Gorgias vs Capacity
Choose Gorgias if your main job is supporting ecommerce shoppers and working with store orders; choose Capacity if you need AI-powered support across customer and employee workflows. Gorgias centers its helpdesk on ecommerce conversations, while Capacity combines a knowledge base, AI agents and support tools across channels.
Last updated October 24, 2026.
At a glance
| Dimension | Gorgias | Capacity |
|---|---|---|
| Primary focus | Ecommerce customer support | Customer and employee support |
| Ecommerce platforms | Shopify, BigCommerce, Magento, WooCommerce | NA |
| Published plan tiers | Starter, Basic, Pro, Advanced, Enterprise | Core, Pro, Enterprise |
| Published starting price | $10/month for Starter | NA |
| Billing structure | Helpdesk tickets; AI resolutions billed additionally | Annual platform fee plus usage |
| Helpdesk availability | Helpdesk on published plans | Helpdesk listed on Pro and Enterprise |
| Support channels | Email, chat, social; voice and SMS add-ons | Chat, voice, email and SMS AI agents |
| Integrations | 100+ apps | 270+ available integrations |
| Published plan limits | 50–5,000 monthly tickets; custom Enterprise | Up to 100GB–2TB storage by tier |
| Team access | Browser-based helpdesk | Website, intranet, Teams or Slack chat agent |
| Onboarding and support | Support options vary by business size | Standard onboarding and support included |
Scroll the table sideways to compare each row.
Which should you choose?
Choose Gorgias if
- Ecommerce teams handling shopper and order questions
- Shopify merchants seeking connected store and support data
- Buyers who want published monthly helpdesk prices
- Teams whose usage is measured in billable tickets
Choose Capacity if
- Organizations supporting both customers and employees
- Teams building AI answers from a shared knowledge base
- Support operations spanning chat, voice, email and SMS
- Buyers who want a tailored platform and usage proposal
The verdict
The deciding factor is what your support team needs to connect and automate. Gorgias is the better fit for a store team that wants customer conversations alongside ecommerce data, particularly on Shopify. Capacity is the better fit for an organization building AI support from shared knowledge across departments and channels. Compare the full proposal if price is decisive: Gorgias publishes monthly helpdesk prices, while Capacity describes an annual platform subscription plus usage charges without listing dollar amounts.
Gorgias vs Capacity: common questions
- Which is better suited to an ecommerce support team?
- Gorgias is the more directly ecommerce-focused choice: it publishes integrations for Shopify, BigCommerce, Magento and WooCommerce and brings store data into support conversations. Capacity also offers customer support, but its published platform covers broader knowledge and automation workflows.
- Which can support employees as well as customers?
- Capacity publishes use cases for both employee and customer support, including HR questions and onboarding. Gorgias describes its helpdesk as a product for ecommerce customer conversations.
- How much do Gorgias and Capacity cost?
- Gorgias publishes a Starter helpdesk plan at $10 per month for 50 billable tickets, with higher published tiers and custom Enterprise pricing. Capacity publishes Core, Pro and Enterprise tiers, but not dollar prices; it describes an annual platform fee plus usage-based charges and offers a tailored proposal.
- Is a helpdesk included in Capacity Core?
- Capacity's current pricing page lists the helpdesk, live chat and inbox under Pro, which also includes Core features. It does not list those tools among Core's included features.
- How do the products charge for AI automation?
- Gorgias says its AI Agent incurs an additional charge when it resolves a conversation without human handoff. Capacity describes volume-based AI Agent charges measured by chat or email response, voice minute, or SMS message.
- Can either product handle voice and SMS?
- Gorgias offers Voice and SMS as separately charged helpdesk add-ons. Capacity offers voice and SMS AI agents with usage-based pricing. The channels have different published billing structures, so check the proposed configuration before comparing costs.
- Can Capacity connect to an existing helpdesk?
- Yes. Capacity lists integrations including Zendesk and ServiceNow, and says its chat AI agent can hand a conversation to an existing helpdesk or to Capacity's native helpdesk.