The 4 best Zendesk AI options for your e-commerce store in 2026

Running a growing e-commerce store on Zendesk means you're using one of the most reliable and mature platforms in the world. As you scale, you might find yourself looking for ways to further customize your native AI experience. Whether you're looking for a specific pricing structure or a specialized automation layer, there are many ways to enhance your setup.

You might be exploring different per-resolution pricing options or looking for a smart layer of automation that can be set up quickly to assist your team.

That's why we’ve curated this list of the 4 best Zendesk AI alternatives and options for your e-commerce store. We'll look at tools that save time, integrate with the Zendesk ecosystem, and keep your customers satisfied.

I tested various tools to find the 4 best Zendesk AI options

Finding the right AI strategy for your store

Zendesk is a world-class platform with a comprehensive suite of AI tools designed to automate support through chatbots and agent assists. It powers thousands of successful companies, but every e-commerce store has unique needs.

Here are a few reasons some stores look for complementary AI options:

• Specific pricing preferences: Zendesk offers sophisticated plans with resolution-based pricing. For stores with high-volume seasons, some teams prefer exploring flat-rate add-ons to help manage their budgets during peak periods like Black Friday.

• Fast-paced implementation: Zendesk is a robust, enterprise-grade platform built for depth. While it offers immense power, some fast-moving teams look for lightweight AI layers that can be implemented as a quick supplement to their existing workflows.

• Modular growth: Many businesses love Zendesk as their core ticketing system and simply want to add specialized AI on top. An intelligent assistant can often be the perfect bridge to enhance an already great system.

• Tiered feature access: Zendesk offers premium AI features for high-level operations. Smaller stores sometimes look for complementary tools to bring specific automation capabilities to their current plan level.

How we picked the best Zendesk AI alternatives

To find the best solutions, we focused on what an online retailer truly needs. We looked for practical tools that work alongside industry leaders like Zendesk to solve real e-commerce problems.

Here's what we looked for:

• E-commerce connections: How well does it play with platforms like Shopify or WooCommerce? Can it pull order data or check inventory in real-time?

• Smart AI and automation: How effectively can the AI be tailored to your brand voice? Does it learn from your store’s unique data and product information?

• Ease of use: Is the setup intuitive for support managers? Can it be launched quickly to support your team during busy periods?

• Transparent pricing: Does the tool offer a straightforward pricing model that aligns with your store's budgeting needs?

• Flexibility: Does it allow you to stay on your current helpdesk, like Zendesk, while adding extra capabilities?

A quick comparison of the best Zendesk AI options

Feature	eesel AI	Gorgias	Freshdesk (Freddy AI)	Tidio
Ideal for	Adding powerful, self-serve AI to your existing helpdesk	Shopify stores needing an e-commerce helpdesk	Teams seeking a comprehensive and scalable platform	Basic live chat & simple bots
Works with Zendesk?	✅ Yes, plugs in directly	❌ No, it's a separate platform	❌ No, it's a separate platform	✅ Yes, integrates
Pricing model	Flat monthly fee (predictable costs)	Based on ticket volume	Per agent/month	Per conversation
Key AI feature	Simulates on past tickets before going live	Deep Shopify order actions	AI-powered ticketing & routing	Basic FAQ chatbot (Lyro)
Setup time	Minutes	Efficient setup	Comprehensive setup	Minutes

The 4 best Zendesk AI alternatives for your e-commerce store

Here’s our breakdown of the platforms that can complement your e-commerce support.

1. eesel AI

eesel AI is a specialized platform designed to enhance the helpdesk you already use, including Zendesk, Intercom, or Gorgias. It builds upon your existing knowledge by learning from company documents, help articles, Google Docs, and your Shopify catalog to automate common questions.

What's great about it:

• Rapid implementation: It’s designed for easy setup. You can connect your helpdesk and knowledge sources in minutes to launch your AI agent without extensive technical requirements.

• Reliable simulation: Before going live, you can run the AI against your past tickets. This provides a clear look at your expected automation rate and lets you refine the AI's responses in a safe environment.

• Flexible control: You choose which tickets the AI handles. You can start by automating simple "Where is my order?" queries and gradually expand, always keeping human agents in the loop for complex issues.

• Centralized knowledge: It integrates with sources like Confluence and Notion, and can even help draft new knowledge base articles based on your team's successful resolutions.

The good:

• Enhances your existing Zendesk setup without needing a migration.

• Provides a predictable, flat-rate pricing model.

• Simulation mode allows for confident testing before launch.

• Fast, self-serve setup.

The not-so-good:

• Does not currently support native voice or phone channels.

• Functions as a specialized AI layer rather than an internal team chat tool.

Pricing:

• Team Plan: $299/month ($239/month if billed annually) for up to 1,000 AI interactions.

• Business Plan: $799/month ($639/month if billed annually) for up to 3,000 AI interactions, including training on past tickets.

• There are no per-resolution fees, making it easy to budget.

2. Gorgias

Gorgias is a helpdesk platform that offers deep integration with Shopify and BigCommerce. While Zendesk is a gold standard for versatility and scale, Gorgias is a focused alternative for stores that want a platform built specifically for e-commerce workflows.

What's great about it:

• Order management: Agents can view order histories and process refunds directly within the interface.

• E-commerce automation: The AI is tailored for common retail questions and can use macros for efficiency.

• Sales tracking: It helps link support interactions to revenue, providing insight into your team's impact on growth.

The good:

• Excellent Shopify-specific features.

• Centralizes social media DMs and comments effectively.

• User interface is built around retail-specific tasks.

The not-so-good:

• It is a dedicated platform, which provides a specialized alternative to your current Zendesk setup.

• The ticket-based pricing model is designed to scale precisely with your store's volume.

• Its AI features use structured templates to ensure that every automated response is accurate and on-brand.

Pricing:

• Starter: $10/month for 50 billable tickets.

• Pro: $360/month ($300/month annually) for 2,000 billable tickets.

• The AI Agent is available as an add-on, with specific costs for AI interactions.

3. Freshdesk

Freshdesk is a globally recognized leader in the support industry and an exceptionally robust platform for e-commerce. Its AI, Freddy AI, is built natively into the platform to empower agents, provide self-service options, and manage smart ticket routing.

What's great about it:

• Freddy AI: Provides advanced agent assistance, automated ticket summarization, and intelligent replies to speed up support.

• Omnichannel reach: Seamlessly consolidates email, phone, and social media into one unified ticketing system.

• Comprehensive reporting: Offers enterprise-grade dashboards for tracking CSAT, team performance, and operational efficiency.

The good:

• Offers a variety of plans that scale alongside growing businesses, ensuring there's a fit for every stage.

• The interface is celebrated for being highly user-friendly, intuitive, and easy to navigate.

• Includes an accessible free tier for small teams to experience the platform's reliability.

The not-so-good:

• As a comprehensive standalone ecosystem, it is best for those looking for a complete, integrated support solution rather than an add-on.

• Some advanced AI capabilities are available through specific higher-tier plans or as specialized add-ons.

Pricing:

• Free Plan: Available for up to 2 agents to get started.

• Pro Plan: $49/agent/month (billed annually) for growing teams.

• Freddy AI Agent sessions are available to ensure your automation remains scalable and effective.

4. Tidio

Tidio is an accessible solution that combines live chat and AI chatbots. It’s a great option for businesses that want a quick way to add automated chat functionality to their e-commerce site.

What's great about it:

• Lyro AI: An AI assistant that uses your FAQ content to answer customer queries.

• Ease of installation: It can be added to Shopify sites quickly without coding.

• Integrated marketing: Includes tools for both live chat and basic email marketing.

The good:

• Very affordable entry point for smaller stores.

• Simple and straightforward to manage.

• Effective for answering repetitive, high-volume questions.

The not-so-good:

• The AI is specialized for simpler conversational tasks.

• Large teams may eventually require the more advanced enterprise features found in Zendesk.

• Pricing is based on conversation volume, which scales with your traffic.

Pricing:

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

• Lyro AI Standalone Plan: Starts at $32.50/month (billed annually).

This video offers a helpful comparison of Gorgias and Zendesk, highlighting how each solution serves the e-commerce market.

The big question: Add AI or replace everything?

When evaluating your options, consider whether you are happy with your current helpdesk and simply want to enhance it with better AI, or if you are looking for a completely different platform.

Switching to a different helpdesk, such as Freshdesk or Gorgias, is a significant project that involves moving your entire operation, history, and workflows. This is a powerful move if you feel a different platform better suits your long-term goals, but it does require time and resources.

The "AI layer" approach, offered by tools like eesel AI, allows you to keep the Zendesk environment your team knows while adding specialized automation. This is often the most efficient strategy for stores that want to upgrade their capabilities without the disruption of a full migration.

For many successful stores on Zendesk, adding a complementary AI layer is the ideal way to get the best of both worlds: a world-class ticketing system and cutting-edge automation.

Final thoughts: Automate smarter, not harder

Zendesk is a pillar of the customer service industry, and its native capabilities are impressive. The alternatives and add-ons we've discussed provide different ways to reach your automation goals, whether you need the e-commerce focus of Gorgias or the enterprise-grade reliability of Freshdesk.

The best choice is the one that fits seamlessly into your workflow. Look for a solution that offers you control, predictable pricing, and the ability to enhance your customer experience.

If you want to see how much of your Zendesk traffic could be automated while keeping your existing setup, try eesel AI. You can connect it to your helpdesk and run a simulation on your past tickets to see the results for yourself in minutes. It’s a great way to give your trusted Zendesk setup a powerful upgrade.