10 Best Help Desk Software for Ecommerce of 2026

Gorgias is the help desk most closely shaped around how an online store answers customers. The Shopify integration puts the order, customer and product next to every message, and agents can cancel an order, apply a discount or upsell without leaving the ticket. Email, chat, SMS, WhatsApp, Instagram and Facebook arrive in one inbox, and the AI Agent is pitched at the questions stores see most: where is my order, returns and product advice. Pricing is the other difference. Plans are sold by monthly ticket volume, from Starter at $10 a month for 50 tickets to Advanced at 5,000 tickets, and Basic and above include 500 user seats, so adding helpers for a holiday rush does not raise the bill. The trade-off is that volume spikes do, at $0.40 per ticket past the limit on the lower plans, and AI resolutions are billed per automated interaction on top. Stores on Magento need Pro. For a Shopify brand that wants support and selling in one place, it is the strongest fit we compared.

Richpanel is built around the idea that most ecommerce tickets should never reach an agent. The Self-Service Portal, listed as a free add-on, gives shoppers a branded help center with order tracking and cancel flows, and the Customer Service AI resolves refunds, order tracking, cancellations and subscription changes at $0.20 per AI-handled conversation. The agent inbox brings email, live chat, SMS, phone, Facebook, Instagram and WhatsApp together with order data and a customer timeline, plus macros, round robin assignment and multilingual support. Reporting covers revenue from agents, which helps stores that treat support as a sales channel. The price is the catch for small shops: Pro is $69 per agent per month and every subscription is a yearly contract. Several order flows, including edit order and returns and exchanges, are still marked Coming Soon. For a subscription brand with real ticket volume and a plan to deflect it, Richpanel is a strong alternative to Gorgias.

Re:amaze covers what a small online store needs without the higher price of ecommerce-only tools. The Basic plan at $29 per team member per month includes unlimited email inboxes, live chat, social media channels, a public and internal FAQ, macros, chatbots and proactive Cues, and the AI Agent comes with five resolutions per user each month before charging $0.85 per extra resolution. An Order Bot handles order lookups in chat, and the live dashboard shows what shoppers are browsing so an agent can step in before a cart is abandoned. Shopify and BigCommerce integrations bring customer data into conversations. Two points push some stores up a tier: managing several brands in one account and adding SMS or voice both need Pro at $49. The Starter flat rate is unusual and useful, at $59 a month for unlimited team members as long as you stay under 500 responded conversations. For a store with modest volume that wants chat and help desk together, it is the best value here.

eDesk is the pick for stores that sell in more places than their own website. It connects marketplaces such as Amazon, eBay, Walmart and Mirakl alongside Shopify, Magento, BigCommerce, WooCommerce and TikTok Shop, and every message arrives in one mailbox with order details, product information, pricing and shipping updates attached. Shipping and operations tools such as Aftership, ShipStation, Veeqo and Linnworks are listed among more than 300 integrations, which helps with the delivery questions that dominate marketplace inboxes. The AI Agent is included on every plan and billed at $0.99 per outcome, only when it answers or acts. The costs add up for small teams. Essential is $45 per agent per month billed annually and covers a single store or marketplace, and connecting five channels needs Growth at $99. AI drafting and translation are separate add-ons. For a seller juggling Amazon messages, eBay questions and Shopify returns, the channel coverage is worth the price.

Freshdesk is not an ecommerce-only help desk, but it handles store support well at a low price. The Growth plan at $19 per agent per month, billed annually, includes ticketing, a customer portal and knowledge base, threads and tasks, and Freddy AI Agent with the first 500 sessions included. The free Shopify app published by Freshworks shows a customer's recent orders, payment status and shipping information inside the ticket, and agents can cancel orders or issue full or partial refunds, including refunds that exclude shipping. It can link several stores, and canned responses can insert the order number or status. A WooCommerce connector and a separate Shopify action set for AI Agents are also in the marketplace. The limits are that ecommerce depth comes from apps, so it feels less native than Gorgias, and intelligent routing and multiple SLA policies wait on Pro at $55. Day passes at $2 help stores that bring in extra hands during sales.

Help Scout suits stores where support still looks like email. Conversations read like a personal inbox rather than a ticket queue, which keeps training short for owners and part-time helpers, and the free plan covers five users, one Inbox and one Docs site. Standard at $25 per user per month adds multiple Inboxes, live chat and SMS, WhatsApp, Instagram and Messenger, multiple knowledge bases and basic workflows. For store data, the app directory has an Ecommerce category with Shopify, Magento and Klaviyo, and Help Scout promotes viewing order status and giving refunds without leaving the inbox. Envoy, the AI add-on, is billed at $0.75 per resolution. Compared with Gorgias or Richpanel, the ecommerce layer is thinner: there are no built-in order flows or self-service portal for returns on Standard, and the secure customer portal and round robin routing sit on Plus at $45. For a store that values a calm, simple inbox over automation, it is a comfortable choice.

Tidio is the easiest way for a small store to start answering shoppers in real time. It began as live chat and now adds a help desk, the Lyro AI Agent and Flows automations, and its Shopify features are practical: agents see what a visitor has in the cart, can read their order history and can cancel orders, offer refunds or change shipping addresses without leaving the inbox. More than 40 no-code templates handle product recommendations, cart recovery and discount offers. There is a permanent free plan, and Starter costs $24.17 a month billed annually for the whole account rather than per agent, which suits a one or two person shop. Limits are where costs appear. Starter includes 100 billable conversations, Growth starts at $49.17 for 250, and Lyro AI conversations are bought separately past the included amount. The ticketing side is lighter than Gorgias or eDesk, so stores with heavy email volume may outgrow it. For a young Shopify store, it is the lowest-risk start.

Zendesk brings the most complete platform to ecommerce support, but you pay for it in setup and seat price. Its retail offering points AI agents at the usual online store traffic, including where is my order, returns, exchanges and inventory checks, and those agents can take approved actions on orders and returns before handing off to a person. Suite Team at $55 per agent per month paid yearly adds messaging, live chat, telephony, omnichannel routing and the AI Knowledge Base, and Suite Professional at $115 brings skills-based routing and an IVR phone tree. Store, order and fulfillment data connects through apps, APIs and the Zendesk Marketplace rather than a built-in store link. The $19 Support Team plan is cheap but email and ticketing only, so most stores land on Suite Team. Compared with Gorgias, everyday ecommerce work takes more configuration. For a retailer with large teams, several brands or in-store support as well, Zendesk scales furthest.

Gladly is aimed at large retail brands that want customer service and selling to share one system. Instead of tickets, each customer has a single lifelong conversation and a profile with purchase history and preferences, so an agent or the AI sees every past chat, email, text and call. Gladly AI answers on chat, email, SMS and voice, can process a refund or cancel an order in the thread, and hands off with full context when a person is needed. On the commerce side, shoppers can get product picks based on past orders and pay with a secure card form inside the chat, with revenue reported by team and agent. Routing, QA, workforce management and reporting are in the same workspace, and it can run alongside an existing Zendesk or Salesforce help desk. Gladly does not publish pricing, and its scope is more than a small online store needs. For a brand with a sizable contact center, it is a serious option.

Kustomer treats customer service as a CRM problem. Every interaction sits on a customer timeline backed by custom objects, tasks and attributes, so a brand can model orders, subscriptions or loyalty status the way its business works. Messaging covers chat, email, text, voice, Slack and online forms, with Facebook, Instagram, WhatsApp and TikTok Shop listed as channels. Concierge handles complex requests with AI using full customer context, Envoy assists human reps, and SLA management, business rules and smart routing are part of the platform. Kustomer says more than 600 B2C and B2B companies use it. The drawbacks for a typical online store are cost and effort: there is no public pricing, quotes come after an assessment and a call, and some configuration may need a statement of work and an implementation fee. It belongs on the shortlist for larger brands moving off Zendesk that want deep customization, not for a small shop.