Gorgias is built around the order. If most of your tickets are not about an order, that shape works against you.
Gorgias is very good at what it is for: e-commerce support with the order, the refund and the customer history right there in the ticket. Outside that context the deep shop integration is not an advantage, and the pricing – tied to ticket volume – rewards a different kind of business than a B2B service team.
Strengths you can check – to the point.
Your data is stored and processed in Germany.
The AI assistant runs on your own server – ticket content is never sent to an external AI service.
Tenant separation, export and deletion functions and a data processing agreement are built in.
One clear price per booked seat – no feature ballast, no hidden add-ons.
An uncluttered interface with a guided start – expensive training is not needed.
Team questions and an automatic wiki keep what you know on the ticket instead of scattered across tools.
rapidFOXAs of 2026. The comparison describes typical characteristics of E-commerce help desks and is meant as general orientation; scope, pricing and data protection vary by vendor, plan and point in time. The names mentioned (for example Gorgias) are trademarks of their respective owners – no connection, partnership or endorsement is implied. What counts is the current information published by each vendor.
If you sell services, machines or software, the ticket is not about an order number. It is about a company, a contract and a history – and that is what rapidFOX puts in front of you: the company record with every ticket it ever raised.
Volume-based pricing also cuts the wrong way for B2B support, where a handful of large customers can generate a busy month without generating more revenue.
The move is deliberately undramatic. You start a free trial that comes with sample data and connect your support mailbox over IMAP/SMTP in a few minutes. From then on every incoming email becomes a ticket, and replies go back out as ordinary email.
What a clean switch looks like step by step is in the guide Introducing a ticketing system.
The rapidFOX AI assistant runs on your own server: drafting replies, shortening them, turning notes into full messages and suggesting solutions – ticket content is never sent to an external AI service. On or off whenever you like, and a person always approves.
Honestly, often not. If your agents need the order, the tracking and the refund button inside the ticket, Gorgias earns its price. rapidFOX is the better fit once support is about more than the order.
Not directly. Orders reach it the way everything else does – by email, with the company matched automatically.
Yes. The trial runs for seven days with sample data, and you can connect a second mailbox rather than moving the main one. Nothing has to be switched off first.
rapidFOX costs one fixed price per booked seat, with every function included and no tiers. What Gorgias costs depends on the plan and the add-ons you need – compare it against the list price of the tier that actually covers your requirements.
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