Gorgias vs Zendesk

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.

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.

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 😅

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.