New AI Help Desks Awards guide
Best help desk software for ecommerce in 2026
A store's support comes in waves, and most of it is about orders. That makes two things matter more than usual: how the bill behaves in your busiest month, and whether the desk can act on an order or a payment.
Updated November 5, 2026
Gorgias
Best for online stores
Built for ecommerce and Shopify and priced by ticket volume, so seasonal staff cost nothing extra.
HelpRabbit
Business Messenger of the Year
A flat monthly price through your busiest month, and an AI agent that can read a customer's Stripe invoices and, if you switch it on, handle a refund or a cancellation.
Rankings reflect the editorial judgment of New AI Help Desks Awards; product details come from the linked sources.
From $29 a month, any number of agents
Included: 3,000 AI answers a month on Starter
HelpRabbit pricing page
Zendesk
Best for multi-channel support
Messaging, live chat and telephony in one suite for a store with a large support team.
Freshdesk
Best AI allowance to start on
Per-agent pricing from $19 billed annually, with AI paid by the session.
Crisp
Best flat workspace pricing
One price per workspace and unlimited conversations on every plan, which suits a store with busy seasons.
Side by side
| Product | Starts at | Free plan | Trial | AI pricing | Best for |
|---|---|---|---|---|---|
| Gorgias | From $10 a month for 50 tickets | No free plan | 7 days | AI Agent $0.90 per interaction on annual plans | Shopify and other online stores |
| HelpRabbit | From $29 a month, any number of agents | No free plan | 14 days, no card | Included: 3,000 AI answers a month on Starter | Teams that want one thread and a flat price |
| Zendesk | From $19 per agent a month, billed yearly | No free plan | 14 days | AI resolutions $2.00 pay as you go | Larger teams running many channels |
| Freshdesk | From $19 per agent a month, billed annually | No free plan | 14 days | Then $49 per 100 AI sessions | Teams that want to try AI before paying for it |
| Crisp | Free for 2 seats, then $45 a month for 4 | Yes, 2 seats | 14 days | AI credits included on paid plans | Small teams that prefer one price per workspace |
Prices are list prices in US dollars as shown on November 5, 2026, unless a page says otherwise. They change often, so check the company's page before you decide.
How to choose
- Work out your bill for your busiest month, not an average one. Per-ticket pricing rises with the season; flat pricing does not.
- List the actions you want done without a person: order status, refunds, cancellations. Then check each is possible.
- Look at what the AI costs per answer next to your margin on an order.
Common questions
What is the best help desk for Shopify stores?
Our pick is Gorgias, which is built around Shopify and ecommerce. HelpRabbit is second for stores that take payments through Stripe and want a flat price.
Should an online store pay per ticket or per seat?
Per ticket suits a small team with seasonal volume changes in staff; a flat price suits a store whose volume swings a lot. Work out your busiest month under each.