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eDesk vs Gorgias Comparison (2026)

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eDesk

Gorgias

Overview

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.

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

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Platforms supported

Web-based
iPhone app
Android app
Windows Phone app

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Customer support

Phone
Online
Knowledge base
Video tutorials

view more detailsview details

Video & Screenshots

Pricing

Starting from

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

Starting from

Per month

Free trial available
Credit cardless trial
Free account
Subscription based

User reviews

4.4

Value for money

Ease of use

Features

Customer support

69%

would recommend this app

4.6

135

Value for money

Ease of use

Features

Customer support

86%

would recommend this app

Pros

“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. .”

Loic D.

European Sales Manager

“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.”

Frank C.

CEO

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

Viktor K.

Manager

Pros

“You can see order history, issue refunds, and edit orders directly inside a ticket without switching tabs.”

Darren Y.

Sr Manager, Digital Marketing

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

Frank A.

Head of Digital

“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.”

Frank A.

Head of Digital

Cons

“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.”

Jake S.

Partnet

“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.”

Jake S.

Partnet

“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.”

Frank C.

CEO

Cons

“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.”

Frank A.

Head of Digital

“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.”

Frank A.

Head of Digital

“This has happened a handful of times over the years, and while support usually fixes it within a day, a recent incident took almost three weeks to resolve, creating real inconvenience for us.”

Frank A.

Head of Digital