# Gorgias vs Zendesk for ecommerce

URL: https://ecomradar.co/en/returns-support/gorgias-vs-zendesk/
Updated: 2026-10-18 · Author: Robin Pautigny · Publisher: Radar Ecom (Refine)

> **Gorgias** bills by ticket volume ($10 to $900/month, agents not billed beyond Starter) and lets you edit, refund or cancel a Shopify order from the ticket. **Zendesk** bills per agent ($19 to $115/agent/month on annual billing) and connects to Shopify through its app. Many agents and few tickets: Gorgias. Few agents and many tickets: Zendesk often comes out cheaper.

## Head to head

| Criterion | **Gorgias** | **Zendesk** |
| --- | --- | --- |
| Billing | By ticket volume | Per agent |
| Starting price | $10/month (50 tickets, 3 agents) | $19/agent/month on annual billing (Support Team) |
| Shopify integration | Shopify app: edit, refund, cancel an order from the ticket | Zendesk app on the Shopify App Store: refunds and cancellations from the sidebar |
| AI | AI Agent on every plan, paid per resolution (rate not shown) | AI agents included, 5 to 10 automated resolutions per agent per month, then $1.50 to $2 |
| Free trial | 7 days | 14 days (Suite Professional) |
| Channels | Email, chat, SMS, social, voice (voice and SMS as add-ons) | Email and ticketing from Support Team; messaging, chat and telephony from Suite Team |

Pricing checked on the [Gorgias Shopify App Store listing](https://apps.shopify.com/helpdesk), the [Gorgias pricing page](https://www.gorgias.com/pricing), the [Zendesk pricing page](https://www.zendesk.com/pricing/) and the [Zendesk Shopify App Store listing](https://apps.shopify.com/zendesk) on Oct 18, 2026, in US dollars.

## Pricing in detail

| Gorgias | Monthly price | Tickets included | Extra tickets |
| --- | --- | --- | --- |
| Starter | $10 | 50 | $0.40 each |
| Basic | $60 ($600/year) | 300 | $40 per 100 |
| Pro | $360 ($3,600/year) | 2,000 | $36 per 100 |
| Advanced | $900 ($9,000/year) | 5,000 | $36 per 100 |

| Zendesk | Annual, per agent/month | Monthly, per agent/month |
| --- | --- | --- |
| Support Team | $19 | $25 |
| Suite Team | $55 | $69 |
| Suite Professional | $115 | $149 |
| Suite Enterprise + Copilot | Custom quote | Custom quote |

Pricing checked on the [Gorgias Shopify App Store listing](https://apps.shopify.com/helpdesk) and the [Zendesk pricing page](https://www.zendesk.com/pricing/) on Oct 18, 2026.

## The math at your volume

Calculated from the rates above (Zendesk Suite Team on annual billing, which includes messaging, chat and telephony):

| Situation | **Gorgias** | **Zendesk** Suite Team |
| --- | --- | --- |
| 2 agents, 300 tickets/month | $60 (Basic) | $110 |
| 5 agents, 300 tickets/month | $60 (Basic) | $275 |
| 5 agents, 800 tickets/month (sales) | $260 (Basic + 500 tickets) | $275 |
| 3 agents, 3,000 tickets/month | $720 (Pro + 1,000 tickets) | $165 |

With **Gorgias**, a spike in requests (sales, Black Friday) drives up your bill. With **Zendesk**, what counts is the number of agents, whatever the ticket volume. Also factor in Zendesk's AI resolutions beyond the included quota.

## What sets them apart

**Gorgias** is built around Shopify: its [App Store listing](https://apps.shopify.com/helpdesk) highlights order actions from the ticket, ecommerce integrations (Klaviyo, Loop Returns, Recharge, Yotpo, AfterShip) and tracking of revenue generated by support. The app is in English.

**Zendesk** is a general-purpose customer service platform. Its Suite plans add a knowledge base, omnichannel routing and telephony, then on Suite Professional skills-based routing, an IVR phone tree and Admin Copilot, according to its [pricing page](https://www.zendesk.com/pricing/).

## Which one to choose

- **Many agents, moderate ticket volume, everything on Shopify:** **Gorgias**.
- **Few agents handling lots of tickets:** **Zendesk** comes out cheaper on the math.
- **Need a knowledge base, telephony with IVR or skills-based routing:** **Zendesk** Suite.

See also our [Gorgias review: pricing, pros and cons, alternatives](/en/returns-support/gorgias-review-pricing/).

## FAQ

**Gorgias or Zendesk: which is cheaper?**

It depends on your ticket-to-agent ratio. Gorgias bills per ticket (Basic: $60/month for 300 tickets, unlimited agents). Zendesk bills per agent (Suite Team: $55/agent/month on annual billing). With 5 agents and 300 tickets, Gorgias Basic costs $60 versus $275 for Zendesk Suite Team.

**Does Zendesk integrate with Shopify?**

Yes, through the Zendesk app published on the Shopify App Store, which lets you process refunds and cancellations from the Zendesk Support sidebar.

**Is AI included in Gorgias and Zendesk?**

Zendesk includes AI agents in its plans, with 5 automated resolutions per agent per month (10 on Suite Professional), then $1.50 or $2 per resolution. Gorgias offers its AI Agent on every plan, paid per resolution, without showing the rate.