Gorgias vs Zendesk: which one to choose for your customer support in 2025?
Gorgias or Zendesk? Two heavyweights in customer support are battling it out in the SaaS ring. On one side, Zendesk, the ultra-solid veteran that needs no introduction. On the other, Gorgias, the 100% e-commerce outsider with a simple promise: faster, more cost-effective, more personalised 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 your patience with complicated workflows.
In this comprehensive comparison, we put Gorgias and Zendesk under the microscope: features, UX, integrations, pricing, use cases... So you can choose the tool that will make your customer relations shine (and reduce the number of open tickets, let's face it).
What is Gorgias?
Gorgias isn't just a helpdesk: it's a powerful cocktail of customer support and e-commerce performance. Designed for online shops, the software focuses on centralising channels, 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 specialisation. And sometimes, aiming high is better than aiming low.
Overview of Gorgias
Founded in 2015, Gorgias targets a well-defined customer base: e-tailers, whether they are growing or already well-established. The promise is clear: boost customer service while boosting sales thanks to ultra-reactive support and better equipped agents.
Positioning: Gorgias is positioned as the all-in-one omnichannel support solution for Shopify & co.
Typical use cases:
- Responding to customer queries from a single screen (email, chat, Instagram, Facebook, etc.)
- Reduce response times using automated rules
- Giving agents direct access to e-commerce data (orders, delivery status, etc.)
Well-known customers: Steve Madden, bareMinerals, Hindbag and Decathlon US all 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, etc.)
- 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
- Personalised live chat: with display rules based on visitor behaviour
- Business-oriented reporting and analytics: measurement of agent performance, response times, impact on sales
Gorgias
Advantages and disadvantages of Gorgias
Like any good SaaS, Gorgias has its strengths - and its limitations. We take a look at 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 it does what 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: creation of 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 all just a click away. The result: faster, more personalised responses.
- Boosted productivity: users report a 20-40% drop in average resolution time, while improving customer satisfaction (source: Capterra, G2).
- Responsive and highly rated support: Gorgias is appreciated for the quality of its own support - a good sign.
❌ The disadvantages of Gorgias
But beware: the specialisation of Gorgias can also become a hindrance if your needs go beyond the e-commerce framework.
- Not well suited to complex structures: B2B companies, multi-brand groups or organisations with several levels of support are likely to find Gorgias a little short.
- Limited self-service functionality: no integrated knowledge base, you have to use third-party tools such as HelpDocs or Notion, which adds another layer of management.
- Less customisation than Zendesk: no customised help centre, fewer conditional fields, fewer advanced automation options.
What is Zendesk?
Zendesk is the big brother of customer support in SaaS mode. Having been around since 2007, the software has evolved with the needs of businesses: omnichannel, AI, self-service, analytics... it ticks virtually all the boxes. Its DNA: a complete platform for structuring, personalising and developing 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.
Overview of Zendesk
Zendesk is a complete customer service solution, designed for businesses of all sizes and in all sectors. It is 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 centralised hub for the entire customer experience: tickets, help centre, chat, AI, automation, etc.
Typical use cases:
- Managing large volumes of multi-channel tickets
- Offering a support portal with knowledge base, FAQs, chatbot, etc.
- Supervising the performance of a global customer service with fine-grained, usable 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.
Main features of Zendesk
- Unified inbox (Zendesk Support): centralises email, chat, calls, social networks, forms, etc.
- Zendesk Guide: scalable knowledge base, FAQs, 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 tool to monitor performance, channels and agent load
- Native call centre (Zendesk Talk): management of incoming and outgoing calls, with recording, queuing, transcription, etc.
- Extensive Marketplace: over 1,300 integrations available
Zendesk
Advantages and disadvantages of Zendesk
Zendesk shines for its rich functionality, but its 'platform' approach can also be a challenge for less mature organisations or those in a hurry to deploy.
✅ The advantages of Zendesk
You choose Zendesk when you need a robust, flexible and structured tool. It excels in demanding environments.
- Ultra-complete ecosystem : all the tools are there, from ticketing to the call centre, via the knowledge base and customised dashboards.
- Scalability: Zendesk adapts just as well to a team of 3 as to a global support team of 300 agents spread over several time zones.
- Highly detailed automation: nested conditions, complex scenarios, native software integration or via API... anything is possible.
- Extensive customisation: tailor-made workflows, granular rules, filtered views, multi-level SLAs.
- Community support and high-quality documentation: extensive tutorial database, well-documented API, active community.
❌ The disadvantages of Zendesk
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 features (Guide, Explore, Talk, etc.) are billed as extras, 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 pull out the big guns for a simple product return request.
Gorgias vs Zendesk: compare features
Both applications 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 centre / 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 |
✅ Personalised, targeted |
✅ Complete, with bot + trigger |
|
Voice calls (call centre) |
❌ Not native |
✅ Yes (Zendesk Talk) |
|
AI / Chatbot |
⚠️ Basic |
✅ Yes, via built-in 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 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-merchants. Zendesk is more complete but takes longer to configure.
Focus 2 - Task automation
With Gorgias, you can create simple rules (if X then Y), program 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 centre module, which is fully customisable, 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 clearly a cut above the rest.
Focus 4 - Customer data and personalised responses
Gorgias offers an enriched view of the customer: order history, delivery status, amount spent, etc. All synchronised 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 customisable 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 monitor SLAs, create customised 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 per 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 the volume of tickets is stable
- No additional costs to add users
Limitations:
- Costs rise quickly if you exceed the allocated volume of tickets
- Few features in the 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 features (customer portal, call centre, analytics, etc.)
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, paid annually, without automation) | Zendesk (price per agent, per month, paid annually) |
| 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 large 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 the difference. And here, the two software packages adopt very different philosophies:
👉 Gorgias focuses on simplicity and fluidity.
Zendesk focuses on power, at the cost of a little more complexity.
Gorgias: a UX designed to get straight to the point
- Uncluttered, modern interface focused on the inbox.
- The agent view displays all the 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.
- Very quick to get to grips with: deployment in just a few hours according to extensive user feedback.
🧪 Real-life example: an agent sees an Instagram customer's message, their current basket and can refund in 3 clicks. All without opening a single new tab.
Zendesk: a modular interface, but denser
- A more segmented interface, with multi-level navigation (tickets, views, macros, automations, etc.).
- Highly customisable: each team can create its own views, workflows and forms.
- Agents often have to juggle between several modules (Support, Guide, Explore, etc.).
- You can feel the weight of product history: some interfaces are more recent than others.
🧪 Practical example: creating an automation with a time condition, trigger and SLA involves 4 different menus, but offers very fine-grained control.
UX comparison table
| Criteria | Gorgias | Zendesk |
| Handling | ✅ Very fast | ⚠️ Moderately intuitive |
| Navigation interface | ✅ Direct, few menus | ❌ Dense, requires training |
| Interface customisation | ⚠️ 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 depending on the 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 approaches:
- Gorgias focuses on the e-commerce vertical,
- 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, etc.) | ⚠️ Limited | ✅ Broad compatibility |
| Marketing automation tools | ⚠️ Some connectors (Klaviyo) | ✅ ActiveCampaign, Mailchimp, etc. |
| Application Marketplace | ⚠️ Basic | ✅ Very comprehensive |
Gorgias: few integrations, but ultra-efficient
Gorgias plays the focus card. Its aim: to offer integrations that are 100% optimised for e-commerce. And it's very good at it.
Shopify, BigCommerce, Magento, Klaviyo, Yotpo, ReCharge... in just a few clicks, you can synchronise key data (orders, deliveries, subscriptions) in the support interface.
👉 Easy to integrate: ⭐⭐⭐⭐☆
The connection is seamless, without code, and accessible even without a technical team.
Inter-app automation: ⭐⭐⭐⭐☆
Rules can be used 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 like 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 offer 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 custom 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 should you 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 shops that want to offer fast, personalised support without getting bogged down in settings.
Choose Gorgias if:
- You use Shopify, BigCommerce or Magento, and you want to centralise everything
- Your teams are small but efficient, with no need for a call centre or multi-storey customer service department
- You have a high volume of simple tickets (order tracking, returns, product queries, etc.)
- 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 that manages 5,000 orders/month with 3 support agents. Gorgias allows them to 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 analysis.
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 (email, voice, chat, networks, call centre, etc.)
- 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 centre, and advanced prioritisation rules by geographical area.
Things to remember about 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 extremely effective for e-commerce. The other is comprehensive, structured and designed to last at scale.
So, how do you decide without procrastinating?
👉 We've summed it all up in this simple table:
| Need / Context | Our recommendation |
| You sell on Shopify, Magento or BigCommerce | Gorgias |
| You have a high volume of simple tickets | Gorgias |
| You're looking for a plug-and-play solution | Gorgias |
| You have structured support in several countries | Zendesk |
| You need a personalised help centre | Zendesk |
| You work with Salesforce, HubSpot, Jira... | Zendesk |
| You want to customise 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 shop and scales without friction.
- With Zendesk, you're guaranteed to be able to do everything, but you have to accept a phase of adaptation.
🎯 The right tool is the one that fits your business model. There's no need to manage everything like a multinational if you're managing a fine, growing brand. And conversely, there's no question of having a cardboard support for 50 agents at the same time.
FAQ about Gorgias vs Zendesk
1. Gorgias or Zendesk: which is easier to use?
Gorgias is much easier to learn. 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 from 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, etc. Zendesk can be adapted, but that's not its DNA.
3. Does Zendesk offer a knowledge base?
Yes, via Zendesk Guide. You can create a complete, multilingual and customisable help centre. Gorgias does not offer a native knowledge base - you have to use third-party tools.
4. Is it possible to automate customer responses in both applications?
Yes, both tools offer macros, routing rules and automation.
👉 Gorgias focuses on quick and easy automation.
👉 Zendesk allows for much more complex scenarios, suitable for large teams.
5. Which tool offers the best reports and statistics?
Zendesk, with its Explore module, allows advanced dashboards, SLA tracking, custom 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