Generic Helpdesk (Zendesk / Intercom) vs Gorgias E-Commerce Helpdesk
Estimate what moving from Generic Helpdesk (Zendesk / Intercom) to Gorgias E-Commerce Helpdesk costs over 12 to 36 months, including the one-time switch. Then remap your exported CSV headers.
Why teams look at this switch: Agents switching tabs to refund/edit Shopify orders & high per-seat support fees
Cost calculator
CSV header mapper
Rename exported Generic Helpdesk (Zendesk / Intercom) column headers to the names Gorgias E-Commerce Helpdesk expects. It runs in your browser. Only headers change and values are kept.
Renamed headers do not make a file import-ready. Compare the result with Gorgias E-Commerce Helpdesk's import template and create any custom fields there first.
| Generic Helpdesk (Zendesk / Intercom) column | Gorgias E-Commerce Helpdesk column | Field type |
|---|---|---|
| Ticket_ID | external_id | Suggested |
| Customer_Email | customer_email | Suggested |
| Shopify_Order_Number | order_id | Suggested |
| Macro_Tag | tags | Suggested |
| Ticket_Body | message_html | Suggested |
When moving to Gorgias E-Commerce Helpdesk makes sense
- Your main cost driver is Agents switching tabs to refund/edit Shopify orders & high per-seat support fees, and your volume is past the break-even point above.
- Your team can finish the CSV import and onboarding within the switching budget you entered.
- You have checked that Gorgias E-Commerce Helpdesk's plan covers the integrations and compliance rules you need.
When staying on Generic Helpdesk (Zendesk / Intercom) is the better call
- The one-time migration, re-integration or retraining cost is larger than 12 to 24 months of savings.
- You are inside a multi-year Generic Helpdesk (Zendesk / Intercom) contract with early-termination fees.
- Your workflow relies on add-ons or features Gorgias E-Commerce Helpdesk does not support yet.
How the result changes with volume
Twelve-month totals at half, default and double volume, using the default pricing model and a $150 switching cost.
| Volume (Support Agents / Store Volume) | Generic Helpdesk (Zendesk / Intercom) | Gorgias E-Commerce Helpdesk | 12-month difference |
|---|---|---|---|
| 50% volume (4) | $520/mo | $150/mo | +$4,290 |
| Default volume (8) | $980/mo | $290/mo | +$8,130 |
| 200% volume (16) | $1,900/mo | $570/mo | +$15,810 |
Questions
How is the total cost of Generic Helpdesk (Zendesk / Intercom) and Gorgias E-Commerce Helpdesk compared?
Each side's monthly cost is multiplied by the months in the horizon, and the one-time switching cost is added to Gorgias E-Commerce Helpdesk. At the default volume (Support Agents / Store Volume: 8), the model gives about $980 per month for Generic Helpdesk (Zendesk / Intercom) and $290 per month for Gorgias E-Commerce Helpdesk.
How do Generic Helpdesk (Zendesk / Intercom) CSV headers map to Gorgias E-Commerce Helpdesk?
The mapper renames Generic Helpdesk (Zendesk / Intercom) columns (Ticket_ID, Customer_Email, Shopify_Order_Number, Macro_Tag, Ticket_Body) to Gorgias E-Commerce Helpdesk columns (external_id, customer_email, order_id, tags, message_html) in your browser. Custom fields must exist in Gorgias E-Commerce Helpdesk before you import.
When should a company stay on Generic Helpdesk (Zendesk / Intercom)?
Stay if the one-time switching, integration or contract-exit cost is larger than the savings over the horizon you care about. The calculator shows that case as a negative result.