Gorgias vs Resolvas in 2026: which one actually resolves tickets, and which just routes them?

If you're searching for a Gorgias alternative, you probably already know what's frustrating you. You set up automations, built macros, maybe even hired a part-time agent, and the inbox is still waiting for you every morning. Tickets are organized, tagged, and sorted. Someone still has to open them, decide what to do, and click send.

That's the core tension this comparison is about. If your problem is that tickets are hard to find or slow to assign, a helpdesk solves that. If your problem is that you're personally closing 400 tickets a month and it's eating your week, a helpdesk organizes that workload. An agent removes it.

The fundamental difference: routing vs resolving

Gorgias helps you manage tickets faster. It organizes your inbox, pulls in order data, lets you build macros for common replies, and offers rule-based automation plus an AI Agent add-on. When a refund request comes in, Gorgias tags it, assigns it, and surfaces the order details. Its AI Agent can answer and, in some setups, take the action, with a second AI model scoring its confidence before anything goes out. In practice, the money decisions still tend to land with a person.

Resolvas handles the ticket itself. When a refund request comes in, the agent reads the message, checks it against your uploaded policy, confirms the order qualifies, issues the refund inside Shopify, and sends the customer a reply. You don't touch it. The ticket is done. And the money step is not the AI's call: a separate policy engine, running in code, authorizes every dollar against the caps you set.

That distinction matters more than any feature list. Both tools can put an AI in front of your customers. The question is what stands between the AI and your money: a confidence score, or a rule you wrote.

How Gorgias actually works

Gorgias is a well-built helpdesk with strong Shopify integration. It pulls order data directly into the ticket view, so agents don't switch tabs. You build macros, saved replies with dynamic variables, so a human responds quickly. Rules auto-tag, auto-assign, or auto-close certain ticket types. It covers email, chat, phone, social DMs, and SMS in one inbox.

The AI side has grown over the past couple of years. Gorgias's AI Agent drafts responses, handles FAQ-style questions, and can be configured to take Shopify actions such as cancellations and address updates. What gates those actions is a confidence score produced by a second AI model reviewing the first. Refunds, in most configurations, still route to a human to confirm.

That's not a knock on Gorgias. It's the product they built: a tool that makes a support team more efficient. The assumption baked into it is that you have a support team, or at least one person whose job is to work the queue. For a store doing $10M with a dedicated rep, that assumption is fine. For a founder handling 500 tickets a month alongside everything else, the inbox is still their problem, just a more organized one.

How Resolvas actually works

Resolvas connects to your store's support email, the chat widget, or your Gorgias inbox. You upload your policy documents: return windows, refund caps, exchange rules, whatever governs your decisions. The agent reads incoming tickets, checks them against those policies, and takes action.

For routine tickets, refund requests, cancellations, tracking questions, address changes, exchanges, the agent handles the full loop: reads the message, checks the order, applies the policy, takes the action inside Shopify, and replies. No human in the loop. The first reply lands in under 15 seconds, and for most routine tickets that reply is the resolution.

Roughly 60 to 80% of a typical store's volume falls into that category. The remainder, fraud flags, unusual requests, anything outside the rules you set, arrives in your inbox as a single approve-or-deny decision. You're not reading a thread and figuring out what to do. You're clicking yes or no on a case the agent already worked up.

The policy engine is the part worth understanding. Resolvas cannot exceed the caps you define. If your policy says refunds are approved up to $75 without review, the agent approves refunds up to $75 and a $200 request routes to you. The engine also reads the specific rules in your policy, the ones generic tools miss. When we compiled 110 real store return policies, 36% of small stores carried a value-gated rule like "signature required over $500," and 84% never said what happens to a damaged item. Your rules, and your silences, are exactly what the agent is built around.

Feature comparison

Pricing: what you're actually paying for

Gorgias prices by ticket volume: Starter is $10 a month for 50 tickets, Basic $60 for 300, Pro $360 for 2,000, and Advanced $900 for 5,000, with overage at $0.36 to $0.40 per ticket. The AI Agent is a separate line: $0.90 per resolved conversation on annual billing, $1.00 on monthly, and each AI-handled conversation also counts as one of your billable helpdesk tickets. That's before the human time spent on everything the AI hands back.

Resolvas prices by resolved ticket. You're not paying for seats or for tickets that come in. You're paying for tickets that get closed.

• Free: $0 a month, 10 tickets included, no card required
• Starter: $29 a month, 50 tickets included, $1.75 per extra ticket, adds Gorgias and helpdesk sync
• Growth: $99 a month, 175 tickets included, $1.50 per extra ticket, adds the multilingual agent and the value and savings dashboard
• Scale: $299 a month, 500 tickets included, $1.00 per extra ticket, adds priority policy coverage

Spam, blocked attacks, and tickets the agent escalates to you are never billed. One ticket is billed once, however many messages it takes.

Compare either figure to the fully loaded cost of a part-time support hire, typically $1,500 to $2,500 a month once you count hourly rate, onboarding, and management overhead, and the math shifts quickly. The full breakdown is on the pricing page.

When Gorgias is the right choice

Be honest with yourself here. Gorgias is genuinely good at what it does, and there are situations where it's the better fit.

You have a support team. If one or more people work the queue as their primary job, Gorgias gives them a powerful workspace. The macro system, the Shopify integration, the multi-channel inbox, all of it makes a human agent faster.

Your tickets are complex by nature. If you sell custom or high-consideration products where most tickets involve nuanced back-and-forth, the autonomous model fits less well. Gorgias keeps a human in control of every interaction.

You need deep omnichannel coverage. Gorgias handles email, chat, phone, social DMs, and SMS in one place. If you're managing five channels and need everything unified, that breadth is hard to match. Resolvas works your email, your chat widget, and, if you keep Gorgias, the tickets inside it.

You're under 100 tickets a month. At low volume the pain isn't acute enough to justify a switch, and Gorgias's $10 entry tier may be all you need.

When Resolvas is the right choice

You're handling support yourself. If you're the one opening tickets every morning, Resolvas is built for you. The product's entire premise is that a founder or small team shouldn't spend hours a day on routine support.

Your volume is 100 to 1,500 tickets a month and mostly routine. Refund requests, tracking questions, cancellations, exchanges: these are the tickets Resolvas was designed to close without you. If that describes 60 to 80% of your queue, the automation rate will be high.

You've priced out a support hire and said no. Resolvas is explicitly the alternative to headcounting up. The per-resolved-ticket model means you pay for outcomes, not for capacity you may or may not use.

You want to stay in control without staying in the queue. The policy engine means you're not handing over a blank check. You define the rules, refund caps, return windows, what qualifies for an exchange, and the agent stays inside them. Edge cases still reach you, as a single decision rather than a full ticket to manage.

The honest limits of each tool

Gorgias won't get you out of the queue. That's a design choice, not a bug. The product assumes human judgment is required and builds tools to make that judgment faster. If you're hoping automation removes you from support, Gorgias will disappoint you.

Resolvas won't resolve everything. The 60 to 80% figure is real, which means 20 to 40% of tickets still need you. The one-click exception handling makes that remainder manageable, but it isn't zero. If you expect to never see a support ticket again, that's not what this product promises. It also works Shopify only, and its channels are email, the widget, and Gorgias, not phone or SMS.

Both tools require setup. Gorgias needs macros, rules, and team training. Resolvas needs your policy documents uploaded and your caps set before the agent acts. Neither is plug-and-play on day one, though compiling a policy takes minutes, not weeks.

What the Gorgias plus Resolvas combination looks like

These tools aren't mutually exclusive. Resolvas plugs into Gorgias on Starter plans and above: the agent works tickets and replies inside the Gorgias ticket, so your team keeps its inbox. Routine tickets get resolved before a human sees them; complex tickets stay in Gorgias for your team.

For stores with Gorgias embedded in their workflow, this is worth knowing. You're not choosing one or the other. You're adding autonomous resolution to a system you already have. Our Gorgias alternatives breakdown covers the wider field if you're weighing other options too.

The bottom line

Gorgias is a strong helpdesk for teams that have people working support. It makes human agents faster and keeps everything organized. If that's your situation, it does the job well.

Resolvas is for merchants who want the tickets handled, not just organized. It takes action, refunds, cancellations, exchanges, edits, inside the rules you set, and it does it without you in the loop. For a solo founder or small team handling hundreds of tickets a month, that's a different category of problem solved.

If you opened this article because Gorgias isn't actually getting you out of the queue, that's the signal. The question isn't which helpdesk has better macros. It's whether you want a tool that helps you work tickets or one that works them for you.

Frequently asked questions

Does Resolvas replace Gorgias entirely?

Not necessarily. Resolvas integrates with Gorgias on Starter plans and above, so you can run both: Resolvas resolves routine tickets inside the Gorgias inbox while complex ones stay with your team. A solo merchant without a support team can run Resolvas on its own.

What types of tickets can Resolvas resolve without human input?

Refund requests, order cancellations, exchanges, address changes, and order tracking questions, executed natively inside Shopify. These routine types typically make up 60 to 80% of a store's volume. Anything outside your defined policy rules routes to you as a one-click decision.

How does Resolvas make sure it doesn't approve refunds it shouldn't?

A policy engine running in code, not the AI, authorizes every money action against the caps and rules you define. Set a $75 refund limit and the agent approves up to $75 and escalates anything above it. It cannot exceed your limits, and nobody can talk it past them.

Is Resolvas only for Shopify stores?

Yes. Resolvas is built specifically for Shopify and lives inside the Shopify admin. Billing runs through Shopify. It isn't available for other ecommerce platforms.

How does Resolvas pricing compare to Gorgias for a store with 400 tickets a month?

If 70% of those 400 tickets are routine, Resolvas resolves about 280 automatically for roughly $257 a month on Growth ($99 plus 105 extra tickets at $1.50) or $299 flat on Scale. Gorgias Basic handling the same 400 tickets with its AI Agent resolving 280 runs about $352 to $380 a month ($60 plan, $40 overage, $252 to $280 in per-resolution AI fees), with the money decisions still landing on a person.

What happens to tickets Resolvas can't resolve?

They arrive in your inbox as a single approve-or-deny decision. The agent has already analyzed the ticket and is asking for a yes or no. Escalated tickets are never billed.

Does Resolvas work for stores with international customers?

Yes. The multilingual agent is available on the Growth and Scale plans, so customers can write in languages other than English.

Want to see how the agent handles your actual ticket types before committing to anything? Resolvas is on the Shopify App Store, and your first 10 resolved tickets are free, no card required.