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Gup vs Gorgias
Gorgias is a helpdesk built for Shopify brands. Gup is an AI agent with a light inbox — strong when you want self-serve answers and guided order tracking without running a full Gorgias workspace.
Feature notes as of July 2026 — products change; verify against each vendor before buying.
At a glance
Where they differ
| Topic | Gup | Gorgias |
|---|---|---|
| Positioning | AI support agent + desk-lite inbox (tickets, macros, tags, contacts, light rules). | Shopify-centric helpdesk with tickets, rules, and ecommerce automations. |
| Website AI agent | Embeddable widget trained on your knowledge; playground and deploy controls. | AI / Automate features inside Gorgias (plan-dependent) — helpdesk-first, not a standalone knowledge agent product like Gup. |
| Inbox / helpdesk depth | Handoff inbox — not a full ticketing suite. Queues, macros, tags, contacts list. | Full ecommerce helpdesk: tickets, macros, views, integrations depth. |
| Shopify order status | Growth+: guided Track an order form with order # + email verify (read-only). | Deep Shopify native: orders, customers, and store actions in the helpdesk. |
| Email channel | Scale: forward support@ into the same inbox; branded From. | Strong email/ticket support for store brands. |
| Contact capture & callbacks | Starter+: optional contact capture (skippable) + offline callbacks. | Customer profiles tied to Shopify and tickets. |
| Pricing shape | Free → Starter $29 → Growth $99 → Scale $299 / mo + resolution overage on paid. | Ticket- or plan-based Gorgias pricing — usually higher as volume grows; check Gorgias for current rates. |
| Best for | Teams that want AI answers first and a lean human queue — not another full helpdesk. | Shopify brands that need a full helpdesk as the system of record for support. |
Who should pick which
Honest fit
Choose Gup if…
You want shoppers answered from your knowledge base first, guided WISMO on Growth+, and a lean human queue — without operating Gorgias as your primary desk.
Choose Gorgias if…
Your team lives in a Shopify helpdesk all day, needs deep store actions in every ticket, and wants Gorgias’ ecommerce rule engine more than a standalone AI agent.
FAQ
Gup vs Gorgias questions
Is Gup a Gorgias alternative?
For AI-first deflection and light handoff, yes. For a full Shopify helpdesk (dense ticket ops, deep macros/rules), Gorgias remains the heavier, purpose-built desk.
Does Gup look up Shopify orders?
Yes on Growth and Scale: connect Shopify once, enable order lookup, and use a guided Track an order form with order number + checkout email verification (read-only today).
Can I use both?
Some brands keep Gorgias for complex tickets and add Gup for on-site AI. Start with one system of record for humans to avoid split queues.
Also see: Gup vs Intercom Fin · Gup vs Zowie
See Gup on your knowledge
Start free, embed the widget, and open the inbox when a human is needed.