Gorgias vs Richpanel
Published September 10, 2026 · Reviewed by the Fidiora team
Gorgias and Richpanel both target e-commerce support. Gorgias emphasises agent efficiency with store actions in the ticket. Richpanel emphasises customer self-service, letting shoppers perform order actions themselves. The choice is whether you want to speed up agents or remove the contact entirely.
Key takeaways
- Gorgias optimises the agent's workflow, Richpanel optimises the customer's.
- Self-service order actions remove tickets, which is a larger saving than faster handling.
- Both price around conversation or resolution volume rather than pure seats.
- Self-service only works for actions your policies allow customers to take unsupervised.
Gorgias vs Richpanel at a glance
| Criterion | Gorgias | Richpanel |
|---|---|---|
| Primary bet | Agent efficiency | Customer self-service |
| Order actions | Agent performs them in the ticket | Customer performs them in a self-service flow |
| Commercial model | Ticket volume bands | Conversation or resolution oriented plans |
| Effect on ticket count | Tickets handled faster | Fewer tickets created |
| Policy risk | Low, an agent reviews each action | Higher, needs clear rules on what customers may do |
| Setup effort | Moderate | Moderate, plus policy definition |
| Best when | Volume is manageable but slow | Volume is the constraint |
| What to verify first | Peak volume against bands | Which actions you are willing to let customers take |
What each product is
Gorgias
Gorgias is a support platform built specifically for e-commerce, with deep integrations into store platforms so agents can see and act on orders inside a ticket.
Commercial model: Plans built around ticket volume rather than purely around seats, which is unusual in this category.
Best for: Stores with a support team whose main constraint is time per ticket.
Richpanel
Richpanel is an e-commerce customer service platform combining a helpdesk with self-service flows for common store questions.
Commercial model: Plans oriented around conversation or resolution volume rather than seats.
Best for: Stores that want shoppers to handle routine order actions without contacting support at all.
The differences that actually matter
Faster tickets versus fewer tickets
Halving handle time on a thousand tickets saves real hours. Removing four hundred of those tickets saves more. Self-service has the higher ceiling, and it only works where your policies genuinely permit unsupervised action.
Policy work is the hidden cost of self-service
Letting customers cancel, return, or reschedule themselves requires deciding exactly when they may. That is a policy project, not a configuration task, and it is the reason self-service rollouts stall.
Both are e-commerce specialists
Neither is a general helpdesk. If your support extends beyond the store into wholesale, partners, or a software product, both will feel narrow.
Vendor pricing and packaging change often. Confirm current details on Gorgias and Richpanel before deciding.
The two ideas are not exclusive. Fidiora resolves the questions behind the tickets, grounded in your own store content, and routes anything requiring judgement to your team with full context. You pay only when an issue is genuinely resolved, whichever helpdesk you keep underneath.
Questions
Does customer self-service reduce support cost?
Which is better for a high-volume store?
Can you use both approaches?
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