Compare/Help Desk/GorgiasvsZendesk

FTC compliant

Mar 18

Gorgias vs Zendesk

Efficient at Inbox Clarity and Organization, Team Collaboration, Customer Experience, User Experience, and Automation

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Gorgias

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Zendesk

Comparison

Gorgias

Zendesk

Comparison Summary

Comparison Summary

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Gorgias nails it for eCommerce teams with deep integration to top tools like Shopify, while Zendesk feels old and frustrating to use.

Only use Zendesk if your enterprise team has a specific reason, otherwise pick Gorgias for a smoother experience.

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Gorgias
Recommended
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Zendesk
large enterprise teams with deep API needs
large enterprise teams with deep API needs

Editor's Verdict

Editor's Verdict

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Gorgias stands out for eCommerce help desks because it directly connects with platforms like Shopify, letting you see customer order history right in the support view. This means support reps actually have the context they need, and the built-in automation cuts down on repetitive tasks, which matters when ticket volume gets high.

Zendesk feels outdated and impersonal, treating every customer like just another ticket. The experience frustrates both customers and support reps, and there's no real sense of connection or efficiency. Even though Zendesk claims to integrate with everything, it rarely delivers the smooth, tailored workflow Gorgias offers for eCommerce teams.

If you run an eCommerce company, don't bother with Zendesk. Gorgias is built for your needs and actually makes support easier for both your team and your customers.

Comparison Video and Summaries

Comparison Video and Summaries

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Best Shared Email Inbox? Superhuman vs Missive vs Help Scout vs Front vs Intercom vs Zendesk

Best Shared Email Inbox? Superhuman vs Missive vs Help Scout vs Front vs Intercom vs Zendesk

Help Desk Alternatives

Help Desk Alternatives

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Gorgias Editor's Verdict

What is Gorgias?

We recommend using a more eCommerce focused help desk like Gorgias that will integrate with your Shopify store.

This is helpful because you can see your customer order history as a part of your help desk. And because eCommerce stores tend to get a ton of volume in support tickets, Gorgias also offers automation tools to auto-respond to common inquiries, improving response times and saving time for your team.

Popular eCommerce brands like Olipop, Steve Madden, and Marine Layer use Gorgias.

For that reason, we rank Gorgias as the best help desk for eCommerce companies due to its deep integration with the best eCommerce software & tools like Shopify.

Zendesk Editor's Verdict

What is Zendesk?

Think of Zendesk as the "Salesforce" of the help desk world. They "integrate" with almost everything (what that even means is many things... does that mean it'll do what you want it to do? questionable), they have help docs, an included community platform even. But what's it like to actually use? Well, painful.

There's zero joy in using it. It feels like you're using archaic and unintuitive software, I've still yet to meet a customer success rep that has had even one positive thing to say about it, or rather, I've yet to meet someone that hasn't "hated it" to be more specific.

Key Features

Customer Experience

In Zendesk, you are a ticket number, not a person. And yes, customers feel this, it's incredibly apparent and frustrating to experience:

Good luck remembering what this support request was about 😅

Community Functionality

But what about the community component? We want a community!

Well, good luck building one with Zendesk, another area I'm obsessed with, community software (love Discourse + Insided), and I have still yet to see even ONE Zendesk "Community" implementation that isn't just filled with customers complaining about said SaaS that the community was built for, with it all fallen on deaf ears by the company. That's a different story all-together though.