CaseKit vs Gorgias
Gorgias is the best-known ecommerce helpdesk in the Shopify ecosystem, and it is a strong product. Compare that helpdesk workflow with CaseKit: order lookup and reviewed replies in Shopify Admin, plus an optional Gmail extension. CaseKit works without a Gmail connection.
- You want to draft replies in Shopify Admin or optional Gmail
- You can send reviewed replies through your existing inbox
- WISMO and order questions are most of your volume
- You do not need ticket queues, routing or SLAs
- A flat, predictable $19/month suits you better than usage billing
- You need chat, social and email in one queue
- Ticket management, assignment and SLAs matter
- You want Shopify actions like refunds from the helpdesk
- You want broad automation and AI deflection
- Support reporting is a core requirement
Side by side
| Requirement | CaseKit | Gorgias |
|---|---|---|
| Agent workspace | Shopify Admin; Gmail with the optional extension | Gorgias helpdesk inbox |
| Channels | Paste a message in Admin; open conversation in Gmail | Email, chat, social and more |
| Shopify order context | Core design, read-only | Deep native integration |
| Shopify actions (refund, cancel) | Not supported | Supported |
| Ticketing, assignment, SLAs | No | Yes |
| WISMO-specific scenario logic | Core design | Via broader automation and rules |
| Automatic sending | Never — human sends | Automation and AI Agent can respond |
| Setup effort | Install and connect the store | Helpdesk setup and migration |
| Pricing model | Flat $19/mo per store; optional Gmail uses one Google account | By billable tickets, seats unlimited |
| Entry price | $0 Free, $19/mo Pro | From $10/mo for 50 tickets |
Competitor details verified 29 August 2026. Pricing changes often — check the official page before deciding. Gorgias pricing.
How the two pricing models behave
This is usually the deciding factor, and it is not about which number is smaller today.
Gorgias scales with tickets
Because billing is by billable ticket rather than by seat, you can add teammates freely but your bill tracks support volume. Plans include a monthly ticket allowance with per-ticket overage beyond it, and the AI Agent is charged per automated resolution on top. A busy season raises the bill.
CaseKit is flat
$19 a month per store for unlimited template replies, with separate AI attempt limits. Order lookup and drafting work in Shopify Admin. The optional Gmail extension allows one connected Google account per store. See the Free and Pro allowances.
Gorgias pricing in detail
Gorgias bills by billable ticket rather than by agent seat, which is unusual and changes how you should budget.
| Plan | Monthly | Annual | Included tickets |
|---|---|---|---|
| Starter | $10/mo | — | 50 |
| Basic | $60/mo | $50/mo | 300 |
| Pro | $360/mo | $300/mo | 2,000 |
| Advanced | $900/mo | $750/mo | 5,000 |
| Enterprise | Custom quote | 5,000+ | |
| CaseKit Pro | $19/mo | $190/yr | Unlimited template replies; separate AI attempt limits |
Annual billing on Gorgias works out around 16% cheaper. Agent seats are effectively unlimited on paid plans. Tickets beyond your allowance are charged per ticket, and the AI Agent is billed separately per automated resolution on top of the plan. Verified 29 August 2026 — check the official page before budgeting.
The same WISMO ticket, in both tools
A customer emails asking where order #10582 is, with no order number in the subject.
The email arrives as a ticket in the Gorgias inbox. The Shopify sidebar shows the customer and their orders, and you can act on the order from there — refund, cancel, duplicate. You pick a macro, the variables fill in, you send. Rules and the AI Agent can handle some of these without you.
What you gave up: your team works in Gorgias now, not Gmail.
In Shopify Admin, paste the message and look up the order by number or customer email. Confirm the matching order, choose to generate a draft and review it against the order before copying it to your inbox. In Gmail, the optional extension shows the order beside the open conversation; review the draft before choosing Insert reply, then send it yourself.
What you gave up: no ticket queue, no refunds from the panel, no chat or social.
Switching cost, both directions
Gmail → Gorgias
Connect the mailbox, rebuild macros as Gorgias macros, set up rules and views, train the team on a new inbox. Days to weeks, and the team's muscle memory resets.
Your current inbox → CaseKit
Install the Shopify app to use order lookup and drafting in Admin. Add and connect the optional Chrome extension if you answer in Gmail. Follow the setup guide for either workflow.
CaseKit → Gorgias later
CaseKit does not manage a ticket queue. Move conversations through your existing inbox tools, and review the data retention and cancellation terms before disconnecting.
Where Gorgias is clearly stronger
A comparison that pretends otherwise would not help you decide.
Omnichannel
CaseKit drafts from a pasted message in Shopify Admin or an open Gmail conversation. Gorgias centralises multiple channels into one workspace, which CaseKit does not attempt.
Shopify actions
Gorgias supports acting on Shopify from the helpdesk. CaseKit is read-only by design and cannot refund, cancel or edit an order.
Support operations
Assignment, SLAs, views, rules and reporting are helpdesk capabilities. CaseKit has a basic usage view and nothing resembling a queue.
CaseKit and Gorgias: common questions
Does CaseKit replace Gorgias?
How does Gorgias pricing work?
Is Gorgias better at Shopify than CaseKit?
Can I use both?
Which is cheaper?
Try a Shopify order reply with CaseKit
Start in Shopify Admin with unlimited order lookups and 25 generated drafts per month on Free. Gmail is optional. Review every reply before sending it from your existing inbox.