Ruben Buijs
Gorgias vs Zendesk is the most common helpdesk decision for e-commerce teams. Gorgias was built specifically for Shopify and BigCommerce. Zendesk was built for general customer support across every industry. The right choice depends on what kind of business you run, how concentrated your support volume is around orders, and whether you want per-ticket or per-agent pricing.
Shopify powered over 4.6 million live stores in 2024, making purpose-built support tooling a meaningful cost-of-goods lever.
Source: BuiltWith Shopify Usage Statistics
Gorgias
A helpdesk built specifically for Shopify and BigCommerce stores, with per-ticket pricing and native order management inside every ticket.
Zendesk
An enterprise-grade omnichannel helpdesk with per-agent pricing, a 1,500+ app marketplace, and broad coverage across every industry.
Quick verdict
| Use case | Pick |
|---|---|
| Shopify or BigCommerce store | Gorgias |
| Multi-channel support across non-e-commerce | Zendesk |
| Predictable per-ticket pricing | Gorgias |
| Per-agent pricing with unlimited tickets | Zendesk |
| Best AI agent for ambiguous questions | Zendesk (Advanced AI add-on) |
| Smaller team that wants AI in the base price | Neither, look at Boei |
Is Gorgias Cheaper Than Zendesk?
This is the biggest single difference between the two tools.
| Plan | Gorgias | Zendesk Suite |
|---|---|---|
| Entry | $10/mo (50 tickets) | $55/agent/mo (Suite Team) |
| Mid-tier | $50/mo (300 tickets) | $89/agent/mo (Suite Growth) |
| Higher volume | $300/mo (2,000 tickets) | $115/agent/mo (Suite Professional) |
| Enterprise | $750+/mo (5,000+ tickets) | $169/agent/mo (Enterprise) |
| AI fees | Add-on | $50/agent + $1 per AI resolution |
Gorgias charges per ticket (a customer email, chat, or DM that opens a conversation). Zendesk charges per agent with unlimited tickets.
A 5-agent Shopify store handling 1,000 monthly tickets: Gorgias $300/month vs Zendesk $275/month + $1,000 for AI = $1,275/month. Gorgias wins.
A 20-agent enterprise team handling 50,000 monthly tickets: Gorgias $750/month flat is impossible (you would need a custom plan with 50K+ ticket allowance). Zendesk Professional 20 agents = $2,300/month with predictable scaling. Zendesk wins on pricing transparency at scale.
Key takeaway: Gorgias rewards low-ticket-volume teams with high agent counts. Zendesk rewards high-ticket-volume teams with predictable agent counts.
Which Has Better Shopify Integration?
Gorgias was built for Shopify. The integration is native and deep.
Gorgias Shopify advantages:
- Order data appears inside the ticket view, no tab switching
- Refunds, cancellations, and edits happen inside the ticket
- Macros pull product images, tracking links, and order summaries
- Cart-based triggers and rules built in
- Subscription management for recurring-order brands
Zendesk's Shopify integration:
- Available via the Zendesk Marketplace, but it is an integration, not native
- Order data shows in a side panel (slower workflow)
- Refunds and cancellations require switching to Shopify admin
- Less depth on subscription tools
For pure Shopify support speed, Gorgias agents handle orders faster than Zendesk agents using a Shopify integration. The difference is meaningful at high volume.
Which Has Better AI: Gorgias or Zendesk?
Both tools have AI, but with very different positioning.
Zendesk AI:
- Advanced AI add-on at $50/agent/month plus $1 per AI-resolved ticket
- Powerful and well-integrated, especially for ambiguous multi-step questions
- Pulls from your help center, past tickets, and connected knowledge sources
- Higher quality but with significant per-resolution cost
Gorgias AI:
- Auto-Respond AI as an add-on (separate from base plan pricing)
- Trained on your store policies, FAQs, and order data
- Strong for common e-commerce questions (where is my order, return policy, shipping times)
- Generally lower per-resolution cost than Zendesk
For complex SaaS or service-based support questions, Zendesk's AI is more capable. For high-volume e-commerce questions that mostly look like "where is my order," Gorgias AI handles them efficiently.
Channel support
Both tools cover the major channels. Zendesk has more breadth. Gorgias has more e-commerce-specific channels.
| Channel | Gorgias | Zendesk |
|---|---|---|
| Yes | Yes | |
| Live chat | Yes | Yes |
| Facebook Messenger | Yes | Yes |
| Yes | Yes | |
| Yes | Yes (higher plans) | |
| SMS | Yes | Yes |
| Voice | Add-on | Add-on |
| Twitter/X | Yes | Yes |
| No | Yes | |
| Custom apps | Limited | 1,500+ Marketplace |
Zendesk's marketplace ecosystem has 1,500+ apps and integrations. Gorgias has a smaller, e-commerce-focused integration list (Shopify, BigCommerce, Klaviyo, ReCharge, Yotpo, Loop Returns, etc.).
Setup time and complexity
Gorgias is faster to deploy. A single-store Shopify team can be live in 1-3 days with all integrations and macros configured. The platform is opinionated about how an e-commerce support team should work, which removes decisions.
Zendesk is more configurable, which means more decisions and longer setup. A 5-agent team typically takes 1-3 weeks with proper triggers, views, macros, SLAs, and help center setup. Many companies hire a Zendesk admin or pay implementation partners $5,000-$25,000 for proper deployment.
When neither is the right choice
Both Gorgias and Zendesk are full helpdesk platforms with substantial monthly costs. If your team is small (under 5 agents), your support volume is moderate (under 500 tickets/month), and you want AI in the base price, both tools are likely overkill.
Boei is a lighter alternative for teams that want AI, multi-channel, and lead capture without per-ticket pricing:
- AI included from $19/month flat (no per-resolution fees)
- 50+ channels in one inbox: web chat, WhatsApp, Instagram, Messenger, Telegram, SMS, email, forms, phone
- Lead Flow for capturing structured customer data
- Deal pipeline for sales-style workflows
It is not a full ticketing system with deep SLAs, but for small teams that get pulled into Gorgias or Zendesk because there is no lighter option, Boei often covers the actual workload.
Try it yourself: Compare Boei vs Zendesk or start a 7-day free trial. No credit card required.
Final verdict
Pick Gorgias if:
- You run a Shopify, BigCommerce, or Magento store
- Your support volume is concentrated around orders, returns, and shipping
- You want predictable per-ticket pricing with no per-agent fees
- You have a small to mid-sized agent team handling moderate ticket volumes
Pick Zendesk if:
- Your business is not primarily e-commerce
- You need 1,500+ integration depth across non-e-commerce tools
- You handle high ticket volumes per agent (predictable per-agent pricing wins)
- You need enterprise-grade SLAs, voice, advanced reporting, and omnichannel scale
Pick neither if:
- You want AI in the base price without per-resolution fees
- You have a small team and just need a unified inbox plus AI
- You need lead capture, deal management, and 50+ channels in one tool
Gorgias vs Zendesk FAQ
Is Gorgias only for Shopify?
No, but it works best with Shopify and BigCommerce. Gorgias also integrates with Magento and supports general email, chat, and social channels. However, the deepest features (in-ticket order management, refund actions) are most polished on Shopify. For non-e-commerce businesses, Zendesk is usually the better fit.
Is Zendesk worth the price for an e-commerce store?
Sometimes. If your store has 10+ agents, complex SLAs, and integrations beyond e-commerce (custom CRM, billing systems, internal tools), Zendesk's depth pays off. For most Shopify stores under 10 agents, Gorgias delivers more relevant features at a lower cost. Boei is also worth considering for teams that want AI and multi-channel without ticketing depth.
Which has better AI: Gorgias or Zendesk?
Zendesk's AI is more powerful for complex questions, but charges $1 per AI resolution on top of a $50/agent monthly add-on. Gorgias AI is more focused on e-commerce patterns (order status, returns) and generally costs less per resolution. For e-commerce-specific use cases, Gorgias AI quality is comparable. For general support outside e-commerce, Zendesk wins.
Can I switch from Zendesk to Gorgias?
Yes. Both Gorgias and Zendesk support migration tools that import tickets, contacts, and macros. Help Desk Migration is a popular third-party tool that handles the data transfer. Plan for 1-2 weeks for a clean migration including agent training, integration rebuilding, and parallel running before full cutover.
Does Gorgias have a free plan?
No. Gorgias starts at $10/month for 50 tickets on the Starter plan. Zendesk does not have a free plan either, but offers a free trial. For teams that want a free helpdesk option, Freshdesk (free up to 10 agents) and HubSpot Service Hub (free with limits) are better starting points.
What about Boei for e-commerce support?
Boei is not a full ticketing system, but it is a strong fit for small Shopify or e-commerce stores that want AI, multi-channel, and lead capture on flat plan pricing. It includes website chat, WhatsApp, Instagram, Messenger, and 47 other channels in one inbox starting at $19/month. For order-management depth and ticketing SLAs, Gorgias is still the better choice. For general AI and multi-channel coverage at low cost, Boei is worth a look.
