10 Best Help Desk Software for Ecommerce of 2026

Gorgias is the help desk most closely tied to how a Shopify store actually runs. The customer profile and recent orders sit next to every ticket, and agents can create, edit, duplicate or refund a Shopify order and send a discount code from the same screen. Email, phone, live chat and Facebook, Messenger and Instagram comments on posts and ads all arrive in one queue. Pricing is the other draw: plans run from 50 to 5,000 tickets a month and are never charged per agent, so adding holiday staff costs nothing. Starter is $10 a month for 50 tickets, Basic is $60 a month or $50 on annual billing for 300 tickets, and Pro is $360 a month for 2,000. The trade-off is overage, at $0.36 to $0.40 per extra ticket, plus the AI Agent, which adds a monthly fee and $1.50 per automated interaction past the included amount. Stores outside Shopify get less depth, although WooCommerce, BigCommerce, Magento and PrestaShop are supported.

Help Scout is a general help desk, but it fits small online stores well because it is simple and cheap to start. The free plan gives five users one inbox and one Docs site, enough for a founder and a part-time helper. Standard, at $25 per user per month on annual billing, adds multiple inboxes, live chat, SMS, WhatsApp, Instagram and Messenger, multiple knowledge bases and an AI Inbox assistant, which covers the channels most shoppers use. Order context comes through apps: the directory lists Shopify, WooCommerce, Magento and Klaviyo among more than 100 tools. Plus, at $45, adds advanced workflows, round robin routing and a secure customer portal. The Envoy AI add-on resolves questions at $0.75 per resolution. Compared with Gorgias or eDesk, Help Scout has less commerce depth in the ticket itself, and per-user pricing grows with every hire. For a store with two to ten agents that wants a calm, well-built inbox, it is an easy choice.

eDesk is built for merchants who sell in many places at once. It connects Shopify, BigCommerce, Magento, WooCommerce, PrestaShop and Shopware stores along with Amazon, eBay, Walmart, Mirakl, Cdiscount and Kaufland, so marketplace buyer messages and web store emails share one inbox with the order attached. Essential costs $45 per agent per month on annual billing or $55 monthly and covers one store or marketplace with email, live chat, social messaging and rule-based automations. Growth, at $99, raises the limit to five connections and adds performance reporting and CSAT surveys, while Professional at $129 allows ten. Every plan includes the AI Agent, charged $0.99 per outcome and once per ticket, only when it replies or takes an action such as a return or cancellation. Add-ons include AI Assist at $39 per agent and Translate at $21. The main catch is the connection cap: a seller on Amazon, eBay and Shopify needs Growth, which is a steep step up from Essential.

Re:amaze packs a lot into its entry tier for online stores. Basic, at $29 per team member per month or $26.10 on annual billing, includes unlimited email inboxes, live chat, social media channels, a public and internal FAQ, workflow macros, chatbots and proactive Cues messages. The Order Bot handles order questions in the chat widget, and Re:amaze offers Shopify and BigCommerce integrations. A Starter option charges $59 a month flat for unlimited team members, capped at 500 responded conversations, which suits small teams with many part-time helpers. Pro, at $49, adds multiple brands in one account, live site visitor view, SMS and voice, and a status page. Plus, at $69, brings live screen sharing, departments, staff shifts, CSAT ratings and in-chat video calls. The AI Agent includes 5 to 20 resolutions per user each month depending on plan, then $0.85 each. It lacks the order editing depth of Gorgias, but it is good value for chat-heavy stores.

Freshdesk is a sensible low-cost help desk for stores whose questions arrive mostly by email. Growth, at $19 per agent per month on annual billing, includes ticketing, a shared inbox, a customer portal and knowledge base, threads and tasks, analytics and the Freddy AI Agent with the first 500 sessions included. A free Shopify app, published and verified by Freshworks, brings customers' recent orders into the ticket so agents can answer order questions without opening the store admin. Pro, at $55, adds multilingual support, custom dashboards, intelligent routing and multiple SLA policies, which matter once a store has a team split by language or region. Enterprise, at $89, adds skill-based routing, a sandbox and audit logs. The costs to watch are AI: Copilot drafting adds $29 per agent and extra AI Agent sessions are $49 per 100. Growth is framed around email, so stores that need chat and social in one queue should compare Gorgias, Re:amaze or Zendesk Suite.

Tidio started as a live chat widget and is now a small help desk with AI on top, and it is well suited to stores where most questions come through chat. Pricing is set by billable conversations, meaning conversations a human agent replies to, rather than by seat, and the Free, Starter and Growth plans each include ten seats. The free plan covers 50 billable conversations a month. Starter costs $24.17 a month on annual billing for 100 conversations, with live chat, ticketing, a live visitors list and operating hours, and Growth starts at $49.17 with automatic assignment, macros and advanced analytics. The Shopify integration is the main reason it belongs here: agents see cart contents and shopping history, and can cancel orders, issue refunds or change shipping addresses from the inbox. The Lyro AI Agent gets 50 free conversations, then needs its own quota. Ticketing automations wait until Plus at $300 a month, so it is a weaker fit for email-heavy teams.

Zendesk is the platform large retailers grow into. Support Team, at $19 per agent per month on annual billing or $25 monthly, covers email ticketing, routing, prebuilt dashboards, pre-written responses, customer context and automations. For ecommerce, the plan that matters is Suite Team at $55, which adds AI agents, an AI knowledge base, omnichannel routing, messaging and live chat and telephony, along with social and business channels such as Facebook, Instagram, X and WhatsApp. Suite Professional, at $115, adds advanced automation and AI-driven insights for bigger operations. Order context comes from the marketplace, which lists more than 1,800 apps, partners and integrations, so Shopify or other store data is an install rather than a built-in feature. That is the main difference from Gorgias and eDesk, where order actions are native. Zendesk also takes more setup work, and seat costs climb quickly on monthly billing. For a 30-agent team with phone and social support it is a safe choice; for a five-person store it is more than needed.

Gladly organizes support around the customer instead of the ticket. Each shopper has one Conversation Timeline that threads every past chat, call and email across channels, and the Customer Profile shows live context such as what they are browsing and what is in their cart. That makes it easier for an agent, or Gladly's AI, to answer an order question with the full history in view. The company now positions itself as an AI commerce platform: a single AI handles shopping help and service, from product recommendations to returns, so customers are not passed between a sales bot and a service bot. Voice AI, smart routing, Team Assist and reporting with AI observability round out the platform. Gladly names large brands such as Rothy's, KÜHL, Deckers Brands and Condé Nast as customers. Pricing is not published, and there is no self-serve plan, so it suits retailers with sizable support teams and a budget for a sales-led rollout rather than small stores.

Richpanel approaches ecommerce support from the self-service side. Its portal lets shoppers track orders and start returns on their own, and the returns and exchanges flows try to turn refund requests into exchanges, which keeps revenue in the business. The portal can also sit on top of Zendesk, Gorgias, Help Scout or Salesforce, so a brand can add self-service without replacing its help desk. The help desk itself handles email, live chat and social channels, with rules and automations, and the Sidekick AI auto replies to repeat questions, drafts responses and translates in both directions. A social media AI hides spam, troll and harmful comments across paid and organic posts. Richpanel offers one-click migration from the major competitors. The weak point for buyers is clarity: the pricing page we fetched shows several plan versions with different prices per user and per month, so we have not listed a figure and suggest getting a written quote. Its integration catalog is also smaller than Zendesk's or Gorgias's.

Kustomer is a customer service CRM, which means the customer record, not the ticket, sits at the center. Its timeline captures purchase history, preferences and data from other sources alongside every conversation, and custom objects let a retailer model orders, subscriptions or loyalty data in its own structure. Omnichannel messaging covers chat, email, text, voice, Slack and online forms, plus up to 50 Facebook pages, 50 Instagram accounts, five WhatsApp Business accounts and TikTok Shop. Routing, SLA management, business rules and workflows support large teams, and the platform supports up to 300 brands, which suits retail groups with many storefronts. AI features include Concierge, Architect, Envoy and Data Explorer assistants. Security is a strength, with SAML SSO, SCIM, SOC 2, ISO 27001 and GDPR listed. Kustomer does not publish prices; it asks for a short assessment and then builds a quote. Voice and WhatsApp are billed pay as you go, and some setups require an implementation fee, so it is a project, not a quick switch.