The best Freshdesk Shopify apps for e-commerce support in 2025

If you run a Shopify store, you know the drill. A customer is waiting for a reply, and you're stuck in a frantic click-frenzy, bouncing between your Freshdesk ticket, the order details in Shopify, and probably the shipping carrier’s tracking page. It’s a messy, time-sucking process that slows down your entire support workflow and leaves customers waiting.

Shopify and Freshdesk are both great on their own, but their real magic happens when they talk to each other. The trick is getting them to communicate well, which takes a bit more than just a basic connection.

This guide will walk you through the best Freshdesk Shopify apps out there. We’ll start with the native integration everyone uses and then get into how modern AI tools can completely change the game, handling the repetitive stuff so your team can focus on what really matters.

What is a Freshdesk Shopify integration?

Think of a Freshdesk Shopify app as a bridge connecting your e-commerce store to your helpdesk. Instead of your sales platform and support desk living on two separate islands, an integration syncs them up so that important info can flow back and forth.

For any online store, this isn't just a nice feature, it's pretty much essential. Here’s why:

• You get the full story: When a customer sends a message, your support agents can immediately see who they are, their order history, and past purchases right inside the ticket. No more awkward "Can you give me your order number?" emails.

• You can solve problems faster: With all the info in one place, a task that used to take five minutes of digging now takes seconds. This cuts down your response times and leads to much happier customers.

• Your agents can do more, right from Freshdesk: A good integration lets agents handle key tasks, like processing a refund or checking a shipping status, without ever leaving Freshdesk. Less tab-switching means more time spent actually helping people.

While Freshworks has its own native app to get you started, there are now other tools that offer much more, especially when it comes to smart automation and AI.

The native Freshdesk for Shopify app

For most stores, the first step is installing the official "Shopify for Freshdesk" app from the Freshworks Marketplace. This is the foundation of your setup. It pulls key customer and order information into the ticket sidebar, giving your agents a quick snapshot of who they’re helping.

Key features

The native app gives you a solid set of features that will immediately make your agents' lives easier. You can expect to:

• See order history: Agents can view a customer's recent orders, including what they bought, how much they spent, and the current fulfillment status.

• Access customer data: It syncs and shows the customer's contact info and shipping details directly from their Shopify profile.

• Perform basic order actions: You can process refunds and cancel orders right from the Freshdesk ticket view, saving a few clicks on common requests.

You can find and install it from the official Freshworks Marketplace.

Limitations of the native app

The native app is a great start, but it’s basically a tool for looking things up manually. It puts information at your agents' fingertips, but they still have to do all the work. You’ll probably hit its limits pretty quickly.

• It’s not automated: The app can’t automatically answer simple, repetitive questions. If a customer asks, "Where is my order?" (WISMO), an agent still has to open the ticket, find the tracking info in the sidebar, and type out a reply by hand.

• It’s reactive: The integration doesn’t use Shopify data to kick off any smart workflows. For example, it can't automatically flag a ticket from a VIP customer as urgent or create a follow-up task when a shipment is delayed.

• It only shows you the basics: The information it pulls is pretty standard. If you use custom fields in Shopify to track specific product details or other customer notes, the native app probably won't see them.

This is usually the point where teams realize they need something smarter. Instead of ripping out the tools you already know and love, you can add an AI platform that sits on top of your existing Freshdesk and Shopify setup to fill in the gaps.

Adding an AI layer to your support

Imagine a smart assistant that connects to your tools, understands your business, and handles all the grunt work for you. That’s the whole idea behind using an AI platform as an "integration layer." It links up with Freshdesk, Shopify, and your other knowledge sources to add a layer of automation, all without forcing you to switch to a new helpdesk.

This workflow illustrates how an AI layer automates customer support, from ticket creation to resolution.

How eesel AI works

eesel AI is built to be this exact kind of layer, picking up where the native app leaves off and turning your support from reactive to nearly autonomous.

• Get started in minutes, not months: Setting things up is surprisingly simple. You can connect your Freshdesk, Shopify, and help center with just a few clicks. Unlike other tools that require a whole "rip and replace" project, eesel AI just slots into what you're already doing. It's completely self-serve, so you can get going and see results without ever having to talk to a salesperson.

• Automate your frontline support: The eesel AI Agent can handle most of the common e-commerce questions on its own. For instance, it can spot a "Where is my order?" ticket, use a custom action to look up the live shipping status from Shopify, give the customer a direct tracking link, and close the ticket. Your human agents might not even see it come in.

• Bring all your knowledge together: eesel AI doesn't just skim your public FAQ page. It trains on your entire history of past Freshdesk tickets to learn your brand's voice, policies, and how you solve tricky problems. It can also connect to your internal notes in places like Google Docs or Notion, making sure it has the complete picture.

• Test with confidence: Nervous about letting an AI chat with your customers? eesel AI has a simulation mode that lets you test it on thousands of your past tickets first. You can see exactly how the AI would have replied and get a solid estimate of your resolution rate and cost savings before you ever turn it on for live customers.

The eesel AI simulation dashboard shows how the AI would have resolved past support tickets, providing confidence before going live.

Other must-have apps for your support stack

A great support setup is rarely just one tool; it’s about a few that work well together. Once you have your core Freshdesk-Shopify connection beefed up with AI, a couple of other apps can round things out.

ChannelReply

If you sell on more places than just your Shopify store, ChannelReply is a huge help. It pulls customer data from marketplaces like Amazon and eBay right into Freshdesk, alongside your Shopify orders. This gives your agents one unified view of a customer's entire purchase history, no matter where they bought from.

Slack or Microsoft Teams integration

Sometimes, a ticket needs input from another team. A customer might have a technical question for your developers or a tricky shipping problem for the warehouse team. A Slack or Microsoft Teams integration lets your agents quickly share a ticket in an internal channel to get help, all without leaving Freshdesk.

This also creates a handy internal knowledge loop. For example, an AI like eesel can be used inside your Slack with an AI Internal Chat assistant. When your support team asks a question there, the AI can pull the answer from your internal documents, and that knowledge is instantly available for the next person who needs it.

This image shows the eesel AI assistant answering a question directly within Slack, streamlining internal communication.

Pricing overview

Making the right choice also means understanding the costs. Here’s a quick look at what you can expect to pay for Freshdesk and the other tools we've talked about.

Freshdesk Pricing:

Plan	Price (Billed Annually)	Key Features
Free	$0	Up to 10 agents, ticketing, knowledge base.
Growth	$15/agent/month	Automation, collision detection.
Pro	$49/agent/month	Custom roles, CSAT surveys.
Enterprise	$79/agent/month	Sandbox, skill-based routing.

It's worth noting that Freshdesk's own advanced AI features, which they call Freddy AI, cost extra. The Freddy AI Copilot, for example, is an add-on that starts at $29/agent/month. This can add up fast and make your total bill much higher, especially if you have a larger team.

eesel AI Pricing:

eesel AI has a much more straightforward pricing model. Plans are based on total usage (AI interactions), not how many agents you have. This means you won’t get hit with a surprise bill just because you had a busy holiday season.

A view of the eesel AI pricing page, showing clear, usage-based plans.

Plan	Price (Billed Annually)	AI Interactions/mo	Key Unlocks
Team	$239/month	Up to 1,000	Includes AI Agent, Copilot, Triage, Slack bot, and more.
Business	$639/month	Up to 3,000	Unlocks training on past tickets and custom API actions.

For one monthly price, you get a full suite of AI tools that your whole team can use. This can be way more cost-effective than paying for multiple add-ons for every single agent on your team.

Build a smarter support stack

The native Freshdesk Shopify app is a solid first step for any e-commerce store, but it’s really just the beginning. To truly scale your customer support without burning out your team, you need to move beyond manual lookups and start using smart automation.

The best way to do this isn't to ditch tools like Freshdesk that you already rely on. It's to add a smart, easy-to-use AI layer on top. By automating all the repetitive questions, you free up your team to focus on the complex, human conversations that build real customer loyalty.

Ready to give your existing Freshdesk and Shopify setup an AI brain? With eesel AI, you can automate your frontline support, empower your agents, and get it all running in minutes.