When it comes to ecommerce support, Gorgias is often the go-to for ticketing and helpdesk workflows. With over 10,000 brands using the platform, it’s clearly popular—especially among Shopify stores. But while it’s strong as a central inbox, it wasn’t built to handle end-to-end automation or deeply integrated AI.

That’s where KODIF steps in, covering the entire customer journey, from pre-purchase to post-purchase, with AI teammates that resolve issues, personalize experiences, and continuously improve over time.

TL;DR

• Gorgias is a strong helpdesk built for ecommerce, offering centralized ticket management and macros for faster agent responses. It’s widely used by Shopify brands, especially early-stage teams. AI capabilities are fairly basic, and full automation is basically impossible.

• KODIF goes beyond ticketing. It’s an AI agent platform that automates the entire customer journey—pre-sale, purchase, and post-sale—with deep ecommerce integrations and no-code customization. With 100+ native integrations, KODIF connects to the tools you’re already using.

• If your team wants a helpdesk with light automation, Gorgias may be enough. If you’re looking for AI teammates who can resolve tickets end-to-end, boost conversions, and continuously learn, KODIF is the better fit.

The quick version

Here’s what it boils down to:

• Gorgias = helpdesk with some AI sprinkled in
• KODIF = AI-first platform that actually resolves tickets (not just deflects them)

Both have their place. The right choice depends on your team size, ticket volume, and how serious you are about automation.

Who we are (KODIF)

At KODIF, we build AI agents that don’t just deflect tickets, they resolve them. Our platform empowers CX leaders to launch and evolve automations without engineering bottlenecks, giving ecommerce brands full control from pre-purchase support to retention workflows.

Think of KODIF as AI teammates for your CX team: fast to onboard, always improving, and designed to grow revenue while keeping customers happy.

What makes us different

A few things set KODIF apart:

• Resolution over deflection. We measure success by tickets fully resolved—not just pushed away. Our platform achieves 76-92% autonomous resolution rates depending on ticket type.
• Full journey coverage. We handle pre-purchase questions (product discovery, cart recovery) through post-purchase needs (returns, subscriptions, loyalty).
• No-code control. Your CX team can create and update automations without waiting on engineering.

Real results from real brands

We’re not just talking about theory here. Brands like Dollar Shave Club, Good Eggs, and JustFoodForDogs use KODIF to handle high-volume support at scale.

Some highlights:

• Good Eggs: 40% reduction in Average Handle Time, 64% of tickets fully resolved
• Nom Nom: First Reply Time dropped from 3 days to just 9 minutes
• Dollar Shave Club: 6x growth in containment rate
• Million Dollar Baby Co.: 45% autonomous resolution rate

Key differences at a glance

What this means in practice

The biggest difference? KODIF’s AI actually does things—processes refunds, generates return labels, modifies subscriptions, applies discounts. Gorgias AI mostly helps agents respond faster.

That might be fine for smaller teams. But if you’re dealing with thousands of tickets a month, the difference adds up fast.

Where Gorgias AI works best

Let’s be fair—Gorgias does a lot of things well. It’s a solid choice for:

• Early-stage brands looking for an affordable helpdesk to manage tickets. Gorgias starts at just $10/month for 50 tickets, making it accessible for small operations.
• Shopify-native teams that want out-of-the-box macros for FAQs. The Shopify integration is genuinely deep.
• Agent-led teams where automation is a “nice to have” but not central to strategy.
• Brands needing a fresh helpdesk. If you don’t have a ticketing system yet, Gorgias is an all-in-one option.

Gorgias pricing breakdown

For context, here’s what Gorgias plans look like in 2025:

• Starter: $10/month (50 tickets)
• Basic: $50/month (300 tickets)
• Pro: $300/month (2,000 tickets)
• Advanced: $750/month (5,000 tickets)
• Enterprise: Custom pricing

Keep in mind: AI Agent resolutions cost extra—$0.90 to $1.00 per automated interaction on top of your plan.

Where KODIF works best

KODIF shines when automation is a priority, not an afterthought. Here’s where we fit best:

• Mid-market and enterprise ecommerce where ticket volumes are high and cost reduction + retention are top priorities.
• Brands that need pre-sale + post-sale automation (product discovery, cart recovery, subscription saves).
• CX leaders who want to own automation without engineering bottlenecks.
• Teams focused on revenue impact (CSAT, AOV, churn saves), not just faster ticket resolution.
• Brands already using a helpdesk. KODIF integrates with Gorgias, Zendesk, Kustomer, Gladly, and Freshdesk—no need to migrate.

Resolution rates by ticket type

Not all tickets are created equal. Here’s how KODIF performs across common categories:

• Technical Support: 92% autonomous resolution
• Order & Shipping: 88% autonomous resolution
• Product & Service Info: 82% autonomous resolution
• Account Management: 76% autonomous resolution

These aren’t deflection numbers. These are fully resolved tickets—no human follow-up needed.

Deeper dive: Automation philosophy

Gorgias: Automation in Gorgias is primarily about efficiency for human agents. Think rules that tag tickets, macros that pre-fill responses, and light deflection. It’s a helpdesk-first product—the agent is still the center.

KODIF: KODIF puts AI at the frontlines as a teammate, not just an assistant. Automations aren’t limited to tagging or macros—they’re full workflows that execute tasks across ecommerce systems.

From refunds to upsells, from order edits to subscription saves, the AI doesn’t just help the agent. It handles the case end-to-end.

Here’s what that looks like in real life

Say a customer wants to skip their next subscription delivery. With Gorgias, an agent sees the ticket, uses a macro to respond, then manually makes the change in your subscription platform.

With KODIF, the AI agent:

1. Recognizes the request
2. Checks the customer’s subscription status in Recharge (or whatever platform you use)
3. Skips the next delivery
4. Sends a personalized confirmation—all automatically

No agent needed. Customer happy. Ticket resolved.

The deflection vs. resolution difference

This is important: deflection means pushing a customer toward self-service and hoping they figure it out. Resolution means actually solving the problem.

Most platforms talk about deflection rates. KODIF focuses on resolution rates—because that’s what actually improves customer experience.

Deeper dive: Post-launch maintenance

Gorgias requires ongoing agent and admin attention to keep macros and rules updated. It’s flexible, but every change depends on ops or CX admins manually reworking workflows.

KODIF is designed for continuous improvement. Built-in features like Suggestions and Topics show CX leaders where automation gaps exist, so they can expand coverage quickly. No engineering backlog, no waiting.

The “set it and forget it” myth

Let’s be honest—no automation platform is truly hands-off. But there’s a big difference between:

• Manually updating macros every time a policy changes (Gorgias)
• Getting automated suggestions for new workflows based on actual ticket patterns (KODIF)

With KODIF’s AI Manager, you’ll know when ticket volumes spike, when new topics emerge, and where your knowledge base has gaps. It’s like having an extra team member watching your automation health.

Implementation timelines

Another practical difference: how long does it take to get up and running?

• KODIF: 1.5 to 4 weeks with white-glove onboarding and a dedicated AI engineer
• Gorgias: 1 to 4 weeks for standard setup (self-serve)

KODIF takes a bit more time upfront because we configure automations that actually resolve tickets. Gorgias is faster if you just need a helpdesk inbox.

The bottom line

If you’re a small Shopify brand and need a ticketing system with some automation, Gorgias is a good starting point.

But if you want AI that:

• Resolves tickets end-to-end
• Covers the full customer journey (pre-purchase → loyalty)
• Continuously improves with your team
• Boosts revenue while reducing costs
• Works with your existing helpdesk (no migration required)

…then KODIF is the clear choice.

Quick decision guide

Choose Gorgias if:

• You’re starting fresh and need an all-in-one helpdesk
• Your ticket volume is under 2,000/month
• Budget is tight (under $5K/year for support tools)
• Your agents handle most interactions personally

Choose KODIF if:

• You want true autonomous resolution, not just deflection
• Pre-purchase support matters (cart recovery, product discovery)
• You’re already using a helpdesk and don’t want to switch
• Your CX team wants control without engineering dependencies
• Revenue impact matters as much as cost savings

More interested in KODIF?

Here are some more details on KODIF and what we can do.

What our customers say

Brands using KODIF consistently see:

• 40-50% reductions in Average Handle Time
• 6x improvements in containment rates
• 90%+ CSAT scores maintained or improved

The common thread? CX teams get their time back to focus on complex, high-value interactions while AI handles the repetitive stuff.

Want to learn even more and see it all in action? Book a demo!