Resolve vs Gorgias
Gorgias is a strong, ecommerce-native helpdesk, deeply integrated with Shopify and built for online stores. If your world is Shopify order support, its native actions are a real advantage. The friction shows up in pricing: plans are metered on ticket volume, and its automation resolutions carry a per-resolution economic model that repeats the industry problem of paying more as the AI works better. Resolve is flat-priced and channel-agnostic. Here is a fair comparison.
How Gorgias works and where teams hit walls
Gorgias centralizes store support: it pulls Shopify order data into the ticket, lets agents refund or cancel without leaving the helpdesk, and automates common ecommerce questions. For a store, that native depth is the selling point. The walls are about the meter.
Volume-based and per-resolution economics. Gorgias plans are tiered on ticket volume, with overage charges when you exceed your plan, and its automation resolutions are priced so that heavier automated resolution can push you up the cost curve. This is the same structural trap seen across the category: the outcome you are buying, more automated resolution, is the thing that raises the bill.
Ecommerce-shaped, not general support. Gorgias is optimized for Shopify and online retail. If your support is not store-centric, a lot of that specialization is not doing work for you.
Automation quality varies by ticket. Like most rule-and-AI hybrids, Gorgias automation is strong on the common, templated store questions and weaker on the nuanced ones, which still land on a human.
How Resolve is different
Resolve starts from a different premise: the AI is the product, not a widget bolted onto a ticketing system. Every ticket runs a resolution engine on arrival. It is categorized, matched to the customer's full history, grounded in your knowledge base, and scored against a confidence threshold you control. When the answer is confident and low risk, Resolve resolves it with zero human involvement. Everything else comes to you as a clean decision card.
The design intent is 80 to 90 percent of tickets auto-resolved, but the number that matters is verified resolution, not deflection. Resolve grounds every answer in real content or live system data and refuses to guess when it cannot. A separate supervisor model verifies each reply before it ships. Business logic like refund amounts and return windows is computed in code, never authored by the language model. Reopen rate is treated as the honesty north star, so "the customer never reached a human" is never allowed to masquerade as "solved."
The four things Resolve does differently
- Flat pricing that never taxes success. No per-agent seats and no per-resolution meter. Your bill does not climb when the AI does its job better.
- Verified resolution, not deflection. Grounded answers with cited sources, a supervisor check before send, and reopen rate reported honestly next to any deflection number.
- Zero-admin configuration. Change routing, tone, SLAs, and the confidence dial in plain language. No admin role gate, no query language, no consultant.
- A self-improving knowledge base. Resolved tickets auto-draft articles that a human approves before they become groundable, so the next similar ticket resolves alone and a bad answer never becomes a cited source.
Resolve vs Gorgias, head to head
- Pricing model: ticket-volume tiers with overage plus per-automated-resolution economics vs Resolve: flat rate, no volume meter, no per-resolution charge
- Real resolution rate: strong on templated store questions, weaker on nuanced tickets vs Resolve: grounded resolution across ticket types, verified reporting, designed for 80 to 90 percent
- Setup time: fast for Shopify stores using native integrations vs Resolve: live in minutes from existing docs, channel-agnostic
- Admin needs: rule and macro configuration for automations vs Resolve: zero-admin, plain-language tuning
- Who it is for: Shopify and ecommerce stores wanting native order actions vs Resolve: any support team wanting flat-priced AI resolution
When Gorgias might still be the better pick
If you run a Shopify store and most of your support is order status, returns, refunds, and product questions, Gorgias's native Shopify actions and ecommerce-tuned automations are a real, practical advantage. Being able to refund or edit an order inside the ticket, with store context attached, is genuinely convenient for retail teams, and its app ecosystem is built for that world. Resolve is the better pick when you want flat, predictable pricing regardless of volume, when your support is not exclusively store-centric, or when you want AI to resolve the harder tickets too rather than just the templated ones.
Frequently asked
Does Resolve integrate with Shopify like Gorgias?
Resolve grounds answers in your content and live system data and can act on connected systems, but Gorgias is purpose-built around native Shopify order actions. If deep, out-of-the-box Shopify order editing is your core need, Gorgias is more specialized there. Resolve trades that ecommerce specialization for channel-agnostic AI resolution and flat pricing.
How does pricing differ?
Gorgias meters on ticket volume with overage charges and prices automated resolutions in a way that can rise as automation increases. Resolve is flat rate, so neither ticket volume nor how much the AI resolves changes your bill.
Can Resolve resolve ecommerce tickets?
Yes. Resolve resolves grounded, common questions across any vertical, including order and returns questions, as long as the answer is retrievable from your content or live data. It refuses to guess and escalates anything sensitive, like a disputed charge, to a human decision card.
Is Resolve overkill for a small store?
Not necessarily. Resolve keeps a simple surface and flat pricing, so a small store gets AI resolution without a volume meter. If your needs are entirely Shopify-native order actions, Gorgias may be the more direct fit.