Gorgias vs Zendesk for Ecommerce
Gorgias vs Zendesk for ecommerce - deep Shopify integration vs enterprise features. We compare when each makes sense.
Gorgias and Zendesk represent different philosophies for ecommerce support. Gorgias: purpose-built for Shopify with deep integration. Zendesk: enterprise platform that handles everything but specializes in nothing.
Here’s an honest comparison for ecommerce teams.
The Quick Answer
Choose Gorgias if: You’re a Shopify store under 10,000 tickets/month that needs order actions in tickets.
Choose Zendesk if: You’re a large retailer needing enterprise features, complex workflows, or growing beyond just ecommerce.
Choose neither if: You run multiple stores and want better economics, or per-seat/per-ticket pricing doesn’t fit your model.
Pricing Comparison
Gorgias Pricing
| Tier | Price | Tickets/Month |
|---|---|---|
| Starter | $10 | 50 |
| Basic | $60 | 300 |
| Pro | $360 | 2,000 |
| Advanced | $900 | 5,000 |
Zendesk Pricing
| Tier | Price | Key Features |
|---|---|---|
| Suite Team | $55/agent/mo | Basic everything |
| Suite Growth | $89/agent/mo | Self-service, automation |
| Suite Professional | $115/agent/mo | Advanced features, SLAs |
Price Analysis
For a 5-agent team handling 2,000 tickets/month:
- Gorgias Pro: $360/month
- Zendesk Team: $275/month
- Zendesk Growth: $445/month
At this volume, they’re comparable. The economics shift based on your ticket-to-agent ratio:
- High tickets per agent → Zendesk cheaper
- Low tickets per agent → Gorgias cheaper
Feature Comparison
Shopify Integration
| Feature | Gorgias | Zendesk |
|---|---|---|
| Order info in tickets | Native | Via app |
| Process refunds | In-ticket | In Shopify |
| Edit orders | In-ticket | In Shopify |
| Cancel orders | In-ticket | In Shopify |
| Customer purchase history | Native | Via app |
| Macros with order data | Yes | Limited |
Winner: Gorgias — This is the core value proposition. Gorgias’s Shopify integration is genuinely deeper.
Enterprise Features
| Feature | Gorgias | Zendesk |
|---|---|---|
| Workflow automation | Good | Advanced |
| SLA management | Basic | Comprehensive |
| Custom reporting | Limited | Advanced |
| Skills-based routing | No | Yes |
| Sandbox environment | No | Yes (Professional+) |
| HIPAA compliance | No | Yes |
Winner: Zendesk — Built for enterprise complexity.
Multi-Channel
| Channel | Gorgias | Zendesk |
|---|---|---|
| ✓ | ✓ | |
| Chat | ✓ | ✓ |
| Social (FB, Instagram) | ✓ | ✓ |
| Phone | Via integration | Native |
| SMS | ✓ | ✓ |
| ✓ | ✓ |
Winner: Tie — Both cover modern channels. Zendesk has better native phone.
When Gorgias Wins
1. Shopify-First Stores
If you’re 100% Shopify and want the tightest integration, Gorgias delivers. Order actions in tickets genuinely save time.
2. Ecommerce-Only
Gorgias is built for ecommerce. Every feature relates to selling products. No enterprise bloat.
3. Smaller Teams
With per-ticket pricing, small teams handling high volume can be cost-effective on Gorgias.
4. Quick Setup
Gorgias is faster to implement. Shopify connection is native. You’re running in hours, not weeks.
When Zendesk Wins
1. Enterprise Requirements
HIPAA, complex compliance, sophisticated SLAs, sandbox environments—Zendesk has enterprise features Gorgias lacks.
2. Beyond Ecommerce
If your business includes B2B, services, or anything beyond retail, Zendesk handles it. Gorgias is ecommerce-only.
3. Complex Workflows
Skills-based routing, conditional automation, multi-step workflows—Zendesk’s automation is more sophisticated.
4. Scale and Stability
Zendesk handles massive scale with proven reliability. If you’re doing millions of tickets, Zendesk is battle-tested.
5. Cost at High Volume
For large teams (20+ agents) handling moderate per-agent volume, Zendesk’s per-agent model can be cheaper than Gorgias’s per-ticket model.
When Neither Wins
Multi-Store Operations
Both become expensive/complex with multiple stores. Gorgias pricing multiplies. Zendesk needs enterprise tiers for multi-brand.
Alternative: Dispatch Tickets includes multi-brand on all plans.
Per-Seat Concerns
Both charge based on headcount or volume. If you want whole-team access without per-seat/ticket costs, neither fits.
Alternative: Dispatch Tickets uses flat-tier per-ticket pricing with unlimited users.
API-First
Neither is API-first. Both have APIs that are clearly secondary to web UIs.
Alternative: Dispatch Tickets is built API-first for product integration.
Real-World Decision Framework
Choose Gorgias if:
- Single Shopify store
- Under 10,000 tickets/month
- Order actions matter (refunds, edits)
- Small team (under 10 agents)
- Ecommerce-only business
- Want fastest setup
Choose Zendesk if:
- Enterprise compliance needs
- Complex workflow requirements
- Large team (20+ agents)
- Business beyond just ecommerce
- Phone support is critical
- Need sophisticated reporting
Choose neither if:
- Multiple stores (explore Dispatch Tickets, Re:amaze)
- Per-seat costs limiting team access
- API-first is a requirement
- Want predictable flat-tier pricing
Migration Considerations
Gorgias → Zendesk
- Export conversations (CSV)
- Reconnect Shopify via Zendesk app
- Rebuild macros manually
- Expect 2-4 weeks for full migration
- Lose in-ticket order actions
Zendesk → Gorgias
- Gorgias has Zendesk importer
- Ticket history migrates well
- Automations need rebuilding
- Gain Shopify order actions
- Lose enterprise features
The Bottom Line
Gorgias and Zendesk aren’t really competitors—they serve different needs:
- Gorgias: Best Shopify integration, ecommerce focus, faster setup
- Zendesk: Enterprise features, any scale, any business type
The right choice depends on what matters more: Shopify depth or enterprise capability.
If neither fits—particularly for multi-store operations or teams wanting better economics—look at alternatives like Dispatch Tickets that approach the problem differently.
Related
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Get Early AccessFrequently Asked Questions
For Shopify-specific features (order actions, refunds in tickets): yes. For enterprise scale, complex workflows, or growth beyond ecommerce: no. They solve different problems.
Depends on volume and team size. Gorgias wins at low volume with small teams. Zendesk wins at high volume (per-agent doesn't scale with tickets) or large teams. Do the math for your situation.
Yes, via marketplace apps. You can see order info in tickets. But you can't process refunds or edit orders without leaving Zendesk. The integration isn't as deep as Gorgias.
Consider it if you run multiple stores (Dispatch Tickets has better economics) or want simpler software. Both Gorgias and Zendesk are complex in different ways.