Freshdesk Alternatives for Ecommerce

Freshdesk works for ecommerce, but it wasn’t built for it. When customers ask “where’s my order?”, agents tab between Freshdesk and Shopify. Refunds require multiple systems. Order context is manual.

Ecommerce-native tools solve this. Here’s what to consider.

Why Ecommerce Stores Leave Freshdesk

1. No Native Order Integration

Freshdesk sees tickets. It doesn’t see orders. Your agents:

1. Open ticket in Freshdesk
2. Copy customer email
3. Search in Shopify
4. Find order details
5. Respond in Freshdesk

Ecommerce-native tools show order info automatically.

2. Can’t Take Action on Orders

In Freshdesk, agents can respond to tickets. They can’t:

• Process refunds
• Edit orders
• Cancel items
• Generate return labels

That requires Shopify admin access—another login, another system.

3. Per-Agent Doesn’t Fit Seasonal

Ecommerce is seasonal. Black Friday needs 3x the staff. January needs a skeleton crew.

Freshdesk’s per-agent pricing means paying full price for holiday temps or being understaffed during peaks.

Best Freshdesk Alternatives for Ecommerce

1. Gorgias — Best for Shopify

Why it works: Built for ecommerce from day one. Deep Shopify integration means agents see orders, can process refunds, and take actions—all without leaving the helpdesk.

Pricing: $10/month (50 tickets) to $900/month (5,000 tickets)

Ecommerce fit:

• Native Shopify, BigCommerce, Magento
• Order actions in tickets (refund, cancel, edit)
• Macros pull order data
• Revenue tracking per customer
• Per-ticket pricing for seasonal flexibility

Trade-offs:

• Expensive at high volume
• Ecommerce only (not general-purpose)

Best for: Shopify stores doing enough volume to justify the cost.

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2. Re:amaze — Best for Multi-Channel

Why it works: Combines email, chat, social, and SMS with ecommerce integrations. Good for stores supporting customers across many channels.

Pricing: $29/user/month (Basic) to $69/user/month (Plus)

Ecommerce fit:

• Shopify, BigCommerce, WooCommerce
• Order info in sidebar
• Chat, social, SMS included
• FAQ and help center

Trade-offs:

• Per-user pricing (seasonal challenge)
• Integration not as deep as Gorgias

Best for: Multi-channel ecommerce brands.

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3. Dispatch Tickets — Best for Multi-Store

Why it works: If you run multiple stores or brands, Dispatch Tickets includes multi-brand on every plan. Per-ticket pricing works well for seasonal business.

Pricing: Free (100 tickets/month), $29/month (1,000 tickets), $99/month (10,000 tickets)

Ecommerce fit:

• Multi-store on all plans
• Per-ticket = seasonal flexibility
• Unlimited users
• API for order integration

Trade-offs:

• No native Shopify app (API integration)
• Order actions require custom work

Best for: Multi-brand ecommerce, agencies managing stores.

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4. Richpanel — Best for Self-Service

Why it works: Focuses on customer self-service. Customers track orders, initiate returns, and resolve issues without contacting support.

Pricing: $29/month (100 conversations) to custom pricing

Ecommerce fit:

• Customer self-service portal
• Order tracking built-in
• Return initiation
• Reduces ticket volume

Trade-offs:

• Per-conversation pricing
• Less focus on agent experience

Best for: Stores with high “where’s my order?” volume.

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Comparison Table

Tool	Shopify Native	Order Actions	Pricing Model	Multi-brand
Gorgias	Deep	Full	Per-ticket	Yes
Re:amaze	Good	Basic	Per-user	Yes
Dispatch Tickets	API	Via API	Per-ticket	All plans
Richpanel	Good	Customer-facing	Per-conversation	Yes

The Bottom Line

Freshdesk can work for ecommerce with apps and workarounds. But you’re fighting the tool.

Choose based on your situation:

• Shopify + volume → Gorgias
• Multi-channel → Re:amaze
• Multiple stores → Dispatch Tickets
• Self-service focus → Richpanel

Related

• Freshdesk Alternatives (Full Guide)
• Zendesk Alternatives for Ecommerce