6 Best Helpdesk Software for Online Stores (2026): Ecommerce Focused

Running an online store means handling order questions, shipping issues, and returns daily. Without order context in your helpdesk, every ticket requires manually looking up purchases — wasting time and frustrating customers.

These 6 helpdesk options integrate with major ecommerce platforms, showing order data, tracking numbers, and purchase history right in the ticket view.

Quick Picks

1. Tidio — Best for Multi-Platform Online Stores

Tidio integrates with Shopify, WooCommerce, BigCommerce, and Magento. Wherever you sell, Tidio pulls order data into chat and tickets.

The standout feature is cart abandonment recovery. When customers leave items in their cart, Tidio can automatically message them — turning abandoned carts into sales.

What works: Flat pricing means predictable costs regardless of agent count. Beautiful chat widget integrates seamlessly with any store theme.

The catch: Email ticketing feels secondary to chat. If most support comes via email, dedicated helpdesk tools handle it better.

Pick Tidio if: You sell on multiple platforms and want unified chat + ticketing with predictable pricing.

2. Zendesk — Best for High-Volume Online Stores

Zendesk's ecommerce integrations are bulletproof. Order data syncs reliably even at high volumes. When you're processing 500+ orders daily, this reliability matters.

The platform scales from 1 to 1,000+ agents. Start small and grow without switching platforms.

What works: Enterprise-grade reliability. Extensive app marketplace. API for custom integrations.

The catch: Per-agent pricing gets expensive as you grow. Ecommerce features are functional but not as deep as specialized tools.

Pick Zendesk if: You're doing serious volume and need infrastructure that won't break.

3. Freshdesk — Best Budget Option

Freshdesk's free plan includes ecommerce integration. Small online stores can run entirely on the free tier, with order data appearing in tickets at zero cost.

When you need more features, the Growth plan at $15/agent adds automations, custom fields, and SLA tracking — still cheaper than competitors.

What works: Free tier actually works for real stores. Upgrade path is clear and affordable.

The catch: Order sync is read-only. Agents can see order status but can't process refunds or cancellations from Freshdesk.

Pick Freshdesk if: You're budget-conscious but need reliable ecommerce integration.

4. Gorgias — Best for Shopify Stores

Gorgias is purpose-built for ecommerce — specifically Shopify. The integration goes beyond data display: agents can actually process refunds, cancel orders, and issue store credit directly from tickets.

This saves massive time. Instead of "I'll pass this to our team," the agent handles it immediately.

What works: Deepest Shopify integration available. Instagram and Facebook DMs become tickets automatically.

The catch: Shopify-only (mostly). Ticket-based pricing means costs rise with volume.

Pick Gorgias if: You run Shopify and want to handle order actions inside your helpdesk.

5. Intercom — Best for Complex Products

Online stores selling complex products (software, courses, subscriptions) benefit from Intercom's proactive messaging. Product tours guide users through setup. In-app messages reach customers before they contact support.

This proactive approach reduces ticket volume while improving customer satisfaction.

What works: Beautiful messenger, product tours, and behavior-based messaging that prevents tickets.

The catch: Expensive ($74/month starting) and overkill for simple product stores.

Pick Intercom if: You sell complex products and want proactive user engagement.

6. HubSpot — Best for B2B Online Stores

B2B online stores have different needs. Orders are larger, sales cycles longer, and relationships matter more. HubSpot connects support tickets to the CRM, showing agents contract values and deal history.

When a $50K customer emails about an issue, agents know to prioritize appropriately.

What works: Unified CRM and support context. Support agents see the full customer relationship.

The catch: More complex than pure helpdesk tools. Overkill for B2C retail.

Pick HubSpot if: You do B2B ecommerce and need CRM-connected support.

Platform Integration Matrix

What Real Users Say About Tidio

Overall sentiment: Tidio receives positive reviews for its user-friendly interface and AI chatbot Lyro at competitive pricing, though users criticize automatic plan upgrades and limited widget customization.

What users consistently praise:

Capterra and SoftwareAdvice reviews highlight Tidio's intuitive dashboard that new agents learn quickly, with one user noting "options of free plans as well, AI chatbot automation, real time visitor monitoring." SoftwareReviews validates praise for reliability and unique features. The Lyro AI bot receives specific mention for automating responses, though users note its learning remains limited to websites and FAQs rather than broader knowledge bases. Ecommerce store owners on Reddit report setup taking "minutes" with easy backend navigation.

Recurring complaints:

Trustpilot reviews document concerns with unresponsiveness from support teams and lack of clear explanations for account issues. Voiceflow notes add-ons and branding removal "can be expensive for AI agencies and small businesses." Reddit r/WordpressPlugins users criticize limited widget customization — "you can only change simple things like fonts and background color" — and mobile app logout issues requiring frequent re-authentication. The separation between Lyro AI and rule-based chatbots creates confusion about which automation to use.

The non-obvious takeaway:

Trustpilot data reveals a pattern where long-term Tidio users ("from the very beginning") express disappointment with recent changes, describing the company as evolving from "a promising new startup with smooth, user-friendly, and reliable software" to a more corporate entity with support quality decline — suggesting growth-stage struggles that affected core user experience for early adopters.

Sources: Capterra, SoftwareAdvice, SoftwareReviews, Trustpilot, Voiceflow, Reddit. Data aggregated February 2026.

What Real Users Say About Zendesk

Overall sentiment: Zendesk maintains a 4.2/5 rating on G2 but only 3.8/5 on Trustpilot, with enterprise users praising scalability while small teams criticize hidden costs and complexity starting at $19/agent/month.

What users consistently praise:

TechRadar and Hiver reviews emphasize multi-channel support capabilities and robust ticketing management as primary strengths. Enterprise users on Reddit (midsized software companies) specifically value the employee service portal for IT requests and incident management features. The automation tools and omnichannel integration receive consistent positive mentions across review platforms for handling complex support workflows at scale.

Recurring complaints:

Trustpilot reviews (December 2025) reveal frustration with Zendesk's own customer support responsiveness, creating irony given the platform's purpose. Multiple users cite "hidden costs" and complex setup as barriers, with pricing concerns particularly acute for teams under 10 agents. Reddit discussions in r/Zendesk highlight limitations as an ITSM tool, with users noting restricted views and poor CSV export functionality for technical support use cases.

The non-obvious takeaway:

A pattern emerging across Reddit and Trustpilot shows that Zendesk's enterprise-focused pricing (plans exceeding $100/agent with add-ons) creates a "mid-market gap" — growing companies between 15-50 agents frequently seek alternatives not for missing features, but because they're paying enterprise prices without receiving enterprise-grade support responsiveness from Zendesk itself.

Sources: TechRadar, Hiver, Trustpilot, Reddit, G2. Data aggregated February 2026.

What Real Users Say About Freshdesk

Overall sentiment: Freshdesk averages 4.1/5 on G2 with an 89 Net Emotional Footprint score on SoftwareReviews, with users praising value at $19-$69/agent while criticizing support responsiveness and recent UX changes.

What users consistently praise:

PCMag and Research.com reviews highlight real-time analytics and CRM integration as standout features, with managers specifically citing live call monitoring and performance metrics for coaching. The Pro plan at $69/agent (annually) unlocks capabilities like custom fields and round-robin assignment that users compare favorably to Zendesk's higher pricing. Freddy AI's automated ticket summarization receives consistent praise for handling long conversation threads efficiently, saving agents from reading "novel-length" tickets.

Recurring complaints:

Trustpilot reviews (1-2 star ratings from December 2025) express frustration with customer service responsiveness and recent interface updates removing functionality like WhatsApp reply capabilities without warning. Reddit users in r/CRM and r/msp report steep learning curves and continuous "challenges" during implementation. Enterprise users note the $79-$119/agent Enterprise plan pricing creates sticker shock despite competitive positioning against Zendesk.

The non-obvious takeaway:

Trustpilot data reveals a correlation between negative reviews and recent pricing changes, with multiple users citing refund policy disputes and billing surprises — suggesting Freshdesk's transition from startup-friendly pricing to enterprise tiers created a cohort of disillusioned early adopters who feel abandoned as the platform matured and moved upmarket.

Sources: PCMag, Research.com, SoftwareReviews, Trustpilot, Reddit, G2. Data aggregated February 2026.

What Real Users Say About Gorgias

Overall sentiment: Gorgias receives mixed reviews for its ecommerce-focused helpdesk with ticket-based pricing starting at $10/month, praised for Shopify integration but criticized for aggressive sales tactics and unpredictable costs at scale.

What users consistently praise:

PCMag and Hiver reviews emphasize Gorgias's deep Shopify integration as its primary differentiator, enabling agents to view order details, process refunds, and trigger upsell emails directly from tickets. The centralized inbox combining email, chat, SMS, and social media receives consistent praise from ecommerce store owners. Research.com notes the Advanced plan at $750/month for 5,000 tickets includes dedicated account management that enterprise users value. Mobile app functionality allows store owners to manage customer inquiries on-the-go during high-traffic sales periods.

Recurring complaints:

Trustpilot reviews (May 2025) document aggressive sales outreach that multiple users describe as "harassment," with one reviewer noting they "told them multiple times we're not interested" yet outreach continued. The ticket-based pricing model creates unpredictability — Hiver notes "ticket-based pricing can be unpredictable" with volume spikes causing unexpected billing. Analytics receive criticism for being "too technical for frontline teams" according to Hiver reviews. Performance reportedly slows at high volumes during flash sales and holiday periods.

The non-obvious takeaway:

Trustpilot data reveals a correlation between negative reviews and Gorgias's expansion beyond Shopify — users who adopted the platform for its Shopify-native features express frustration when support quality declined as the company pursued broader ecommerce platform support, suggesting growing pains from platform expansion that affected core customer experience.

Sources: PCMag, Hiver, Research.com, Trustpilot, Featurebase. Data aggregated February 2026.

What Real Users Say About Intercom

Overall sentiment: Intercom receives mixed reviews with praise for AI capabilities but criticism for pricing exceeding $100/agent/month and slow support response times, particularly following the shift to AI-first positioning.

What users consistently praise:

Headwestguide and Sparrowdesk reviews highlight Intercom's comprehensive customer interaction platform, with the Messenger serving as a centralized hub for personalized communication. The Fin AI chatbot receives specific praise for resolving up to 50% of support queries autonomously. Integration capabilities with major CRMs and the visual workflow builder satisfy teams wanting sophisticated automation. Enterprise users value the omnichannel approach combining in-app messaging, email, and chat into unified customer profiles.

Recurring complaints:

Trustpilot reviews document frustration with slow support response times — ironic given Intercom's positioning as a support platform. Pricing criticism dominates recent reviews: Featurebase notes costs often exceed $100/seat/month with hidden AI resolution fees ($0.99 per AI resolution adds ~$1,000/month at 1,000 automated inquiries). Chameleon and Reddit r/SaaS users report aggressive pricing hikes and complex seat-based licensing that forces "awkward access patterns" where teams limit logins despite needing broader visibility. Recent updates prioritizing AI over traditional support features alienated some long-term users.

The non-obvious takeaway:

Reddit r/ProductManagement discussions reveal a pattern where Intercom's AI-first pivot created a bifurcated user base — companies wanting advanced automation praise the direction while those needing reliable traditional support express betrayal, suggesting Intercom's strategic shift satisfied one market segment while abandoning another without clear communication.

Sources: Headwestguide, Sparrowdesk, Trustpilot, Featurebase, Chameleon, Reddit. Data aggregated February 2026.

What Real Users Say About HubSpot Service Hub

Overall sentiment: HubSpot Service Hub holds a 4.3/5 rating on G2 with 313 mentions praising ease of use, but faces criticism for pricing starting at $90/agent/month and slow customer support response times.

What users consistently praise:

G2 reviews emphasize the platform's user-friendly interface with "exceptional" ease of use streamlining customer support workflows. The all-in-one CRM integration — connecting marketing, sales, and service data — receives consistent praise from teams wanting unified customer views. Lagrowthmachine notes the free CRM tier includes unlimited users, providing genuine value for startups testing the platform. Automation capabilities and comprehensive reporting tools satisfy teams needing sophisticated workflow management without technical complexity.

Recurring complaints:

Trustpilot reviews (January 2026) document significant customer service issues, with one user describing "unprofessional, disrespectful" support interactions when trying to resolve plan issues. Pricing escalates quickly — Tldv.io and Featurebase note the steep costs when scaling, with Marketing + Service Hub Professional reaching $3,500-$4,500/month compared to best-of-breed alternatives at $900-$1,400. The learning curve for beginners remains substantial despite the intuitive interface. Integration troubleshooting with third-party tools creates frustration according to SmartBugMedia reviews.

The non-obvious takeaway:

Reddit r/hubspot discussions reveal a common pattern where companies adopt Service Hub for its CRM integration but later face "suite lock-in" — the convenience of unified data makes migrating individual components (service, marketing, sales) prohibitively expensive and complex, effectively trapping growing companies in pricing tiers that outpace their budget.

Sources: G2, Lagrowthmachine, Trustpilot, Tldv.io, Featurebase, Reddit. Data aggregated February 2026.

The Bottom Line

Choose Tidio for multi-platform stores wanting flat pricing. Go with Zendesk for high-volume reliability. Pick Freshdesk for budget-conscious stores. Use Gorgias for deep Shopify integration. Try Intercom for complex products. Select HubSpot for B2B stores.

The right tool depends on your platform, volume, and whether you need simple support or proactive engagement.

Related Articles

• Zendesk vs Freshdesk — Feature comparison
• How to Choose Helpdesk Software — Selection framework
• Best Helpdesk for Small Business — Top picks

Frequently Asked Questions

Which helpdesk works with my ecommerce platform?

Tidio supports the most platforms (Shopify, WooCommerce, BigCommerce, Magento, Squarespace). Zendesk and Freshdesk cover the major three. Gorgias is Shopify-focused.

Do I need helpdesk software for my online store?

At 10+ customer inquiries weekly, yes. Managing orders via email becomes chaotic. The time saved looking up orders pays for the software.

What's the best helpdesk for small online stores?

Freshdesk free tier. It includes ecommerce integration at zero cost. Upgrade when you grow.

Which has the best Shopify integration?

Gorgias for deep actions (refunds, cancellations). Tidio for chat features. Zendesk for reliability.

How much should online stores spend on helpdesk software?

Budget $15-30 per agent monthly. For most small stores, that's $30-90/month — reasonable given the time saved.