Gorgias
osTicket
| Feature | Gorgias | osTicket |
|---|---|---|
| Pricing | From $10/mo | Free / from $12/mo |
| Free Plan | ✗ No | ✓ Yes |
| Rating | 4.5 / 5 | 4 / 5 |
| Best For | shopify-stores, ecommerce, dtc-brands, online-retailers | small-businesses, budget-conscious-teams, self-hosted-advocates, it-departments |
| Founded | 2015 | 2003 |
| Ticketing | ✓ | ✗ |
| Shopify Integration | ✓ | ✗ |
| Automation | ✓ | ✗ |
| Revenue Tracking | ✓ | ✗ |
| Ai Responses | ✓ | ✗ |
| Social Commerce | ✓ | ✗ |
| Ticket Management | ✗ | ✓ |
| Email Piping | ✗ | ✓ |
| Custom Fields | ✗ | ✓ |
| Sla Management | ✗ | ✓ |
| Agent Collision Avoidance | ✗ | ✓ |
| Knowledge Base | ✗ | ✓ |
✓ Gorgias Pros
- Deep Shopify integration
- Revenue tracking
- Macros and automation
- AI-powered responses
✗ Gorgias Cons
- Expensive at scale
- E-commerce focused only
- Ticket-based pricing
✓ osTicket Pros
- Completely free self-hosted version
- Active open-source community
- Highly customizable
- Supports multiple departments
✗ osTicket Cons
- Dated user interface
- Requires server management
- Limited automation compared to paid tools
The Verdict
Gorgias is built for shopify stores and ecommerce, with a focus on ticketing and shopify-integration. osTicket targets small businesses and budget conscious teams and leads with ticket-management and email-piping.
Pricing is close: Gorgias starts at $10/mo versus $12/mo for osTicket — not a deciding factor on its own.
osTicket has a free plan, which gives it a meaningful edge for individuals and small teams exploring their options. Gorgias requires a paid subscription from day one.
Gorgias edges out on user ratings (4.5 vs 4). While both are well-regarded, that gap reflects real differences in user satisfaction worth considering.
Bottom line: Gorgias has a slight overall edge — but if completely free self-hosted version matters most to you, osTicket may still be the right call.