E-commerce ticketing: ticket-based pricing wins
If your support operation is mature enough to need SLA tracking, complex routing rules, multi-channel coverage (email, chat, phone, social), and detailed analytics for performance management, a full ticketing platform like Zendesk is the right investment. Zendesk's overhead is real — configuration takes time and requires admin ownership — but the operational control it provides at scale (50+ agents, multiple queues) is hard to replicate with simpler tools. The most common mistake is adopting Zendesk too early and getting buried in configuration complexity before the team has process clarity.
- Recommendation: Gorgias
Recommended starting points
Based on your constraints, these products typically fit best. Read each decision brief to confirm pricing behavior and limits match your reality.
Gorgias
E-commerce-native support platform with Shopify/BigCommerce integration, order lookup, and refund actions in tickets. Ticket-based pricing: Starter $10/mo (50 tickets), Basic $60 (300), Pro $360 (2,00
Why this recommendation
If your support operation is mature enough to need SLA tracking, complex routing rules, multi-channel coverage (email, chat, phone, social), and detailed analytics for performance management, a full ticketing platform like Zendesk is the right investment. Zendesk's overhead is real — configuration takes time and requires admin ownership — but the operational control it provides at scale (50+ agents, multiple queues) is hard to replicate with simpler tools. The most common mistake is adopting Zendesk too early and getting buried in configuration complexity before the team has process clarity.