The verdict
If you run an online store and support takes real hours every week, I'd pick Gorgias first. Order data in the ticket saves the most time, and you can act from inside it, for example to cancel or refund. Pick Document360 when the problem is documentation: many writers, approvals, a public help centre, or internal procedures. Do not buy it only to host a handful of return and shipping rules. Write those down clearly wherever your team can reach them. The Gorgias AI agent works only as well as your policies and help content, so that content matters either way.
Side by side
| 9 points compared | ||
|---|---|---|
| Starts at | $10/mo | |
| Free plan | No | |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Public help centre | Yes | Yes |
| Links |
Plans and pricing
Document360
Pricing not in our catalogue yet.
Gorgias
- Starter$10/mo
- Basic$60/mo
- Pro$360/mo
- Advanced$900/mo
Who each is for
Choose Document360 if…
Pick Gorgias if you sell on Shopify or a similar store, and support volume has outgrown a shared inbox. It suits brands that want tickets tied to order data so agents do not switch tabs. Pricing follows ticket volume, not seats, so check your volume and how the vendor counts tickets before you pick a plan. Skip it for a store with a few tickets a week, or for a software or services business. A general helpdesk fits those better. Review what the AI agent does at first and read a sample of its conversations every week.
Choose Gorgias if…
Pick Document360 if you are a support, product or technical writing team that needs a structured knowledge base with workflows and permissions. It suits software companies with API documentation, and organisations with an internal wiki to keep tidy. Ask which AI features are in your quote, because availability depends on plan and configuration. If you already have hundreds of articles elsewhere, plan the move, since PDF import and export still leave you to review structure and links. Skip it if all you need is a few help pages for a small shop.
Other options worth a look
Manage customer support tickets across email, chat and social channels with knowledge base tools.
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Meta's messaging app and API that lets businesses chat with customers on WhatsApp, from small shops to enterprises.