Aisles / Help desk and chat / Zendesk
Zendesk review and real cost
Connects Zendesk's help desk to Shopify so agents see orders and process refunds in tickets.
Verdict
Stores that already run Zendesk, or need its security paperwork and phone, chat and email in one system, can connect it to Shopify here. The catch: you pay per agent, live chat starts at Suite Team, and the Shopify app is rated just 3.2.
Install it if
- Larger support teams already on Zendesk
- Brands that need ISO 27001 and SOC 2 Type II paperwork
- Teams that want phone, chat and email in one system
Skip it if
- Small stores that want a quick setup
- Teams that automate with Shopify Flow
- Budget-minded stores with many agents
Good
Not so good
The eight checks
Zendesk passes 4: read the fine print. What each check means.
- Free to start: passed14-day free trial1,2.
- Prices public at every size: passedMonthly per-agent prices for Suite Team are published, so all three store sizes can be priced2.
- Built for Shopify: failedThe listing does not show the Built for Shopify badge1.
- Rated 4.7 or higher: failedRated 3.2 on the Shopify App Store, below 4.71.
- 500+ merchant reviews: failed93 reviews, short of 5001.
- Works with Shopify Flow: failedShopify Flow is not listed under Works with1.
- You can take your data: passedZendesk documents data export to JSON, CSV or XML, and its REST API works on every plan4.
- Security report named: passedZendesk names SOC 2 Type II reports and ISO 27001:2022 certification3.
Pricing
| Plan | Price | Includes | Limits |
|---|---|---|---|
| Support Team | $25/agent/month ($19 billed annually)2 | Email ticketing, routing, prebuilt dashboards, automations | Per agent; no messaging or live chat |
| Suite Team | $69/agent/month ($55 billed annually)1,2 | Support Team plus AI agents, knowledge base, messaging and live chat, telephony | Per agent; 5 automated AI resolutions per agent a month |
| Suite Growth | $89/agent/month billed annually1 | Shown on the Shopify listing only | Per agent; monthly price not published |
| Suite Professional | $149/agent/month ($115 billed annually)1,2 | Suite Team plus Admin Copilot, App Builder, skills-based routing, IVR phone tree | Per agent; 10 automated AI resolutions per agent a month |
| Suite Enterprise | $150/agent/month billed annually on the listing; sales only on zendesk.com1,2 | Intelligent triage, approval workflows, sandbox, custom agent roles | Contact sales |
Zendesk charges per agent. Support Team costs $25 per agent a month billed monthly but covers email ticketing only; Suite Team, at $69 per agent billed monthly, adds messaging, live chat and telephony2. That makes $69 for one agent, $207 for three and $690 for ten2. Annual billing lowers Suite Team to $55 per agent2. AI agents include 5 automated resolutions per agent a month on Suite Team, then $2.00 each pay-as-you-go2.
Usage charges: AI agent resolutions beyond the included 5 or 10 per agent cost $2.00 each pay-as-you-go, or $1.50 committed2. Voice, App Builder and Action Builder bill for use above plan allowances2.. Free trial: 14 days1,2.
How we worked out the bill
What it does
This is Zendesk's own Shopify app for Zendesk Support and Chat. It shows Shopify customer and order data inside Zendesk tickets, lets agents process refunds and cancellations from the sidebar, and embeds live chat in your storefront1. The help desk itself is a Zendesk subscription, which Zendesk may bill separately from your Shopify invoice1.
Zendesk has been on the Shopify App Store since March 20131.
- Shopify customer and order data inside Zendesk tickets1.
- Refunds and cancellations from the Zendesk Support sidebar app1.
- Live chat embedded in the storefront with one click1.
- AI agents for messaging and email on Suite plans, billed per automated resolution2.
- Omnichannel routing across messaging, live chat, email and telephony2.
What merchants say
The Zendesk Shopify app is rated 3.2 from 93 reviews: 42% five-star and 29% one-star1. The newest review, from September 2026, describes a Shopify connection that kept failing to install5. Older complaints focus on hard setup, slow support, live chat costing more than the base plan, and a 30-day notice period to cancel5.
Complaints worth knowing
- A September 2026 review describes a Shopify connection that would not install despite following Zendesk's troubleshooting steps5.
- Older low ratings cite hard setup, slow support and a 30-day notice period to cancel5.
- Built-in export tools need Zendesk support to switch them on, and AI agent tickets cannot be exported4.
What the developer claims
Numbers the developer publishes about itself. We have not verified them.
- Zendesk says its AI agents can resolve up to 80% or more of service issues2.
Your data
Zendesk is ISO 27001:2022 certified and provides SOC 2 Type II reports on request under NDA3. It hosts service data mainly in AWS data centres, with locations in the United States, Europe and other regions3. On Growth plans and above, admins can export tickets, users and organisations to JSON, CSV or XML once Zendesk support enables exports; on every plan the REST API can export data4.
App languages: English. Works with: ChargeDesk, LoyaltyLion, Mailchimp, ShipStation, Trustpilot, Yotpo. On the App Store since: March 11, 2013.
Other help desk apps
Sources
- Zendesk - Shopify App Store, Shopify App Store. Accessed October 8, 2026.
- Zendesk Pricing Plans, Zendesk. Accessed October 8, 2026.
- Zendesk Trust Center, Zendesk. Accessed October 8, 2026.
- Exporting ticket, user, or organization data from your account, Zendesk help. Accessed October 8, 2026.
- Zendesk reviews, Shopify App Store. Accessed October 8, 2026.
Spotted something out of date? See corrections. Also available as Markdown.