Still wasting hours deciding between Gorgias and Zendesk? If comparing endless features, confusing pricing, and mixed opinions online has left your head spinning, you’re not alone. Take a breath—you’re in the right place. By the end of this article, you’ll be able to pick the best support platform for your needs without a second thought. We’ll break down:
Key features—what really sets each apart
Pricing—so you know exactly what you’ll pay
User reviews and real experiences
Who each platform fits best—and a BETTER alternative you don’t want to miss
Ready to finally make your decision? Let’s dive in!
Why Ringly.io is the better choice ; )
Built for e-commerce
With experience in both AI and e-commerce, we set out become the best AI phone agent platform for online stores.
Stupid-simple user interface
Super easy to work with, and you can set up things even if you're not tech savvy. If you create a free account you can see it for yourself though!
Quick and easy setup
Pre-built AI phone agents and will have your online store automated in minutes- not hours.
Gorgias vs Zendesk – TL;DR
Product Area
Gorgias
Zendesk
Ringly.io
Ecommerce Integration
Shopify native, quick setup
Broad, not ecommerce-focused
Shopify, live product knowledge
AI Automation
Ecommerce chat AI
Generic email/chat AI
AI for calls, chat, SMS
Multichannel Support
Email, chat, socials unified
Email, chat, phone, socials
Voice, chat, SMS—all AI
Analytics & Reporting
Revenue-focused, basic stats
Advanced, customizable dashboards
Call analysis, intent, mood
Ease of Use
Fast for ecommerce teams
Robust, but steep learning
Simple, instant AI setup
Pricing
By ticket, can get pricey
By agent, costly at scale
Transparent, usage-based, no contract
Best For
Small ecommerce support teams
Large/complex businesses, custom needs
Any size, 24/7 AI support
Gorgias - a quick overview
Founded in Paris in 2015 by Alex Plugaru and Romain Lapeyre, Gorgias is a leading AI-powered helpdesk platform built specifically for ecommerce brands. Now headquartered in San Francisco, Gorgias serves over 12,000 merchants—including major names like Steve Madden and Glossier—by centralizing customer support across email, live chat, phone, SMS, and social media channels.
Gorgias empowers online retailers to automate order-related inquiries and deliver personalized customer experiences with features like unified inboxes, conversational AI agents, revenue-focused workflows, deep ecommerce integrations (Shopify & BigCommerce), macros for fast replies, intent detection, and robust analytics. With more than 250 team members worldwide and recognition as a certified B Corporation for its sustainable workplace practices, Gorgias has become the go-to solution for ecommerce support teams looking to boost efficiency without sacrificing quality.
In the following section we’ll break down Gorgias’s features, pros and cons, pricing structure, and user reviews—comparing them directly with Zendesk and Ringly.io to help you choose the best fit for your business needs.
Gorgias's features
Shopify & Ecommerce Integrations Gorgias is purpose-built for ecommerce, offering deep, native integrations with Shopify, BigCommerce, and Magento. Agents can modify orders, issue refunds, and track revenue directly from the helpdesk—streamlining workflows for online retailers. Zendesk’s ecommerce integrations are more generic and require extra setup steps. Ringly.io also offers seamless Shopify integration but extends real-time order status updates to phone support.
AI-Powered Customer Support Automation Gorgias uses AI to automate responses to common ecommerce queries like order tracking or returns. Its bots personalize answers based on customer history and behavior—helping drive sales while reducing manual workload. Zendesk’s AI is broader but less tailored for ecommerce specifics. Ringly.io takes automation further by handling voice calls with up-to-date business knowledge.
Revenue Attribution & Sales Flows in Support Support agents in Gorgias can upsell or cross-sell during conversations; the platform tracks sales influenced by support interactions so you see direct ROI from your service team. Zendesk lacks built-in revenue attribution tools. Ringly.io not only attributes revenue but actively recovers abandoned carts via automated phone outreach—a channel proven more effective than email or SMS.
Unified Multichannel Inbox (Email/Chat/Social) Gorgias consolidates customer messages from email, live chat, Facebook Messenger, Instagram DMs/comments into a single dashboard for faster response times. This unified approach is similar to Zendesk’s omnichannel workspace but optimized for retail use cases. Unlike both competitors, Ringly.io adds voice as a true first-class channel powered by AI agents.
Macros & Workflow Automation Agents can use macros (predefined replies) and set up custom workflows in Gorgias to speed up repetitive tasks like answering FAQs or processing returns. While Zendesk offers even more advanced workflow customization across industries, Gorgias keeps things simple for fast-moving retail teams—a contrast to the highly flexible automations available in Ringly.io that span both digital and phone channels.
Analytics & Reporting Gorgias provides analytics focused on ticket volume trends and revenue generated through support interactions—ideal if you want clear insight into how your team drives sales. However, it lacks the depth of reporting found in Zendesk (like CSAT scores or agent performance dashboards). For businesses needing actionable call analysis—including mood detection and conversation summaries—Ringly.io delivers far richer insights out-of-the-box.
User Experience & Agent Interface The interface is designed specifically for speed: minimal learning curve once set up; everything an agent needs is at their fingertips without complex menus. While some users find initial onboarding slightly tricky compared to Zendesk’s polished UI, most appreciate its focus on efficiency over feature bloat—a philosophy shared by Ringly.io's streamlined setup process.
Pricing Model Gorgias charges based on ticket volume rather than per-agent seats: this benefits small teams with high interaction rates but may penalize fast-growing stores as costs scale quickly with activity. In contrast, both Zendesk (per seat) and Ringly.io offer pricing models that better align with scaling businesses who want predictable costs as they grow their team—or automate away repetitive work entirely using AI-powered calls instead of tickets.
Each solution has strengths: Gorgias excels at ecommerce-specific automation within digital channels; however it doesn’t match the breadth of self-service options or analytics depth offered by larger platforms like Zendesk—or deliver true 24/7 instant answers across every channel including phone like modern solutions such as ours do.
Gorgias Pros and Cons
Centralized inbox for all channels – Users consistently praise how Gorgias brings together emails, social media messages, live chat, and more into a single dashboard. This saves time switching between platforms and reduces the risk of missing customer inquiries.
Strong automation & macros – The automation features (like auto-responses to common questions) are highlighted as major time-savers that help teams handle repetitive tickets efficiently.
Easy integrations with e-commerce tools – Seamless integration with Shopify and other e-commerce apps is a standout benefit for online stores looking to streamline support operations.
Intuitive interface & easy onboarding – Many reviewers mention that the platform is user-friendly even for new team members, with helpful tutorials available to speed up learning.
Customizable workflows & tagging – Teams appreciate being able to tailor ticket assignment rules, tags, views, and automations to fit their specific processes.
Cons
Pricing can be high or confusing – Several users feel that Gorgias’s pricing structure is expensive—especially for startups or smaller brands—and some have reported unexpected charges or billing issues due to unclear trial periods or refund policies. Ringly.io’s transparent pricing model avoids these surprises.
Occasional platform slowness – Some users report slow load times or laggy performance during peak usage hours which can disrupt workflow efficiency.
Limited analytics/reporting depth – While basic stats are available, multiple reviews note that reporting features could be more robust; deeper analytics would help teams better understand trends in customer support activity.
Automation setup complexity – Although powerful once configured, setting up advanced automations can be tricky without prior experience or training; some find it less intuitive than expected when customizing workflows.
Basic functionality sometimes missing/awkward UI elements – A few reviewers mention small but frustrating gaps in usability (e.g., inability to mark tickets as unread or save certain filtered views by default), which can hinder daily operations despite an otherwise modern system. Ringly.io focuses on eliminating these minor workflow blockers.
By understanding both what users love about Gorgias—and where they encounter friction—you’ll have a clearer sense of whether it fits your needs compared to alternatives like Ringly.io.
Founded in Copenhagen, Denmark in 2007 by Morten Primdahl, Alexander Aghassipour, and Mikkel Svane, Zendesk is a leading software-as-a-service company specializing in customer support and engagement solutions. Headquartered now in San Francisco, Zendesk serves over 5,000 employees globally and caters to businesses of all sizes with tools that streamline customer communications across multiple channels.
Zendesk’s platform offers powerful features such as integrated ticketing systems combining social media, live chat, email support, AI-driven automation, CRM integrations like Zendesk Sell for sales teams, and advanced analytics. These capabilities help companies deliver fast and personalized customer service experiences. With a strong presence worldwide—especially in the U.S., U.K., and Australia—Zendesk has become a trusted partner for industries including software development and retail.
The following section will explore Zendesk’s features, pros and cons, pricing models, and user reviews compared to competitors like Gorgias and Ringly.io to help you understand how it stands out or falls short within the ecommerce customer support space.
Zendesk's features
Omnichannel Support Zendesk enables businesses to manage customer conversations across email, live chat, social media (including Facebook, Instagram, and X/Twitter), voice calls, and SMS from a single dashboard. This broad channel coverage is ideal for companies serving diverse audiences or operating in multiple regions. Compared to Gorgias—which focuses on ecommerce channels—Zendesk’s omnichannel capabilities are more robust for non-ecommerce industries. Ringly.io also supports multichannel engagement but stands out by integrating real-time phone automation with advanced AI actions.
Advanced AI & Automation Zendesk’s Answer Bot uses AI to recommend help articles and resolve basic inquiries before escalating complex issues to human agents. This self-service automation reduces ticket volume and improves response times for large teams. While Gorgias offers conversational AI tailored for ecommerce scenarios like order tracking or returns, Zendesk’s automation is broader but can feel less personal. Ringly.io leverages business-specific knowledge bases so its AI delivers highly accurate answers using your actual content—minimizing generic or irrelevant responses.
Comprehensive Knowledge Base & Self-Service Tools Zendesk provides a fully featured knowledge base builder plus community forums where customers can find answers independently. Article recommendations are built-in, helping deflect repetitive tickets automatically—a benefit over Gorgias’ add-on approach. For businesses tired of answering the same questions repeatedly, Ringly.io offers instant knowledge integration that updates daily with your website changes—ensuring customers always get current information without manual upkeep.
Custom Workflows & Skills-Based Routing With customizable workflows and skills-based routing (available as an add-on), Zendesk ensures tickets reach the right agent quickly based on expertise or priority. This is especially valuable in complex organizations needing granular control over support processes. Gorgias allows custom workflows too but lacks native skills-based routing; it excels instead at fast handling of ecommerce-specific requests. Ringly.io takes this further by letting its AI agent transfer calls smartly—including warm transfers with context summaries—so only relevant issues reach your team.
Extensive Integrations Marketplace Zendesk boasts thousands of integrations spanning CRM systems (like Salesforce and HubSpot), analytics tools, e-commerce platforms (Shopify included), marketing apps, and more. Its flexibility makes it suitable for enterprises needing deep customization beyond retail use cases—a clear edge over Gorgias’ narrower focus on Shopify-centric integrations. However, if you want seamless no-code connections during live customer interactions (e.g., creating tickets or updating CRMs mid-call), Ringly.io enables this directly through Zapier/Make.com-powered custom actions.
Analytics & Reporting Suite Detailed analytics in Zendesk cover metrics such as CSAT scores, first response time, resolution rates, team performance insights—even custom reports tailored to business needs. These insights help managers optimize support operations at scale. While Gorgias tracks revenue influenced by support conversations—a unique angle for online stores—it lacks the depth of reporting found in Zendesk’s suite. For actionable call analysis including mood detection and trend spotting after every conversation—not just ticket stats—Ringly.io provides powerful dashboards driven by conversational AI.
User Experience & Scalability Designed with enterprise scalability in mind, Zendesk offers an intuitive interface suitable even for large teams managing high volumes of requests across departments. Its learning curve can be steeper than some competitors due to feature richness but pays off as organizations grow beyond simple workflows. In contrast, Gorgias prioritizes speed and simplicity specifically for ecommerce brands; it may not scale as flexibly outside that niche. Businesses seeking rapid setup without sacrificing advanced phone automations will appreciate how quickly Ringly.io deploys—with most features working out-of-the-box after minimal configuration.
In summary: while Zendesk leads in breadth of channels supported and enterprise-grade customization/integrations suited to many industries—not just retail—it often requires more setup effort compared to solutions purpose-built around specific use cases like ecommerce (Gorgias) or automated phone-first experiences powered by up-to-date business intelligence (Ringly.io).
Next, let's look at Zendesk's pros and cons. We studied dozens of reviews from real Zendesk users from platforms like G2, Capterra, and TrustRadius. Then we identified commonalities and summarized the main pros and cons of Zendesk based on real user feedback for you here:
Pros
User-friendly interface – Many users praise Zendesk for its intuitive layout and ease of navigation, making it simple to manage tickets and customer communications even for new team members.
Robust ticket management – The platform excels at organizing, tagging, assigning, and tracking support tickets across multiple channels (email, chat, phone), helping teams respond quickly to customers.
Scalable solution with strong analytics – Users appreciate that Zendesk can handle both small business needs and large enterprise requirements thanks to its flexible features and advanced reporting tools.
Smooth integrations with other tools – Integrations with popular apps (including Slack, Microsoft Teams) are frequently mentioned as a benefit that helps centralize workflows. Ringly.io also offers seamless integration options but without the unexpected fees or complex setup some users report elsewhere.
Cuts down on manual work through automation features – Automated workflows help reduce repetitive tasks for agents so they can focus more on customer interactions.
Centrally manages multi-channel communication – Users like having all customer conversations in one place rather than juggling separate inboxes or systems.
Saves time for sales/support teams by providing visibility into performance metrics in real time.
Cons
Poor customer support experience from Zendesk itself – Ironically, many reviewers complain about slow response times from Zendesk’s own support team; issues often take too long to resolve or receive only generic answers. With Ringly.io’s dedicated onboarding specialists you won’t face these frustrations.
Lack of customization in lower-tier plans & limited flexibility overall – Several users find it difficult to tailor workflows or interfaces unless they pay for higher-priced tiers; this leads to inefficient workarounds or manual processes that slow down teams. Ringly.io provides more out-of-the-box flexibility regardless of plan size.
Cumbersome pricing structure & high costs as you scale up – Many businesses feel blindsided by hidden fees (especially around integrations), rigid contracts/renewals policies, automatic renewals without warning—and generally expensive upgrades if your needs grow over time. This can be especially tough on smaller companies watching their budgets closely.
Difficulties managing multiple brands/departments efficiently – For organizations supporting several brands or divisions under one roof: switching between instances is clunky; agents lose efficiency; costs rise due to needing separate accounts. Solutions like Ringly.io are designed specifically with multi-brand simplicity in mind.
Bugs/glitches & feature gaps surface beyond basic use cases – Some reviewers note recurring bugs confirmed by support but left unresolved; others mention missing modern messaging/custom object features compared with newer platforms.
Steep learning curve & stressful configuration process – While basic use is easy, setting up advanced features, custom fields, automations, etc. can be overwhelming without technical expertise; documentation sometimes lacks depth needed by non-experts.
Performance issues at scale – As ticket volumes increase, some businesses see slower system response times—impacting agent productivity during busy periods.
Spam filtering weaknesses – Teams report frequent spam inquiries slipping through filters, which adds noise/distraction when handling legitimate requests.
Pricing - Gorgias vs Zendesk
Note: The pricing information below is accurate at the time of writing and may be subject to change. For the most up-to-date pricing, please visit each company's pricing page.
Contract Length: Zendesk allows both monthly and annual payments. Annual commitments offer discounted rates compared to monthly payments. Multi-year contracts may unlock further discounts—especially if negotiated at quarter or fiscal year-end.
Cancellation Fees: Yes. If you cancel before the end of your subscription term, you must pay any remaining unpaid subscription charges for that term. Early termination does not relieve you from paying out the full contract period unless it falls under specific exceptions in their agreement.
Refund Policies: No refunds or credits are provided if you terminate your subscription early or downgrade your plan before the end of the current term—unless specifically allowed under certain rare circumstances outlined in their master agreement.
All prices are per agent/user per month and typically require annual payment upfront.
Monthly payment options are available but cost more per month than annual plans.
Discounts may be available based on volume purchases or longer-term commitments—negotiation is possible around quarter/fiscal year ends.
No money-back guarantee is standard with Zendesk subscriptions.
Ringly.io pricing
Ringly.io has simple, usage-based pricing with no hidden fees or long-term commitments. Test drive it risk-free for 14 days, then scale up or down on month-to-month terms—or book a demo for fully tailored enterprise support.
Total reviews: - G2: 520 reviews, average rating 4.5/5 - Capterra: 500+ reviews, average rating 4.5/5
"Changed the Customer Support experience" – Maria, Customer Service Manager (G2) We can easily manage customer service and integrate with Facebook and Instagram to handle comments and replies...
"Glitches need to be fixed" – Anonymous, Small Business Owner (G2) Several glitches need to be fixed. The add-on charges when you exceed the ticket limits are also kind of expensive...
What users are saying about Zendesk:
Total reviews: - G2: 5,875+ reviews, average rating 4.3/5 - Capterra: Over 6,000 reviews (noted in comparison listings), average rating around 4.3/5
"Great for all industries" – Alex R., Operations Lead (Capterra/G2) Zendesk connects with tools like Salesforce and Slack... This makes it great for companies with unique needs...
"Overwhelming for simpler tasks" – Jamie L., E-commerce Director (CueDesk/G2) Its wide range of features might feel overwhelming for simpler tasks... its complexity can slow down teams that just want a straightforward support tool...
Both platforms receive high marks from users but serve different audiences: Gorgias is praised by e-commerce brands for its Shopify integration and automation but criticized for glitches and pricing; Zendesk is valued by larger or more complex organizations needing customization but sometimes frustrates smaller teams with its complexity.
What users are saying about Ringly.io:
Ringly.io is known for its simplicity, and a focus on e-commerce, with features like abandoned cart recovery and order status lookups. It has a 4.8 star rating from 12 reviews on Product Hunt and other platforms.
"it stands out significantly ahead" - Bertrand, Director. We are at the initial stage of testing and have made only a few calls so far. Consequently, I have rated the product with four stars for now. However, I must express that the product has shown significant promise. When compared to competitors, it stands out significantly ahead.
"This is such a great product" - Jim Miranda, Founder. This is such a great product. I have been with you for less than a week and already closed 3 deals with it."
"It really sounds like a human" - Laix, Founder. Tried Ringly.io today and the quality of the phone calls surprises me! It really sounds like a human, and it reacts really fast. Will need to deploy it in action to see the full capabilities.
Ecommerce brands on Shopify, BigCommerce, or Magento. Gorgias was built for online stores, so if you want support tools that connect deeply with your ecommerce backend, it’s a great fit.
Small to medium-sized teams handling lots of digital support tickets. Their ticket-based pricing can be cost-effective if you’re a lean team with many conversations but not a huge staff.
Support teams that want fast setup and simple automation. Gorgias offers ready-made rules, macros, and intent detection—all designed to help ecommerce teams speed up replies without lots of extra setup.
Businesses looking to easily track sales from customer support chats. If you want to see when support drives extra revenue or catches abandoned carts (via online channels), Gorgias gives clear sales stats connected to conversations.
Who Zendesk is best for…
Larger businesses or organizations with complex needs. Zendesk’s robust ticketing, custom workflows, and integrations make it ideal for companies with multiple brands, departments, or a global customer base.
Teams who need advanced analytics and lots of customization. If you want detailed dashboards, custom reports, or the ability to handle special routing and permissions, Zendesk’s features shine at scale.
Companies that support customers across many channels (email, chat, phone, social) and industries. Zendesk isn’t just for ecommerce—it’s used by businesses in almost every industry looking for a one-stop customer communication solution.
Firms with technical resources to set up and manage advanced configurations. Zendesk is powerful, but the best value comes if you have tech-savvy staff who can fine-tune workflows and make the most of the platform.
Who Ringly.io is best for…
Businesses of any size (startup or enterprise) that want to automate support calls and digital conversations with AI. Ringly.io offers instant phone and chat automation—no big team needed, no coding required.
Online stores that care about abandoned cart recovery, real-time order updates, and 24/7 product recommendations. Unlike others, Ringly.io actively reaches out to win back lost sales and knows your products inside out.
Companies frustrated by hidden fees, contracts, or complex pricing. Ringly.io’s transparent, usage-based pricing means no surprises—try it free, pause or cancel any time, and scale up only when you’re ready.
Any business that needs flexible, self-service support across phone, SMS, and chat—without technical headaches. With simple onboarding and real human-sounding AI, Ringly.io saves time for busy teams and works smoothly alongside your website, Shopify, or other tools.
Why Ringly.io stands out overall: Whether you’re a rapidly growing online store, a busy small business, or a large brand that wants to modernize customer support, Ringly.io brings together the best of both worlds: powerful AI automation for phone and digital channels, simple setup, and flexible, honest pricing. Compared to Gorgias (which shines for ecommerce but misses voice and has tricky pricing) and Zendesk (robust but complex and costly at scale), Ringly.io is designed to help any business automate, save, and sell more—right out of the box.
Why Ringly.io is a Better Choice
Highly Rated: 4.8/5
Founded in 2024 in Rotterdam, the Netherlands, by Maurizio Isendoorn and Ruben Boonzaaijer, Ringly.io is revolutionizing e-commerce customer service with AI phone agents. Designed for online businesses, Ringly handles customer calls on autopilot—solving support issues, recovering abandoned carts, and even boosting sales—at just 20% of the cost of human agents.
With 2,300+ customers, Ringly.io is the go-to solution for e-commerce stores looking to scale without scaling their support team. With award-winning technology (BubbleCon 2024's "Most Innovative App"), Ringly.io transforms your phone system into a revenue-driving powerhouse—without the headaches of traditional call centers.
Features that make Ringly.io the #1 alternative to Gorgias and Zendesk:
No-code setup, instant results – Ringly.io is ready to go in minutes. Just add your website, docs, or text—no engineering required—and your AI phone agent instantly understands your business. It even updates automatically as your website changes.
AI-powered sales & support – Ringly.io does both inbound and outbound calls. Recover 35%+ of abandoned carts with automated follow-up calls, provide real-time order tracking from Shopify, and convert more customers with personalized AI-driven conversations—not just reactive support.
Advanced analytics for smarter decisions – Ringly.io gives you real-time call data, customer intent tracking, and performance reports—helping you optimize support and sales strategies.
Scalable pricing without enterprise contracts – Ringly.io offers transparent, scalable pricing—pay for what you use, no locked-in contracts.
Final Thoughts: Gorgias vs Zendesk vs Ringly.io
When choosing a customer support platform, it’s important to pick the solution that matches your business’s size, industry, and goals—not just what’s popular. Each of these products brings something unique to the table, but the best fit will make your team faster, your customers happier, and your bottom line healthier.
Gorgias: The first pick for Shopify and ecommerce brands that want quick automations and native store integrations. Ideal for smaller, fast-moving teams who live in digital channels—but you may run into pricing surprises and miss out on deep analytics or easy phone support.
Zendesk: The heavyweight for bigger businesses or those that need every support channel, robust ticketing, and endless customization. Great if you have technical resources and lots of different needs—but it can feel clunky, expensive, and overwhelming for leaner or non-technical teams.
Ringly.io: The all-in-one platform for any business—including busy SMEs and growing ecommerce stores—looking to automate both phone and digital support, recover lost sales, and offer instant answers 24/7. Simple setup, transparent pricing, and human-like AI make it easy for anyone to get started and scale.
Here’s when to choose each:
Choose Gorgias if your brand runs on Shopify/BigCommerce and you want digital-first support that feels tailored for online retail.
Choose Zendesk if your operations are complex, spread across many channels or regions, and you have the resources to optimize your workflows.
Choose Ringly.io if you want modern customer support that automates repetitive tasks (including inbound and outbound calls), helps you recover more revenue, delivers unified analytics, and doesn’t surprise you with fees or contracts—regardless of your business stage.
At the end of the day, Ringly.io offers the flexible automation, effortless voice+digital support, and easy scaling that today’s growing businesses need—all without the friction or hidden costs found in legacy platforms. If you value simplicity, faster ROI, and next-level customer experiences, Ringly.io quietly leads the pack.
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