Top 7 Helpdesk Apps for Shopify in 2026

Your Shopify store’s growth depends on more than great products. It depends on how fast and how well you handle customer questions after the sale.

The probability of selling to an existing customer sits between 60-70%, while selling to a new prospect falls to 5-20%. That math makes one thing clear: keeping customers happy pays more than chasing new ones. And the top 20% of your customers typically drive around 80% of your revenue.

With over 5.6 million active Shopify merchants competing for attention globally, your customer support experience is one of the few things competitors cannot copy. A strong helpdesk app turns one-time buyers into repeat customers, reduces your support workload, and protects your store’s reputation from slow responses and missed messages.

We compared seven Shopify helpdesk apps across features, pricing, ease of setup, and multichannel support to help you find the right fit. Each platform has clear strengths and tradeoffs, and we’ve laid them out so you pick based on how you sell, not based on hype.

What Is a Shopify Helpdesk App?

Shopify gives you a store. A helpdesk app gives you the tools to support every customer who shops there.

These apps connect to your Shopify store and pull in customer messages from email, live chat, social media, and marketplaces into one dashboard. Instead of checking five tabs to find one customer’s question, your team sees everything in a single inbox with full order details attached.

Common features across Shopify helpdesk apps include:

• Centralized inbox for messages from all channels
• Live chat widgets for your storefront
• Automated responses for repetitive questions (shipping status, return policies, order tracking)
• Ticket routing and prioritization
• Order management actions (refunds, cancellations, edits) without leaving the helpdesk
• Self-service options like knowledge bases and FAQ pages
• Reporting and analytics on team performance

The right helpdesk app depends on your store size, the channels you sell on, and the volume of support tickets your team handles daily.

Why Your Shopify Store Needs a Helpdesk App

Faster response times win more sales

When two stores sell the same product at the same price, the one that answers first wins the order. 64% of online shoppers expect a response within one hour. On live chat, they expect a reply within minutes.

Wetsuit Outlet saw this firsthand. Their complex Shopify ticketing system made it impossible to respond promptly. After switching to a dedicated helpdesk, they improved response times by 38%.

Repeat customers drive your revenue

Customers who receive excellent service show 87% retention rates versus 41% for those who receive poor service. Sub-one-hour responses achieve 71% retention versus 48% for 24-hour responses. Every slow reply pushes a buyer toward your competitor.

Scale without hiring proportionally

A growing Shopify store means more orders and more support tickets. Without automation, your only option is to hire more agents for every spike in volume. Helpdesk apps with AI responses, automated ticket routing, and self-service knowledge bases let your existing team handle more volume without burning out.

Your customers become your marketing team

Great support produces positive reviews, higher ratings, and word-of-mouth referrals. 93% of customers are likely to make repeat purchases with companies that provide excellent service. Those repeat buyers tell friends. Those friends become new customers you didn’t pay to acquire.

How We Evaluated These Apps

We tested and compared each app against six criteria that matter most for Shopify store owners:

1. Shopify integration depth. Does the app pull in full order data? Do agents refund, cancel, or edit orders directly within the helpdesk?
2. Multichannel support. Does the app consolidate email, live chat, social media, and marketplace messages into one inbox?
3. AI and automation features. Does the app automate repetitive responses, route tickets intelligently, and reduce manual workload?
4. Ease of setup and use. How quickly does a small team get up and running without dedicated IT resources?
5. Scalability. Does the app grow with your business from 50 tickets a month to 5,000 without breaking?
6. Pricing transparency. Is the pricing clear, and does it offer good value at your ticket volume?

Disclosure: This article is published on edesk.com. eDesk is included as one of the evaluated apps where it fits specific use cases. We’ve noted limitations for every app, including eDesk.

Top 7 Help Desk Apps for Shopify in 2026

1. eDesk: Best for Multichannel Shopify Sellers

Best for: Shopify stores that also sell on Amazon, eBay, or other marketplaces and need all support channels in one place.

eDesk was built specifically for eCommerce customer service. It connects natively to Shopify, Amazon, eBay, Facebook, Instagram, WhatsApp, Klaviyo, and over 200 other channels. Every message lands in one smart inbox with full order details, shipping data, and customer history attached.

The AI chatbot (Ava) handles routine questions about orders, shipping, returns, and product details around the clock. It connects to your product data and order information to give accurate, store-specific answers. For questions that need a human, Ava hands off to your team with full conversation context.

Why it fits:

• Native integrations with Shopify plus all major marketplaces, social channels, and eCommerce platforms. No third-party connectors needed.
• Full order management within tickets. Agents refund, cancel, or modify Shopify orders without switching tabs.
• AI-powered automation handles repetitive tickets, routes conversations by topic and urgency, and suggests responses to agents.
• Knowledge base for self-service that reduces ticket volume by up to 30%.
• Built-in feedback and reviews tool that generates reviews on autopilot and catches negative sentiment before it becomes a public problem.
• Customer View gives agents the full history of every shopper’s orders, conversations, and segments (VIP, first-time buyer, repeat customer) for personalized responses.

Limitations:

• The AI chatbot (Ava) is an add-on, not included in every base plan.
• The feature set is extensive, which means smaller stores with simple needs may find more functionality than they require.
• Strongest value shows at higher ticket volumes. Solo operators handling fewer than 50 tickets a month may not need this level of tooling.

Pricing: Agent-based and ticket-based plans available. 14-day free trial. Check the eDesk pricing page for current details.

Book a free demo to see eDesk with your Shopify store connected.

2. Freshdesk: Best for Small Teams on a Budget

Best for: Small Shopify stores that need basic helpdesk features at low cost and don’t sell on marketplaces.

Freshdesk offers a solid general-purpose helpdesk with a free tier for up to 10 agents. For small teams handling email and basic chat support, it provides a clean interface and straightforward ticket management without overwhelming complexity.

Why it fits:

• Free plan available for up to 10 agents, making it accessible for startups.
• Straightforward automation rules for ticket routing and canned responses.
• Customizable analytics and reporting on team performance.
• Omnichannel support across email, chat, phone, and social media.

Limitations:

• No native marketplace integrations. Sellers on Amazon, eBay, or other platforms will need workarounds.
• No built-in auto-translate features, making it less suitable for international Shopify stores.
• Integration with multiple eCommerce platforms requires additional setup and third-party tools.
• The free tier is limited. Omnichannel packages start from $29 per agent per month.

Pricing: Free for up to 10 agents (support desk only). Paid plans from $15/agent/month. Omnichannel from $29/agent/month.

3. Zendesk: Best for Large Enterprises with Complex Workflows

Best for: Large Shopify Plus stores with dedicated support teams and IT resources to build custom integrations.

Zendesk is one of the most recognized helpdesk platforms globally. It offers deep customization, extensive reporting, and a large app marketplace. For enterprise operations with complex routing rules, multiple departments, and high ticket volumes, Zendesk provides the flexibility to build exactly what you need.

Why it fits:

• Highly customizable workflows, routing rules, and automations for complex support operations.
• Extensive app marketplace for connecting third-party tools.
• Strong reporting and analytics suite.
• AI and automation features through Zendesk Answer Bot.

Limitations:

• Not built for eCommerce. Marketplace integrations require third-party apps and custom development.
• Complexity and feature bloat. Many Shopify sellers end up paying for features they never use.
• Setup takes weeks or months, often requiring external help to configure properly.
• Support response times from Zendesk itself have been reported as slow by users.
• Pricing starts at $55/agent/month, and enterprise costs climb quickly with add-ons.

Pricing: Plans start at $55/agent/month. Suite Professional at $115/agent/month. Enterprise pricing requires direct contact.

4. Re:amaze: Best for Shopify Stores Needing Chat-First Support

Best for: Shopify stores that prioritize live chat and want built-in chat automation with order management.

Re:amaze combines live chat, chatbot automation, and a shared inbox into a helpdesk designed for eCommerce. Its Shopify integration allows agents to view orders, process refunds, cancel orders, and pin orders to conversations directly in the helpdesk.

Why it fits:

• Strong Shopify integration with in-app order management (refunds, cancellations, order status).
• Live chat and chatbot automation for common customer questions.
• Shared inbox that consolidates email, chat, social, and SMS.
• Machine learning automation for repetitive tasks.

Limitations:

• No auto-translate features, limiting usefulness for international brands.
• Integrates with Shopify, BigCommerce, and WooCommerce, but lacks connections to many other eCommerce platforms.
• Marketplace support (Amazon, eBay) is limited compared to eCommerce-specific helpdesks.
• Fewer advanced features for large-scale operations compared to enterprise platforms.

Pricing: Free trial available. Plans start at $29/team member/month. Pro plan at $49/month. Plus plan at $69/month.

5. UVDesk: Best for Tech-Savvy Teams Wanting Open-Source Control

Best for: Developers and tech-savvy Shopify store owners who want full control over their helpdesk and are comfortable with open-source software.

UVDesk is an open-source helpdesk that gives you complete control over customization and hosting. Its Shopify integration pulls order information directly into customer tickets using order IDs. The platform also includes fraud detection features to help agents identify fraudulent support tickets.

Why it fits:

• Open-source option available for free. Full control over code and hosting.
• Shopify integration fetches order data directly into tickets.
• Fraud detection features flag suspicious support tickets.
• Multichannel support with email management and ticket administration.

Limitations:

• Steeper learning curve than most competitors. Not ideal for non-technical store owners.
• Open-source version requires self-hosting and maintenance.
• UI and user experience lag behind modern SaaS helpdesks.
• Smaller community and fewer third-party integrations compared to major platforms.

Pricing: Open-source version is free (self-hosted). Pro plan from $22+/month. Enterprise from $36+/month.

6. Gorgias: Best for Shopify-Only DTC Brands

Best for: Direct-to-consumer Shopify stores that sell exclusively through their own website and need deep Shopify integration.

Gorgias was built for eCommerce stores, with a strong emphasis on Shopify. The integration creates customer profiles within the ticket view, and agents manage Shopify orders directly from the helpdesk. The platform’s ticket-based pricing aligns costs with support volume rather than team size.

Why it fits:

• Deep Shopify integration with in-helpdesk order management.
• Customer profiles automatically populated with Shopify data.
• Multichannel support for email, chat, social media, and phone.
• Ticket-based pricing that scales with support volume.

Limitations:

• Limited marketplace integrations. Not well-suited for sellers on Amazon, eBay, or other marketplaces.
• Does not include auto-translation, knowledge base, or advanced AI and automation out of the box.
• Better suited to smaller DTC operations. Larger multichannel retailers may find the feature set too narrow.
• Costs rise quickly at higher ticket volumes ($300/month for 2,000 tickets, $750/month for 5,000).

Pricing: Plans from $50/month for 300 tickets. Pro plan at $300/month for 2,000 tickets. Advanced plan at $750/month for 5,000 tickets.

7. Richpanel: Best for Self-Service-First Shopify Stores

Best for: Shopify stores that want to deflect tickets through customer self-service portals before they reach a human agent.

Richpanel’s Shopify integration puts order details, account updates, and refund management on a single dashboard. The self-service portal gives customers the ability to track orders, initiate returns, and find answers without contacting support. Live chat includes personalization features based on customer data.

Why it fits:

• Self-service portal lets customers resolve common issues (order tracking, returns, account changes) on their own.
• Shopify integration with order details, account updates, and refund management in the dashboard.
• Live chat with personalization features based on customer history.
• Clean, modern interface.

Limitations:

• Fewer integrations than eDesk and other platforms. Check compatibility with your stack before committing.
• Chat and helpdesk products have been separated, meaning you pay for both individually.
• No AI classification features, which limits automated ticket routing and prioritization.
• Marketplace support is limited for sellers beyond their Shopify storefront.

Pricing: Plans from $29/user/month. Regular plan at $49/user/month. Pro plan at $99/user/month. Enterprise pricing on request.

Side-by-Side Comparison Table

Which Shopify Helpdesk App Fits Your Business?

Multichannel Shopify sellers (Amazon, eBay, social, and your own store): eDesk gives you one inbox for everything with native integrations and eCommerce-specific AI. Start a free trial.

Small teams on a tight budget with simple email and chat needs: Freshdesk’s free tier gets you started without cost.

Large enterprises with complex workflows and IT resources: Zendesk’s customization depth handles elaborate routing and reporting requirements.

Chat-first Shopify stores that want live chat and chatbot features as the primary support channel: Re:amaze delivers a strong chat-focused experience with Shopify order management built in.

Tech-savvy owners wanting full control over their helpdesk code and hosting: UVDesk’s open-source option gives you maximum flexibility.

Shopify-only DTC brands that sell exclusively through their own storefront: Gorgias provides deep Shopify integration with ticket-based pricing.

Self-service-first stores that want customers to resolve issues without contacting support: Richpanel’s customer portal deflects tickets before they reach your team.

No single app fits every Shopify business. The right choice depends on how many channels you sell on, how many tickets your team handles, and whether you need marketplace integrations or a Shopify-focused solution.

For Shopify sellers managing support across multiple channels and marketplaces, eDesk combines the eCommerce-specific features, AI automation, and native integrations that eliminate the need to bolt together multiple apps. Book a free demo to see it with your store connected.

Frequently Asked Questions

What is the best helpdesk app for Shopify in 2026?

The best app depends on your setup. For multichannel sellers on Shopify plus marketplaces, eDesk provides the deepest integration. For Shopify-only DTC brands, Gorgias or Re:amaze work well. For budget-conscious small teams, Freshdesk’s free tier is a strong starting point.

Do I need a helpdesk app if I only sell on Shopify?

If you handle more than a handful of support messages daily, yes. Shopify’s built-in tools cover basic order management but lack ticketing, automation, live chat, and multi-agent collaboration. A helpdesk app reduces response times and keeps your team organized as ticket volume grows.

How much does a Shopify helpdesk app cost?

Prices range from free (Freshdesk, UVDesk open-source) to $750+/month for high-volume plans. Most mid-tier options cost $29-$99 per agent or user per month. Factor in add-on costs for features like AI chatbots, marketplace integrations, and knowledge bases.

What features should I look for in a Shopify helpdesk app?

Start with Shopify order management within the helpdesk (refunds, cancellations, order edits). Then evaluate live chat, AI automation for repetitive tickets, multichannel inbox, reporting, and self-service options. If you sell on marketplaces, native marketplace integrations are non-negotiable.

Does eDesk integrate with Shopify?

Yes. eDesk offers a native Shopify integration that pulls in order data, customer history, and shipping information. Agents refund, cancel, or edit Shopify orders directly within eDesk tickets.

What is the difference between a Shopify helpdesk app and a general helpdesk?

A Shopify helpdesk app integrates directly with your Shopify store, pulling in order data and enabling in-ticket actions like refunds and cancellations. General helpdesks (like Zendesk) handle support tickets from any industry but require third-party apps or custom development for eCommerce-specific workflows.

Do helpdesk apps for Shopify include AI chatbots?

Some do. eDesk includes Ava, an AI chatbot trained on eCommerce scenarios. Freshdesk offers Freddy AI for basic automation. Zendesk has Answer Bot. Re:amaze includes chatbot builders. Not all apps include chatbot features in their base plans.

How do I switch from one Shopify helpdesk app to another?

Most helpdesks offer migration assistance or data import tools. Export your ticket history and customer data from your current platform, then import into the new one. Some platforms like eDesk offer guided onboarding to make the transition smoother.