Gorgias vs Trengo: Which Helpdesk Fits Your Webshop? [2026]

Gorgias and Trengo both show up on almost every shortlist when a webshop goes looking for a helpdesk. On the surface they look alike: one inbox for email, chat and social media, with AI on top. Under the hood they are built differently. Gorgias is a US helpdesk made entirely for e-commerce, and especially for Shopify. Trengo comes from Utrecht in the Netherlands and is an omnichannel inbox for all kinds of businesses, with WhatsApp as a strong point.

In this article we put Gorgias and Trengo side by side: pricing, channels, AI, e-commerce integrations and who each tool suits best. We checked all prices on the official pricing pages in October 2026. Prices change often, so always double-check them before you decide.

Gorgias vs Trengo at a glance

In short: Gorgias charges per ticket and lets your team grow almost without limit. Trengo charges per package with a fixed number of users and conversations. Which one is cheaper depends heavily on your volume and team size.

Pricing: Gorgias vs Trengo

How much does Gorgias cost?

Gorgias bills in US dollars and sells the helpdesk and the AI Agent as two separate parts. The prices below are for the helpdesk without the AI Agent.

At Gorgias, a ticket is a conversation that starts on any of your channels. It counts as one ticket no matter how many messages go back and forth.

If you add the AI Agent, you pay per automated interaction: a conversation the AI handles on its own. The pricing page puts this at roughly $0.85 to $1.00 per interaction, depending on your plan and whether you pay monthly or yearly. Gorgias also offers bundles, for example Basic with AI Agent for $77 per month billed yearly, including 30 automated interactions.

Voice and SMS are add-ons with their own pricing that scales with your volume.

How much does Trengo cost?

Trengo bills in euros and works with packages that include a set number of users and conversations.

On top of that, you may pay for:

• Extra conversations: €18 per 100 (monthly) or €15 per 100 (yearly).
• Extra users: on Boost €30 per month (monthly) or €25 (yearly), on Pro €50 or €40.
• AI surcharge: €0.30 (monthly) or €0.25 (yearly) per conversation handled by AI.
• Voice: an add-on on Boost and Pro.

At Trengo, a conversation is any reply to a message from or to a customer within a 7-day window. If the customer writes again after that, it counts as a new conversation.

Example calculation

Say your webshop has 5 agents and about 1,000 customer conversations a month, and you pay yearly.

This is an estimate based on public rates. Keep in mind that Gorgias and Trengo don't count exactly the same thing. Gorgias counts tickets and automated interactions; Trengo counts conversations within 7 days. When in doubt, ask both for a quote for your situation.

What stands out: for low volumes, Gorgias is much cheaper to start with. With lots of AI conversations, the Gorgias bill rises faster because you pay per automated interaction. Trengo's AI surcharge per conversation is lower, but its entry package costs more.

Channels compared

Both tools bring your channels together in one shared inbox. The differences are in the details.

At Gorgias, every WhatsApp conversation counts as a ticket, and Gorgias passes on Meta's fees instead of you getting a bill from Meta. Trengo states that WhatsApp service conversations are free; extra WhatsApp, voice and SMS usage is billed separately.

For many European webshops, WhatsApp is the most important channel. Both tools support it. Trengo presents WhatsApp prominently as an official partner; Gorgias puts more emphasis on email, chat and social.

AI compared

AI is a big selling point for both tools, but the pricing model differs.

The price gap per conversation looks large, but the two measure different things. Gorgias charges when the AI resolves a conversation by itself. Trengo adds a surcharge to each conversation where AI is used. So look at how many conversations you actually want to automate, and work out both scenarios.

E-commerce integrations

For a webshop this is often the deciding factor: can you see the customer's order next to the conversation, and can you act on it?

Gorgias is truly built around Shopify. You see orders in the sidebar and can, for example, cancel or refund an order straight from a ticket. Trengo also connects to Shopify, plus tools that are popular with Dutch and Belgian webshops, such as Lightspeed and Picqer.

Pros and cons of Gorgias

Pros

• Strong e-commerce focus with a deep Shopify integration.
• Low entry price: from $10 per month for small volumes.
• Not priced per user: up to 500 seats from Basic upwards.
• AI Agent that can take actions in your store.
• Lots of integrations (150+).

Cons

• Prices in dollars, so costs in euros or pounds move with the exchange rate.
• Costs rise with ticket volume, and AI costs extra per automated interaction.
• Voice and SMS are add-ons.
• Lightspeed and bol.com are not among the listed integrations.

Pros and cons of Trengo

Pros

• European company with prices in euros.
• Official WhatsApp Business API on all plans.
• Works for many industries, not just webshops.
• Integrations with Lightspeed and Picqer next to Shopify and WooCommerce.
• Lower AI surcharge per conversation.

Cons

• High entry price: from €299 per month billed yearly.
• Users and conversations are capped; more costs extra.
• Voice is an add-on on Boost and Pro.
• API actions from AI only from the Pro plan.

Gorgias or Trengo: which should you choose?

Choose Gorgias if:

• your store runs on Shopify and you want the deepest possible integration;
• you are starting small, with few tickets a month;
• you have a large team and don't want to pay per user;
• your customers mainly reach you through email, chat and social.

Choose Trengo if:

• WhatsApp is your main channel;
• you prefer paying in euros for a fixed package;
• you also handle customer contact outside e-commerce;
• you use Lightspeed or Picqer.

Still unsure what you need? Read how to choose a ticket system first. Comparing Trengo with a bigger player? See our Zendesk vs Trengo comparison too.

A third option: Bugalou

If Gorgias feels too US-focused and Trengo too expensive for your team size, Bugalou is worth adding to your list. Bugalou is a customer service platform for webshops with one inbox for the WhatsApp Business API, email, Instagram, Messenger, live chat, SMS, phone and WhatsApp calling, plus a bol.com integration.

• Starter: €49 per month, 500 conversations, 1 user included, no AI chatbot.
• Pro: €109 per month, 500 conversations, AI agent with no per-conversation fee, CSAT and routing, 1 user included.
• Enterprise: custom.

Extra users can be added for a fee. Bugalou integrates with Shopify, WooCommerce, Lightspeed, Picqer, Returnless, Sendcloud, DHL and MyParcel. See Bugalou pricing, or read how Bugalou compares with the two tools in this article: Bugalou vs Gorgias, the Gorgias alternative and the Trengo alternative.

FAQ

Is Gorgias cheaper than Trengo?

For small volumes, yes: Gorgias starts at $10 per month for 50 tickets, Trengo at €299 per month billed yearly. With bigger teams and lots of AI conversations, that can flip. Gorgias charges per ticket and per automated interaction; Trengo charges per package with a fixed number of users and conversations.

Does Gorgias work with WhatsApp?

Yes. WhatsApp is available on all Gorgias helpdesk plans. Each WhatsApp conversation counts as a ticket, and Meta's fees are billed through Gorgias.

Does Trengo work with Shopify?

Yes. Trengo has a Shopify integration, along with WooCommerce, Lightspeed, Magento 2 and Picqer, among others. Gorgias is, however, built more deeply around Shopify.

How many users do you get with Gorgias and Trengo?

At Gorgias, Starter has 3 seats and Basic, Pro and Advanced have 500 seats. At Trengo, Boost includes 10 users and Pro 20; extra users cost €25 to €50 per month.

How much does AI cost with Gorgias and Trengo?

Gorgias charges roughly $0.85 to $1.00 per conversation the AI Agent resolves on its own. Trengo adds a surcharge of €0.25 (yearly) or €0.30 (monthly) per AI conversation.

Can I make phone calls with Gorgias or Trengo?

In both cases, phone is an add-on. Gorgias offers voice and SMS as add-ons on any plan. At Trengo, voice is an add-on on Boost and Pro and fully integrated on Enterprise.

Conclusion

Gorgias and Trengo are both solid helpdesks, but for different kinds of businesses. Gorgias fits Shopify brands that want a low entry price and want to grow their team without paying per user. Trengo fits businesses that put WhatsApp first and prefer a fixed package in euros.

Either way, run the numbers for your own volume, including AI and phone, and try the tools before you commit. Want to look at a third option too? Compare Bugalou's pricing and start for free.