Pick / avoid summary (fast)
Skim these triggers to pick a default, then validate with the quick checks and constraints below.
- ✓ Multi-channel support beyond email/chat required
- ✓ Formal routing, SLA tracking, compliance needs
- ✓ General-purpose; e-commerce not primary
- ✓ Shopify or BigCommerce storefront
- ✓ Order-related tickets dominate the queue
- ✓ Ticket volume high, agent count low—per-agent wrong
- × Costs jump from $55 to $89/agent/mo (Suite Growth) for automation; $115 for SLA policies and advanced routing
- × 10-agent team: $550/mo minimum vs Freshdesk Pro at $490 for same (Pro $49/agent)
- × E-commerce-only: weak fit for B2B, SaaS, or non-storefront support
- × 50 tickets on Starter exhaust quickly; Basic $60/mo (300) next step
-
Model costhigh volume + low agents favors Gorgias; agent-heavy teams favor Zendesk.
-
The trade-offe-commerce-native depth vs general-purpose multi-channel.
At-a-glance comparison
Zendesk
Enterprise customer service platform with deep ticketing workflows, SLA management, and 1,200+ marketplace integrations. Suite Team $55/agent/mo; costs escalate to $89–$115+ for automation and advanced features.
- ✓ 1,200+ marketplace integrations vs Freshdesk's 650+ and Help Scout's 100+
- ✓ Suite Team $55/agent/mo includes multi-channel support, macros, and basic automation
- ✓ Suite Growth $89/agent/mo unlocks automation; Suite Professional $115/agent for SLA policies and skills-based routing
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 (2,000), Advanced $900 (5,000). Unlimited users.
- ✓ Ticket-based pricing: unlimited users; pay by volume not seats—Pro $360/mo for 2,000 tickets
- ✓ Starter $10/mo (50 tickets) for very small stores; Basic $60/mo (300 tickets)
- ✓ Native Shopify/BigCommerce: order lookup, refund, edit subscription in ticket sidebar
What breaks first (decision checks)
These checks reflect the common constraints that decide between Zendesk and Gorgias in this category.
If you only read one section, read this — these are the checks that force redesigns or budget surprises.
- Real trade-off: Zendesk is general-purpose enterprise support; Gorgias is Shopify-native with order lookup and refund-in-ticket, priced per ticket volume instead of per agent.
- Ticket queue vs conversational support model: Is email/chat resolution threaded or formal tickets?
- Per-agent vs per-ticket pricing model: What is your projected ticket volume vs agent count?
- Enterprise depth vs simplicity and adoption: How many integrations and workflow automations do you need?
- General-purpose vs vertical-specific (e-commerce): Does order lookup and refund-in-ticket dominate your support queue?
Implementation gotchas
These are the practical downsides teams tend to discover during setup, rollout, or scaling.
Where Zendesk surprises teams
- Costs jump from $55 to $89/agent/mo (Suite Growth) for automation; $115 for SLA policies and advanced routing
- 10-agent team: $550/mo minimum vs Freshdesk Pro at $490 for same (Pro $49/agent)
- Add-ons (Explore analytics, Answer Bot AI, Sunshine Conversations) increase bill 20–40%
Where Gorgias surprises teams
- E-commerce-only: weak fit for B2B, SaaS, or non-storefront support
- 50 tickets on Starter exhaust quickly; Basic $60/mo (300) next step
- Pro $360/mo (2,000 tickets) = $0.18/ticket; high volume = Advanced $900 (5,000) or Enterprise
Where each product pulls ahead
These are the distinctive advantages that matter most in this comparison.
Zendesk advantages
- ✓ Multi-channel and enterprise integration depth
- ✓ Formal routing, SLA, and compliance
- ✓ General-purpose platform flexibility
Gorgias advantages
- ✓ Native order lookup and refund-in-ticket
- ✓ Ticket-based pricing scales with volume
- ✓ Shopify-deep automation and macros
Pros and cons
Zendesk
Pros
- + Multi-channel support beyond email/chat required
- + Formal routing, SLA tracking, compliance needs
- + General-purpose; e-commerce not primary
- + Per-agent pricing fits your agent-to-volume ratio
- + Integration ecosystem depth is a constraint
Cons
- − Costs jump from $55 to $89/agent/mo (Suite Growth) for automation; $115 for SLA policies and advanced routing
- − 10-agent team: $550/mo minimum vs Freshdesk Pro at $490 for same (Pro $49/agent)
- − Add-ons (Explore analytics, Answer Bot AI, Sunshine Conversations) increase bill 20–40%
- − Implementation and customization typically require 2–4 weeks; steep learning curve for power features
- − Agent Workspace can feel cluttered; simpler tools like Help Scout win on UX for small teams
- − Annual contracts lock you in; no meaningful monthly pricing for mid-tier
- − Suite Enterprise custom pricing opaque; quotes often 2–3x published Suite Professional
Gorgias
Pros
- + Shopify or BigCommerce storefront
- + Order-related tickets dominate the queue
- + Ticket volume high, agent count low—per-agent wrong
- + Native order lookup and refund-in-ticket matter
- + Ticket-based pricing aligns with volume model
Cons
- − E-commerce-only: weak fit for B2B, SaaS, or non-storefront support
- − 50 tickets on Starter exhaust quickly; Basic $60/mo (300) next step
- − Pro $360/mo (2,000 tickets) = $0.18/ticket; high volume = Advanced $900 (5,000) or Enterprise
- − AI Agent $0.90–1.00/resolution; 1,000 resolutions = $900–1,000 add-on
- − No native CRM; Zendesk/Freshdesk better for complex contact/account workflows
- − Ticketing built for e-commerce; queue depth and SLA less mature than Zendesk
- − WhatsApp, SMS, Voice add-ons; base plan is email + chat
- − Starter lacks AI Agent; Basic+ required
Keep exploring this category
If you’re close to a decision, the fastest next step is to read 1–2 more head-to-head briefs, then confirm pricing limits in the product detail pages.
FAQ
How do you choose between Zendesk and Gorgias?
Choose Gorgias when Shopify/BigCommerce is your storefront and order-related tickets dominate—native order lookup and ticket-based pricing scale with volume. Choose Zendesk when you need multi-channel support, formal routing, compliance, or general-purpose depth beyond e-commerce. Gorgias breaks when you need phone, complex routing, or non-e-commerce; Zendesk breaks when per-agent cost scales wrong for high-volume, low-agent e-commerce.
When should you pick Zendesk?
Pick Zendesk when: Multi-channel support beyond email/chat required; Formal routing, SLA tracking, compliance needs; General-purpose; e-commerce not primary; Per-agent pricing fits your agent-to-volume ratio.
When should you pick Gorgias?
Pick Gorgias when: Shopify or BigCommerce storefront; Order-related tickets dominate the queue; Ticket volume high, agent count low—per-agent wrong; Native order lookup and refund-in-ticket matter.
What’s the real trade-off between Zendesk and Gorgias?
Zendesk is general-purpose enterprise support; Gorgias is Shopify-native with order lookup and refund-in-ticket, priced per ticket volume instead of per agent.
What’s the most common mistake buyers make in this comparison?
Choosing Zendesk for e-commerce when order tickets dominate—per-agent cost scales wrong and manual order lookup slows resolution. Choosing Gorgias when you need multi-channel beyond email/chat.
What’s the fastest elimination rule?
Pick Gorgias if Shopify/BigCommerce and order tickets dominate—ticket-based pricing and native order lookup win.
What breaks first with Zendesk?
Per-agent cost at 20+ agents: $1,100–$2,300/mo before add-ons vs Freshdesk Enterprise at ~$1,580 for 20 agents. Automation and SLA needs force upgrade from Team to Growth/Professional—50–100% cost jump. AI and analytics add-ons create unpredictable monthly bills.
What are the hidden constraints of Zendesk?
Answer Bot, Explore Pro, and Sunshine Conversations priced separately; easy 30%+ overage. Agent count includes collaborators and light users in some plans—verify seat math. Data retention and export limits vary by tier; enterprise migration can be costly.
Share this comparison
Sources & verification
We prefer to link primary references (official pricing, documentation, and public product pages). If links are missing, treat this as a seeded brief until verification is completed.