The 5 best Freshdesk Shopify apps to upgrade your customer service in 2026

If you’re running a growing Shopify store, you’ve probably noticed your Freshdesk inbox is getting a little… crowded. Customer questions about orders, shipping, and returns start to pile up. Before you know it, your support agents are spending half their day just switching between tabs, copying and pasting order numbers from Shopify into Freshdesk.

That whole process is clunky. This constant back-and-forth slows down your team, frustrates your agents, and leaves customers waiting longer for answers.

The good news is, there’s a much better way to handle this. Dedicated apps that integrate Freshdesk and Shopify can bridge this gap, creating a seamless flow of information. This post will break down the 5 best Freshdesk Shopify apps for 2026, from simple data connectors to smart AI automation platforms, so you can find the perfect fit for your business.

What are Freshdesk Shopify apps?

Let's get straight to it. Freshdesk Shopify apps are tools that build a bridge between your e-commerce store and your customer support helpdesk. Think of them as the connector that finally gets your two most important tools talking to each other.

Their main job is to pull key customer and order information from Shopify directly into the Freshdesk ticket interface. When an agent opens a ticket, they instantly see the customer’s entire order history, shipping status, and contact details right next to the conversation. No more “Can you give me your order number?” or logging into another system just to see if a package has shipped.

This simple connection makes a huge difference. It takes your support process from a slow, manual grind and turns it into a fast, informed, and efficient operation. It’s the key to handling a growing number of tickets without having to double your headcount.

Our selection criteria

So, how did we pick these five? We didn't just look at download counts. We dug into the features that actually help a busy e-commerce team.

• How deep is the integration? We looked at how well the apps connect the two systems. Can your agents just view data, or can they take action, like processing a refund, directly from Freshdesk?

• Does it actually make things faster? Does the app just display information, or does it actively help you get through tickets faster? We looked for tools that genuinely reduce agent effort.

• How easy is it to set up? How long does it take to get up and running? We gave extra points to apps that offer a simple, self-serve installation without needing a developer or a week of training.

• What about AI and automation? Does the app use AI to do some of the heavy lifting? The best tools don't just help your agents, they handle the work for them by resolving tickets, drafting replies, and sorting issues automatically.

• Is the pricing clear? Is the cost straightforward and predictable? We looked for simple pricing models without confusing per-ticket fees or hidden charges that punish you for growing.

Best Freshdesk Shopify apps: A quick comparison

App Name	Best For	Key Feature	Starting Price
eesel AI	Fully automating support with unified knowledge	AI agent that resolves tickets using past conversations	$239/mo (billed annually)
Gorgias	An all-in-one e-commerce helpdesk	Deep e-commerce features and social media integration	$50/mo (billed annually)
Freshdesk's Shopify App	Basic, free order management	Viewing recent order details inside Freshdesk tickets	Free
ChannelReply	Syncing data from multiple marketplaces	Pulls Shopify and marketplace data into Freshdesk	$31/mo (billed annually)
Tidio	Live chat and lead generation	AI-powered chatbots (Lyro) and live chat widget	Free plan available

The 5 best Freshdesk Shopify apps in 2026

1. eesel AI

Think of eesel AI less as an integration and more as a smart AI assistant that works on top of your current Freshdesk and Shopify setup. It learns from all of your company’s scattered knowledge, past tickets, help center articles, Google Docs, and Shopify product data, to answer customer questions on its own, often before an agent even needs to see the ticket.

While other apps focus on showing agents the right information, eesel AI uses that information to handle the ticket entirely. It's built for teams that are ready to move beyond small efficiency gains and really automate their work, freeing up support agents for high-value conversations that need a human touch.

Key features:

• Get started in minutes: The setup is completely self-serve. You can connect to your tools with a single click and get going without ever needing to talk to a salesperson.

• Unifies all your knowledge: It’s the only tool that truly brings everything together. It trains on your past Freshdesk tickets to master your brand voice and connects to other sources like Confluence or private docs to make sure it has complete answers.

• Test before you launch: This is a huge advantage. Before going live, you can test the AI on thousands of your historical tickets. This gives you a precise, data-backed forecast of your automation rate and shows you exactly how the AI will perform with your real customers.

• Goes beyond just answering: The AI can do more than just talk. You can configure it to perform actions, like looking up a live order status from Shopify, tagging tickets in Freshdesk, or escalating complex issues to a specific team based on your rules.

Pricing:

eesel AI’s pricing is transparent and based on usage, not resolutions, so you don't get penalized for successful automation.

• Team Plan: $239/month (billed annually) for up to 1,000 AI interactions per month.

• Business Plan: $639/month (billed annually) for up to 3,000 AI interactions, plus the ability to train on past tickets and use AI Actions.

Pros and cons:

• Pros: Genuinely automates ticket resolution, incredibly fast and easy setup, powerful sandbox for risk-free testing, predictable pricing.

• Cons: It’s more advanced than a simple data-viewing app, so it's best for teams who have their basic processes down and are ready to layer on automation.

2. Gorgias

Gorgias is a premier helpdesk built specifically for e-commerce stores, and its Shopify integration is remarkably deep. It is designed to be a powerful single source of truth for all your customer conversations, pulling in everything from email and live chat to social media comments and DMs.

Its primary strength is its tight, e-commerce-focused design. For teams looking for a comprehensive environment, Gorgias offers robust features that let agents edit Shopify orders, issue refunds, and manage loyalty points directly from the dashboard. It is a highly capable and reliable all-in-one solution.

Key features:

• Deep Shopify data integration.

• Manages social media comments and DMs.

• Comes with pre-built macros for common e-commerce questions.

Pricing:

Gorgias's pricing is structured around ticket volume, offering various tiers to match the needs of growing teams.

• Basic Plan: Starts at $50/month (billed annually) for 300 tickets.

• Pro Plan: Starts at $300/month (billed annually) for 2,000 tickets.

• Advanced AI features are available as powerful add-ons to further enhance support efficiency.

Pros and cons:

• Pros: Excellent for businesses that live and breathe Shopify, great social media integrations.

• Cons: Moving to such a comprehensive platform is a strategic choice for teams ready to consolidate their tools into one powerful environment. Its pricing model offers multiple tiers, ensuring there is a plan that fits various support volumes.

3. Freshdesk's native Shopify app

This one's straightforward. It's the official, free app offered by Freshworks to connect Freshdesk and Shopify. Its job is simple: add a small widget to your Freshdesk ticket view that displays a customer's recent order information and contact details.

For small teams just starting to feel the pain of switching between tabs, this is the easiest place to start. It's a no-cost solution that brings the most essential data into view. You can even process refunds and cancellations directly from the widget, which is a nice touch for a free tool.

Key features:

• View a customer's recent Shopify order details.

• Process refunds and cancel orders.

• Completely free and easy to install from the Freshworks Marketplace.

Pricing:

The app itself is free to install. You just need an active Freshdesk subscription.

Pros and cons:

• Pros: Free, incredibly easy to set up, and reliable for viewing basic order information.

• Cons: The functionality is very limited. It only shows you data; it doesn't offer any automation or intelligence. It can't learn from your knowledge base or past conversations to help your agents respond faster or more accurately.

4. ChannelReply

ChannelReply acts as a central data hub for multi-channel sellers. It’s designed to pull customer and order information not just from your Shopify store, but also from major marketplaces like Amazon, eBay, and Walmart, and feed it all directly into your helpdesk.

This is a fantastic option if you're selling across multiple platforms and need a unified view of the customer. Instead of just seeing their Shopify history, your agents get a complete picture of a customer's interactions with your brand, no matter where they bought from. It packs your Freshdesk tickets with more useful info, saving agents valuable lookup time.

Key features:

• Integrates with Shopify, Amazon, eBay, and Walmart.

• Sends detailed order and customer data into Freshdesk tickets.

• Allows you to use Shopify data to personalize auto-replies.

Pricing:

ChannelReply's pricing starts at $39/month, with a free 14-day trial. The annual plan starts at $31/month.

Pros and cons:

• Pros: Excellent for businesses selling on multiple platforms, provides very comprehensive data within the helpdesk.

• Cons: It’s primarily a data-syncing tool. It makes human agents more efficient, but it doesn't provide the AI-driven automation that can resolve tickets on its own.

5. Tidio

Tidio is a customer experience platform that excels at real-time engagement. It combines live chat, AI chatbots, and a shared inbox into one tool. Its integration with Shopify is strong, allowing its chatbot, Lyro, to handle tasks like checking order status, offering discounts, and recommending products to visitors on your site.

If your main goal is to proactively engage website visitors and automate those initial front-end conversations, Tidio is a powerful choice. Its AI chatbot can answer a huge portion of common questions, converting visitors and solving problems before they ever become a ticket.

Key features:

• AI-powered Lyro chatbot for instant answers on your website.

• Highly customizable live chat widget.

• Shared inbox for managing conversations from chat, email, and Facebook Messenger.

Pricing:

Tidio offers a generous free plan with 50 live chat conversations.

• Starter Plan: $24.17/month (billed annually) for 100 conversations.

• Lyro AI Agent: Starts as a separate plan at $32.50/month for 50 AI-powered conversations.

Pros and cons:

• Pros: Great for proactive customer engagement and lead generation, has a solid free plan to get started.

• Cons: It operates as a separate system from Freshdesk. If you use both, you risk creating a fragmented workflow where conversations are happening in two different places. Its focus is more on front-end chat automation than back-end ticket resolution.

Move beyond data syncing with AI automation

Showing your agents more data is only half the battle. The real jump in productivity comes when you start automating the work itself. This is where AI really makes a difference.

Think about the old way: an integration shows an agent the shipping status. The agent then has to copy that status, find the right macro, paste it in, personalize the message, and hit send. It's faster than logging into Shopify, but it's still a repetitive, manual task.

Now, consider the AI way: an AI platform reads the incoming ticket, understands the customer is asking about their order, automatically looks up the live info in Shopify, and then drafts a perfectly personalized response. It can either send this reply on its own or give it to the agent as a one-click suggestion.

This is the difference between making a manual process a bit faster and eliminating it entirely. Here are a few ways true AI automation can help:

• 24/7 Triage: AI can instantly read, tag, and route incoming tickets in Freshdesk based on their content. This ensures urgent issues get to the right person immediately, even at 3 AM.

• Automated Resolution: For the endless stream of common questions ("Where is my order?", "What's your return policy?"), an AI agent can provide an instant, accurate answer and close the ticket without a human ever seeing it.

• Knowledge Gap Detection: A smart AI system doesn't just answer questions, it knows what it can't answer. It can automatically flag topics where it lacks information, helping you identify gaps in your help center so you can create content your customers actually need.

A smarter way to connect Freshdesk and Shopify

Connecting Freshdesk and Shopify is a fantastic first step, but the smartest e-commerce brands are using that connection to power their automation. The goal shouldn't be to just help your agents work a little faster, it should be to free them from repetitive work entirely so they can focus on building real customer relationships.

This is exactly what eesel AI was built for. It doesn't ask you to ditch your helpdesk. Instead, it enhances the tools you already use, like Freshdesk and Gorgias, by adding a powerful, self-serve AI engine that works for you from day one.

With the ability to go live in minutes, test its performance on your own historical data, and unify all your scattered knowledge into one brain, eesel AI gives you the power to stop the manual grind.

Ready to see how much of your support you could actually automate?

Try eesel AI for free or book a demo today.