Gladly vs Gorgias

AI Capability	Gladly	Gorgias
AI Agent Assistance AI Agent Assistance	Customer AI included; assists agents with context and reply drafts Customer AI included; assists agents with context and reply drafts	Suggested replies via rules/macros included; AI Copilot add-on Suggested replies via rules/macros included; AI Copilot add-on
Ticket Summarization Ticket Summarization	AI summarization built into platform; no separate fee AI summarization built into platform; no separate fee	AI ticket summarization via AI Agent (billed per resolution) AI ticket summarization via AI Agent (billed per resolution)
Response Generation Response Generation	AI response generation included in Gladly AI platform AI response generation included in Gladly AI platform	AI reply drafts via Automate features; Pro plan includes 600 AI interactions AI reply drafts via Automate features; Pro plan includes 600 AI interactions
Intelligent Routing Intelligent Routing	People-match routing; AI routes to best-fit agent by skill and history People-match routing; AI routes to best-fit agent by skill and history	Automated rules-based routing included; AI-powered routing on Pro+ Automated rules-based routing included; AI-powered routing on Pro+
Sentiment Analysis Sentiment Analysis	Included; emotional intelligence and sentiment part of core AI Included; emotional intelligence and sentiment part of core AI	[VERIFY] Sentiment detection via rules; no native AI sentiment scoring [VERIFY] Sentiment detection via rules; no native AI sentiment scoring
Conversational AI/Chatbot Conversational AI/Chatbot	Sidekick/Gladly AI resolves conversations end-to-end; ~$0.60/conversation Sidekick/Gladly AI resolves conversations end-to-end; ~$0.60/conversation	AI Agent resolves WISMO, returns, refunds, order edits autonomously AI Agent resolves WISMO, returns, refunds, order edits autonomously
Pay-per-Resolution Pay-per-Resolution	~$0.60/conversation for fully automated AI resolution via Sidekick ~$0.60/conversation for fully automated AI resolution via Sidekick	$0.90/resolution (annual); $1.00/resolution (monthly); billed separately from helpdesk $0.90/resolution (annual); $1.00/resolution (monthly); billed separately from helpdesk

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Hidden Costs Comparison

The real cost of Gladly vs Gorgias: what's included and what costs extra

Features	Gladly	Gorgias
Voice/phone Voice/phone	Billed per minute; $0.06216/min active; toll-free calls extra Billed per minute; $0.06216/min active; toll-free calls extra	Voice add-on; $1.20/ticket entry rate (volume discounts available) Voice add-on; $1.20/ticket entry rate (volume discounts available)
SMS SMS	Billed separately per message; not in base per-agent price Billed separately per message; not in base per-agent price	SMS tickets billed at platform rates; voice/SMS both add-on costs SMS tickets billed at platform rates; voice/SMS both add-on costs
AI resolution AI resolution	Sidekick AI ~$0.60/conversation; separate from base plan Sidekick AI ~$0.60/conversation; separate from base plan	AI Agent double-billed: helpdesk ticket + $0.90-$1.00 resolution fee AI Agent double-billed: helpdesk ticket + $0.90-$1.00 resolution fee
Onboarding Onboarding	Custom quote; implementation not included in base pricing Custom quote; implementation not included in base pricing	Free trial + self-serve setup; dedicated success manager on Advanced only Free trial + self-serve setup; dedicated success manager on Advanced only
Seasonal spikes Seasonal spikes	Per-agent pricing means costs stay stable during volume spikes Per-agent pricing means costs stay stable during volume spikes	Overages: $0.36-$0.40/ticket; BFCM can 2-3x monthly bill Overages: $0.36-$0.40/ticket; BFCM can 2-3x monthly bill
Agent seats Agent seats	10-seat minimum for Hero; 45-seat min for Superhero 10-seat minimum for Hero; 45-seat min for Superhero	Unlimited agents on Basic+; no per-seat scaling costs Unlimited agents on Basic+; no per-seat scaling costs
Support tier Support tier	Dedicated account management included at Hero level Dedicated account management included at Hero level	Email support standard; success manager from $900/mo Advanced plan Email support standard; success manager from $900/mo Advanced plan

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Industry-Specific Use Cases

Find the right platform for your industry

Features	Front	Hiver	Verdict
SaaS / Tech Companies SaaS / Tech Companies	Strong: omnichannel; Salesforce, HubSpot, Jira integrations; 9,000+ tech customers Strong: omnichannel; Salesforce, HubSpot, Jira integrations; 9,000+ tech customers	Strong: Gmail-first SaaS teams; Harvard, HubSpot, Canva, Shutterstock users Strong: Gmail-first SaaS teams; Harvard, HubSpot, Canva, Shutterstock users	Front for omnichannel SaaS; Hiver for Gmail-first SaaS teams Front for omnichannel SaaS; Hiver for Gmail-first SaaS teams
E-commerce / Retail E-commerce / Retail	Strong: Shopify integration; SMS and chat for order support; ClickUp uses Front Strong: Shopify integration; SMS and chat for order support; ClickUp uses Front	Moderate: no Shopify native; suitable for Gmail-centric retail operations Moderate: no Shopify native; suitable for Gmail-centric retail operations	Front wins on e-commerce channel breadth; Hiver if Gmail-only Front wins on e-commerce channel breadth; Hiver if Gmail-only
Healthcare / BFSI Healthcare / BFSI	Moderate: SOC 2 compliant; HIPAA not clearly available on standard plans Moderate: SOC 2 compliant; HIPAA not clearly available on standard plans	Strong: HIPAA on Elite; ISO 27001; Okta SSO; ideal for health-tech teams Strong: HIPAA on Elite; ISO 27001; Okta SSO; ideal for health-tech teams	Hiver wins on HIPAA accessibility; Front requires plan verification Hiver wins on HIPAA accessibility; Front requires plan verification
Education / K-12 / Universities Education / K-12 / Universities	Moderate: no free plan; Starter pricing accessible; Harvard not listed as customer Moderate: no free plan; Starter pricing accessible; Harvard not listed as customer	Strong: free plan; Harvard University uses Hiver; easy Gmail adoption Strong: free plan; Harvard University uses Hiver; easy Gmail adoption	Hiver wins on free plan and Harvard-endorsed ease of use Hiver wins on free plan and Harvard-endorsed ease of use
IT Services / MSPs IT Services / MSPs	Moderate: Jira integration; no ITSM asset management capabilities Moderate: Jira integration; no ITSM asset management capabilities	Moderate: Jira and ServiceNow integrated; no native ITSM asset management Moderate: Jira and ServiceNow integrated; no native ITSM asset management	Tie: both cover core IT integrations; neither has full ITSM depth Tie: both cover core IT integrations; neither has full ITSM depth
Non-profit / Government Non-profit / Government	Moderate: no listed nonprofit discounts; Starter accessible for small teams Moderate: no listed nonprofit discounts; Starter accessible for small teams	Strong: nonprofit discounts available; free plan suits small nonprofit teams Strong: nonprofit discounts available; free plan suits small nonprofit teams	Hiver wins on free plan and nonprofit discounts Hiver wins on free plan and nonprofit discounts
Manufacturing / Logistics Manufacturing / Logistics	Strong: logistics sector focus; Uber Freight and Reed Mackay use Front Strong: logistics sector focus; Uber Freight and Reed Mackay use Front	Limited: not primarily targeted at manufacturing; Gmail-dependency limits IoT use Limited: not primarily targeted at manufacturing; Gmail-dependency limits IoT use	Front wins clearly for logistics and travel verticals Front wins clearly for logistics and travel verticals

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Switching to HappyFox from Gladly or Gorgias

The 4-Step Process (2-5 Weeks Total)

1

Export & Assessment

2-5 Days

Export and assess your current setup.

All tickets, contacts, and profiles
Knowledge base articles and macros
SLA policies and team structure
Custom fields, tags, and historical data

2

Config & Mapping

3-7 Days

Configure HappyFox and map your data.

Ticket categories, statuses and SLAs
Team structure and roles
Email routing and channels
Automation rules and branding

3

Automation Setup

2-5 Days

Set up automation rules and workflows.

Ticket routing and escalation rules
SLA timers and business hour calendars
Smart rules, canned responses, and macros
Integration connections and webhook triggers

4

Testing & Go-Live

5-10 Days

Test thoroughly and go live with confidence.

End-to-end ticket flow testing
Agent training and onboarding sessions
Parallel running period (optional)
Go-live with HappyFox support on standby

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Frequently Asked Questions

What is the minimum cost to use Gladly?

Gladly's Hero plan starts at approximately $180 per user per month with a 10-seat annual minimum, meaning the true entry cost is around $1,800 per month or $21,600 per year. Voice and SMS are billed separately on top of this base cost.

How does Gorgias AI Agent billing work?

Gorgias charges for each AI-resolved conversation at $0.90 per resolution on annual plans. This fee applies in addition to the standard helpdesk ticket cost, meaning fully automated interactions are effectively double-billed. Pro plans include 600 AI interactions before additional charges apply.

Is Gladly or Gorgias better for Shopify stores?

Gorgias is the stronger choice for Shopify stores at virtually every scale. Its native Shopify integration lets agents view order history and take actions like refunds and cancellations directly inside tickets. Gladly also integrates with Shopify but is primarily designed for larger enterprise retail brands.

Does Gorgias work for non-Shopify ecommerce?

Yes, but with limitations. Gorgias integrates with BigCommerce and Magento in addition to Shopify. However, its AI Agent automation only functions on Shopify, BigCommerce, and Magento. WooCommerce stores cannot use AI Agent features, limiting autonomous resolution capabilities for that segment.

Which platform handles voice support better?

Gladly is the stronger platform for voice-heavy contact centers. Voice is natively built into Gladly with IVR, skills-based routing, and proactive voice capabilities. Gorgias supports voice as a paid add-on starting at $1.20 per ticket, best suited for lower-volume phone support alongside digital channels.

Why settle for either? See what HappyFox offers.

Custom demo + side-by-side comparison + cost savings analysis

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