eDesk vs Gorgias

Salesforce Sales Cloud

Zendesk Suite

LiveChat

Salesforce Sales Cloud is a cloud-based Customer Relationship Management (CRM) application from Salesforce. The platform combines human sales professionals with AI-powered automation, data, and intelligence. This integrated solution is designed to help businesses of all sizes and industries.

Zendesk offers an AI-powered service platform that unifies conversations from multiple channels. It features AI agents for resolving inquiries, ticketing for support requests, and analytics for tracking service quality. Its Resolution Learning Loop technology enhances automation by integrating AI, human agents, and knowledge resources on one platform.

LiveChat is a customer service software that enables businesses to communicate with website visitors in real time through chat functionality. The platform includes AI-based chatbots for automating routine inquiries, customizable chat widgets, and proactive chat invitations to engage visitors. It offers integration capabilities with various third-party applications including CRM systems, e-commerce platforms, and marketing tools.

eDesk’s AI-powered customer service software is designed specifically for eCommerce businesses, to take the complexity out of managing multiple marketplaces, webstore and social media support.

Access Controls/Permissions

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Automated Responses

Automated Routing

Autoresponders

Call Center Management

Call Routing

Chatbot

Chat/Messaging

Churn Management

Client Portal

Communication Management

Configurable Workflow

Customer Accounts

Customer Communication

Customer Database

Customer History

Customer Segmentation

Customizable Fields

Customizable Reports

Customizable Templates

Dashboard

Data Import/Export

Email Management

Email Templates

Engagement Tracking

Event Triggered Actions

Feedback Management

Help Desk Management

Inbox Management

Interaction Tracking

Live Chat

Macros/Templated Responses

Monitoring

Multi-Channel Communication

Multi-Channel Marketing

Multi-Language

Multi-Store

Order Management

Order Tracking

Performance Metrics

Prioritization

Queue Management

Real-Time Analytics

Real-Time Chat

Real-Time Data

Real-Time Monitoring

Real-Time Notifications

Real-Time Reporting

Reporting/Analytics

Reporting & Statistics

Returns Management

Reviews Management

Role-Based Permissions

Sales Order Management

Search/Filter

Self Service Portal

Service Level Agreement (SLA) Management

Shipping Management

Social Media Integration

SSL Security

Support Ticket Management

Surveys & Feedback

Tagging

Templates

Third-Party Integrations

Ticket Management

Visual Analytics

Workflow Management

Proprietary

eDesk

Web-based

Gorgias

Free forever

Shopify Entrepreneur Plan

Performance + 

Team

Professional

European Sales Manager

Another plus is the immediate availability of all customer information, including order and tracking numbers. If a customer has sent us a message directly, without going through the marketplace, we can also easily link it to their order. .

Lack of Accountability:When we confronted eDesk's Customer Success Manager, about these egregious errors, they stated that they had no understanding of how their own billing or ticket system works or ticket system works.

After a strenuous review of the Json file ourselves, it became clear that their ticket count included emails processed even before we had an eDesk account.

Manager

Excellent eCommerce connectionsWorks with all channels in all countries etc Ability to pull all information in one place

I’ve been using eDesk as a support ticket management platform for Etsy, eBay, Amazon, and Shopify.

However, the checkout process didn't give us a chance to review our cart, and we were unknowingly billed for both plans.

Partnet

No complaints on the product side, it is very robust. But as a company, I am thoroughly upset at their mistreatment and false promises constantly made to us, and would recommend any company trying to keep their support/helpdesk costs under control to stay away and explore other alternatives first.

Customer Service's Misstep:During the setup, we sought assistance through eDesk’s customer support feature.

The customer service representative informed us that we were running two plans simultaneously and offered to remove one.

Now as eDesk they again promised certain pricing for us (as a customer for almost a decade, maybe more), and they keep raising the price.

Owner

Saves time and allows for small support team.

Assuming it was a system glitch possibly related to a trial we used previously, we agreed.

Product Manager

I don't know if I have found it yet, but we need some automatic programming tools.

Without doubt, the biggest plus is the connection to all marketplaces.

I was a bit disappointed that my latest inquiry about a new feature went unanswered.

This lack of response impacted my overall experience with the platform.

Don't miss a customer inquiry ever again.

Customer Support Analyst

the email management is pretty good, trails are pretty much visible and is also cost-effective

manager customer service

The one-piece that makes it a bit more difficult is the search feature you have to make sure you are in the filter for all or you can not make a full search

database management is not that great, profile management need improvement

Associate

Ticket management is hassle-free, entire team can access & engage our customer queries.

Director

Brings all customer queries from all platforms into a single mailbox.  

E-commerce

Polished and multi-channel as well as multi-user can scale for any company.

Head of eCommerce, Americas

I just had a great interaction with Aine on their Customer Support team,  She was very responsive and quickly helped me solve the issue with our account.  

Customer Service Manager

The fact that you can take martketplaces into account. Whether it is simply to add or remove a collaborator.

Using an inbox as a ticketing software is

There was an update  and now the AI suggestions are difficult to select.  

App store integrations are simple and intuitive.

Customer Service

The "To Do" folder will say one number but then there is not that number of messages in the folder, so the information it displays isn't correct.

VP of Innovation

It did a job for us but we needed a single system to manage all customer contacts and eDesk simply wasn't as good as some of the competitor products,.

This review ask me a lot of fields and i got only a chat support.

Head of customer support 

The customer support always help us to solve our problem.

SENSITIVE CONTENT] helped me a lot to configure

customer service supervisor

I was having issues viewing my emails correctly

CS team manager

Slightly expensive compared to other tools in this space.

You will occasionally not be able to open attachments, use snippets, or copy/paste.

They claim that it is six times faster to answer emails, but it takes twice as long.

You have to close out the software sometimes to get it to refresh.

Easy to use, intuitive, great insights.  

Customer service is easy to contact and know how to help

Not particularly user friendly when compared to competitor systems.

Customer Support

Pricing

Response Templates

Multi-Channel Management

Bugs and Issues

Ease of Use

Data Management

Mid-size Business

Small Business

Freelancers

Large Enterprises

xSellco

LiveAgent

Award-winning live chat, help desk, ticketing and call center software with AI, now UP TO 75% OFF. Start for free with a 30-day trial.

The conversational AI platform for ecommerce that drives sales and resolves support inquiries through hyper-personalized, instant customer interactions.

Batch Communications

Canned Responses

Case Management

Contact Management

Customer Complaint Tracking

Customizable Branding

File Sharing

Issue Tracking

Mobile Access

Offline Form

Personalization

Proactive Chat

Quality Assurance

Real-time Consumer-facing Chat

Routing

Social Media Monitoring

Support Ticket Tracking

Survey/Poll Management

Template Management

Transfers/Routing

The Gorgias integration most frequently cited by reviewers is Shopify, an eCommerce product rated 4.9 out of 5 for its integration with Gorgias.

Integrations

By industry, Gorgias reviewers are most commonly professionals in retail (26%). The most frequent use case for Gorgias cited by reviewers is customer service (85% of reviewers).

Android

iPhone

Freshdesk

Intercom

Tidio

Starter

Basic

Advanced

Enterprise

Head of Digital

Another recurring issue we’ve experienced is how Gorgias handles email suppression: if an internal email address happens to bounce somewhere along the chain, the system may start treating that address as invalid, and the affected employee cannot be tagged in tickets until support removes the suppression manually.

Ticket management could also be smoother, since merged tickets cannot be unmerged and sometimes the merge option doesn’t appear when needed.

Being able to tag the right people directly inside a ticket also cut down on the old cycle of forwarding emails and piecing together context from multiple places.

Their marketing and product announcements are overwhelmingly Shopify‑focused, which becomes frustrating when many promoted features turn out to be Shopify‑only despite Gorgias supporting multiple platforms.

Apart from the initial phone‑number‑porting hiccup, the system has been reliable, easy to adapt as our processes changed, and has become a central part of how we manage communication day to day.

Online Customer Experience and E-Commerce Sales Manager

It’s incredibly helpful for maintaining fast response times, organizing workflows, and keeping our support process consistent and scalable as we grow.

eDesk vs Gorgias Comparison (2026)

eDesk

Gorgias

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives