Gorgias vs Groove: Helpdesk Comparison (2026)
Gorgias and Groove are both helpdesk platforms with different pricing models and feature sets. Gorgias offers unlimited users with a per-user monthly fee, while Groove charges per outcome with a free tier available. Gorgias focuses on centralizing customer conversations and comprehensive ticket management, including an AI Agent for automation. Groove provides a shared inbox, ticketing, email and live chat, a knowledge base, and features like resolutions, upsell opportunities, and churn detection. Groove also offers a free tier, which Gorgias does not.
AI Citation Scorecard
How often each is cited by major AI engines when buyers ask helpdesk questions. Last 90 days across ChatGPT, Perplexity, Gemini, Claude, and Copilot.
Probes run hourly; each (engine × query) combo retests every ~3 days.
Pricing
Key Features
- ✓Unlimited users
- ✓Centralize customer conversations
- ✓Support & ticket management
- ✓AI Agent for automation
- ✓Shared inbox & ticketing
- ✓Email & live chat
- ✓Knowledge base
- ✓Macros & saved replies
- ✓Standard reporting
- ✓Resolutions
- ✓Upsell Opportunities
- ✓Churn Detection
When to choose Gorgias
Gorgias is suitable for businesses that require unlimited users and comprehensive ticket management, particularly those that can benefit from an AI agent for automation and are comfortable with a per-user monthly pricing model that might incur overage fees.
When to choose Groove
Groove is suitable for businesses that prefer a pay-per-outcome pricing model, a free tier, and features like upsell opportunities and churn detection. It also caters to those who need a shared inbox, email and live chat capabilities, and a knowledge base.
Frequently Asked Questions
AI visibility profiles
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