Gorgias, HappyFox, and Jira Service Management all sell ticket-based support software, but they solve different problems. Gorgias is built specifically for…
Best for: IT and DevOps teams already living in Jira and Confluence who need ITIL-aligned incident, change, and problem management.
At a Glance
Gorgias
HappyFox
Jira Service Management
Primary category
Customer Support
Customer Support
Customer Support
Rating
Not documented
Not documented
Not documented
Pricing model
Subscription
Subscription (per-agent and flat unlimited-agent options)
Freemium
Starting price
$10/month (Starter plan, 50 tickets)
$24 per agent per month (Basic plan)
Free
Free plan
Not documented
Not documented
Yes
Free trial
Yes
Yes
Yes
Platforms
Web
Web, iOS, Android
Web, iOS, Android
Team collaboration
Not documented
Not documented
Not documented
AI features
Yes
Yes
Yes
Public API
Yes
Yes
Yes
Standout Differences
Built for ecommerce versus built for IT ops
Gorgias centers on Shopify order data and a Support-plus-Shopping AI Agent, while Jira Service Management centers on ITIL incident and change workflows for internal IT teams - opposite ends of the same broad 'ticketing' category.
Gorgias, Jira Service Management
HappyFox spans customer service, IT, and HR from one system
HappyFox ships a core Help Desk plus a separate ITIL-style Service Desk module, letting one company run customer support and internal IT tickets on a shared data model.
HappyFox
AI pricing is structured very differently across all three
Gorgias charges for AI Agent usage based on successful resolutions on top of the base plan, HappyFox bundles its AI Copilot suite into the Pro tier, and Jira Service Management gates AI features to the Premium tier and above.
Gorgias, HappyFox, Jira Service Management
Only Jira Service Management has a truly free tier
JSM offers a Free plan for up to 3 agents with core service-request and knowledge-base features, while Gorgias starts at $10/month and HappyFox offers only a 14-day trial with no permanent free plan.
Jira Service Management
HappyFox's flat unlimited-agent pricing
For larger teams, HappyFox offers Unlimited Agent plans billed as a flat annual fee with a fixed ticket allowance, an alternative to Gorgias's per-ticket overages and JSM's volume-tiered per-agent pricing.
Vision (image) understanding in support conversations
Available
Not documented
Not documented
IT Service Management
Feature
Gorgias
HappyFox
Jira Service Management
ITIL-aligned incident and change management
Unavailable
Available
Available
On-call scheduling and alerting
Unavailable
Not documented
Available
Pricing Compared
Starting price reflects the lowest paid tier, not the full cost for every team size or usage level.
Gorgias
Starter — $10/month Monthly
Basic — $60/month ($50/month billed annually) Monthly or annual
Pro — $360/month ($300/month billed annually) Monthly or annual
Advanced — $900/month ($750/month billed annually) Monthly or annual
Enterprise — Custom Custom, annual contract
HappyFox
Basic — $24/agent/month Monthly or annual (annual saves ~20%)
Team — $49/agent/month Monthly or annual
Pro — $99/agent/month Monthly or annual
Enterprise Pro — Custom Annual contract
Unlimited Agent Plans — Flat annual fee with a fixed yearly ticket allowance Annual
Jira Service Management
Free — Free up to 3 agents
Standard — ~$19-24/agent/month monthly or annual, volume-tiered
Premium — ~$47-55/agent/month monthly or annual, volume-tiered
Enterprise — Custom pricing annual contract
Pros & Cons
Gorgias
Pros
Deep, real-time Shopify integration purpose-built for ecommerce support workflows.
AI Agent handles both support resolution and pre-purchase sales assistance in one platform.
Ticket-based pricing keeps costs stable regardless of how many agents are on the team.
Supports replies in over 80 languages even without a translated knowledge base.
Cons
Separate AI resolution billing on top of the base plan can make total costs less predictable at high volume.
Deepest integration and value are focused on Shopify, with somewhat less native depth on other ecommerce platforms.
Overage charges for exceeding a plan's billable ticket allotment can add up for fast-growing stores.
Less suited to non-ecommerce industries or complex B2B support workflows compared to general-purpose helpdesks like Zendesk.
HappyFox
Pros
Bootstrapped, profitable company with a strong track record
Unlimited-agent pricing option for larger support teams
AI Copilot suite for ticket triage and response assistance
14-day free trial with no credit card required
Rated highly for ease of use on G2
Cons
Basic plan is capped at 5 agents
Advanced modules like chat, workflows and BI are priced separately
Feature depth on the entry-level tier is limited
No permanently free plan
Deeper reporting and customization require higher-priced tiers
Jira Service Management
Pros
Native integration with Jira Software and Confluence suits teams already on the Atlassian ecosystem
Significantly lower entry price than enterprise ITSM leaders like ServiceNow
Opsgenie's on-call alerting and incident response are now bundled into higher tiers at no extra cost
Free tier available for very small IT teams up to 3 agents
Strong DevOps alignment through CI/CD integrations for automated, low-risk change approvals
Cons
Premium tier more than doubles the per-agent cost over Standard to unlock CMDB and major incident management
Standalone Opsgenie is being phased out, requiring customers to migrate on Atlassian's timeline
Less mature enterprise ITSM depth than ServiceNow for very large, complex IT organizations
Per-agent, volume-tiered pricing can be difficult to forecast as agent counts scale
Enterprise tier requires annual contracts and custom sales negotiation, with no public pricing
Use Cases
Choose Gorgias: Ecommerce and DTC brands, especially on Shopify, that want AI-driven support tightly wired into order and product data.
Choose HappyFox: Organizations that need one ticketing backbone spanning customer support, IT, and HR without buying three separate platforms.
Choose Jira Service Management: IT and DevOps teams already living in Jira and Confluence who need ITIL-aligned incident, change, and problem management.
Gorgias
Ecommerce Customer Support — Online retailers use Gorgias to manage high volumes of order-related support conversations across email, chat and social channels in one workspace.
AI-Automated Support Resolution — Growing brands use the AI Support Agent to automatically resolve routine post-purchase questions like order tracking and returns without human agent involvement.
Conversational Sales Assistance — Merchants use the AI Shopping Assistant to engage pre-purchase site visitors with personalized product recommendations and discounts.
HappyFox
Omnichannel customer support — Support teams consolidate email, chat, phone and social tickets into one queue with HappyFox Help Desk.
Internal IT and HR helpdesks — IT and HR departments use HappyFox Service Desk and Help Desk to manage internal employee requests separately from customer support.
Scaling support teams with flat pricing — Growing companies use Unlimited Agent plans to avoid unpredictable per-seat cost growth as their support team expands.
Jira Service Management
IT help desk and service requests — IT teams manage employee support tickets, SLAs and a self-service knowledge base through a configurable customer portal.
DevOps incident response — Engineering and SRE teams use integrated on-call scheduling and alert routing tied directly to the same Jira instance used for development work.
Enterprise change management — Large organizations use ITIL-aligned change workflows with automated risk scoring and CI/CD integration to govern production deployments.
Frequently Asked Questions
Which of these three is best for a Shopify store?
Gorgias, by a wide margin. It is purpose-built for ecommerce, with a Shopify Premier Partner integration that gives agents and its AI Agent live access to orders, inventory, and customer tags, plus a Shopping Assistant that engages pre-purchase visitors.
Can HappyFox replace both a customer support helpdesk and an IT service desk?
Yes. HappyFox ships a core Help Desk alongside a separate ITIL-style Service Desk module on the same unified ticketing data model, so customer support, IT, and HR teams can share one system with separate queues and permissions.
Does Jira Service Management work for external customer support, not just internal IT?
It has a customizable customer portal for service requests, but its feature set - change management, CMDB, on-call scheduling, CI/CD integrations - is built around internal IT and DevOps workflows rather than general customer-facing support.
Which tool has a genuinely free plan?
Only Jira Service Management, with a Free tier capped at 3 agents. Gorgias starts at $10/month and HappyFox offers a 14-day free trial rather than a permanent free tier.
How does AI pricing differ across the three?
Gorgias bills AI Agent usage per successful resolution on top of the base plan, HappyFox includes its AI Copilot suite in the Pro tier price, and Jira Service Management restricts AI features to Premium and Enterprise.
Which is priced most predictably at scale?
HappyFox's Unlimited Agent plans offer a flat annual fee once a team exceeds roughly 20-25 agents. Gorgias's cost can grow with ticket overages, and JSM's per-agent pricing is volume-tiered and can be harder to forecast as headcount changes.