Quick verdict
How these two tools differ.
Gorgias is purpose-built for ecommerce. Agents see order history, cart, and customer data from the store without leaving the inbox. Macros can look up orders, process refunds, or trigger store actions. Pricing typically starts around $60/month and scales with ticket volume. For Shopify and Magento stores with meaningful support volume, Gorgias removes context-switching and speeds up order-related replies.
Zendesk is a general helpdesk that can connect to ecommerce via apps and API, but it’s not ecommerce-native. You get maximum channel and integration breadth—email, chat, social, phone—and the largest app marketplace. Per-agent pricing starts around $19/agent/month. For mixed support or non-store use cases, Zendesk is the stronger choice.
Choose Gorgias when the store is central to support; choose Zendesk when you need a broad helpdesk first.
Feature comparison
Side-by-side feature check.
SupportedPartial supportNot available
| Feature | Gorgias | Zendesk |
|---|---|---|
| Ticket management | Full ticketing and workflows | Full ticketing and workflows |
| Automation workflows | Rules, macros, routing | Rules, macros, routing |
| Multi-channel support | Email, chat, social, phone | Email, chat, social |
| Reporting and analytics | Dashboards and SLA reports | Reports and dashboards |
| Integrations | CRM, ecommerce, marketplace | CRM, ecommerce, apps |
| Pricing flexibility | Tiered per agent | Tiered per agent / free tier |
Pricing comparison
What to expect to pay.
Gorgias typically starts around $60/month and scales with ticket volume and seats—pricing is ecommerce-oriented. Zendesk uses per-agent pricing starting around $19/agent/month. Gorgias can be more expensive per seat but delivers ecommerce-specific value (order context, macros). Zendesk is usually cheaper for non-ecommerce or mixed support at equivalent seat count.
Pros and cons
Strengths and trade-offs.
Gorgias
Pros
- Deep Shopify/Magento integration
- Order and customer context in tickets
- Macros for returns and store actions
Cons
- Focused on ecommerce; not ideal for non-store support
- Pricing can be high at volume
- Smaller general ecosystem than Zendesk
Zendesk
Pros
- Largest helpdesk ecosystem
- Full multi-channel
- General-purpose; fits any support
Cons
- Ecommerce integration less deep than Gorgias
- No native order-level context
- Can be costly at scale
Best for
Which tool fits your situation.
Best for Gorgias
Ecommerce support teams (Shopify, Magento) that handle orders and returns daily. Ideal when support and store data should live in one place.
Best for Zendesk
Teams that need a general helpdesk for email, chat, social, and phone—with or without ecommerce. Fits mixed and non-ecommerce support.
Alternatives
Other options we review.
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