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Side-by-side record

Gorgias vs. ScreenConnect

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Gorgias starts at $10 per seat, versus ScreenConnect at $27. ScreenConnect carries the higher aggregate rating (9.0/5 vs 4.6/5).

Full comparison

Gorgiasfrom $10 per month
ScreenConnectfrom $27 per month
Audyense Score78ASStrong29AS*Low
PositioningAI-first, Shopify-native helpdesk built for ecommerce supportScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams.
Free tierNoYes
DeploymentCloud / SaaSCloud / SaaS
Best fitStartup, SMB, Mid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • Starter$10
  • Basic$60
  • Pro$360
  • Advanced$900
  • EnterpriseCustom pricing
  • Free or entry planFree
  • Higher tiersCustom pricing
Shared inbox & ticketingYesUnified multichannel inbox consolidating email, chat, SMS, social, and voice.—
Live chat & messagingYesNative live chat widget with cart/order context for ecommerce sites.—
Knowledge base & help centerYesHelp center / knowledge base for self-service and AI Agent answers.—
Omnichannel supportYesEmail, chat, SMS, voice, and social (Instagram, Facebook, WhatsApp) in one platform.—
Automation & macrosYesMacros, rules, and automation to handle repetitive tickets and actions.—
CSAT & satisfaction surveysYesBuilt-in customer satisfaction (CSAT) surveys.—
SLA managementPartialBusiness hours and prioritization exist, but SLA tooling is lighter than enterprise-grade suites.—
AI featuresYesAI Agent autonomously resolves conversations, billed per resolution.—
Reporting & dashboardsYesStatistics and revenue/support performance dashboards; deepest on higher tiers.—
Public APIYesPublic REST API plus a 300+ app integration marketplace.—
Multiple agents—YesDocumented in the independently researched profile.
Remote Support—YesDocumented in the independently researched profile.
No interruptions—YesDocumented in the independently researched profile.
Secure information—YesDocumented in the independently researched profile.
Automated reconnection—YesDocumented in the independently researched profile.
Cross-platform compatibility—YesDocumented in the independently researched profile.
Browser extensions—YesDocumented in the independently researched profile.
Remote access—YesDocumented in the independently researched profile.
Unattended access—YesDocumented in the independently researched profile.
Simplified transfer of files—YesDocumented in the independently researched profile.
Roles & permissions—YesDocumented in the independently researched profile.
Shared toolbox—YesDocumented in the independently researched profile.
Remote meetings—YesDocumented in the independently researched profile.
Customization & branding—YesDocumented in the independently researched profile.
Integrations verified100+—
Aggregate rating4.6 · 681 reviews9.0 · No reviews yet
Integrations
ShopifyBigCommerceMagento (Adobe Commerce)KlaviyoRechargeStripe+9 more
—
Security & compliance
SOC 2 Type IIHIPAA
—
Pros
  • Deep native Shopify integration: view orders, refund, and edit orders from the ticket
  • Unified inbox consolidating email, chat, SMS, social, and voice in one place
  • Ticket-volume pricing (not per-seat) lets whole teams access the tool
  • Automation via macros, rules, and AI Agent reduces repetitive response time
  • Independent review documents a concrete business workflow
  • Documented capability: Multiple agents
  • Documented capability: Remote Support
  • Documented capability: No interruptions
  • Documented capability: Secure information
Cons
  • Pricing gets expensive as ticket volume grows, steep for small businesses
  • Rules/automation and filtering builder becomes confusing to navigate at scale
  • Feature set and marketing skew heavily toward Shopify; other platforms lag
  • AI Agent is a separate per-resolution charge ($0.90-$1.00) on top of plan cost
  • Pricing and usage limits should be checked against the exact plan
  • Implementation effort depends on the team's data and process maturity
  • Reported outcomes should be validated with the buyer's own data
Visit Gorgias ↗Visit ScreenConnect ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Gorgias

Gorgias is an ecommerce-focused customer support platform that unifies email, live chat, SMS, voice, and social messages into a single helpdesk with deep Shopify, BigCommerce, and Magento integrations. Agents can view orders, issue refunds, and edit subscriptions without leaving a ticket, and its AI Agent can autonomously resolve conversations. Pricing is based on plan tier and monthly ticket volume rather than per-seat, with AI resolutions billed separately.

A particularly good fit for: Shopify and BigCommerce ecommerce brands wanting order actions inside tickets DTC teams handling high volumes of refund, cancel, and order-edit requests Support teams wanting AI-assisted, multichannel (email/chat/SMS/social) ticketing

May be a poor fit if: Non-ecommerce or B2B software teams that don't need Shopify order workflows Small teams with mostly conversational, low-action tickets seeking a cheap tool

ScreenConnect

ScreenConnect is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. The solution allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ScreenConnect is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions. Why choose ConnectWise Control? As a member of a reputed productivity software family, this system will make it possible to provide quick, top notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ScreenConnect functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities. Plus, ScreenConnect is designed for teams, rather than individuals. The large variety of collaboration assets makes it easy for agents to assist each other, and exchange opinions, files, and even tasks. They will all have unobstructed access to the same customer database, and insights into previous cases to come up with an easier solution. As it is with all ConnectWise features and functionalities, data access is enabled via all devices and operating systems, and stored and managed in cloud to avoid all hindering and misuse. If you’re a sole technician, nonetheless, you can also submit a request for an on premise license, and get one at no cost. Just recently, the company introduced a brand new and reimaged version of the system, pleasing users with even better service control and out

A particularly good fit for: B2B teams evaluating customer support software Teams that need documented workflow capabilities and fit guidance Organizations willing to validate implementation and plan limits

May be a poor fit if: Teams seeking a workflow outside the product's documented focus Teams needing unlimited usage without plan limits

Pricing and plan structure

Gorgias: Published starting price $10 per month

  • Starter$10 per month
  • Basic$60 per month
  • Pro$360 per month
  • Advanced$900 per month
  • EnterpriseCustom pricing

ScreenConnect: Published starting price $27 per month

  • Free or entry planFree
  • Higher tiersCustom pricing

Capabilities worth validating

  • Gorgias: Shared inbox & ticketing, Live chat & messaging, Knowledge base & help center, Omnichannel support, Automation & macros Integrations include Shopify, BigCommerce, Magento (Adobe Commerce), Klaviyo.
  • ScreenConnect: Multiple agents, Remote Support, No interruptions, Secure information, Automated reconnection

Questions to answer before switching

  • Does Gorgias's selected plan include the features and limits we need?
  • Does ScreenConnect's selected plan include the features and limits we need?
  • Does the exact integration path for Shopify, BigCommerce, Magento (Adobe Commerce) support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Shopify, BigCommerce, Magento (Adobe Commerce): permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-08-18. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Gorgias product site, G2, Capterra; ScreenConnect product site, FinancesOnline review, Vendor website