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Gorgias vs Jira Service Management

Gorgias logo

Gorgias

Software

E-commerce helpdesk built for Shopify

From
$10/month
Rated
-
Full reviewWebsite
Jira Service Management logo

Jira Service Management

Software

High-velocity service management

From
Free
Rated
-
Full reviewWebsite

The short version

  • Only Jira Service Management has a free tier, so it costs nothing to try first.
  • Each has a real cost: Gorgias helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee; Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure
  • They diverge on capability: Gorgias covers Omnichannel inbox, Jira Service Management covers Incident management.

Where they differ

Only the attributes on which Gorgias and Jira Service Management actually diverge.

Attributes where Gorgias and Jira Service Management differ
AttributeGorgiasJira Service Management
Starting price$10/monthFree
Pricing modelusage-basedsubscription
Free tierNoYes
Founded20152002

Identical on both: platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Automation
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce

Only in Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Both cover

  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Gorgias

  • E-commerce support teams wanting AI-resolved conversations billed only on successful resolutionsnot Jira Service Management

Jira Service Management

  • IT service managementnot Gorgias
  • Incident responsenot Gorgias
  • Change managementnot Gorgias
  • Asset trackingnot Gorgias

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Gorgias

  • Helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • The AI Agent is billed separately per resolved conversation on every plan rather than included in the flat seat or ticket price

Jira Service Management

  • The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure

Pricing, plan by plan

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

Which should you pick?

Choose Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Choose Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management review

Questions people ask

Is Gorgias or Jira Service Management better?
Neither clearly leads. Gorgias starts at $10/month and Jira Service Management at Free, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Gorgias or Jira Service Management?
Jira Service Management has a free tier; the other does not. Paid plans start at $10/month for Gorgias and Free for Jira Service Management.
Does Gorgias or Jira Service Management run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. Gorgias starts at $10/month.
What is Gorgias best used for?
Gorgias is most often used for e-commerce support teams wanting ai-resolved conversations billed only on successful resolutions. Of those, e-commerce support teams wanting ai-resolved conversations billed only on successful resolutions is not what Jira Service Management is typically brought in for.
What can Gorgias do that Jira Service Management cannot?
Gorgias covers Omnichannel inbox, Order management, Macros, Automation. Jira Service Management covers Incident management, Change management, Problem management, Asset management. Both handle SOC2, GDPR, Web support, Ios support.
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