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Zendesk vs Gorgias

Zendesk vs Gorgias Comparison

In the ever-evolving landscape of customer support software, businesses need to stay ahead of the curve to provide exceptional customer service. Zendesk and Gorgias are two prominent players in this field, each offering a unique set of features and capabilities. For decision making, it's essential to delve into a comprehensive comparison of Zendesk vs Gorgias.

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Zendesk vs Gorgias: An Overview

Zendesk is a well-established customer service software company founded in 2007. It has grown to be one of the leading platforms for customer support, engagement, and relationship management. Zendesk is trusted by thousands of businesses worldwide, spanning various industries. It offers a comprehensive suite of tools and integrations designed to improve customer experiences.

Gorgias, on the other hand, is a newer player in the customer support software arena, having been founded in 2015. Despite its relatively young age, Gorgias has rapidly gained recognition for its innovative approach to customer support. Gorgias specializes in e-commerce and is tailored to the unique needs of online businesses, particularly Shopify stores. It is lauded for its automation and AI-driven features.

zendesk vs gorgias Comparison

Zendesk vs Gorgias Ease of Use

The ease of use of a customer support platform can significantly impact a business's efficiency. Let's examine how Zendesk vs Gorgias compare in terms of user-friendliness.
Zendesk Ease of Use
Zendesk is known for its user-friendly interface and straightforward navigation. The platform's dashboard is intuitive, making it easy for agents to manage customer inquiries and tickets. Zendesk offers a range of training resources and guides to help users get up to speed with the platform quickly.
Gorgias Ease of Use
Gorgias also boasts a user-friendly interface. It is mainly designed for e-commerce businesses, so it offers features tailored to their needs. The platform's AI-driven automation simplifies repetitive tasks, allowing agents to focus on more complex customer inquiries. Gorgias provides onboarding and training resources to help users effectively utilize the software.
The ease of use of both platforms makes them accessible to businesses with varying levels of technical expertise.

Key Differences




  • Multi-Channel Support: Zendesk excels in providing support across various channels, including email, chat, social media, and phone.
  • Knowledge Base: It offers a robust knowledge base for self-service support, allowing customers to find answers to their questions without agent intervention.
  • Ticketing System: Zendesk ticketing system organizes customer inquiries efficiently, making it easy for agents to track, manage, and respond to tickets.
  • Automation: It provides automation tools to streamline processes and reduce manual tasks, such as assigning tickets and sending predefined responses.
  • Analytics and Reporting: Zendesk offers comprehensive analytics and reporting features to help businesses monitor and improve their support operations.
  • Integration: With a wide range of integrations and a robust API, Zendesk can be seamlessly integrated with other business systems.
  • Multi-channel Support: Gorgias supports various communication channels, including email, chat, and social media.
  • E-commerce Specialization: Gorgias is tailored for e-commerce businesses, with features like order lookup and returns processing.
  • AI-Powered Macros: Gorgias uses AI to suggest macros for common customer queries, significantly speeding up response times.
  • Automation: Similar to Zendesk, Gorgias offers automation tools, but it places a strong emphasis on AI-driven automation, which can handle repetitive tasks.
  • Customization: Gorgias allows businesses to create custom views and workflows tailored to their specific needs.
  • Integration: It offers a robust set of integrations, especially with e-commerce platforms like Shopify and Magento.


  • Email: You can reach Zendesk's support team via email for assistance with technical issues.
  • Phone: Phone support is available for customers on higher-tier plans, offering more direct and immediate assistance.
  • Knowledge Base: Zendesk's extensive knowledge base contains articles and resources to help users find answers to common questions.
  • Community Forum: Users can engage with the Zendesk community and get help from other users and experts.
  • Ticketing System: Zendesk uses its own ticketing system to manage and respond to support requests.
  • Social Media: Zendesk maintains a presence on social media platforms for general inquiries and updates.
  • Email: You can contact Gorgias support via email for technical issues or general inquiries.
  • Live Chat: Gorgias provides a live chat feature for real-time assistance, which can be particularly helpful for urgent matters.
  • Knowledge Base: Gorgias has a knowledge base that contains guides and resources to assist users with common questions and issues.
  • Community Forum: Gorgias users can interact with each other and share their experiences and solutions in the community forum.


  • Shopify: Integration with Shopify for e-commerce businesses to manage customer inquiries effectively.
  • Salesforce: Integration with Salesforce for a comprehensive customer relationship management solution.
  • HubSpot: Seamless integration with HubSpot for inbound marketing and sales.
  • MailChimp: Integration with MailChimp for email marketing and customer engagement.
  • Jira: Integration with Jira for issue tracking and project management.
  • Zapier: Integration with Zapier to connect with thousands of other apps and automate workflows.
  • Shopify: Deep integration with Shopify, allowing for seamless management of customer inquiries, order information, and returns.
  • Magento: Integration with Magento for e-commerce support and customer management.
  • WooCommerce: Integration with WooCommerce for WordPress-based online stores.
  • BigCommerce: Integration with BigCommerce for a holistic e-commerce support solution.

Reporting and Analytics

  • Real-Time Dashboards: Users can create custom dashboards to monitor real-time support metrics.
  • Performance Analytics: Zendesk provides insights into agent performance and customer satisfaction.
  • Data Export: Businesses can export data for in-depth analysis or to create custom reports.
  • Benchmarking: Zendesk offers benchmarking data to help businesses compare their performance to industry standards..
  • Order Insights: Gorgias offers insights into order-related inquiries, helping businesses track and optimize their e-commerce processes.
  • Automated Performance Reports: Gorgias automatically generates reports on support team performance and response times.
  • Custom Metrics: Users can define custom metrics to track specific key performance indicators (KPIs).

Automation and AI

  • Automated Ticket Assignment: Zendesk can automatically assign incoming tickets to the most appropriate agent.
  • AI-Powered Chatbots: Zendesk's Answer Bot uses AI to provide automated responses to common queries.
  • Predictive Analytics: Zendesk's predictive analytics can forecast support needs and optimize resource allocation.
  • AI-Enhanced Content: Zendesk's AI helps categorize and recommend relevant knowledge-based articles to customers.
  • AI Analytics: Zendesk's Explore provides AI-driven insights into support operations.
  • AI-Powered Macros: Gorgias uses AI to suggest macros for common customer inquiries, significantly speeding up response times.
  • Automated Responses: Gorgias can automatically respond to specific customer inquiries without agent intervention.
  • AI-Driven Order Lookup: Gorgias uses AI to quickly find order information, which is particularly beneficial for e-commerce businesses.
  • Custom Automation Workflows: Gorgias enables businesses to create custom automation rules and workflows.


  • Branding: Users can customize the appearance of their help center to align with their brand.
  • Ticket Forms: Zendesk allows the creation of custom ticket forms to gather specific information from customers.
  • Workflow Automation: Users can create custom workflows and automation to tailor the platform to their specific requirements.
  • Extensions: Zendesk Marketplace offers a wide range of extensions and apps to enhance the platform's functionality.
  • Custom Views: Users can create custom views to manage customer inquiries and order-related issues effectively.
  • Automation Rules: Gorgias enables businesses to create custom automation rules to streamline support processes.
  • Custom Macros: Users can create custom macros to address common e-commerce customer inquiries.
  • Integrations: Gorgias offers integration options tailored to e-commerce platforms and tools.

Security and Compliance

  • Data Encryption: Zendesk uses encryption to protect data both in transit and at rest.
  • Data Center Security: Zendesk's data centers are equipped with robust security measures to safeguard customer data.
  • Compliance Certifications: Zendesk complies with various industry standards, including GDPR, HIPAA, and SOC 2.
  • User Authentication: Zendesk provides authentication options such as single sign-on (SSO) for added security.
  • Data Encryption: Gorgias encrypts data to protect it from unauthorized access.
  • Data Center Security: Gorgias ensures the security of its data centers to maintain the integrity of customer data.
  • GDPR Compliance: Gorgias complies with GDPR, offering features like data export and deletion.
  • User Authentication: Gorgias provides user authentication options to enhance security.
Zendesk vs Gorgias Verdict

Choosing between Zendesk and Gorgias ultimately depends on your business's specific needs and priorities. Here's a summary to help you make an informed decision:

Choose Zendesk if
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Choose Gorgias if
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zendesk vs gorgias Comparison
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Zendesk and Gorgias are both powerful customer support platforms, each catering to specific niches. Your choice should align with your business's industry, size, and the features that matter most to your customer support strategy. Take advantage of free trials or demos offered by both platforms to get a hands-on experience and determine which one best suit your business.


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What is Gorgias?
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