Gorgiasvs
SupportmanAn independent check for teams running Gorgias and its AI Agent.
This page compares Gorgias’s AI Agent, billed per resolution — not the ecommerce help desk itself.
Gorgias is an ecommerce-focused help desk. Its AI Agent has one of the more sophisticated commercial definitions of “resolution” in the category, but it is still billed per ticket, roughly $0.90 on annual plans (third-party-reported)†, and the definition of a successful resolution is Gorgias’s own.
Supportman does not run on Gorgias today; it is Intercom-native. For Intercom teams, it provides real-time CSAT/DSAT in Slack, AI quality scoring on every closed conversation, and — in build now — Problem Episodes, which track whether a specific customer’s specific problem actually went away, with a verbatim quote behind the claim rather than a per-ticket billing definition.
Free trial · No credit card · Connects to Intercom & Slack in under 2 minutes · Visit Gorgias ↗
A billed resolution is not the same thing as a problem that stayed fixed.
With Gorgias
- AI Agent resolutions are billed per ticket, on Gorgias’s own definition of a successful resolution
- Helpdesk plans ($10–$900/mo) scale by ticket volume, with AI Agent resolutions billed on top
- Auto QA scores every text ticket, including its own AI Agent’s, but requires an AI Agent subscription — the vendor grading its own agent
- Purpose-built for ecommerce workflows (orders, returns, Shopify) — less useful outside that vertical
- No persistent record links two tickets from the same customer about the same underlying issue
- A resolution billed today does not confirm the problem is still fixed a week later
With Supportman
- Real-time CSAT & DSAT alerts in Slack the moment a rating lands
- AI quality scoring (IQS) on every closed conversation, graded against your rubric
- Building Problem Episodes: linking a customer’s conversations about one issue into a record, with a quote behind every resolved/unresolved claim
- Published per-user pricing, no per-resolution metering
- Self-serve, live in under two minutes, no credit card
Gorgias vs Supportman pricing, side by side.
Gorgias’s AI Agent is billed per successful resolution, roughly $0.90 on annual plans (third-party-reported)†, on top of published helpdesk plans from $10 to $900/mo, priced by ticket volume rather than per agent. Auto QA, which scores 100% of text tickets, requires an AI Agent subscription. Supportman does not run on Gorgias today — it connects to Intercom and Slack, with one published per-user rate and no per-resolution charge.
Gorgias
~$0.90 per AI Agent resolution + plan tier
- Model
- Plans $10–$900/mo by ticket volume + per-resolution AI Agent fee (third-party-reported)
- Getting started
- Sign up free
Supportman
$5–$15 / user / mo
- Model
- Per-user tiers, published (min $25/mo)
- Getting started
- Free trial, no credit card
Gorgias vs Supportman, feature by feature.
Every Supportman dashboard and Slack feature, next to what Gorgias (AI Agent) documents publicly. Beta and in-build features are labelled as such; where we couldn't find public documentation, we say so rather than guess.
- Yes
- Partial
- Beta
- In build
- Add-on
- No
- Not documented
| Feature | Gorgias | Supportman |
|---|---|---|
| Key differences | ||
| Category | Ecommerce help desk with a billed AI resolution agent | Independent quality & resolution check |
| What counts as “resolved” | Gorgias’s own per-ticket billing definition | Verbatim-quoted evidence per outcome (Problem Episodes, in build) |
| Tracks a problem across repeat contacts | No — each ticket is billed and evaluated on its own | Yes — episodes link conversations up to 90 days (in build) |
| Native integration | Native, since it is the help desk itself | Not yet — Intercom-native today, Gorgias on the roadmap |
| Ecommerce workflows (orders, returns, Shopify) | Core strength | Not offered |
| Pricing model | Ticket-volume plans + per-resolution AI fee | Per-user tiers, published |
| Real-time Slack loop | ||
| CSAT ratings posted to Slack in real time | Not documented | YesEvery rating, the moment it lands |
| Dedicated channel for bad ratings | Not documented | YesPro |
| Filter alerts by star rating or remark | Not documented | YesBy star rating, or only when a remark is left |
| Send a conversation to Slack from the inbox | Not documented | YesIntercom inbox app, to a channel or DM |
| Conversation reminders | PartialSnooze | YesSet from the Intercom inbox |
| AI quality scoring | ||
| AI quality score on every closed conversation | Add-onAuto QA; needs AI Agent plan | YesIQS, 0–100 |
| Per-criterion rubric breakdown | Add-on3 AI criteria + 4 manual | YesRubric chart on every scored conversation |
| Predicted CSAT for unrated conversations | NoAuto QA doesn’t predict CSAT | YesCovers the ~90% customers never rate |
| Scores AI-agent and human conversations alike | Add-onHumans and AI Agent | YesFin and humans, same rubric |
| Manual review scorecards & calibration | Add-onReviewers edit & add scores | NoNot the focus |
| Coaching workflows | PartialAuto QA report & comments | PartialPer-agent reports & quality ranking |
| Dashboard & insights | ||
| Team quality dashboard | YesSupport performance stats | YesRated, positive, IQS, needs review |
| Bad-rating review queue | Not documented | Yes1★ and 2★ conversations |
| Quality trends & predicted-vs-actual CSAT | YesAuto QA & CSAT reports | YesIQS trend, bad rate, model bias |
| Topic spikes & drift | PartialAI Agent performance by topic | BetaSpiking / drifting / cooling, from Intercom Topics |
| Account health drift | Not documented | Beta28-day drift per account |
| Daily work queue (unanswered, unhappy, handed off) | YesTicket views | BetaToday view |
| Conversation explorer with rating & score filters | YesTicket views & filters | YesDate, rating, remark, AI score |
| Per-agent quality ranking | Add-onAuto QA scores per agent | YesRates that survive a thin week |
| Cross-customer voice-of-customer analytics | Not documented | PartialTopic trends only |
| Fin & AI agents | ||
| Fin vs human quality comparison | No | YesBad-rating rate, Fin vs human-only |
| Fin conversation audit | No | Beta |
| Independent of the AI agent it measures | NoScores its own AI agent | Yes |
| Answers customers (AI agent) | YesAI Agent, billed per resolution | NoMeasures, doesn’t answer |
| Reporting & workflow | ||
| Weekly team report in Slack | Not documented | YesFriday, before standup |
| Per-agent weekly reports by DM | Not documented | YesIncludes predicted CSAT & IQS |
| Approvals for refunds & exceptions in Slack | Not documented | BetaRequested in Intercom, decided in Slack |
| Manager notes on conversations | YesInternal notes | Beta |
| Closed doesn’t mean resolved | ||
| Tracks one customer’s problem across conversations | NoNone documented | In buildProblem Episodes |
| Alerts when a promise to a customer is missed | Not documented | In build |
| Platform, pricing & setup | ||
| Intercom integration | NoCompeting helpdesk | YesNative, connects in 2 minutes |
| Zendesk, Freshdesk & others | YesIs the helpdesk | NoIntercom only today |
| Voice / call coverage | Add-onVoice add-on | No |
| Published pricing | YesFrom $10 / mo by tickets + AI per resolution | Yes$5–$15 / user / mo |
| Self-serve free trial | YesFree signup | YesNo credit card |
| Time to first value | YesSelf-serve, Shopify-first | YesUnder 2 minutes |
Gorgias details come from its public website, docs and pricing pages, checked September 2026. Gorgias website ↗
When Gorgias is the better pick.
If you run an ecommerce storefront on Shopify, Gorgias’s deep commerce integrations (orders, returns, exchanges) and its AI Agent’s per-resolution billing model are a strong, purpose-built fit — better than a general QA or CSAT tool bolted on afterward. The gap is that a resolution billed at the moment of closing does not confirm the problem stays fixed. Supportman does not run on Gorgias yet — Intercom is the only integration today, and Gorgias support is a roadmap item without a committed date.
Gorgias vs Supportman, answered.
Does Supportman work with Gorgias?
Not yet. Supportman is Intercom-native today. Gorgias support is on the roadmap, without a committed date. This page compares Gorgias’s AI Agent billing to what Supportman does for Intercom teams.
How does Gorgias bill its AI Agent?
Per successful resolution, roughly $0.90 on annual plans (third-party-reported), using Gorgias’s own definition of what counts as resolved.
What is a Problem Episode?
Supportman is building a persistent record that links a customer’s conversations about the same underlying problem, up to 90 days, and classifies the outcome with a verbatim quote behind every claim. It is in build now, for Intercom first.
Is this page suggesting I replace Gorgias?
No. Gorgias is a full ecommerce help desk; Supportman is a quality and resolution layer. If Gorgias is your platform, this page is about the gap between a billed resolution and a confirmed fix, not about switching platforms.
Is Gorgias only for ecommerce?
Its deepest strengths (order lookups, returns, Shopify-native workflows) are ecommerce-specific. Outside ecommerce, it is a less obvious fit than general-purpose help desks.
Why would I want an independent check on a billed resolution?
Any AI agent whose vendor is paid per resolution has an incentive to count generously. An independent, evidence-quoted view of whether the customer’s problem actually stayed fixed is a useful second opinion.
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