When it comes to ecommerce support, Gorgias is often the go-to for ticketing and helpdesk workflows. 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.
- 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.
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.
Key differences at a glance
| KODIF | Gorgias | |
| Core purpose | AI agent platform for ecommerce | Ecommerce helpdesk / ticketing |
| Automation | No-code workflows, deep integrations, agentic AI that resolves tasks | Rules, macros, auto-tagging, light automation |
| Coverage | Pre-purchase, purchase, post-purchase (full journey) | Post-purchase focus (order tracking, returns) |
| Integrations | 100+ ecommerce platforms (Shopify, Recharge, LoopReturns, Rebuy, ShipMonk, etc.) | Native Shopify focus + app marketplace |
| AI approach | End-to-end task resolution + experimentation engine | AI-assisted replies + rule-based automations |
| Customization | No-code builders for CX leaders, brand voice + language policy control | Rules and macros, but limited flexibility without agents |
| Maintenance | Designed for CX teams to update directly, no engineering dependency | Requires ongoing agent/manual setup and macro updates |
| Scale | Proven with enterprise ecommerce (Dollar Shave Club, Liquid I.V., JustFoodForDogs) | Popular among SMB to mid-market Shopify brands |
Where Gorgias AI works best
- Early-stage brands looking for an affordable helpdesk to manage tickets.
- Shopify-native teams that want out-of-the-box macros for FAQs.
- Agent-led teams where automation is a “nice to have” but not central to strategy.
Where KODIF works 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 (AOV, churn saves, CSAT), not just faster ticket resolution.
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 are not 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.
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 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
…then KODIF is the clear choice.
More interested in KODIF?
Here are some more details on KODIF and what we can do.
| Area | Details | Why it matters |
| Core positioning | No-code automation layer across CRMs and tool stack | Avoids re-platforming, faster value |
| Returns/refunds | Deep integrations (Shopify, Recharge/Loop, etc.), label/refund actions | Automates top D2C drivers |
| Builder experience | Natural language, transparent reasoning | Client ops can own iteration and AI is not black box |
| Agent Assist | CRM co-pilot and “side-pane” drafts, fallback via tags/views | Higher agent efficacy |
| Knowledge/policy | Skills library, versions, audit trails | Governance for 1 → 100 |
| APIs/Webhooks | Webhook node + attribute routing | Allows for proactive flows and integrations |
| Reporting | Light native, export events to data warehouse | BYO analytics with full observability |
| Compliance | SOC2, GDPR, CCPA, ISO 27001, HIPAA | Meets procurement needs and minimizes legal drag in acquisition |
Want to learn even more and see it all in action? Book a demo!
