Start with the job you want to change
Shortlist Gorgias when the support team's shared workflow needs attention; evaluate Zipchat when you want to test a defined AI conversation workload. This is an editorial starting point, not a performance ranking. Neither product should be reduced to “sales bot” versus “support inbox.”
This comparison uses official public information checked on September 5, 2026. We have not run a comparative store trial. Our examples describe buying decisions, not customer results.
Open the Zipchat overview alongside the comparison to check the scope against your requirements.
Compare the operating model
| Decision | Zipchat | Gorgias |
|---|---|---|
| Published scope | AI sales and support | Helpdesk and AI Agent |
| Pilot emphasis | A selected conversation journey | Team queue plus automated handling |
| Budget worksheet | AI replies | Helpdesk tickets and automated interactions |
| Acceptance question | Does the conversation reach the right next step? | Does ownership stay clear across AI and staff? |
The scope row follows Zipchat's app listing and Gorgias Helpdesk. Pilot emphasis and acceptance questions are our suggested evaluation criteria.
Gorgias's AI Agent covers both shopping and post-purchase support, with configurable actions and handover. Gorgias AI Agent documentation
Two teams, different first tests
A store with an effective support queue but repetitive product-selection questions could start by testing that journey in Zipchat. Keep the existing queue during evaluation. Record whether recommendations respect availability and whether an unresolved question reaches a named owner. Passing that test would justify expanding the pilot; it would not establish that the entire helpdesk can be replaced.
A team struggling with duplicate replies and unassigned requests should evaluate Gorgias's shared helpdesk workflow first. Use a sample containing an email follow-up to a chat, a reassigned case, and a request waiting for stock information. Measure the time staff spend finding context, not just the speed of the first AI answer.
GorgiasExplore a workflow for your support teamCheck the features, pricing and eligibility you need before signing up.Request a Gorgias demo
Compare equivalent monthly workloads
Gorgias meters tickets and automated interactions; both charges can apply to the same case. Voice and SMS are additional options. Legacy contracts can differ, so confirm the terms of your subscription. Official billing guide
Zipchat's reply-based budget is explained in our pricing guide. Do not compare one AI reply with one resolved conversation as though they were identical units.
Create a common sample of incoming requests and track AI turns, staff involvement, and reopened cases. Ask each provider how those same cases would be billed. Add migration, training, and ongoing review time to the quote. We have not verified a store-specific Gorgias quote and do not declare a cheaper winner.
Replacement or an additional layer?
Adding a tool while retaining a helpdesk can preserve familiar workflows, but introduces another place to maintain rules. Before assuming two products work together as needed, demonstrate the exact handoff: transcript, customer identity, order reference, assignment, and notification.
For a replacement, include open tickets, saved replies, access permissions, reporting, and historical exports in the migration plan. A successful demo conversation alone does not establish migration readiness.
A buying checklist that can reject either tool
- Select the customer journey and define what counts as resolved.
- Test an incorrect order reference and an exception to the return policy.
- Confirm who can authorize an action and who handles a failed action.
- Request a quote using the same workload and contract period.
- Name a review owner and retain a way to pause automation.
If neither trial preserves accurate answers and clear ownership, improve the process before switching platforms. For a narrower chat-platform comparison, see Zipchat versus Tidio.
If shared ownership and handoffs are your main priorities, request a Gorgias demo using a sample of your team's workflow. Ask which features and charges apply to that setup before deciding.
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