Head-to-head · helpdesks · facts checked 13 Sept 2026
eDesk vs Gorgias
Gorgias scores 7.6 to eDesk's 5.8 among the helpdesks we rate, and is the better pick for 2 of the 4 kinds of buyer below.
The verdict
Gorgias wins, 7.6 to 5.8
Gorgias starts at $10 a month for 50 tickets, well under eDesk's $49 a month per user, and adds a longer trial too, 30 days against eDesk's 14. Gorgias is also SOC 2 audited and HIPAA compliant; eDesk publishes neither certification. Gorgias connects to Shopify, HubSpot, Slack and Zapier, while eDesk's app store only lists a Shopify connection. eDesk does publish its AI Agent rate, $0.99 per resolved outcome, where Gorgias bundles an allowance into the plan price instead.
Pick eDesk if you want to see the AI cost per ticket upfront.
Pick Gorgias if you want more integrations and security certifications.
Best for
Who each one suits, decided on the criteria that matter to that buyer and the checked facts where the two differ.
Small teams on a budget
Gorgias
eDesk 5.5 · Gorgias 7.5 on pricing
- Monthly price, cheapest paid plan: $10 against $49
Answering customers with AI
Too close to call
eDesk 7.2 · Gorgias 7.2 on ai that answers your customers
- Languages the AI answers in: eDesk not published, Gorgias 80 languages
Support teams on many channels
Too close to call
eDesk 8.8 · Gorgias 8.8 on channels and running a support team
- Channels it works in: eDesk Email, live_chat, whatsapp, instagram, messenger, voice, Gorgias Email, live_chat, voice, sms, whatsapp, messenger, instagram
Regulated industries
Gorgias
eDesk 1.2 · Gorgias 7.8 on security and privacy
- SOC 2: Gorgias yes, eDesk no
- HIPAA: Gorgias yes, eDesk no
- Audit log: Gorgias yes, eDesk no
Section 01
How they score
Both are scored the same way, against the other helpdesks we rate, from facts on each vendor's own pages. Gorgias leads on 3 of 7 criteria.
AI that answers your customers25% of the score
eDesk7.2
Gorgias7.2
Pricing20% of the score
eDesk5.5
Gorgias7.5
Channels15% of the score
eDesk8.0
Gorgias8.0
Security and privacy15% of the score
eDesk1.2
Gorgias7.8
Running a support team10% of the score
eDesk10.0
Gorgias10.0
Integrations10% of the score
eDesk2.5
Gorgias7.5
Support and branding5% of the score
eDesk6.2
Gorgias3.8
Section 02
Where they differ
Every point where the two vendors' published facts disagree, with a link to where each fact was read. "Not published" means the vendor does not say either way.
Published by only one of them
Languages the AI answers in
eDesk
Not published
Channels it works in
ISO 27001
Gorgias
Not published
Single sign-on
eDesk
Not published
Choice of data region
eDesk
Not published
Remove the vendor's branding
eDesk
Not published
Gorgias
No
Where they match (9)
What the AI learns from
Section 03
Pricing, plan by plan
Every plan each vendor publishes, monthly and yearly where both are offered.
eDesk
Essential
$49/agent/mo · $468/agent/yr
1 online store/marketplace, AI Agent included at $0.99 per outcome
Growth
$115/agent/mo · $1,068/agent/yr
5 online stores/marketplaces, performance reporting, CSAT surveys, AI Agent included at $0.99 per outcome
Professional
$149/agent/mo · $1,428/agent/yr
10 online stores/marketplaces, assisted onboarding/training, 2 free read-only users, AI Agent included at $0.99 per outcome
Enterprise
Custom
Unlimited channels, dedicated account manager, multi-brand workflows, tailored pricing
AI Assist (add-on)
$30/agent/mo
Suggested replies, tone adjustments, faster reply drafting for agents
Translate (add-on)
$19/agent/mo
AI translations removing language barriers for entire team
Feedback (add-on)
$99/account/mo
Automate customer outreach for reviews on Google, Trustpilot, marketplaces, or your site
Gorgias
Starter
$10/mo · N/A
~50 tickets/mo helpdesk base; AI Agent add-on pay-per-resolution; unlimited agents
Starter (with ai agent)
$40/mo · N/A
~50 tickets/mo helpdesk base; AI Agent add-on pay-per-resolution; unlimited agents
Basic
$60/mo · $600/yr
~300 tickets/mo; core helpdesk + AI Agent pay-per-resolution; unlimited agents
Basic (with ai agent)
$90/mo · $924/yr
~300 tickets/mo; core helpdesk + AI Agent pay-per-resolution; unlimited agents
Pro
$360/mo · $3,600/yr
~2,000 tickets/mo; advanced automation, revenue reporting; unlimited agents
Pro (with ai agent)
$550/mo · $5,652/yr
~2,000 tickets/mo; advanced automation, revenue reporting; unlimited agents
Advanced
$900/mo · $9,000/yr
~5,000 tickets/mo; full feature set, priority support; unlimited agents
Advanced (with ai agent)
$1,430/mo · $14,724/yr
~5,000 tickets/mo; full feature set, priority support; unlimited agents
Enterprise
Custom
5,000+ tickets/mo; custom contract, dedicated support, SLA guarantees
Section 04
Pros and cons
From each tool's full review, written from the same checked facts.
eDesk
Pros
- Centralized smart inbox automatically attaches order context (order number, SKU, shipping status) to customer messages, saving agents significant lookup time.
- Deep marketplace integrations with Amazon, eBay, Shopify, and other eCommerce platforms make it genuinely useful for multi-channel sellers.
- AI Agent claims to automate up to 65% of support tickets using inventory data and a knowledge base, not just generic canned responses.
- AI Chatbot reportedly answers 70%+ of queries instantly, offering meaningful time savings even if real-world results fall short of headline figures.
- Self-service knowledge base is included and reportedly reduces inbound query volume by around 30%, lightening the team's workload.
- Feature set is impressively broad for its price point, including ticket routing, custom fields, SLA management, live chat, and custom roles.
- Over 12 years of product history and reportedly 5,000+ eCommerce sellers using it suggests a mature, battle-tested platform.
- Built exclusively for online sellers rather than general support teams, meaning the workflows and integrations are purpose-fit for eCommerce operations.
Cons
- The platform's laser focus on eCommerce means it is largely unsuitable for SaaS companies, service businesses, or general customer support teams.
- Headline automation stats (65% ticket automation, 70% chatbot resolution, 30% query reduction) are likely best-case figures that probably don't apply simultaneously to the same account.
- The long feature list may introduce complexity and a steeper learning curve for smaller sellers or lean teams without dedicated support ops.
- Marketing statistics like '$25 billion in sales supported annually' are difficult to verify and should be treated with skepticism when evaluating ROI claims.
- Sellers limited to a single sales channel may find the multi-channel-focused feature set excessive and poor value for money.
- AI-generated answers depend heavily on the quality of your knowledge base and inventory data, meaning setup investment is required before automation delivers results.
Gorgias
Pros
- Native one-click Shopify integration pulls order data, customer history, and product catalog directly into the conversation view.
- Agents can issue refunds, apply discounts, cancel orders, and initiate upsells without leaving the ticket interface.
- AI Agent 3.0 is built on an OpenAI partnership and trained on over a billion support conversations, fine-tuned specifically for ecommerce.
- The AI is positioned to drive revenue through pre-sale guidance and upsells, not just ticket deflection.
- Shopify invested directly in Gorgias, explaining the exceptional depth of the native integration.
- Serves over 17,000 ecommerce brands with a claimed 40% market share among Shopify stores.
- Omnichannel inbox consolidates support across channels with an AI layer built on top for automation.
Cons
- For non-Shopify ecommerce brands, the value proposition becomes significantly more complicated and less compelling.
- The product is narrowly purpose-built for ecommerce, making it a poor fit for general-purpose helpdesk use cases.
- The research is based on third-party reviews and vendor documentation rather than direct hands-on product testing.
- Pricing complexity may emerge at scale, as suggested by 'the math gets complicated fast' for non-Shopify users.
- Heavy reliance on AI automation may not suit brands that prefer high-touch, human-led customer support workflows.
- Peak season ticket backlogs remain a recurring complaint among operators in Shopify forums and G2 threads.
Section 05
eDesk vs Gorgias: common questions
Which is better, eDesk or Gorgias?
Gorgias scores 7.6 and eDesk 5.8 out of 10 among the helpdesks we rate. Gorgias is ahead on pricing, security and privacy and integrations. eDesk is ahead on support and branding.
Is eDesk or Gorgias cheaper?
eDesk's cheapest paid plan is $49/mo and Gorgias's is $10/mo. Compare what each plan includes below before going on price alone.
Do eDesk and Gorgias have a free plan?
Neither has a free plan.
What can Gorgias do that eDesk cannot?
On the facts both vendors publish: sOC 2, hIPAA and audit log.
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