Gorgias vs.

Zendesk

Modern Ecommerce vs. Legacy Support

Zendesk’s legacy system slows teams down. Gorgias speeds them up with intuitive AI workflows built for modern brands.

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Why Gorgias

Why 15,000+ ecommerce brands choose Gorgias over Zendesk

Built-in, not plugged in.

Zendesk surfaces Shopify data in the ticket, but most operational actions still rely on Shopify workflows or external apps. Agents often need to switch tabs to edit orders, manage workflows, or handle more complex requests.

Gorgias is Shopify-native, allowing agents to see order history, spend, AOV, and VIP status within the ticket. They can manage refunds, edits, and cancellations directly in-app.

AI that acts, without the hand-holding.

Zendesk splits AI across three different tiers, each with its pricing and setup. Essential is free but limited to text instructions. Advanced unlocks AI actions, but Shopify integrations require custom API configuration.

Gorgias AI handles tickets from pre-sale to post-purchase in one setup. Tagging, intent detection, shipping updates, cancellations, and subscription management all work out of the box. Sensitive actions stay gated by brand-defined controls and approvals.

One price for your whole team based on what you use.

Zendesk’s pricing stacks multiple layers: a per-agent seat fee, a separate charge for Copilot, and additional fees for the AI Agent suite plus usage. As your team and volume grow, these costs compound.

With Gorgias, you pay per outcome, not per seat. AI resolutions run $0.90–$1.00 each, compared to $1.50–$2.00 on Zendesk.

Reporting tied to revenue, not tickets.

Zendesk tells you how many tickets you closed, but doesn’t tell you the holistic story about how support drives revenue.

Gorgias ties support to revenue by tracking orders placed within three days of an interaction, measuring agent and AI performance in dollars saved, time saved, and resolution rates.

Powerful enough for top Shopify brands

Nearly 40% of the largest Shopify brands choose Gorgias over general-purpose platforms like Zendesk. With native Shopify integration, multi-brand and multi-language support, advanced analytics, and secure infrastructure, Gorgias is built for enterprise ecommerce from day one.

FAQ

Frequently Asked Questions

Tell me more about how Gorgias’s AI outperforms Zendesk

Gorgias includes conversational AI in both email and chat on all plans. Zendesk offers AI in email in its Support & Suite plans. Gorgias also includes pre-built AI Actions and a dedicated implementation team. Zendesk offers neither out of the box.

What about key ecommerce integrations?

Both platforms integrate with Klaviyo, Attentive, Yotpo, and Loop Returns. Gorgias also integrates with Recharge, Smile.io, and NetSuite. Zendesk does not have integrations for these three tools. Connecting Zendesk to them requires a third-party marketplace app or middleware.

How do Gorgias Shopify Workflows compare to Zendesk?

Zendesk offers a native Shopify integration that displays customer order history, billing and shipping details, and fulfillment status in the agent sidebar. Agents can also process refunds and cancellations without leaving Zendesk. The integration supports connecting multiple Shopify stores to a single Zendesk account.

Gorgias goes deeper. In addition to displaying customer data in the sidebar, Gorgias lets agents embed live Shopify data and executable actions directly into canned responses, use Shopify variables inside automation rules, and let their AI Agent update Shopify on a customer's behalf. Gorgias also supports self-serve order tracking for customers, pre-sales tools like discount codes, and visual product links, and revenue reports that tie support activity to Shopify sales. None of these are part of Zendesk's native Shopify integration.

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How are Gorgias’s reporting and analytics more out-of-the-box for ecommerce?

Gorgias

Zendesk

Service level agreements (SLAs)

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Custom ticket fields

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Basic KPIs (FRT, RT, CSAT, etc)

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Average handle time

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Revenue generated from support

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Ticket Intent trends

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Custom reporting

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Talk to me about pricing.

Gorgias charges per ticket and starts at $10/month with unlimited users included. Zendesk charges per agent seat, starting at $55/agent/month for the Suite Team plan. For AI, both platforms use per-resolution pricing.

Zendesk charges $1.50 per resolution for committed volume and $2.00 for pay-as-you-go usage. Gorgias charges $0.50–$1 per resolution. Zendesk also includes only a limited number of free resolutions per agent per month before per-resolution billing kicks in.

Anything else I should know?

Both platforms include a Help Center, Contact Form, and interactive scripted automations that can be published on your website. Gorgias also lets you generate help center articles from past support tickets using AI and offer Order Management portals directly on your website. Zendesk does not include either feature natively.

Our Customers

Hear directly from brands why they chose Gorgias over Zendesk

Eliminate turnaround times and create exceptional customer experiences

"Monday used to be the hectic day. We were flooded with the influx of inquiries and we needed to keep up with everything. With Gorgias Automate, shoppers get their answers solved, even outside of business hours."

Addison Debter

Head of Customer Service

Kirby Allison

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AI in CX is here to stay

"I believe that AI combined with human agents is the future—that’s where we’re going to see perfect customer experience."

Tosha Moyer

Senior CX Manager

Psycho Bunny [V2]

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We hit inbox zero thanks to AI Agent

"At 6pm on the second day of Black Friday week, our CX agent said: ‘Alright, I’ll see you tomorrow. We’re at inbox zero.’ Without AI Agent, that wouldn’t happen."

Ron Shah

CEO and Co-Founder

Obvi

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Why Psycho Bunny chose Gorgias