Capacity vs Gorgias
Capacity
capacity.com
Gorgias
gorgias.comSide by side
| Figure | Capacity | Gorgias |
|---|---|---|
| Price from | — | — |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Plans published | 6 | 0 |
| Spec score · AI Customer Service Agents | 8.5 (#3) | 8.2 (#7) |
| Spec score · Customer Self-Service Software | 8.5 (#9) | 8.3 (#13) |
| Access controls | The security page describes role-based permissions, audit logs and single sign-on options including Okta and Azure AD. | Google and Microsoft single sign-on are available on all Helpdesk plans, while custom SSO is available on Advanced and Enterprise plans. |
| Company | Capacity says it was founded in 2017 by David Karandish and Chris Sims and is headquartered in St. Louis. | Gorgias says it was founded in Paris in 2015. |
| Founded | Capacity says it was founded in 2017 by David Karandish and Chris Sims. | 2015 |
| Free plan | No | No |
| Headquarters | Capacity identifies St. Louis as its headquarters; LinkedIn lists University City, Missouri and the 6665 Delmar Boulevard address. | 180 Sansome Street, Suite 1800, San Francisco, California, United States |
| Integrations | Capacity advertises more than 250 prebuilt integrations, with examples including Salesforce, Zendesk, HubSpot, Slack, Microsoft Teams and Google Workspace. | Gorgias says its app directory connects more than 100 apps, including Shopify, BigCommerce, Loop Returns, Yotpo, Recharge, and Attentive. |
| Product | Capacity describes itself as a unified CX automation platform for contact centers, connecting knowledge, data, and systems to power AI agents and agent tools. | Gorgias is a customer support platform for ecommerce brands that brings email, chat, social media, phone, and SMS interactions into one place. |
| Security | Capacity states it uses AES-256 encryption at rest and TLS 1.2+ in transit and is GDPR, HIPAA, and SOC 2 Type II compliant. | Gorgias lists SOC 2 Type II certification, HIPAA compliance, encrypted backups, HTTPS TLS connections, and two-factor authentication among its security measures. |
| Support | Capacity lists standard onboarding and support as included with a subscription; the support page also provides [email protected] for help. | Gorgias provides Academy courses and Help Center resources, and its support page describes email and chat support options based on business size. |
| Target users | Capacity says it is built for mid-market and enterprise contact centers, typically with 50 to 500+ agents. | Gorgias describes its helpdesk as designed for ecommerce customer experience teams. |
Plans
Capacity
- CorePrice not published
- CorePriced on request
- EnterprisePrice not published
- EnterprisePriced on request
- ProPriced on request
- ProPrice not published
In their own words
Capacity
Capacity is a customer-experience automation platform for contact centers. It connects knowledge, data, and business systems to support AI agents and tools for human agents. Agents can handle chat, SMS, voice, and email, while the platform adds real-time agent assistance, automatic quality assurance, conversation intelligence, and outbound campaigns. Its AI Knowledge Orchestration Layer is described as the foundation that learns from interactions. Capacity targets mid-market and enterprise contact centers, typically those with 50 to 500 or more agents. Usage is measured by response for chat and email, minute for voice, message for SMS, and agent-time hour for assist and intelligence. The platform lists 273 integrations, including Salesforce, Zendesk, Slack, and Microsoft Teams. It offers API access, workflow actions, voice support, and human handoff. Capacity lists Core, Pro, and Enterprise plans with storage up to 100GB, 1TB, and 2TB; pricing is on request and there is no free plan.
Gorgias
Gorgias is a helpdesk for ecommerce customer experience teams, bringing support conversations, customer data, workflows, and an AI Agent together. Its inbox gathers email, chat, SMS, WhatsApp, Instagram, and Facebook conversations in one view. Shopify tickets can show order, customer, and product information; agents can cancel orders, apply discounts, or upsell from a conversation. Helpdesk tools include ticket routing, prioritization, automation rules, SLA management, a help center, and a customer portal. The app directory connects more than 100 apps, and custom HTTP integrations can fetch data or trigger actions in other systems. Gorgias lists web, Android, iOS, API, and extension access. Its mobile apps provide push notifications and can create email tickets, but cannot make or receive calls or send images or links in messages. A new helpdesk account starts with a 30-day free trial, though trial accounts cannot create a help center and have outbound email limits. Plans scale from 50 to 5,000 tickets per month and are not priced per agent. Voice and SMS are add-ons priced by usage.