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Updated today · Independent Analysis
Gorgias vs Zendesk
Capability Overview
Gorgiasvs Zendesk
4.6G2+0.3 vs Zendesk
Only in Gorgias
- ✦ Shopify Integration
- ✦ Unified Inbox
- ✦ Automation Rules
From $10/mo(cheaper)14k+ ecommerce brands users · est. 2017
Zendeskvs Gorgias
4.3G2-0.3 vs Gorgias
Only in Zendesk
- ✦ Ticketing System
- ✦ Help Center
- ✦ Voice Support
From $19/mo(pricier)100k+ companies users · est. 2007
Quick VerdictIndependent Analysis
Gorgias and Zendesk are both Customer Support tools. Gorgias starts at $10/mo, Zendesk at $19/mo. Compare features, pricing, and ratings below to find the best fit for your team.
When to Choose Gorgias vs Zendesk
The question that matters: “In what situation will I regret choosing A over B after 3 months?”
Zendesk Unique Strength
AI Reply Drafts That Cut Handle Time by 40 Seconds
Zendesk AI reads the conversation thread and knowledge base to draft a reply, reducing agent handle time on L1 tickets by an average of 40 seconds per interaction.
→ Choose Zendesk if this scenario applies to you. Gorgias doesn't offer a comparable solution.
Zendesk Unique Strength
Ticket Deflection via Contextual Help Center Search
Zendesk's contextual help widget surfaces the most relevant 3 articles based on where the user is in the product before they submit a ticket, deflecting up to 30% of support volume.
→ Choose Zendesk if this scenario applies to you. Gorgias doesn't offer a comparable solution.
Zendesk Unique Strength
SLA Breach Prevention With Automated Escalation
Zendesk's business rules escalate tickets approaching SLA breach thresholds to a senior queue, preventing breaches from surfacing in customer satisfaction reports rather than operational dashboards.
→ Choose Zendesk if this scenario applies to you. Gorgias doesn't offer a comparable solution.
Pricing Comparison & PlansHigh· Verified Jul 2, 2026
Gorgias starts at $10/movs $19/mo
Gorgias Plans
Paid plans only
Starter
$10/moBest for: Fine for very small DTC brands just starting out
- ✓50 tickets per month
- ✓Up to 3 user seats
- ✓Shopify & BigCommerce integrations
- ✓Email & Chat channels
- ✓Access to Gorgias Academy
View on vendor site
MOST POPULARBasic
$60/moBest for: Works for brands doing $1M-$5M GMV with typical support volumes
- ✓300 tickets per month
- ✓Unlimited user seats
- ✓150+ integrations (including Shopify, BigCommerce)
- ✓Social media channels (Facebook, Instagram)
- ✓Live Chat & Email support
View on vendor site
Pro
$360/moBest for: For brands doing significant volume
- ✓2,000 tickets per month
- ✓Unlimited user seats
- ✓Revenue statistics & tracking
- ✓Satisfaction surveys (CSAT)
- ✓Magento integration
View on vendor site
Advanced
$900/mo- ✓5,000 tickets per month
- ✓Unlimited user seats
- ✓Dedicated Customer Success Manager
- ✓Advanced onboarding & training
- ✓SLA monitoring & reporting
View on vendor site
Enterprise
Contact Sales- ✓Custom ticket volume
- ✓Unlimited user seats
- ✓Custom integration services
- ✓Dedicated CSM & Solutions Architect
- ✓Enterprise-grade security & SLA
View on vendor site
Zendesk Plans
Paid plans only
Support Team
$19/user/moBest for: Teams that outgrew a shared inbox, need core support essentials
- ✓Email ticketing
- ✓Social media ticketing
- ✓Basic automations
- ✓Prebuilt dashboards
View on vendor site
Suite Team
$55/user/moBest for: Teams ready to unify channels & automate with AI Agents
- ✓Ticketing
- ✓Messaging, chat, and voice support
- ✓Basic reporting and analytics
- ✓AI at Essential tier
View on vendor site
Suite Growth
$89/user/moBest for: This plan adds advanced reporting and AI features
- ✓Multilingual support
- ✓CSAT surveys
- ✓Advanced workflow capabilities
- ✓Ticketing, messaging, chat, and voice support
View on vendor site
MOST POPULARSuite Professional
$115/user/moBest for: Teams optimizing support ops with advanced automation & AI insights
- ✓Advanced reporting and analytics
- ✓Community forums
- ✓Social messaging channels
- ✓Skills-based routing
- ✓HIPAA compliance
View on vendor site
Suite Enterprise
Contact SalesBest for: Teams needing advanced security, governance, proactive AI
- ✓Most advanced features
- ✓Customization options
- ✓Custom roles
- ✓Audit logs
View on vendor site
Capability Breakdown
4 differences found across 15 standardized features
Feature
Gorgias
Zendesk
Knowledge Base
✗
✓
Phone Support
✗
✓
SLA Management
✗
✓
Multi-language
✗
✓
Total (raw)
15
15
Gorgias Features
- •Shopify Integration
- •Unified Inbox
- •Automation Rules
- •Macros
- •Live Chat
- •Email Support
- •Social Media Support
- •SMS Support
- •Revenue Statistics
- •CSAT Surveys
- •Tags
- •Rules Engine
- •API Access
- •Integrations
- •Mobile App
Zendesk Features
- •Ticketing System
- •Live Chat
- •Help Center
- •Voice Support
- •AI Chatbots
- •Analytics
- •Automation
- •Macros
- •SLA Management
- •Multi-channel
- •API Access
- •Reporting
- •Collaboration Tools
- •Customer Portal
- •Mobile SDK
Strengths & Limitations
Evaluative strengths and weaknesses: not feature lists
Pros
- +Deep Shopify integration: edit orders & issue refunds in the helpdesk
- +Attribute support interactions directly to sales revenue
- +Automate responses using 100+ e-commerce data points (e.g., order status)
- +Pre-built macros and rules specifically for e-commerce inquiries
- +Consolidates social media comments and DMs into one ticket view
Cons
- −Ticket-based pricing becomes very expensive for high-volume stores
- −Lacks advanced features for non-e-commerce use cases (e.g., ITIL)
- −Reporting and analytics on lower-tier plans are quite basic
- −No built-in knowledge base feature; requires third-party integration
- −User interface can feel cluttered with extensive Shopify data
Pros
- +Industry-leading customer service platform
- +Comprehensive feature set
- +Strong analytics and reporting
- +Excellent third-party integrations
Cons
- −The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful.
- −I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI.
- −There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
- −I don't have any suggestions on how Zendesk can be improved.
- −Sometimes, the calls do not record, and your conversation is cut midway.
At a Glance
User Rating
4.6/5vs4.3/5
Gorgias
▲
Zendesk
Starting Price
$10/movs$19/mo
Gorgias
Zendesk
▲
Feature Count
15 featuresvs15 features
Gorgias
Zendesk
User Base
14vs100
Gorgias
Zendesk
▲
Gorgias · Price & Data SyncLast verified: July 2, 2026 · CE-CUSTOM-2026W23-701B93 · ✓ Pricing updated May 21, 2026
Zendesk · Price & Data SyncLast verified: July 2, 2026 · CE-CUSTOM-2026W23-A11806 · ✓ Pricing updated May 28, 2026
Recent Price History
Zendesk
Zendesk updated "Suite Enterprise" from $169/mo to Custom
Price change · May 28, 2026
Zendesk
Zendesk removed the "Suite Enterprise Plus" plan
Plan removed · May 28, 2026
Zendesk
Zendesk added a new "Support Team" plan at $19/user/mo
Plan added · May 28, 2026
Gorgias
Gorgias raised "Pro" from $300 to $360/mo (20%)
Price change · May 21, 2026
Gorgias
Gorgias raised "Basic" from $50 to $60/mo (20%)
Price change · May 21, 2026
Gorgias
Gorgias added a new "Enterprise" plan
Plan added · May 21, 2026
Gorgias
Gorgias added a new "Advanced" plan at $900/mo
Plan added · May 21, 2026
Zendesk
Zendesk added a new "Suite Enterprise Plus" plan
Plan added · May 21, 2026
Zendesk
Zendesk added a new "Suite Enterprise" plan at $169/mo
Plan added · May 21, 2026
Frequently Asked Questions
Related Comparisons
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Zendeskfrom $19/moSources & Data Trail · Gorgias
- 1.Official Pricing Page·Source of verified tiers(Checked: 2026-07-02)
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