Gorgias vs Zendesk: which one to choose for your customer support in 2025?
Gorgias or Zendesk? Two heavyweights in the customer support arena are battling it out in the SaaS ring. On one side, Zendesk, the ultra-solid veteran who needs no introduction. On the other, Gorgias, the 100% e-commerce outsider with a simple promise: faster, more cost-effective, more personalized support.
So, which software should you choose for your customer service in 2025?
Spoiler: it depends. Your size, your channels, your integration needs... and also a little of your patience for complicated workflows.
In this comprehensive comparison, we put Gorgias and Zendesk under the microscope: features, UX, integrations, pricing, use cases... All you need to choose the tool that will make your customer relations shine (and the number of open tickets drop, we won't lie).
What is Gorgias?
Gorgias isn't just a helpdesk: it's a powerful cocktail of customer support and e-commerce performance. Designed with online stores in mind, the software features channel centralization, intelligent automation and native integration with e-commerce tools such as Shopify, BigCommerce and Magento.
While Zendesk is aimed at all sectors, Gorgias opts for specialization. And sometimes, aiming high is better than aiming low.
Gorgias overview
Founded in 2015, Gorgias targets a well-defined customer base: e-tailers, whether growing or already well-established. The promise is clear: boost customer service while boosting sales thanks to ultra-reactive support and better-armed agents.
Positioning: Gorgias is positioned as the all-in-one omnichannel support solution for Shopify & co.
Typical use cases:
- Respond to customer queries from a single screen (email, chat, Instagram, Facebook, etc.)
- Reduce response time with automated rules
- Give agents direct access to e-commerce data (order, delivery status, etc.).
Well-known customers: Steve Madden, bareMinerals, Hindbag and Decathlon US use Gorgias to deliver a smooth, profitable customer experience.
Gorgias key features
- Unified multi-channel inbox: all messages in one place (email, chat, social networks, SMS...)
- Intelligent macros: pre-recorded responses with dynamic variables, based on customer data
- Automation of repetitive tickets: up to 30% of requests handled without an agent (cancellation, follow-up, refund)
- Native e-commerce integration: real-time access to orders, customer profiles and returns
- Personalized live chat: with display rules based on visitor behavior
- Business-oriented reporting and analytics: measurement of agent performance, response times, impact on sales
Gorgias
Advantages and disadvantages of Gorgias
Like all good SaaS, Gorgias has its strengths - and its limitations. We sort out what makes the difference and what might hold back adoption, depending on your business profile.
✅ The advantages of Gorgias
Gorgias doesn't have it all its own way, but what it does, it does very well. And that's often enough to convince e-commerce teams.
- Fluid, intuitive interface: quick to learn, even for non-technical teams. Fewer clicks, more results.
- Efficient automation without complexity: create rules without coding, to automate up to 30% of incoming tickets according to Gorgias. A real time-saver for recurring requests.
- Native connection to e-commerce platforms: on Shopify, BigCommerce or Magento, customer history, order status or refunds are just a click away. The result: faster, more personalized responses.
- Boosted productivity: users report a 20 to 40% drop in average resolution time, while improving customer satisfaction (source: Capterra, G2).
- Responsive, top-rated support: Gorgias is appreciated for the quality of its own support - a good sign.
❌ The disadvantages of Gorgias
But beware: Gorgias' specialization can also become a hindrance if your needs go beyond the e-commerce framework.
- Unsuitable for complex structures: B2B companies, multi-brand groups or organizations with several levels of support may find Gorgias a little short.
- Limited self-service functionalities: no integrated knowledge base, you have to use third-party tools such as HelpDocs or Notion, which adds a layer of management.
- Less customization than Zendesk: no custom Help Center, fewer conditional fields, fewer advanced automation options.
What is Zendesk?
Zendesk is the big brother of SaaS-based customer support. Present since 2007, the software has evolved with business needs: omnichannel, AI, self-service, analytics... it ticks virtually every box. Its DNA: a complete platform for structuring, personalizing and evolving customer service on a massive scale.
But this richness has a downside: Zendesk requires more time, more budget... and a little more patience to configure everything.
Zendesk overview
Zendesk is a complete customer service solution, designed for businesses of all sizes and in all sectors. It's one of the most widely used tools in the world, particularly for its scalability and flexibility of integration into complex ecosystems.
Positioning: Zendesk is positioned as a centralized hub for the entire customer experience: tickets, help center, chat, AI, automation, etc.
Typical use cases:
- Manage large volumes of multi-channel tickets
- Offer a support portal with knowledge base, FAQ, chatbot, etc.
- Supervise global customer service performance with fine-grained, actionable data
Well-known customers: Uber, Airbnb, Slack, Shopify, Mailchimp and OLX Group are just some of the thousands of companies that use Zendesk on a daily basis.
Key Zendesk features
- Unified inbox (Zendesk Support): centralizes email, chat, calls, social networks, forms, etc.
- Zendesk Guide: scalable knowledge base, FAQ, self-service customer portal
- Zendesk Chat / Messaging: integrated live chat with routing options, bots, and escalation to agent
- Automation and advanced triggers: conditional logic, SLAs, alerts, multi-step workflows
- Zendesk Explore: powerful analytics to monitor performance, channels and agent load
- Native call center (Zendesk Talk): inbound/outbound call management, with recording, queuing, transcription...
- Extensive Marketplace: over 1,300 integrations available
Advantages and disadvantages of Zendesk
Zendesk shines for its rich functionality, but its "platform" approach can also present a challenge for less mature structures or those in a hurry to deploy.
✅ The advantages of Zendesk
We choose Zendesk when we need a robust, flexible and structuring tool. It excels in demanding environments.
- Ultra-complete ecosystem : all the tools are there, from ticketing to call center, knowledge base and custom dashboards.
- Scalability: Zendesk adapts equally well to a team of 3 or a global support team of 300 agents spread over several time zones.
- Extremely fine-grained automation: nested conditions, complex scenarios, native or API software integrations... anything is possible.
- Extensive customization: tailor-made workflows, granular rules, filtered views, multi-level SLAs.
- High-quality community support and documentation: extensive tutorial database, well-documented API, active community.
❌ Zendesk's disadvantages
But this power comes at a price: in time, budget, and sometimes clarity of use.
- Steeper learning curve: Zendesk can intimidate the uninitiated. You often need onboarding or a specialist to get the most out of it.
- Rapid additional costs: several key functionalities (Guide, Explore, Talk...) are billed extra depending on the plan.
- Interface sometimes considered outdated: even though it is evolving, some users find the UX less modern than other competitors.
- Complexity of settings: creating a rule or automation may require several technical sub-steps.
Zendesk is a bit like an enterprise version of the Swiss Army knife : very useful, but you need to know how to use it. If you're looking for a tool to structure a large-scale or multi-product customer service, it's an excellent choice. Otherwise, be careful not to bring out the heavy artillery for a simple product return request.
Gorgias vs Zendesk: compare features
Both offer an omnichannel experience, automation, live chat and in-context customer data. But their approaches are very different:
👉 Gorgias simplifies to go fast,
👉 Zendesk structures to control everything.
Comparison of key features
|
Functionality |
Gorgias |
Zendesk |
|
Multi-channel inbox |
✅ Yes (email, chat, networks...) |
✅ Yes (email, chat, social, voice) |
|
Help center / FAQ |
❌ Not native |
✅ Yes (Zendesk Guide) |
|
Advanced automation |
⚠️ Medium, easy to configure |
✅ Very advanced, but complex |
|
Native e-commerce integration |
✅ Shopify, BigCommerce, Magento |
⚠️ To be configured or via apps |
|
Analytics and reporting |
✅ Performance-oriented support |
✅ Very comprehensive (Zendesk Explore) |
|
Live chat |
✅ Personalized, targeted |
✅ Complete, with bot + trigger |
|
Voice calls (call center) |
❌ Not native |
✅ Yes (Zendesk Talk) |
|
AI / Chatbot |
⚠️ Basic |
✅ Yes, via integrated AI |
|
App Marketplace |
⚠️ Limited (~100 integrations) |
✅ Very rich (+1300 apps) |
Focus 1 - Omnichannel and channel management
Gorgias lets you manage email, live chat, Facebook, Instagram, WhatsApp and SMS from a single interface. It's fast, fluid and perfect for B2C.
Zendesk goes a step further with the addition of an integrated voice channel, conversational chatbot, and more advanced management of high-volume channels. Perfect for structured support teams.
🔎 To remember
Gorgias is more intuitive for e-tailers. Zendesk is more complete, but takes longer to set up.
Focus 2 - Task automation
With Gorgias, you can create simple rules (if X then Y), schedule automatic responses or route a ticket according to keywords. Ideal for reducing the burden of repetitive tickets.
Zendesk lets you build truly complex workflows with nested conditions, multiple SLAs, cross notifications... but this requires experience or a dedicated admin.
🔎 To remember
Gorgias automates quickly, Zendesk automates everything (provided you invest the time).
Focus 3 - Self-service and knowledge base
Here, Zendesk wins hands down with Guide, its FAQ and help center module, which is fully customizable, multilingual and well integrated with the rest of the platform.
Gorgias, on the other hand, has no native knowledge base. You have to plug in a third-party tool, which can limit the self-service support experience.
🔎 To remember
If you want to reduce requests with a customer portal, Zendesk is a clear winner.
Focus 4 - Customer data and personalized responses
Gorgias offers an enriched view of the customer: order history, delivery status, amount spent... All synchronized directly with Shopify & co. Perfect for fast, ultra-contextual responses.
Zendesk also lets you display customer information, but this often requires external connectors or advanced configuration.
🔎 To remember
Gorgias excels in e-commerce data. Zendesk is more generic, but more customizable with dev.
Focus 5 - Performance analysis
Gorgias provides clear KPIs on support performance: response time, automation rate, customer satisfaction. Enough to manage a traditional support team.
Zendesk goes much further with Explore, its comprehensive analysis module. You can track SLAs, create customized dashboards, cross-reference data between departments... but once again, it takes time.
🔎 To remember
Gorgias = effective for e-com KPIs. Zendesk = more powerful, but more technical.
Gorgias vs Zendesk: compare prices
Pricing models: two philosophies
Gorgias: pricing based on ticket volume
Gorgias pricing is based on the number of tickets/month. You pay for a defined quota, with the option of adding agents and automations.
Benefits :
- Perfect for small teams with a high volume of requests
- Predictable if ticket volume is stable
- No additional costs to add users
Limitations:
- Costs escalate quickly if you exceed the allocated ticket volume
- Few features in Starter plan
Zendesk: price per agent + additional modules
Zendesk charges per active agent and per level of functionality. Each module (Guide, Talk, Explore...) can also add an additional cost.
Advantages :
- Scalable according to team size
- Access to all advanced functionalities (customer portal, call center, analytics...)
Limitations :
- High cost per agent for SMEs or start-ups
- Pricing structure less clear in the long term
Comparative table of plans (2025)
| Offer | Gorgias (monthly price with annual payment, without automation) | Zendesk (price per agent, per month, annual fee) |
| Basic plan | Starter: $10/month (50 tickets) | Support Team: €19/agent/month |
| Pro/standard plan | Basic: $50/month (300 tickets) | Team Suite : €55/agent/month |
| Advanced plan | Pro: $300/month (2,000 tickets) | Suite Professional: €115/agent/month |
| Enterprise plan | Advanced / Enterprise: on quotation | Suite Enterprise: €169/agent/month |
| Free trial | ✅ Yes, 7 days | ✅ Yes, 14 days |
So, which is the most cost-effective?
👉 Gorgias is clearly more affordable initially, especially for e-commerce SMEs with few agents but lots of tickets.
👉 Zendesk becomes profitable on a larger scale, especially if you fully exploit all its functional bricks.
Our advice
- If you have a small team with lots of customer requests : Gorgias wins.
- If you have a global, multi-channel support structure with differentiated roles: Zendesk wins.
Gorgias vs Zendesk: which interface is more intuitive?
When it comes to customer relations, speed and clarity make all the difference. And here, the two software packages adopt very different philosophies:
👉 Gorgias focuses on simplicity and fluidity.
👉 Zendesk focuses on power, at the price of a little more complexity.
Gorgias: a UX designed to get straight to the point
- The interface is clean, modern and focused on the inbox.
- The agent view displays all useful information (order, history, tags, etc.) without changing screens.
- Macros can be added in one click, with automatic suggestions.
- Automation rules are created via a visual interface, without coding.
- Quick to learn: deployment in just a few hours, according to numerous user feedbacks.
🧪 Concrete example: an agent sees an Instagram customer's message, his current shopping cart and can refund in 3 clicks. All without opening a single new tab.
Zendesk: a modular interface, but denser
- More segmented interface, with multi-level navigation (tickets, views, macros, automations...).
- Highly customizable: each team can create its own views, workflows and forms.
- Agents often have to juggle between several modules (Support, Guide, Explore...).
- You can feel the weight of product history: some interfaces are more recent than others.
🧪 Concrete example: creating an automation with time condition, trigger and SLA involves 4 different menus, but offers very fine control.
UX comparison table
| Criteria | Gorgias | Zendesk |
| Handling | ✅ Very fast | ⚠️ Moderately intuitive |
| Navigation interface | ✅ Direct, few menus | ❌ Dense, requires training |
| Interface customization | ⚠️ Limited | ✅ Very extensive |
| Average deployment time | 1 to 2 days (source: Gorgias) | 5 to 10 days (depending on configuration) |
| General ergonomics | ✅ Modern and fluid | ⚠️ Heterogeneous according to modules |
Gorgias vs. Zendesk: compare integrations
A helpdesk without integration is a bit like an agent without a keyboard: it doesn't work well, or not for long. Here, Gorgias and Zendesk adopt very different logics:
- Gorgias focuses on e-commerce verticality,
- Zendesk focuses on maximum compatibility.
Integration comparison table
| Criteria | Gorgias | Zendesk |
| Number of available integrations | ≈ 100 apps (source: Gorgias) | +1,300 apps (source: Zendesk Marketplace) |
| Native e-commerce integration | ✅ Shopify, BigCommerce, Magento | ⚠️ Plugins to configure or via third parties |
| CRM (HubSpot, Salesforce...) | ⚠️ Limited | ✅ Wide compatibility |
| Marketing automation tools | ⚠️ Some connectors (Klaviyo) | ✅ ActiveCampaign, Mailchimp, etc. |
| Application Marketplace | ⚠️ Basic | ✅ Very complete |
Gorgias: few integrations, but ultra-efficient
Gorgias plays the focus card. Its objective: to offer integrations that are 100% optimized for e-commerce. And it's very good at it.
Shopify, BigCommerce, Magento, Klaviyo, Yotpo, ReCharge... in just a few clicks, you can synchronize key data (orders, deliveries, subscriptions) in the support interface.
👉 Ease of integration: ⭐⭐⭐⭐☆
Connection is seamless, code-free, and accessible even without a technical team.
👉 Inter-app automation: ⭐⭐⭐⭐☆
Rules allow you to automate actions related to orders or CRM, without going through Zapier.
As soon as you leave the e-commerce sphere, things get complicated. There are few or no B2B CRM connectors, and very little native compatibility with tools such as Salesforce, Pipedrive or Intercom.
Zendesk: the open ecosystem par excellence
Zendesk is the big winner when it comes to integrations. With over 1,300 applications in its marketplace, it adapts to virtually any software stack, however complex.
CRM, telephony, dev, HR, analytics, AI, project management... you name it.
👉 Ease of integration: ⭐⭐⭐☆
The range is vast, but some connections require configuration, API or external help.
👉 Inter-app automation: ⭐⭐⭐⭐⭐
Very advanced flows can be created via Zendesk + Zapier or in-house connectors, with customized scenarios by channel, status, or priority level.
What you need to know: it's powerful, but not plug-and-play. You need to take the time to configure it properly.
When to choose Gorgias or Zendesk?
You don't need to be an IT expert to choose the right tool. You just need to know what you want to do, with whom, and at what pace. Here are the most common use cases, to help you decide without spending all day on it.
If you're an agile e-commerce brand, choose Gorgias
Gorgias is the ideal weapon for online stores that want to offer fast, personalized support, without drowning in settings.
Choose Gorgias if:
- You use Shopify, BigCommerce or Magento, and want to centralize everything
- Your teams are small but efficient, with no need for a call center or multi-storey customer service department
- You have a high volume of simple tickets (order tracking, returns, product questions...)
- You're looking for a solution that's quick to deploy and easy to learn
- You want to automate up to 30% of requests without touching the code
🧪 Example: a DNVB managing 5,000 orders/month with 3 support agents. Gorgias lets them manage everything from a single interface with dynamic macros and a real-time customer view.
If you have a complex or multi-channel support structure, choose Zendesk.
Zendesk is the Swiss army knife of customer support, designed for companies that need modularity, scalability and advanced analytics.
Choose Zendesk if :
- you manage several support teams, with different roles and workflows
- You need an integrated help portal, FAQ or chatbot
- You are present on several channels (e-mail, voice, chat, networks, call center...)
- You want to connect support with the rest of your IS: CRM, ERP, business tools, etc.
- You need advanced reporting or precise SLA monitoring
🧪 Example: a B2B marketplace with 15 agents spread over 3 countries. Zendesk provides management by language, a multilingual help center, and advanced prioritization rules by geographic zone.
What to learn from the Gorgias vs Zendesk battle
Gorgias and Zendesk are not in the same league, and that's just as well. One is fast, vertical and terribly effective for e-commerce. The other is complete, structured and designed to last at scale.
So, how do you decide without procrastinating?
👉 We've summed it all up in this simple chart:
| Need / Context | Our recommendation |
| You sell on Shopify, Magento or BigCommerce | Gorgias |
| You have a high volume of single tickets | Gorgias |
| You're looking for a plug-and-play solution | Gorgias |
| You have structured support in several countries | Zendesk |
| You need a personalized help center | Zendesk |
| You work with Salesforce, HubSpot, Jira... | Zendesk |
| You want to customize complex workflows | Zendesk |
Appvizer verdict
- Gorgias is ideal for those who want to get straight to the point, with fast customer support that's connected to their store and scales without friction.
- Zendesk is the assurance of being able to do everything, but you have to accept a phase of adaptation.
🎯 The right tool is the one that fits your business model. You don't need to manage everything like a multinational if you're running a beautiful, growing brand. And conversely, there's no question of having a cardboard support for 50 agents simultaneously.
FAQ about Gorgias vs Zendesk
1. Gorgias or Zendesk: which is easier to use?
Gorgias is much easier to get to grips with. The interface is fluid, the rules are visual, and installation takes just a few hours. Zendesk, on the other hand, is richer and requires a bit of training or support at the outset.
2. Which software is best suited to e-commerce?
Gorgias, without hesitation. It's designed for native e-commerce, with advanced integrations with Shopify, Magento, BigCommerce, Klaviyo... Zendesk can adapt, but that's not its DNA.
3. Does Zendesk offer a knowledge base?
Yes, via Zendesk Guide. You can create a complete, multilingual and customizable help center. Gorgias doesn't offer a native knowledge base - you have to use third-party tools.
4. Is it possible to automate customer responses in both programs?
Yes, both tools offer macros, routing rules and automation.
👉 Gorgias focuses on quick and easy automation.
👉 Zendesk enables much more complex scenarios, suitable for larger teams.
5. Which tool offers the best reports and statistics?
Zendesk, with its Explore module, allows advanced dashboards, SLA tracking, customized exports... Gorgias offers clear and useful KPIs for e-commerce, but less granularity.
6. Does Zendesk work well with Shopify?
Yes, but you'll need to configure a plugin or use a connector. Unlike Gorgias, which is natively integrated into Shopify, with all possible actions directly in the interface.
7. Which is the most flexible in terms of integrations?
Zendesk, without a doubt. With over 1,300 apps available on its marketplace, it adapts to virtually all software ecosystems. Gorgias focuses on 100 highly targeted integrations.
8. What's the best value for money?
It all depends on your size.
👉 For a small e-commerce team with lots of tickets: Gorgias is more cost-effective.
👉 For structured support with several agents and advanced needs: Zendesk is more suitable, but also more expensive.
Article translated from French