Gorgias vs Zendesk
Gorgias and Zendesk both handle customer support tickets, but Gorgias is purpose-built for ecommerce - it has deep native integrations with Shopify, Magento, and BigCommerce, and lets agents see and manage orders directly from the ticket. Zendesk is the general-purpose enterprise support platform. For Shopify stores, Gorgias is frequently the better choice.
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Customer support platform built for ecommerce vs Enterprise customer support platform.
| Feature | Gorgias | Zendesk |
|---|---|---|
| Pricing from | $10/month | $49/agent/month |
| Shopify integration | Native - order info in every ticket | Via integration |
| Order management from support | Yes - refunds, cancellations in ticket | No |
| Pricing model | Per-ticket based (not per agent) | Per agent per month |
| Chatbot for ecommerce | Strong - WISMO, FAQ automation | General purpose |
| Best for | DTC ecommerce brands on Shopify | Any industry, enterprise scale |
| Starting price | $10/month (starter) | $49/agent/month |
The third option most teams miss
Picking between Gorgias and Zendesk isn't the only choice.
For ecommerce brands building custom customer ops tools - order dashboards, refund trackers, chargeback managers - Appaca builds them on top of your Shopify data.
- No code, no deployment, no devops
- Built-in database, dashboards, team access
- Refine with chat as your needs change
- Free to start, no per-seat pricing surprises
Common questions
For most Shopify stores, yes. Gorgias was built specifically for ecommerce and the Shopify integration is native and deep. Zendesk requires custom configuration and integrations to achieve similar ecommerce functionality.
Gorgias prices by ticket volume (not per agent), which is unusual. The Starter plan includes 50 tickets/month for $10. This model works well for lower-volume stores.
Appaca is a third option for teams that don't want to choose between two existing tools. Instead of forcing your workflow into someone else's product, Appaca builds a custom app from a description - with built-in database, hosting, and team access. Try it free at appaca.ai.