Quick answer
Choose the model before the product. An ecommerce-specific helpdesk priced by tickets (Gorgias) and a broad service platform priced per agent (Zendesk) suit different teams. Neither is declared the winner here.
Models
Two operating models
| Gorgias | Zendesk | |
|---|---|---|
| Orientation | Ecommerce-specific helpdesk | Cross-industry customer service platform |
| Pricing model | Ticket volume (Helpdesk) | Per agent, plus add-ons and usage |
| Published starting point | Starter $10/mo, 50 tickets | Support Team $19/agent/mo, paid yearly |
| AI billing | Per automated interaction; varies by plan | Included in plans; automated resolutions usage-based |
| Store context | Central to the product | Via integrations |
Fit
Who should investigate each
Investigate Gorgias if…
- Most tickets involve orders, refunds, or returns.
- You run Shopify and want commerce-specific AI actions (Gorgias AI Agent requires Shopify per its docs).
- Several agents share a moderate ticket volume.
Investigate Zendesk if…
- Service extends beyond ecommerce, or across brands and regions.
- Governance, routing, and administration depth matter.
- Your agent count is stable and predictable.
Economics
Cost-model questions
How many tickets a month?
Normal and peak (e.g. holiday) volume. Gorgias plans step at 50, 300, 2,000, and 5,000 tickets.
How many agents?
Including seasonal staff. Zendesk cost scales per agent.
How much will AI handle?
Both bill automation by usage; estimate automated interactions or resolutions.
Which channels?
Voice, SMS, and social may change plan or add-on requirements.
Annual or monthly?
Both publish lower effective prices for annual billing.
What does setup cost?
Admin time, integrations, and migration of macros and help content.
Research
Next reads
Decision support
Frequently asked questions
What is the best ecommerce helpdesk?
We do not rank helpdesks before hands-on testing. Match the pricing and operating model to your team first.
Is ticket-based or seat-based pricing cheaper?
It depends on the ratio of tickets to agents. High volume with few agents and low volume with many agents favor different models—calculate both.