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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4.6 G2
4.3 Shopify App Store
4.1 Trustpilot
Join thousands of brands who
switched from Zendesk

Why 15,000+ ecommerce brands choose Gorgias over Zendesk

Shopify
AI
Price
Reporting
Enterprise
Shopify

Built-in, not plugged in.

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

‍

Gorgias is built for Shopify stores. View customer details, order history, and total spend, and take action on orders, refunds, and cancellations without leaving the platform.

AI

AI that acts, without the hand-holding.

Zendesk’s AI offering is fragmented across multiple products, each requiring separate setup, configuration, and ongoing tuning. While it can automate responses, it is less equipped to handle operational workflows without additional customization or human intervention.

‍

Gorgias AI handles the full support flow, from pre-sale questions to post-purchase issues. It detects intent, tags tickets, and takes pre-built action on common requests like updating shipping details or canceling orders out of the box. More sensitive actions, such as refunds or reshipments, can be automated with merchant-defined controls and approvals, giving teams flexibility without sacrificing oversight.

Price

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

Zendesk charges by agent seat, then charges separately for both AI Agent and usage. That’s three billing layers that compound as you scale.

‍

Gorgias uses outcome-based pricing. AI resolutions are only $0.90-$1.00 each, compared to $1.50-$2.00 on Zendesk. Plus, no team member is left behind.

Reporting

Reporting tied to revenue, not tickets.

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

‍

Gorgias connects support directly to revenue, by tracking orders placed within three days of an interaction. It measures agent performance in dollars and time saved and shows AI impact through resolution rate and escalation rate.

Enterprise

Powerful enough for top Shopify brands

Launch with secure infrastructure, flexible integrations, multi-brand and multi-language support, advanced analytics, and a native Shopify connection designed for commerce workflows. Zendesk is a general-purpose support platform. Supporting ecommerce operations often requires additional rigid setup and more complex workflows. That’s why nearly 40% of the largest Shopify brands choose Gorgias.

Shopify
Built-in, not plugged in.

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

‍

Gorgias is built for Shopify stores. View customer details, order history, and total spend, and take action on orders, refunds, and cancellations without leaving the platform.

cta image 1
AI
AI that acts, without the hand-holding.

Zendesk’s AI offering is fragmented across multiple products, each requiring separate setup, configuration, and ongoing tuning. While it can automate responses, it is less equipped to handle operational workflows without additional customization or human intervention.

‍

Gorgias AI handles the full support flow, from pre-sale questions to post-purchase issues. It detects intent, tags tickets, and takes pre-built action on common requests like updating shipping details or canceling orders out of the box. More sensitive actions, such as refunds or reshipments, can be automated with merchant-defined controls and approvals, giving teams flexibility without sacrificing oversight.

cta image 1
Price
One price for your whole team based on what you use.

Zendesk charges by agent seat, then charges separately for both AI Agent and usage. That’s three billing layers that compound as you scale.

‍

Gorgias uses outcome-based pricing. AI resolutions are only $0.90-$1.00 each, compared to $1.50-$2.00 on Zendesk. Plus, no team member is left behind.

cta image 1
Reporting
Reporting tied to revenue, not tickets.

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

‍

Gorgias connects support directly to revenue, by tracking orders placed within three days of an interaction. It measures agent performance in dollars and time saved and shows AI impact through resolution rate and escalation rate.

cta image 1
Enterprise
Powerful enough for top Shopify brands

Launch with secure infrastructure, flexible integrations, multi-brand and multi-language support, advanced analytics, and a native Shopify connection designed for commerce workflows. Zendesk is a general-purpose support platform. Supporting ecommerce operations often requires additional rigid setup and more complex workflows. That’s why nearly 40% of the largest Shopify brands choose Gorgias.

cta image 1
Why Psycho Bunny chose Gorgias

Hear directly from brands why they chose Gorgias over Zendesk

Read case study↗
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
at
Kirby Allison
Read case study↗
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
at
Psycho Bunny [V2]
Read case study↗
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
at
Obvi

Gorgias outperforms Zendesk
across the board

Don’t just take it from us, here’s what brands have to say about why Gorgias is better than Zendesk
G2 Rating
0/5
Shopify Rating
0/5
Trustpilot Score
0/5
G2 Ease of Setup
0/10
Shopify Rating
G2 Score
G2 Ease of Setup
Trustpilot Score
0/5
0/5
0/10
0/5
0/5
0/5
0/10
0/5
Shopify Rating
0/5
G2 Score
0/5
G2 Ease of Setup
0/10
Trustpilot Score
0/5
Shopify Rating
0/5
G2 Score
0/5
G2 Ease of Setup
0/10
Trustpilot Score
0/5
Ready to get started?
Start Free TrialBook a Demo

Hear directly from brands why they chose Gorgias over Zendesk

Read case study ↗
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
at
Kirby Allison
Read case study ↗
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
at
Psycho Bunny [V2]
Read case study ↗
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
at
Obvi
Why Psycho Bunny chose Gorgias

What’s the difference between Gorgias and Zendesk?

Tell me more about how Gorgias’s AI outperforms Zendesk
Gorgias
Zendesk
Conversational AI in email
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Conversational AI in chat
–
Pre-built AI Actions 
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Available across all plans 
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Dedicated AI implementation team
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Transparent, usage-based pricing
–
What about key ecommerce integrations?
Gorgias
Zendesk
Recharge
–
Klaviyo
–
Attentive
–
Yotpo
–
Smile.io
–
Loop Returns
–
NetSuite
–
How do Gorgias Shopify Workflows compare to Zendesk?
Gorgias
Zendesk
Customize sidebar with customer data
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Perform actions in the ticket view
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Embed customer data in canned responses
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Embed actions in canned responses
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Shopify variables within Rules
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Let your AI Agent update Shopify
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Let customer easily Track orders
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Nail pre-sales with discount codes, stock levels, and visual product links
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Drive revenue with campaigns targeted using Shopify data
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Show CX’s impact with revenue reports
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How are Gorgias’s reporting and analytics more out-of-the-box for ecommerce?
Gorgias
Zendesk
Service level agreements (SLAs)
–
Custom ticket fields
–
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 
–
Talk to me about pricing.
Gorgias
Zendesk
Helpdesk pricing model
Per ticket
Per user seat
Per ticket
–
Entry price 
$10/month
55$/month
–
AI pricing model
Per resolution
Per resolution
–
Price
$0.50-$1/resolution
15 resolutions/user included. $1-2/resolution after that.
–
Unlimited users
–
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Anything else I should know?
Gorgias
Zendesk
Generate articles from past tickets with AI 
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Publish interactive scripted automations on your website
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Offer Order Management portals on your website
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Offers Help Center and Contact Form
–
Join the 15,000+ brands that use Gorgias every day
Start Free TrialBook a demo
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