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Best help desk for ecommerce

We compare Tidio, Gorgias, Help Scout, Freshdesk, HubSpot Service Hub, Intercom, Front and Zendesk for online stores on true cost with AI on, billing model, channels and AI agents.

By the help-desk.reviews teamPublished 19 September 2026Updated 19 September 2026Prices and figures verified 18 September 2026

Gorgias is the best help desk for most Shopify stores, even though it does not top our general ranking: it is priced by ticket rather than by agent, puts order data in the inbox, and its AI agent can handle refunds, cancellations and address changes. Help Scout and Freshdesk score higher on our rubric and are cheaper for stores with high ticket volume and few agents.

Ecommerce support is seasonal and volume-driven, so the billing unit matters more than the plan name. Seat-priced tools get expensive when you add temporary staff for peak season; ticket-priced Gorgias gets expensive when volume spikes. Every AI Agent interaction at Gorgias also uses up a plan ticket. See per-seat vs per-resolution pricing and our rubric.

Quick picks

  • Best value for small stores, up to 10 agents: Tidio — 10 seats in one plan price from US$24.17 a month, Shopify and WooCommerce integrations with native Shopify actions on Growth, and conversations its Lyro AI agent resolves alone are not billed against the plan.
  • Shopify store: Gorgias — order actions in the inbox and no charge per agent.
  • Small store, mostly email: Help Scout — US$25 per user and AI billed only per resolution.
  • Phone, WhatsApp and EU hosting: Freshdesk — Freshdesk Omni from US$29 per agent.
  • High-volume, many channels: Zendesk — native phone, messaging and social, at a price.

The ranking

1

Help Scout

Small teams that work mainly in email8.3
Price from
US$25 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
Yes
EU data hosting
No

Help Scout is a shared inbox, live chat widget and knowledge base for small and mid-size support teams. Paid plans start at US$25 per user per month on annual billing, there is a free plan for up to 5 users, and its customer-facing AI agent costs US$0.75 per resolution with no charge when the customer still needs a person.

A cheaper choice for small stores that answer mainly by email, with AI charged US$0.75 only when it resolves.

The catch: Data is hosted in the United States only, and the prices on the pricing page are annual-billing prices: paying monthly costs US$30 instead of US$25 on Standard.

True cost at 10 agents (Plus): US$450 a month for seats alone, US$825 a month with AI switched on.

Read the review · Pricing explained · Alternatives

2

Tidio

Online stores and other small teams of up to ten agents that also want support to generate sales, through in-chat product recommendations8.9
Price from
US$24.17 per month
Pricing model
Per ticket volume
Free plan
Yes
EU data hosting
Yes

Tidio is a customer service suite for small ecommerce teams: ticketing and an email inbox, live chat, the rule-based Flows chatbot and the Lyro AI agent. It does not charge per agent. Every self-serve plan is a flat price for the whole project that includes 10 seats, and the plan is chosen by how many conversations a human answers: Starter is US$24.17 a month for 100 of them, and Growth runs from US$49.17 for 250 up to US$290.83 for 2,000, on annual billing. Lyro is bought separately, in prepaid monthly packs from US$32.50.

The catch: Three meters run at once and none of them covers the others: billable human conversations, Lyro conversations and Flows visitors are bought separately. Worse, the conversation cap is a wall, not a bill - once the month's allowance is used, agents cannot see or answer new messages until the quota resets or you upgrade. And every self-serve plan stops at 10 seats.

Read the review · Pricing explained

3

Freshdesk

Budget-conscious teams that want EU hosting and a cheap per-agent entry price8.0
Price from
US$19 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Freshdesk is Freshworks' help desk, sold in two versions: standalone Freshdesk for email ticketing, and Freshdesk Omni, which adds chat, phone and messaging. Freshdesk starts at US$19 per agent per month on annual billing and Omni at US$29. The Freddy AI Agent is sold in packs of 100 sessions for US$49, and a session is charged whether or not the AI solves the customer's problem.

Freshdesk Omni adds chat, phone and WhatsApp from US$29 per agent, with EEA hosting chosen at sign-up.

The catch: Freddy AI Agent sessions are used up whether or not the issue gets resolved, and the price per session is now several times what Freshworks' own June 2025 price list showed: US$49 per 100 sessions, against US$100 per 1,000 then.

True cost at 10 agents (Freshdesk Pro): US$550 a month for seats alone, US$1,085 a month with AI switched on.

Read the review · Pricing explained · Alternatives

4

HubSpot Service Hub

Teams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing7.5
Price from
US$7 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
Yes
EU data hosting
Yes

HubSpot Service Hub is the customer service part of HubSpot's CRM: ticketing, shared inboxes, live chat, calling, a knowledge base and a customer portal, all on the same contact records as HubSpot's marketing and sales tools. Seats cost US$7 (Starter), US$90 (Professional) and US$150 (Enterprise) per seat per month on an annual commitment. Professional and Enterprise also require one-time onboarding at US$1,500 and US$3,500. The Breeze Customer Agent costs US$0.50 per resolved conversation, paid in HubSpot Credits.

Useful when the store's marketing already runs on HubSpot, so support tickets sit on the same customer records.

The catch: The advertised prices leave things out. Professional and Enterprise need one-time onboarding (US$1,500 and US$3,500), the Starter price of US$7 assumes an annual commitment against US$20 month to month, and the included credits cover only about 60 AI resolutions a month on Professional. If you hold other HubSpot hubs at a higher tier, every Core Seat is priced at that tier.

True cost at 10 agents (Professional): US$900 a month for seats alone, US$1,120 a month with AI switched on.

Read the review · Pricing explained

5

Gorgias

Shopify and other ecommerce brands with many agents and moderate ticket volume7.4
Price from
US$10 per month
Pricing model
Per ticket volume
Free plan
No
EU data hosting
Yes

Gorgias is a help desk built for online stores, above all Shopify stores, with order data in the inbox and an AI agent that can handle refunds, cancellations and address changes. It is priced by billable tickets a month rather than per agent. Basic costs US$50 a month for 300 tickets, Pro US$300 for 2,000 and Advanced US$750 for 5,000, on annual billing. The AI Agent costs US$0.90 per automated interaction, and each of those interactions also uses up one of your plan's tickets.

Built for online stores: Basic is US$50 a month for 300 tickets with no per-agent charge, and the AI Agent costs US$0.90 per automated interaction.

The catch: Every conversation the AI Agent handles is billed twice: once as an automated interaction at US$0.90 and once as a helpdesk ticket against your plan's allowance. Beyond the interactions included in your plan, the AI rate rises to US$1.50.

True cost at 10 agents (Pro): US$480 a month for seats alone, US$930 a month with AI switched on.

Read the review · Pricing explained

6

Intercom

Software and online businesses that want a customer-facing AI agent at the centre of support6.9
Price from
US$29 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Intercom is a help desk with a shared inbox, ticketing, live chat Messenger, help centre, native phone, SMS and WhatsApp, built around its Fin AI agent. Seats start at US$29 per agent per month on annual billing, Fin costs US$0.99 per outcome with no included allowance, and unlimited Copilot for agents is US$29 per agent. The company behind it renamed itself Fin on 12 May 2026, while the help desk keeps the Intercom name, and Salesforce has signed an agreement to acquire it that had not closed when we last checked.

Suits online businesses that want the Fin AI agent to answer most chats, at US$0.99 per outcome.

The catch: Fin charges US$0.99 per outcome, and since March 2026 an outcome includes a configured handoff to a human, not only a resolution. A conversation Fin passes to your team through a Procedure you set up is billed even though a person still has to answer it.

True cost at 10 agents (Advanced): US$850 a month for seats alone, US$1,635 a month with AI switched on.

Read the review · Pricing explained · Alternatives

7

Front

Small and mid-size operations and account teams that work mainly in email6.8
Price from
US$25 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Front is a shared inbox and ticketing tool built for teams that live in email, such as logistics, travel and B2B services. Plans cost US$25, US$65 and US$105 per seat per month on annual billing. Copilot adds US$20 per seat below Enterprise, and the Autopilot AI agent is charged per conversation by what it achieved: US$0.05 to triage, US$0.39 to hand off and US$0.89 to resolve.

Fits stores whose support runs through shared email with suppliers and couriers, less so chat-heavy storefronts.

The catch: Seat caps push growing teams up a tier: Starter stops at 10 seats and Professional at 50, beyond which Enterprise is the only option at US$105 per seat, annual only. Payments are non-refundable and removed seats keep being billed until the next term.

True cost at 10 agents (Professional): US$650 a month for seats alone, US$1,295 a month with AI switched on.

Read the review · Pricing explained

8

Zendesk

Mid-size and enterprise teams that need phone, messaging and email in one tool5.2
Price from
US$19 per agent per month
Pricing model
Per seat, plus AI usage
Free plan
No
EU data hosting
Yes

Zendesk is a help desk for mid-size and large support teams that covers email, messaging, live chat, phone, WhatsApp, social channels and a help centre in one suite. Omnichannel plans start at US$55 per agent per month on annual billing, the Copilot agent-assist add-on costs US$50 per agent and must be bought for every seat, and AI agents are billed per automated resolution under rules that Zendesk's own pricing page and help centre currently describe differently.

Covers phone, messaging, WhatsApp and social in one suite for large retail teams, but costs the most here once Copilot is added.

The catch: Copilot cannot be licensed for a subset of agents: once it is on, every Suite Professional seat costs US$115 plus US$50. And the per-resolution price of AI agents under the billing model in force since May 2026 is not published.

True cost at 10 agents (Suite Professional): US$1,150 a month for seats alone, US$2,250 a month with AI switched on.

Read the review · Pricing explained · Alternatives

Comparison table

ProductScorePricing modelPrice fromFree planEU data hostingGermanSpanishBest for
Help Scout8.3Per seat, plus AI usageUS$25 per agent per monthYesNoNot documentedNot documentedSmall teams that work mainly in email
Tidio8.9Per ticket volumeUS$24.17 per monthYesYesNot documentedYesOnline stores and other small teams of up to ten agents that also want support to generate sales, through in-chat product recommendations
Freshdesk8.0Per seat, plus AI usageUS$19 per agent per monthNoYesYesYesBudget-conscious teams that want EU hosting and a cheap per-agent entry price
HubSpot Service Hub7.5Per seat, plus AI usageUS$7 per agent per monthYesYesYesYesTeams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing
Gorgias7.4Per ticket volumeUS$10 per monthNoYesNot documentedNot documentedShopify and other ecommerce brands with many agents and moderate ticket volume
Intercom6.9Per seat, plus AI usageUS$29 per agent per monthNoYesYesYesSoftware and online businesses that want a customer-facing AI agent at the centre of support
Front6.8Per seat, plus AI usageUS$25 per agent per monthNoYesNoNoSmall and mid-size operations and account teams that work mainly in email
Zendesk5.2Per seat, plus AI usageUS$19 per agent per monthNoYesYesYesMid-size and enterprise teams that need phone, messaging and email in one tool

True cost at 3, 10 and 50 agents

seats only with AI on

3 agents · Entry tier

HubSpot Service Hub
US$21US$21
Freshdesk
US$57US$155
Help Scout
US$75US$188
Tidio
US$133US$199
Front
US$75US$269
Intercom
US$87US$323
Gorgias
US$230US$365
Zendesk
US$165US$368

3 agents: 750 tickets a month, 150 of them resolved by AI, agent-assist add-on on for every agent.

10 agents · Mid tier

Tidio
No public price
Help Scout
US$450US$825
Gorgias
US$480US$930
Freshdesk
US$550US$1,085
HubSpot Service Hub
US$900US$1,120
Front
US$650US$1,295
Intercom
US$850US$1,635
Zendesk
US$1,150US$2,250

10 agents: 2,500 tickets a month, 500 of them resolved by AI, agent-assist add-on on for every agent.

50 agents · Mid tier

Help Scout
US$2,250US$4,125
Freshdesk
US$2,750US$5,425
Gorgias
US$3,450US$5,700
HubSpot Service Hub
US$4,500US$5,720
Front
US$3,250US$6,475
Intercom
US$4,250US$8,175
Zendesk
US$5,750US$11,250
Tidio
Growth is capped at 10 seats

50 agents: 12,500 tickets a month, 2,500 of them resolved by AI, agent-assist add-on on for every agent.

Estimates from vendors' published USD list prices with annual billing, verified on the date shown on this page. Taxes, discounts, onboarding fees and telephony usage are not included.

Help desk true-cost calculator

How to choose

If you run a Shopify store with several agents and a moderate number of tickets, pick Gorgias. Seats are free, so adding seasonal staff costs nothing, but check your monthly ticket count against Basic's 300 and Pro's 2,000.

If your ticket volume is high compared with your headcount, a seat-priced tool will usually cost less. Pick Help Scout for email-first stores or Freshdesk if you need phone and WhatsApp.

If you want an AI agent to handle most first contacts, compare Intercom at US$0.99 per outcome with the Gorgias AI Agent at US$0.90 per interaction, remembering that Gorgias also counts each AI interaction as a ticket.

If you already run on Zendesk, read Gorgias vs Zendesk before renewing; Gorgias documents an importer for Zendesk history.

Verdict

Gorgias is the default for Shopify and other ecommerce brands with several agents. Ignore it if your store handles a high volume of tickets with a small team, or sells mostly B2B, where Help Scout or Freshdesk will cost less.

For buyers in the United Kingdom

A help desk holds your customers' personal data, so UK GDPR requires a written contract with the vendor. Hosting outside the UK, including in the EU, is a restricted transfer that needs its own safeguard. And since 19 June 2026 you must let people complain about how you use their data and acknowledge each complaint within 30 days.

Most vendors publish prices in US dollars. Zendesk, Freshdesk and Zoho Desk also publish their own sterling price lists, which our pricing pages show alongside; we never convert currencies. List prices exclude VAT. Each review states whether the product offers EU and UK data hosting.

Help desk software and data protection law in the United Kingdom

Frequently asked questions

What is the best help desk for Shopify?

Gorgias is built around Shopify, with order data in the inbox and an AI agent that can issue refunds and change addresses. It is priced by ticket: Basic is US$50 a month for 300 tickets on annual billing, with no charge per agent.

Why does Gorgias rank below Help Scout and Freshdesk?

Our rubric scores products for all buyers, and Gorgias loses points because it documents no agent-assist AI and assigns the hosting region by merchant location rather than letting you choose. For a Shopify store those points may matter less than its order integrations. See how we review.

How does Gorgias bill for its AI Agent?

The AI Agent costs US$0.90 per automated interaction on annual billing, and each interaction also counts as one of your plan's billable tickets. A store that automates many conversations pays twice for each of them.

Is per-ticket or per-agent pricing cheaper for an online store?

Per-ticket pricing is cheaper when many agents handle a modest volume, for example with seasonal staff. Per-agent pricing is cheaper when a few agents handle many tickets. Test both with your own numbers in the true-cost calculator.

Keep reading

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This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: How we review