Glassdesk - 2026 Pricing, Features, Reviews & Alternatives

Glassdesk is an AI support agent that installs into Gorgias and resolves repetitive Tier-1 tickets — shipping and delivery policy, returns and exchanges, warranty, product questions — by retrieving from your own help center rather than from a general-purpose model's memory.

How it works

Knowledge ingestion. Point Glassdesk at a URL and it crawls, chunks and embeds the pages, or import your Gorgias help center directly. Each source keeps its own record: last successful crawl, indexed chunk count, and a freshness state the dashboard turns amber when a crawl goes stale. Re-crawling a source deletes the chunks the previous crawl produced, so removed articles stop being cited.

Retrieval and generation. Incoming tickets are embedded and matched against your indexed chunks in a pgvector store scoped to your account. The model answers only from what retrieval returned, and every reply carries the chunk citations and a per-chunk similarity score.

Self-check. Before a reply is sent, a second pass re-reads the draft against the retrieved chunks and rejects anything the sources do not support. An unsupported draft is escalated, not sent.

Confidence gating. Every answer is scored. Below the threshold you set, Glassdesk escalates to a human with the full ticket context and the reason for the handoff, rather than guessing. Any retrieval or tool error also escalates — the system fails safe and never dead-ends a customer.

Rollout control. Glassdesk starts in shadow mode, drafting internal notes on live tickets that only your team can see. You read real output on real tickets before anything reaches a customer, then switch to draft or auto-send when you are ready.

Evaluation. Accuracy is measured by a versioned eval suite covering answerable cases, must-escalate cases and adversarial cases including prompt injection. You get an accuracy report before go-live, and any prompt or retrieval change is re-scored against the same suite.

What else it does

- Replies in the customer's language

- Sentiment and abuse detection flags messages that need a person

- Thank-you auto-close: gratitude-only reopens are closed without a reply

- Proposes account actions — address changes, order cancellations — for your approval

- Support insights (Growth and up): knowledge-gap detection and no-survey sentiment trends

- Merchant dashboard: deflection rate, usage against your cap, knowledge sources, per-category breakdown

- In-ticket transparency panel showing the citations and confidence behind each answer

Integrations

Gorgias (helpdesk — install, ticket read and write, help-center import) and Shopify (per-store OAuth for order and fulfilment lookups). Both are connected by the merchant, with the merchant's own credentials.

Architecture and security

Multi-tenant by design: every read and write is scoped by account, including vector namespaces, caches, rate-limit buckets and billing lookups. Credentials are per-merchant — your OAuth token, your subdomain, a secret derived per account, never one key shared across customers. An unresolvable account is served nothing rather than falling back to a default.

Conversation content is logged only if you switch it on; the default is metadata-only. Webhooks are signature-verified. Uninstalling revokes the stored credential rather than flagging a row inactive, and Shopify's data-request, customer-redact and shop-redact webhooks are implemented.

No vendor lock-in: the model layer is provider-agnostic and the agent can be deployed in your own cloud as a container.

Pricing

Flat monthly — $79, $199 or $449 — with hard caps rather than metering on the first two plans, so the bill on Starter and Growth cannot spike in your busiest month. Scale includes 3,000 resolutions and adds further resolutions at $0.15 each. 14-day free trial, card required, $0 due today. Annual billing is two months free.