Who this is for
Online stores choosing a help desk with an AI agent: one built for ecommerce, one built for every kind of support team.
Side by side
| Compared on | Gorgias | Zendesk (AI agents / Suite) |
|---|---|---|
| What it is for | A help desk for online stores that pulls store data into tickets and uses an AI agent to answer and sell. | A full help desk and ticketing suite with AI agents across messaging, email and voice. |
| Starting price (checked 2026-10-09) | $10/month (Starter, 50 tickets). | US$19 agent/month paid yearly (Support Team); Suite Team US$55. |
| Pricing model | Ticket volume tiers plus $0.36 to $0.40 per extra ticket, plus $0.90 to $1.00 per AI interaction. | Per agent with 5 to 10 automated resolutions per agent a month, then $2.00 each; Copilot is a paid add-on. |
| Built for | Ecommerce; connects to Shopify and BigCommerce. | Any support team; AI agents in 80 languages across social, web, mobile, voice and email. |
| Where it breaks | Tight ticket caps (300 on Basic); reviewers say new features often come as add-ons. | Reviewers report a learning curve to customize and costs that climb as you scale. |
| Setup | No-code. | Low-code. |
| A custom build beats it when | Most tickets are one or two repeat questions; a small agent on your store API avoids paying twice per conversation. | Your AI handles a narrow, high-volume set of requests tied to your own systems. |
The verdict
Both are help desks with an AI agent that answers customers and hands the rest to people. Gorgias is built for Shopify and BigCommerce stores, starts at $10 a month for 50 tickets, and its AI also recommends products, but an AI-resolved ticket is billed twice, as a ticket and as an automated interaction at $0.90 to $1.00, and tight ticket caps make a busy month expensive. Zendesk starts at US$19 per agent a month paid yearly (Suite Team US$55), covers messaging, email and voice in 80 languages, and charges $2.00 per automated resolution past a small allowance; reviewers report a learning curve and costs that climb as you scale.
Pick Gorgias if you run a Shopify or BigCommerce store and most questions are about orders and products; pick Zendesk if you need one established system for many channels and languages beyond a store.
Read the full take on each
Sources
- gorgias.com/pricing
- gorgias.com/ai-agent
- docs.gorgias.com/en-US/how-youre-billed-for-using-gorgias-199385
- capterra.com/p/155357/Gorgias/reviews/
- zendesk.com/pricing/
- zendesk.com/service/ai/ai-agents/
- support.zendesk.com/hc/en-us/articles/6970583409690-About-automated-resolutions-for-AI-agents
- capterra.com/p/164283/Zendesk/reviews/
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