The 7 best Zendesk e-commerce apps I found for 2025

If you manage an e-commerce support team, you probably feel like a professional plate spinner. You're constantly jumping between your Zendesk queue, your e-commerce platform, and a handful of other tabs just to answer a simple "Where is my order?" ticket. It's a daily grind of copy-pasting tracking numbers and order details that wears everyone down and leaves customers waiting.

This constant context-switching isn't just a time-waster; it’s a direct path to agent burnout and slower, less personal customer replies. But it doesn't have to be this way. The Zendesk Marketplace is filled with integrations designed to fix this exact problem. The catch? There are over 1,500 of them, and finding the right one can feel like a full-time job in itself.

To save you the headache, I spent the last few weeks digging in, testing, and comparing the options. I’ve put together a no-fluff list of the 7 best Zendesk e-commerce apps that will actually improve your team's day-to-day work and your customers' happiness in 2025.

What are Zendesk e-commerce apps?

Simply put, they are integrations that plug your online store directly into your support workflow. Think of them as bridges connecting Zendesk to platforms like Shopify, BigCommerce, or Amazon.

Their main goal is to pull customer information like order history, shipping status, and contact details right into the Zendesk agent view. This means your team sees everything they need next to a customer's ticket without having to leave the page. Some of the better apps even let agents do things like process a refund or cancel an order, which is a massive time-saver.

How I picked the best Zendesk e-commerce apps

Not all apps are created equal. Some look good on the surface but don't add much real value. My evaluation focused on what actually helps a busy support team get through its queue.

Here’s the checklist I used to build this list:

• Does it actually save time? I looked for apps that genuinely reduce clicks and streamline common tasks, not just add another panel to look at.

• Can a non-developer set it up? How quickly can you get it running without bugging your engineering team? I prioritized tools that a support manager can get going in a few minutes.

• Does it use AI and automation? It’s 2025, so I was looking for apps that do more than just display data. The best tools can automate repetitive work like tagging tickets, routing them, or even resolving them without human input.

• Is the pricing clear? I leaned toward flat-rate plans over confusing per-resolution models that punish you for having a busy month. No one likes surprise bills.

• What are real users saying? I dug through the Zendesk Marketplace reviews to see which apps were consistently getting good feedback from other support teams.

A quick comparison of the top Zendesk e-commerce apps

For a quick overview, here’s how the top contenders stack up.

App	Best For	Key Feature	Pricing Model	AI Automation
eesel AI	All-in-one AI automation	Learns from past tickets to fully resolve issues	Flat monthly fee (no per-resolution costs)	High
Shopify for Zendesk	Shopify store owners	Displaying order data in the sidebar	Free	Low
ChannelReply	Multi-marketplace sellers	Centralizing Amazon & eBay messages	Per message volume	Low
Attentive	Teams using SMS marketing	Two-way SMS conversations in Zendesk	Custom/Usage-based	Medium
Merge Duplicate Tickets	Teams with high ticket volume	Automatically merging redundant tickets	Flat monthly fee	Medium
agnoStack	BigCommerce & Magento users	Deep platform integrations	Per agent/month	Low
Knowledge Capture	Building a help center	Linking articles to tickets	Free (part of Zendesk)	Low

The 7 best Zendesk e-commerce apps to streamline support in 2025

Each app on this list tackles a different part of the e-commerce support puzzle. Whether you're a small shop on Shopify or a huge multi-channel retailer, there's something here for you.

1. eesel AI

eesel AI isn't just another app; it's a full AI platform that connects deeply with Zendesk. Its purpose is to automate frontline support by learning from your team's past ticket resolutions, help center articles, and any other knowledge base you use (like Google Docs or Confluence). It can completely resolve common questions on its own, draft on-brand replies for your agents, and automatically tag and triage incoming tickets before a human even lays eyes on them.

An infographic showing how eesel AI connects to various knowledge sources to provide comprehensive automation for Zendesk e-commerce apps.

• Pros:

  • Live in minutes: You can set it up yourself without needing a sales demo. It's truly self-serve.

  • Risk-free simulation: You can test the AI on thousands of your past tickets to see exactly how it would perform before turning it on for live customers. This was a huge plus for me.

  • Connects all your knowledge: It links to Zendesk, Shopify, Google Docs, and over 100 other tools, giving it a complete picture of your business.

  • Clear pricing: The monthly plans are predictable. You don't get hit with surprise per-resolution fees, no matter how many tickets you automate.

• Cons:

  • It's a powerful tool, which might be more than you need if you're only trying to solve one very specific, small problem.

• Pricing: eesel AI's pricing starts with the Team plan at $299/month ($239/month if billed annually), which covers up to 1,000 AI interactions. The Business plan is $799/month ($639/month annually) and adds key features like training on past tickets and AI actions.

2. Shopify for Zendesk

This is the official, free app from Zendesk, and honestly, every e-commerce store on Shopify should have it installed. It adds a simple sidebar to your agent view that shows a customer's recent orders, shipping address, and billing info. It's the most basic first step to stop the madness of switching tabs.

• Pros:

  • It's completely free.

  • Super easy to install and get running in minutes.

  • Gives you the most essential order information at a glance.

• Cons:

  • It’s read-only. You can see order details, but you can't process refunds or cancellations from inside the app. Your agents still have to jump over to Shopify for that.

  • It has zero automation. It's just a data display tool.

• Pricing: Free.

3. ChannelReply

If you sell on Amazon, eBay, or Walmart, you know the pain of logging into multiple seller portals just to handle support messages. ChannelReply is a lifesaver here. It pulls all your messages from these marketplaces directly into Zendesk, turning them into tickets your team can manage from one place.

• Pros:

  • Brings all your sales channels together into one queue.

  • Pulls in order data from each marketplace so agents have context.

  • Lets you use marketplace-specific actions, like "mark as no response needed" for Amazon.

• Cons:

  • The pricing is based on message volume, so it can get expensive for high-volume sellers, especially during the holidays.

• Pricing: Monthly plans start at $39 for 200 messages and go up to $199 for 2,000 messages. Annual plans offer a discount, starting at $31/month.

4. Attentive

Attentive is a big player in SMS marketing, and its Zendesk integration is a smart way to bridge the gap between marketing and support. When a customer replies to one of your marketing texts with a real question, the integration automatically creates a Zendesk ticket. This lets your team have a two-way text conversation, all from inside the Zendesk interface they already know.

• Pros:

  • Creates a smooth experience for customers who prefer texting.

  • Agents can manage SMS conversations without leaving their main workspace.

  • Great for providing quick, personal support that feels immediate.

• Cons:

  • You need an Attentive subscription, which is a big investment aimed at larger businesses.

  • It only handles one channel (SMS).

• Pricing: Attentive uses custom pricing, so you'll need to talk to their sales team for a quote.

5. Merge Duplicate Tickets by Swifteq

We've all been there. A customer sends an email, then follows up an hour later with "any update??", creating two tickets for the exact same issue. This app from Swifteq is a simple but brilliant fix. It automatically finds and merges these duplicate tickets, which keeps your queue tidy and prevents two agents from working on the same problem.

• Pros:

  • Solves a very common and frustrating support problem.

  • You can set custom rules for what it considers a duplicate.

  • Can make a noticeable difference in your ticket backlog pretty quickly.

• Cons:

  • It’s a focused solution for a single issue. More advanced platforms, like eesel AI's Triage product, can merge duplicates while also handling automated routing, tagging, and language detection all at once.

• Pricing: Starts at €50/month (which is about $55/month).

6. agnoStack (BigCommerce & Magento)

Shopify gets a great free app, but what about everyone else? agnoStack fills that gap with powerful integrations for platforms like BigCommerce and Magento. It goes much deeper than the basic Shopify app, letting agents process returns, apply discounts, and look up complex order data right from the Zendesk sidebar.

• Pros:

  • Offers top-notch support for major e-commerce platforms that aren't Shopify.

  • Lets agents take action, not just view data.

  • Gets consistently high ratings in the Zendesk Marketplace.

• Cons:

  • Can be a bit more involved to set up than the simple Shopify app.

  • The per-agent pricing can get costly if you have a larger team.

• Pricing: Starts at $20 per agent, per month. It's worth noting their public pricing page was hard to find, which can make budgeting difficult without a sales call.

7. Knowledge Capture

This is another great free app from Zendesk that helps your team get more out of your help center content. While an agent is typing a reply, they can quickly search your knowledge base and drop in a link to a relevant article. It's a simple way to give more thorough answers and subtly nudge customers toward self-service for next time.

In contrast to manual tools, eesel AI's Copilot automatically drafts replies using knowledge base content, a more advanced approach compared to some Zendesk e-commerce apps.

• Pros:

  • Helps keep answers consistent across the team.

  • It's a great way to see what's missing from your help docs when agents can't find an article to send.

  • It's free and easy to use.

• Cons:

  • It’s a completely manual process. Agents have to search for and link the articles themselves. An AI tool like eesel AI does this automatically by reading all your articles and using that knowledge to answer questions on its own.

• Pricing: Free (it's included with Zendesk Guide).

Pro tips for choosing the right Zendesk e-commerce apps

The "best" app really depends on your specific situation. Here’s a quick guide to making the right choice for your team.

Figure out your biggest headache before choosing Zendesk e-commerce apps

Before you do anything, identify what's slowing your team down the most.

• If you're drowning in "where is my order" tickets, a simple data-display app like the official Shopify one is a great starting point.

• If your agents are wasting time on duplicate tickets, a tool like Merge Duplicate Tickets is a quick win.

• If your team is buried under a wide variety of repetitive questions, an all-in-one AI automation platform like eesel AI will probably have the biggest impact.

A workflow diagram illustrating how AI automation platforms streamline support, a key consideration when choosing Zendesk e-commerce apps.

Always try Zendesk e-commerce apps before you buy

You wouldn't buy a car without a test drive, right? The same goes for these apps. Look for options with a free trial so you can see how it works with your actual workflow.

For more powerful tools like AI agents, a simulation mode is even better. It lets you see exactly how the tool would have handled your real historical tickets, completely risk-free. This is a huge benefit of platforms like eesel AI, as you can get a clear forecast of your automation rate before you activate it for live customers.

The simulation dashboard in eesel AI allows teams to test the potential of Zendesk e-commerce apps on past tickets before going live.

Don't get surprised by the bill for your Zendesk e-commerce apps

Pay close attention to how you'll be charged so there are no surprises at the end of the month.

• Per-agent pricing is straightforward but gets expensive as your team grows.

• Usage-based or per-resolution pricing can be unpredictable and often costs you more when you're successful.

• A flat monthly fee gives you certainty. It lets you automate as much as you want without worrying that a busy month will wreck your budget.

Automate your e-commerce support with the best Zendesk e-commerce apps

For e-commerce teams, integrating the right apps into Zendesk isn't a luxury anymore; it's necessary for providing the fast, efficient service that customers now expect.

The real change happening now is the move away from apps that just show data to platforms that can actually act on it. While seeing an order number in a sidebar is helpful, an AI that can understand the customer's question, look up the order status, and resolve the ticket on its own is on another level.

This is where eesel AI really shines. It brings all your scattered information together, learns from your best agents, and gives you a single platform to automate everything from simple lookups to more complex problems.

Instead of a long, complicated implementation project, you can set up an AI agent that learns from your existing data and starts resolving tickets in minutes. Start your free eesel AI trial and see it for yourself.