Gorgias vs Zendesk vs Kustomer: The 2025 Showdown Battle

Your support team just handled their 1000th ticket this week. (hurray…?)

Half were basic order status questions that took way too many clicks to answer. The other half needed complex workflows your platform can’t handle. 

Sound familiar?

This is the reality for businesses caught between Gorgias and Zendesk. ..

• Gorgias is the e-commerce specialist – a Shopify-native that handles order tracking for online stores. Perfect for pure e-commerce, until you need enterprise-grade features or support across multiple channels [*]. 

• Zendesk is the industry veteran, built for handling complex support operations at scale. But when it comes to e-commerce integration, expect complex workarounds just to handle basic store functions. [*]. 

Now here’s what you should actually be asking yourself: Can either platform deliver what your growing business needs, or are you setting yourself up for another platform switch six months down the road?

In this comparison, we’ll cut through the noise and show you exactly what you get (and don’t get) with each platform. We’ll also explore why there might be better options you haven’t considered yet. 

Gorgias vs Zendesk: General Overview

Gorgias Overview

Imagine a command center where every customer interaction flows seamlessly into one intuitive interface. That’s Gorgias — a helpdesk software for eCommerce businesses with native integrations with Shopify, BigCommerce, and Magento. 

Unlike traditional help desks that focus on ‘ticket-based support’, Gorgias centralizes customer inquiries from multiple channels—including email, live chat, SMS, and social media—into a single dashboard, allowing support teams to handle requests better. 

For example, its AI can detect customer intent instantly. When someone asks— “Where’s my order?” or “Can I return this?” the system either provides immediate automated responses or routes queries to the perfect team member. 

Another key feature is the platform’s ability to manage eCommerce-related tasks directly from the helpdesk. Agents can modify orders, process refunds, and apply discounts without switching platforms. 

Related →  Top 17 Gorgias Alternatives & Competitors (+User Feedback) 

Zendesk Overview

Think of a platform that can help you connect with customers, manage internal operations, and handle complex enterprise-wide crises — and Zendesk is your go-to. 

It’s an enterprise-grade solution that provides advanced ticketing, omnichannel support, and workflow automation for both customer service and internal IT support teams. 

One major advantage of Zendesk is how it allows businesses to customize their support experience with different products. This includes Zendesk Support (ticketing), Zendesk Chat (live chat), Zendesk Talk (call center), and Zendesk Guide (self-service knowledge base).

For example, with its ticketing system, all customer interactions, whether on WhatsApp, Instagram, Twitter (now X) email, or phone, flow into a unified system. With this, agents can use features such as automated ticket routing, SLA (Service Level Agreement) tracking, and AI-powered suggestions to speed up resolutions. 

Related →Top 20 Zendesk Alternatives & Competitors (Ranked & Rated) | Kustomer 

Key Differences Between Gorgias and Zendesk

Why Choose Gorgias Over Zendesk?

• Purpose-Built for eCommerce Support. Zendesk is a generalist platform that serves businesses of all sizes — ranging from SaaS to finance. Meanwhile, Gorgias is specifically optimized for eCommerce brands. It integrates deeply with Shopify, BigCommerce, and Magento, allowing agents to handle order modifications, refunds, and customer inquiries directly from the helpdesk. This eliminates the need for additional apps or manual lookups.
• Simplified Agent Interface for Faster Resolutions. Gorgias is designed for speed and simplicity. Its intuitive dashboard eliminates complex workflows, making it easier for eCommerce teams to manage customer interactions without the steep learning curve that Zendesk’s enterprise-level features often require. 
• Revenue-Attribution via Customer Support. Gorgias is built to turn customer service into a revenue-generating function rather than a cost center. It tracks sales influenced by support interactions and enables agents to upsell or cross-sell while assisting customers. Zendesk, while excellent for traditional support workflows, does not provide direct revenue attribution for support conversations.

Why Choose Zendesk Over Gorgias?

• Extensive Customization and Integration. Zendesk offers an app marketplace with thousands of integrations, allowing businesses to customize their helpdesk with advanced analytics, workflow automation, and CRM tools. Gorgias is primarily focused on eCommerce integrations, with fewer options available for other industries.
• Advanced AI and Self-Service Automation. While Gorgias uses AI to automate basic inquiries, Zendesk’s Answer Bot is more advanced, capable of recommending help articles, deflecting tickets, and guiding customers through complex workflows before an agent needs to step in. This makes Zendesk a better choice for businesses looking to scale self-service support. 
• In-Depth Analytics and Reporting. While Gorgias provides revenue-based tracking, Zendesk offers comprehensive customer service analytics, including customer satisfaction (CSAT) scores, first response time, resolution rates, and team performance insights.

Alternative to Gorgias and Zendesk: Kustomer

True Omnichannel Support Without Silos

Gorgias mainly focuses on social media and live chat, while Zendesk separates conversations into different channels, creating disjointed experiences. 

Kustomer is a seamless omnichannel experience platform, allowing agents to move between chat, email, phone, and messaging apps without losing context. Customers get continuous, uninterrupted support—no matter where they started the conversation.

A Built-In CRM for Deeper Personalization

Unlike Zendesk, which requires third-party CRM integrations, and Gorgias, which primarily pulls order data from Shopify, Kustomer acts as a full CRM, storing and organizing all customer data—including past interactions, order history, and support preferences. 

This enables brands to personalize interactions and provide solutions without asking customers to repeat themselves. 

AI-Powered Automation Beyond Simple Workflows

While Gorgias automates eCommerce inquiries and Zendesk automates ticket routing, Kustomer leverages AI to anticipate customer needs and trigger proactive support. 

The AI-driven workflows classify issues, suggest responses, and automate repetitive tasks, allowing agents to focus on high-value interactions. This ensures scalability without adding extra headcount. 

Scalability for Growing and Enterprise-Level Businesses

Zendesk is often complex and expensive as businesses scale, while Gorgias is best suited for small-to-medium eCommerce brands. 

Kustomer provides a flexible, enterprise-grade support solution that scales effortlessly, supporting high-volume teams with intelligent automation, multi-brand support, and advanced reporting—without the high costs and rigidity of Zendesk. 

Gorgias: Features, Use Cases, Pricing, Pros & Cons

Key Features

• Rule-Based Automation. Businesses can set up custom rules that automate ticket categorization, routing, and responses. For example, VIP customers can be prioritized, or refund requests can be auto-tagged and sent to the right team without manual sorting. 
• Social Media Comment & Ad Integration. Allows you respond to Instagram, Facebook, and Messenger comments and direct messages directly from its dashboard. This means customer support can engage with potential buyers and resolve concerns in real-time, boosting conversions. 
• Live Chat with Automated Responses. Gorgias’ live chat includes pre-configured responses and automated triggers based on customer behavior. For example, a chat prompt can automatically offer help when a visitor spends time on the checkout page.
• Macros for Quick Responses. Agents can use pre-set macros (templated responses) with dynamic variables like customer names, order details, or tracking links. This reduces response time while maintaining personalization. 
• One-Click Order Modifications. Direct integration with Shopify, BigCommerce, and Magento allows agents to edit, cancel, refund, or duplicate orders within the Gorgias dashboard. 
• Customer Intent Detection. Analyzes customer messages to determine whether they need order tracking, returns, or general support. It then routes or automates responses accordingly. 

Main Use Cases

Direct-to-Consumer (DTC) Brands

Use Case: Automating Order-Related Inquiries

DTC brands deal with high volumes of customer inquiries related to shipping, returns, and order modifications. Gorgias’ AI-powered automation handles common questions like “Where is my order?” or “How do I process a return?” by pulling real-time order data and providing instant responses. This reduces ticket volume and speeds up resolution times.

Subscription-Based eCommerce Businesses

Use Case: Managing Subscription Modifications & Retention

For businesses selling subscription boxes, meal kits, or beauty products, customers frequently request plan changes, cancellations, and billing adjustments. Gorgias enables support teams to automate subscription modifications, offer retention incentives (e.g., discounts, free trials), and manage requests without manual intervention.

Fashion & Apparel Retailers

Use Case: Social Media Engagement & Converting Pre-Sale Inquiries

Fashion brands receive thousands of social media DMs and comments on Facebook and Instagram ads from potential buyers asking about sizing, availability, or restocks. Gorgias merges these messages into its dashboard, allowing agents to respond quickly and even recommend products—turning social engagement into sales.

Pricing Plans

• Starter. Starts at $10 per month for 50 tickets.
• Basic. Starts at $60 per month for 300 tickets.
• Pro. Starts at $360 per month for 2,000 tickets
• Advanced. Starts at $900 per month for 5,000 tickets
• Enterprise. Custom pricing with tailored ticket volume and features.

Add-ons: 

• Voice Support. Starts at $2.40 per ticket.
• SMS Support. Starts at $1.60 per ticket.

Pros of Gorgias

• Strong Community and Support Network. Gorgias has an engaging user community and provides comprehensive support options. This makes it easy for businesses to find guidance and best practices from both experts and fellow users [*].
• Intuitive and Easy to Use. Designed with a user-friendly interface, Gorgias simplifies the onboarding process for new agents and integrates seamlessly into existing workflows, reducing the learning curve [*]. 
• Multi-Channel Data Integration. The platform enables smooth data synchronization across multiple channels, supporting features like status tracking and self-service widgets that enhance customer interactions [*]. 

Cons of Gorgias

• Pricing Challenges for Smaller Businesses. The cost of Gorgias can be restrictive for startups and businesses with tight budgets, making it less accessible for those looking for a cost-effective solution [*].
• Limited Customer Data Management. Users have noted inefficiencies in handling customer records, as the platform lacks an effective way to delete customers or sort them [*]. 
• Inadequate Notification System. Gorgias does not provide robust notifications for new tickets, which can lead to delayed responses. Users have highlighted the need for a more comprehensive alert system to ensure timely engagement with customer inquiries [*]. 

Top Gorgias Alternative: Kustomer

While Gorgias offers basic automation and e-commerce integrations, Kustomer is built for brands that prioritize deep customer relationships. 

With Kustomer, you get a 360-degree customer view, allowing agents to access full conversation histories and contextual data in one unified timeline—something Gorgias lacks. 

Additionally, Kustomer’s omnichannel capabilities far exceed Gorgias’ multi-channel approach. 

With native support for voice, chat, email, social, and messaging apps in a single workspace, Kustomer ensures that agents never have to switch between platforms—leading to smoother, more efficient interactions. 

“Kustomer’s cutting-edge feature sets such as skill-based routing are the main reason why we’re sticking with the Kustomer platform. Without [it], we would really have an inefficient workforce.”Alexandra Bennett, Senior CS Specialist, Zwift. 

Zendesk: Features, Use Cases, Pricing, Pros & Cons

Key Features

• Flow Builder. This is a visual, no-code chatbot builder that allows businesses to automate conversations across live chat, messaging apps, and social media. Businesses can create guided interactions for FAQs, appointment scheduling, and troubleshooting, providing real-time assistance without human agents. 
• Zendesk Guide. Enables businesses to build a knowledge base with AI-powered article recommendations. Customers can find solutions without contacting support, and agents can use suggested articles to assist users faster. 
• Zendesk Messaging. Allows continuous conversations across platforms like WhatsApp, Facebook Messenger, SMS, and in-app chat. Customers can start a conversation on one channel and continue it seamlessly on another without losing context. 
• Content Cues. Analyzes support tickets to identify gaps in the help center content. It suggests new articles or updates to existing ones, ensuring that the knowledge base remains relevant and helpful to customers. 
• Custom Objects. Allows businesses to model, store, and retrieve unique data within Zendesk. This allows for the extension of Zendesk’s data model to include information specific to the business, such as product inventories or customer subscriptions. 
• Triggers & Macros. Automates repetitive actions, ticket routing, and escalation processes based on predefined rules. For example, if a VIP customer submits a complaint, Zendesk can auto-tag the ticket, escalate it to a senior agent, and notify a manager.

Related → Zendesk Features Mega Teardown: Advantages & Disadvantages 

Main Use Cases

Enterprise IT & Internal Help Desks

Use Case: IT Support Automation & SLA Enforcement

Large enterprises and IT departments can use Zendesk to manage internal IT requests, software troubleshooting, and hardware issues. 

With Service Level Agreement (SLA) tracking, automated workflows, and multi-tier ticket escalation, Zendesk ensures IT teams resolve critical issues within required response times while keeping logs for compliance audits. 

SaaS & Tech Companies

Use Case: AI-Powered Ticket Management for User Support

SaaS businesses handle high volumes of customer inquiries related to bug reports, feature requests, and onboarding assistance. Zendesk can automate support with AI-powered chatbots, self-service knowledge bases, and automated ticket routing, ensuring tech companies can scale customer service without overloading agents.

Healthcare & Telemedicine Providers

Use Case: HIPAA-Compliant Patient Support & Appointment Management

Hospitals, telehealth providers, and digital healthcare platforms require secure and compliant communication channels. 

Zendesk offers HIPAA-compliant ticketing, automated appointment reminders, and AI-driven triage systems, ensuring patients receive timely, confidential, and personalized support without overwhelming healthcare staff. 

Pricing Plans

Zendesk Suite Plans

Zendesk offers four primary Suite plans, each designed to cater to different levels of customer support needs. 

• Suite Team. $55 per agent/month. 
• Suite Growth. $89 per agent/month. 
• Suite Professional. $115 per agent/month. 
• Suite Enterprise. Starts at $169 per agent/month. 

Zendesk Support Plans

If you only need Zendesk’s core ticketing system, Zendesk offers support-only plans:

• Support Team. $19 per agent/month. 
• Support Professional. $55 per agent/month. 
• Support Enterprise. $115 per agent/month. 

Zendesk Add-Ons

• Advanced AI. $50per agent/month

• Zendesk Workforce Management. $25 per agent/month
• Zendesk Quality Assurance. $35 per agent/month
• Zendesk Workforce Engagement Bundle. $50 per agent/month
• Advanced Data Privacy and Protection. $50 per agent/month

How Zendesk Can Become Expensive Quickly

Zendesk is marketed with starting prices that seem affordable, but costs can escalate fast when you scale or need extra functionality. 

Let’s look at a scenario: 

• Say you run a mid-sized e-commerce company that starts using Zendesk Suite Growth ($89 per agent/month) with 5 agents.
  • 🏷 Initial cost: $445/month (for 5 agents)
• You realize you need AI-powered automation beyond 100 responses → Add extra AI automation ($50/month+).
  • 🏷 New cost: $250/month (for 5 agents)
• You need better agent scheduling and workload balancing, requiring Zendesk Workforce Management ($25 per agent/month).
  • 🏷 New cost: $125/month
• To monitor agent interactions and improve response quality, you add Zendesk Quality Assurance ($35 per agent/month).
  • 🏷 New cost: $175/month
• You decide to upgrade to Zendesk Workforce Engagement ($50 per agent/month) for better tracking and engagement metrics.
  • 🏷 New cost: $250/month
• Your company deals with sensitive customer data and requires Advanced Data Privacy & Protection ($50 per agent/month).
  • 🏷 New cost: $250/month

💰 Total Cost Breakdown:

• Suite Growth Plan. $445
• Advanced AI. $250
• Zendesk Workforce Management. $125
• Zendesk Quality Assurance. $175
• Zendesk Workforce Engagement Bundle. $250
• Advanced Data Privacy & Protection. $250

💡Final Monthly Cost: $1,495 (vs. the $445 originally expected)

💡Annual Cost: $17,940 (before considering additional upgrades or increased agent count).

Pros of Zendesk

• Efficient Ticket Management. Zendesk helps IT support teams stay organized with bulk updates, customizable macros, and automated workflows that streamline ticket handling and reduce manual workload [*]. 
• Extensive Integrations. With Zendesk Explore, businesses gain access to comprehensive reporting and analytics, along with seamless integrations with third-party tools like JIRA and time-tracking apps, enhancing productivity and data-driven decision-making [*]. 
• Unified Customer Support Hub. Zendesk simplifies multichannel support by centralizing customer interactions across email, chat, phone, and social media into a single interface, making it easier for teams to provide consistent and efficient service [*]. 

Cons of Zendesk

• Steep Learning Curve. While Zendesk offers powerful automation and customization options, setting them up effectively requires technical expertise, which can slow down implementation and adoption for teams new to the platform [*].
• Pricing Can Be a Barrier. Many essential features are locked behind higher-tier plans, making scaling Zendesk costly for smaller teams that need access to advanced capabilities [*]. 
• No Automatic Page Refresh. Users who need real-time ticket updates find the lack of an automatic refresh function inconvenient, especially in environments where immediate visibility of new requests is critical [*]. 

Related → Is Zendesk Worth It? Hmm... See The Pros & Cons 

Top Zendesk Alternative: Kustomer

The truth is: Zendesk’s conventional ticket-based system still works — if you’re nostalgic for 2010 or enjoy explaining to customers why they need to repeat their story with every interaction. 

Kustomer represents what modern ecommerce customer service should be: intelligent, unified, and relationship-focused. While Zendesk continues to treat support conversations like numbered tickets, Kustomer gives your team the complete context they need to deliver exceptional support in real time. 

And we’re not ‘just’ making claims here, we’ve seen several customers switch from Zendesk to Kustomer — and for good reason. 

• Terra Kaffe — a luxury coffee machine maker, switched from Zendesk to Kustomer for better customer visibility. Read case study → 
• Nuts.com — an online retailer for all kinds of nuts, switched from Zendesk and reduced average handle time by 20%. Read case study → 

Also, let’s talk pricing because Zendesk’s approach to features is simply to lock them behind premium tiers.  Want basic automation? That’ll be an upgrade. Need proper analytics? Time to level up again. Meanwhile, Kustomer believes in giving you the tools you actually need from the start. Plus, you only pay for what you use. How cool…?

How to Choose the Right Customer Service Platform for Your Business?

1. Identify Your Customer Service Needs

Before diving into features and pricing, take a step back and assess what your business actually needs from a customer service platform. 

Start by asking:

• What support channels do your customers use most? (Email, phone, live chat, social media, or self-service?)
• What is your daily support ticket volume? (Do you need automation to handle high volumes efficiently?)
• What type of inquiries does your team handle most? (Product issues, billing, order tracking, technical support?)
• How fast do you need to respond to queries? (Do you have SLAs or response-time expectations?)
• Do you require integrations with CRM, e-commerce, or billing tools? 

For small businesses, an easy-to-use platform with email and live chat support may be enough. However, a scaling business might need AI-driven chatbots, omnichannel support, and deep reporting capabilities. Enterprises with global operations may require advanced automation, multi-language support, and integrations with their CRM and ERP systems. 

2. Prioritize Omnichannel Support

Customers expect seamless support across multiple channels. If a customer reaches out via live chat, follows up on email, and escalates via phone, your customer service team needs to see the full conversation history—not treat each interaction separately.

Here’s what to look out for:

• Email Ticketing. This helps in structuring customer inquiries.
• Live Chat. Enables real-time responses and quick issue resolution.
• Phone Support (VoIP Integration). Important for businesses handling urgent or complex customer issues.
• Social Media Messaging. Direct support via Facebook, Twitter, WhatsApp, Instagram, and LinkedIn.
• Self-service Portals & Knowledge Bases. Reduces ticket volume by allowing customers to find answers on their own. 

3. Evaluate User Experience & Agent Productivity

Even the most feature-rich platform will fail if it’s difficult to use. A clean, intuitive, and well-designed interface helps agents navigate tickets quickly, switch between tasks effortlessly, and minimize response time.

Key factors that define a great user experience (UX):

• Ease of Navigation. Agents should instantly access customer details, ticket history, and resolution workflows.
• Minimal Learning Curve. New hires should be able to master the platform within hours, not weeks.
• Customizable Workflows. The system should allow personalized ticket views, automation rules, and agent workspaces.
• Mobile-friendly Experience. If agents work remotely, they need a well-designed mobile app for support on the go. 

4. Opt for Efficiency Using AI & Automation

Handling repetitive support queries manually slows down response times and increases operational costs. 

Look for automation features like:

• AI-powered Chatbots. Instantly answer FAQs and route complex issues to human agents.
• Automated Ticket Routing. Assign tickets based on agent skills, workload, or issue type.
• Canned Responses & Macros. Standardize responses to common inquiries.
• Sentiment Analysis. Detect customer frustration and prioritize urgent tickets accordingly. 

5. Ensure Seamless Integration with Your Tech Stack

Think about it—your support team shouldn’t waste time switching between multiple platforms to look up customer details, process refunds, or escalate tickets. A lack of integrations leads to inefficiency, data silos, and a poor customer experience. 

A strong customer service platform should sync effortlessly with:

• CRM Systems (Salesforce, HubSpot, Zoho CRM). Ensure your agents have a 360-degree view of the customer, including past interactions, purchase history, and support tickets.
• E-commerce Platforms (Shopify, WooCommerce, Magento). Allow agents to quickly pull order details, track shipments, and process refunds without switching systems.
• Billing & Payments (Stripe, PayPal, QuickBooks). Streamline invoice management, payment disputes, and subscription issues directly from the helpdesk.
• Live Chat & Chatbots (WhatsApp, Facebook Messenger). Ensure conversations from messaging apps flow into the same dashboard as email and phone support.
• Project Management Tools (Jira, Trello, Asana). Connect customer feedback to internal teams, enabling better tracking of bug reports, feature requests, and product improvements.
• Collaboration Tools (Slack, Microsoft Teams). Agents can collaborate instantly with internal teams, reducing resolution time for complex issues. 

6. Understand the Real Cost: Pricing & Total Cost of Ownership (TCO)

Pricing is one of the biggest decision factors, but many businesses make the mistake of only looking at the subscription cost without considering the total cost of ownership (TCO). 

Some platforms appear affordable at first glance, but their pricing structure may have hidden costs, such as:

• Per-Agent Fees. Some platforms charge per user, which can become costly as your team grows.
• Feature Locking. Essential tools like automation, analytics, or integrations may require higher-tier plans.
• API Access Fees. Some helpdesk providers charge extra for API usage, making integrations more expensive.
• Customization Costs. If the platform lacks out-of-the-box flexibility, you may need custom development (which adds to long-term costs).
• Onboarding & Training Fees. Some platforms charge extra for setup assistance, training, and premium support, which can increase your first-year expenses significantly.
• Overage Fees. Watch out for platforms that charge extra per ticket, message, or customer interaction once you exceed plan limits.

To make an informed decision, calculate the TCO over at least three years, factoring in:

How to Calculate TCO?

• Subscription Costs. Monthly or annual pricing per agent.
• Feature Add-ons. Extra costs for premium features like automation, AI, or reporting.
• Implementation & Training. One-time fees for onboarding and team training.
• Integration Costs. Additional charges for API access, third-party tools, or developer resources.
• Scalability Costs. How much will it cost to upgrade as your business grows?

Below is a side-by-side comparison of three platforms: 

Kustomer — A Better Alternative to Gorgias and Zendesk

We’ve spent enough time picking apart Gorgias and Zendesk. By now, you’ve seen the gaps: Gorgias locks you into the e-commerce box, while Zendesk makes e-commerce feel like an awkward add-on. Both solve one problem while creating another. 

But here’s what we haven’t talked about yet – what happens when your support needs evolve beyond simple order tracking or when your enterprise operations need more than just basic e-commerce functions? 

That’s the real problem. Neither platform truly understands the modern customer experience. 

This is where Kustomer steps in – not as just another option, but as a complete solution. 

Imagine having:

• A true e-commerce integration that goes beyond basic order tracking
• The enterprise features of Zendesk without the e-commerce headaches
• A unified platform that grows with your business, not against it

Why settle for platforms that force you to choose between e-commerce and enterprise capabilities when you can have both? 

The real question isn’t whether you need a better solution – it’s how much longer you’ll wait to get one. 

Case Study → How food delivery company, Glovo, resolves up to 84% of requests while maintaining high satisfaction ratings. 

No more choosing between features. Get everything! 

Try Kustomer Today →