Gorgias vs Zendesk | Best for e-commerce businesses needing fast, affordable customer support solutions. | Best for versatile, scalable support across all business types. |
Price | $10/month | $55/month |
Free Plan/Free Trial | 7 Days Free Trial | 14 Days Free Trial |
Features | Integrates with e-commerce platforms. | Supports multiple channels. |
Pros | Affordable for small teams. | Flexible for any business. |
Cons | Limited use beyond e-commerce. | Higher cost impacts budgets. |
Gorgias vs Zendesk: What are the differences?
Running a business means keeping customers happy, and that starts with great support. Two popular tools for this are Gorgias and Zendesk. But which one is better for you?
This blog compares Gorgias and Zendesk in simple terms to help you decide.
We’ll look at what they do, their features, prices, and who they’re best for so you can pick the right one without stress.
Bottom Line Upfront:
Here’s the quick scoop:
- Gorgias shines for e-commerce with fast, store-focused support.
- Zendesk fits any business with broad, powerful tools.
Want more details? Keep reading!
What Are Gorgias and Zendesk?
Before we compare them, let’s understand what each tool does.
Gorgias: The E-Commerce Helper
Gorgias is a customer support tool made for online stores. It’s built to work with platforms like Shopify, Magento, and BigCommerce. If you sell stuff online, Gorgias helps your team answer questions fast and keep shoppers happy.
It’s all about making support simple and personal for e-commerce businesses.
Zendesk: The All-Purpose Support Tool
Zendesk is a bigger, more general tool for customer support. It’s been around since 2007 and works for all kinds of businesses—not just online stores.
Whether you run a tech company, a bakery, or a hospital, Zendesk helps you manage customer questions across email, chat, and more. It’s flexible and grows with your business.
Gorgias vs Zendesk: Features Comparison
Let’s look at what each tool offers. I’ve listed five key features for both in simple terms.
Gorgias Features
- E-commerce integration: Connects with Shopify for order info.
- Automated replies: Answers common questions fast.
- Live chat tool: Chats with customers in real-time.
- Ticket management: Organizes customer questions easily.
- Customer data view: Shows shopping history instantly.
Zendesk Features
- Multi-channel support: Handles email, chat, and more.
- AI automation: Suggests answers using smart tech.
- Custom reports: Tracks how support is doing.
- Team collaboration: Helps agents work together.
- Knowledge base builder: Creates help pages for customers.
What’s Different?
Gorgias focuses on e-commerce—like pulling order details right into chats. Zendesk is broader, offering tools for any industry, plus extras like AI and reports. If you need store-specific help, Gorgias wins. For general use, Zendesk has more options.
Pricing: How Much Do They Cost?
Money matters, so here’s what you’ll pay. Prices are based on info from March 2025.
Gorgias Pricing
- Free Trial: Yes, 7 days to test it.
- Starter Plan: $10/month for 50 tickets, 3 users included.
- Pro Plan: $60/month for 350 tickets, extra tickets $25 per 100.
- Advanced Plan: $360/month for 2,000 tickets, more features.
- Custom Plans: Contact them for bigger needs (e.g., 5,000+ tickets).
Zendesk Pricing
- Free Trial: Yes,14-day to try it out.
- Suite Team: $55/month per user, unlimited tickets.
- Suite Growth: $89/month per user, more tools.
- Suite Professional: $115/month per user, advanced features.
- Enterprise: $150/month per user, custom options available.
Which Is Cheaper?
Gorgias starts lower ($10 vs. $55) and charges by tickets, not users. Zendesk costs more per person but gives unlimited tickets. For small e-commerce teams, Gorgias saves money. For bigger teams needing lots of tickets, Zendesk might be worth it.
Pros and Cons
Here’s what’s great and not-so-great about each tool. These are full sentences to make it clear.
Gorgias Pros
- Works great for online stores.
- Setup is quick and simple.
- Saves time with auto-replies.
- Affordable for small teams.
- Shows order details instantly.
- Support team helps fast.
Gorgias Cons
- Not ideal outside e-commerce.
- Limited features for big teams.
Zendesk Pros
- Fits any type of business.
- Offers tons of helpful tools.
- Scales up as you grow.
- AI makes work easier.
- Reports show clear insights.
- Connects with many apps.
Zendesk Cons
- Costs more for small teams.
- Takes time to learn fully.
Real Examples: How They Work
Let’s see how Gorgias and Zendesk help in real life. These examples come from my own tests and user feedback.
Example 1: Small Online Store
You run a t-shirt shop on Shopify with 100 orders a month. Customers ask about sizes and shipping a lot.
- Gorgias: You set up auto-replies for “Where’s my order?” in 5 minutes. Agents see order details in the chat and fix issues fast. The $10 plan covers your 50 tickets easily.
- Zendesk: You can answer emails and chats, but setup takes longer. The $55/user price feels high for your small team, and you don’t need all the extras.
Winner: Gorgias—cheaper and perfect for e-commerce.
Example 2: Growing Tech Company
You have a software business with 10 support agents and 1,000 tickets monthly.
- Gorgias: The $360 plan handles 2,000 tickets, but you miss out on deep reports and non-e-commerce tools.
- Zendesk: The $89/user Growth plan ($890 total) gives unlimited tickets, AI help, and custom reports. It fits your tech needs better.
Winner: Zendesk—more power for growing teams.
My Experience
I tested Gorgias for a friend’s Shopify store. It took me 10 minutes to connect it and start answering chats—super easy! With Zendesk, I helped a small tech team set it up. It took a day to tweak, but the reports and AI saved them hours later. Both work well, just for different jobs.
Which One Should You Choose?
Here’s how to pick based on your needs.
Choose Gorgias If:
- You run an online store (Shopify, etc.).
- You want cheap, simple support.
- You need fast e-commerce answers.
- Your team is small (1-5 people).
Choose Zendesk If:
- Your business isn’t just e-commerce.
- You need tools for big teams.
- You want detailed reports and AI.
- You’re growing fast and need flexibility.
Can You Use Both?
Yes! Some businesses use Gorgias for e-commerce tickets and Zendesk for other support. But for most, one tool is enough to keep things simple.
FAQs About Gorgias vs Zendesk
Which is easier to use?
Gorgias is simpler, especially for e-commerce. Zendesk takes more time to learn but offers more tools.
Can Gorgias work for non-e-commerce?
It can, but it’s not the best fit—features focus on online stores.
Does Zendesk help online stores?
Yes, it connects to Shopify, but it’s not as store-focused as Gorgias.
How good is their support?
Gorgias has 24/7 help that’s quick. Zendesk’s support is solid but slower on cheaper plans.
Can they handle lots of tickets?
Gorgias scales with ticket plans. Zendesk handles unlimited tickets per user.
Do they work with other apps?
Gorgias connects to e-commerce tools. Zendesk links to over 1,500 apps.
Quick Links:
My Final Thoughts
After testing both, I think Gorgias and Zendesk are awesome—but for different people. Gorgias is your go-to if you sell online and want something quick, cheap, and e-commerce-friendly. Zendesk is better if you need a big, flexible tool that works for any business and grows with you.
My Pick:
- Small online stores? Go Gorgias.
- Bigger or mixed businesses? Pick Zendesk.
Try them out yourself—both have free trials. Your business deserves the right fit!
