Gorgias vs Zoho Desk
Gorgias and Zoho Desk, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Zoho Desk
AI help desk software made human-simple.
Best for SMB and mid-market in the Zoho ecosystem. 125,000+ businesses.
Zoho Corp 1996; Zoho Desk launched 2016. · Chennai, India.
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- Zoho DeskPer agent/mo, tiered.
- Free plan
- GorgiasNo
- Zoho DeskYes. Up to 3 agents (basic email ticketing).
- Free trial / guarantee
- Gorgias7 days, no payment.
- Zoho Desk15-day, no card.
- Price
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- Zoho DeskExpress $7/agent/mo (annual). · Standard $14; Professional $23/agent/mo (annual). · Enterprise $40/agent/mo (annual).(3rd-party)source
- Seat minimum
- GorgiasNone. Starter 3 seats; others up to 500.
- Zoho DeskFree 3 max; Standard 5 min.
- Unlimited agents
- GorgiasNo. Starter 3; others up to 500.
- Zoho DeskNo. Priced per agent.
- Implementation fee
- GorgiasNot disclosed (enterprise includes implementation).
- Zoho DeskNot disclosed. Onboarding session included.
- Transparency
- GorgiasStarter to Advanced public; Enterprise custom.
- Zoho DeskModerate. INR shown; USD via currency switch or third-party.
- Pricing last verified
- Gorgias2026-06-02
- Zoho Desk2026-06-02 (USD via third-party, verified 2026-04-24).
Channels
Where each tool can talk to customers.
- GorgiasNative
- Zoho DeskNative
- Live chat
- GorgiasNative
- Zoho DeskNative (Standard+).
- In-app messenger
- GorgiasNative (Shopify widget, no code).
- Zoho DeskNative (ASAP SDK).
- Voice
- GorgiasNative (add-on, $0.40–1.20/ticket).
- Zoho DeskVia integration (Zoho Voice separate; 15+ providers).
- SMS
- GorgiasNative (add-on, $0.41–0.80/ticket).
- Zoho DeskVia integration (Zoho Voice or marketplace).
- GorgiasNative (free to add; billable tickets).
- Zoho DeskVia integration
- Social
- GorgiasNative (Instagram, Facebook).
- Zoho DeskNative. Facebook, Instagram, X per brand (varies by plan).
- Unified inbox
- GorgiasNative
- Zoho DeskNative. 10+ channels.
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Zoho DeskIntegration. Zoho Voice separate product; 15+ third-party providers.
- Voice AI / transcription
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Zoho DeskNot disclosed. Recording supported; AI transcription not mentioned.
- Telephony billed separately
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
- Zoho DeskYes. Zoho Voice priced separately.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Zoho DeskYes. Zia Agents (4 roles). Support Specialist and Resolution Expert in Early Access; others Coming Soon.
- Copilot / Assist mode
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Zoho DeskYes. Zia: grammar/readability, quality scoring, summarization, tone, field prediction.
- Claimed automation rate
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- Zoho DeskNot disclosed.
- AI channel coverage
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Zoho DeskWebsite Answer Bot, email, IM, community. On Desk and website.
- Agentic actions (API) vs answer-only
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Zoho DeskBoth. Updates fields, triages/escalates, logs resolutions, runs blueprints.
- Knowledge sources
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Zoho DeskKB articles, past ticket history, open-domain (ChatGPT/Zia LLM).
- Underlying model
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Zoho DeskProprietary Zia LLM (Qwen 14B/30B, GLM 4.7 Flash Standard; GLM 5 Pro). BYOK OpenAI/Gemini/Claude.
- Trains on past tickets
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Zoho DeskYes. Resolution Expert analyzes history. Zoho states it does not use your data to train its models.
- Pre-deploy simulation / sandbox
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Zoho DeskNot disclosed.
- Multilingual
- GorgiasYes. Any LLM-supported language, auto-detect.
- Zoho DeskYes. 40+ languages (Zia/translation); help center 50+.
- Runs on your existing helpdesk vs native-only
- GorgiasNative only.
- Zoho DeskNative only.
- AI pricing model
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- Zoho DeskBase Zia in Enterprise tier. Zia Agents free, LLM tokens billed via Agent Wallet.
- AI unit price
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Zoho DeskZoho LLM Standard $1/M tokens (30M free/mo); Pro GLM5 $3/M (20M free).
- Copilot / Assist price
- GorgiasNo separate price (coaching included).
- Zoho DeskIncluded in Enterprise plan.
How Open.cx compares
Open.cx runs on top of Gorgias or Zoho Deskas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GorgiasSOC 2 Type II (since 2020).
- Zoho DeskSOC 2 Type 2.
- GDPR
- GorgiasYes. DPA; EU data on EU GCP servers.
- Zoho DeskYes
- HIPAA / PCI
- GorgiasSupported (enterprise compliance feature).
- Zoho DeskYes. HIPAA Type 2; Desk covered.
- SSO / SAML
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Zoho DeskYes. SAML, LDAP, ADFS; MFA.
- Data residency
- GorgiasEU data on EU GCP; broader options not disclosed.
- Zoho DeskYes. US, EU, India, AU, JP, CA, SA, UAE datacenters.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Zoho DeskNot disclosed. Zoho Marketplace plus Zoho Flow (1,000+ apps).
- Shopify depth
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Zoho DeskModerate. Free extension (2,200+ installs), auto-creates tickets, surfaces order data. One-directional.
- Open / public API
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Zoho DeskYes. REST API, OAuth 2.0; webhooks.
- Developer SDK / MCP
- GorgiasNo official SDK; developers.gorgias.com API reference.
- Zoho DeskYes. Java/iOS/Android SDKs; ASAP SDK; extensions.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Zoho DeskYes. Blueprint (drag-and-drop) plus Workflow rules.
- Triggers / automations
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Zoho DeskYes. Rule-based, time-based, field updates, alerts.
- Routing
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Zoho DeskYes. Skill-based (Enterprise), round-robin, Zia field prediction.
- Macros / canned responses
- GorgiasYes. Macros (AI-sorted), all plans.
- Zoho DeskYes. Macros; response templates.
- SLA management
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
- Zoho DeskYes. SLA policies, violation tracking, Blueprint SLA dashboard.
Collaboration
How support teams work a queue together.
- Internal notes
- GorgiasYes. @-mentions, permanent.
- Zoho DeskYes. Comments and notes.
- Collision detection
- GorgiasYes. Banner when another agent is viewing or editing.
- Zoho DeskYes. Simultaneous-open notification.
- Side conversations
- GorgiasNot disclosed
- Zoho DeskYes. TeamFeed and @mentions in ticket.
- Shared inbox
- GorgiasYes. Unified inbox.
- Zoho DeskNative. Unified, with history across handoffs.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Zoho DeskYes. Full KB, SEO, HTML/CSS portal, versioning.
- Help center
- GorgiasYes. External and internal KB.
- Zoho DeskYes. Branded portal, ASAP widget, domain mapping.
- Community forum
- GorgiasGorgias Community is product updates, not a peer-support forum.
- Zoho DeskYes. Peer-to-peer forum.
- AI answers from knowledge base
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
- Zoho DeskYes. Zia KB gap detection, article suggestions, Answer Bot.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Zoho DeskYes. 10+ built-in dashboards.
- Custom reports
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Zoho DeskYes. 30+ reports plus custom builder.
- Included in lowest tier
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- Zoho DeskBasic in Free; full depth in paid (tier breakdown unclear).
- CSAT surveys
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
- Zoho DeskYes. Happiness Ratings; automated follow-ups.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Zoho DeskTailored onboarding session for paid customers.
- Support channels
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Zoho DeskClassic (free): email 24/7 plus calls 8/5. Pro/Ent add chat. Premium/Enterprise plans 24x5/24x7.
- Dedicated CSM
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Zoho DeskYes. TAM in Enterprise Support plan (25% of subscription, 25-license min).
- Implementation partners
- GorgiasYes. App Partner program plus agencies.
- Zoho DeskYes. Global partner network.