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TL;DR: Ecommerce help desks centralize customer inquiries, automate workflows, and support omnichannel communication. Tools like BoldDesk and Gorgias integrate with platforms such as Shopify to manage order issues, improve response times, and enhance customer experiences through AI, SLAs, and self service portals.
For any business that operates online, how you interact and support your customers throughout their journey is vital to their overall satisfaction, loyalty, and retention.
With the right ecommerce help desk software, businesses can say goodbye to low agent productivity and customer churn, as customer service teams will provide quick responses and effectively manage support operations.
E-commerce help desk functionalities like ticketing, 24/7 customer service, real-time responses, and automation ensure no more customer churn from long wait times and poor support experiences.
This article will examine the meaning, benefits, and top ecommerce help desk tools.
What is an ecommerce help desk?
An ecommerce help desk is a centralized platform that enables online businesses to manage all customer inquiries, complaints, and support requests across channels, including email, live chat, social media, mobile apps, and messaging.
It connects each request to relevant order data for faster, more accurate support and helps teams track, prioritize, and resolve issues without losing context.
Ecommerce helpdesk software comparison table
The following table summarizes the features and prices of the best ecommerce help desk software.
We selected the ecommerce help desks by reviewing top comparison guides and user‑rated platforms from sources like G2, which evaluate tools based on features, integrations, usability, and reliability, ensuring each vendor consistently appears as a strong, trustworthy option for ecommerce support.
| Ecommerce help desk | Features | Price | G2 ratings |
| BoldDesk |
|
Starts at $12/agent/month | 4.5/5
⭐⭐⭐⭐⭐ |
| UVdesk |
|
Starts at $28/agent/month (Minimum 2 agents) | 4.3/5
⭐⭐⭐⭐ |
| Tidio |
|
Starts at $24.17/month (100 billable conversations) | 4.6/5
⭐⭐⭐⭐⭐ |
| HappyFox |
|
Starts at $21/agent/month | 4.5/5
⭐⭐⭐⭐⭐ |
| Hiver |
|
Starts at $25/agent/month | 4.6/5
⭐⭐⭐⭐⭐ |
| eDesk |
|
Starts at $39/agent/month | 4.5/5
⭐⭐⭐⭐⭐ |
| Helpwise |
|
Starts at $12/agent/month | 4.6/5
⭐⭐⭐⭐⭐ |
| LiveAgent |
|
Starts at $15/agent/month | 4.5/5
⭐⭐⭐⭐⭐ |
| Gorgias |
|
Starts at $10/month for 50 tickets | 4.6/5
⭐⭐⭐⭐⭐ |
| Groove |
|
Starts at $24/agent/month (up to 25 agents) | 4.6/5
⭐⭐⭐⭐⭐ |
| Zoho Desk |
|
Starts at $4/agent/month | 4.4/5
⭐⭐⭐⭐ |
Best e-commerce help desk tools
Every help desk tool has its unique functionalities that cater to businesses of different sizes and specific customer needs.
When choosing help desk software, consider your business size, budget, required features, and integration needs with your existing ecommerce platform.
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Below are the top ecommerce help desk tools to consider.
1. BoldDesk
Best for online businesses that need AI-powered assistance, multilingual support, and seamless integrations.
BoldDesk is a simple help desk software with many powerful functionalities that are a good choice for ecommerce customer service.
BoldDesk gives ecommerce teams an effective way to deliver great support by enabling self‑service, improving agent productivity, and simplifying workflows.
BoldDesk’s key features
- Strong ticketing system
- Workflow automation
- Omnichannel customer service
- Comprehensive knowledge base software
- Seamless integration
- Extensive customization options
- AI Copilot
- AI Agent
- AI Actions
- Mobile application
- Live chat software
- Multilingual knowledge base support
- Built-in reports and analytics
- Security and compliance
Advantages of BoldDesk
- Converts customer inquiries from email, live chat, social media, and SMS into organized tickets managed in a unified inbox.
- Offers real‑time assistance through integrated live chat support.
- Automates repetitive tasks, such as ticket routing, categorization, and SLA notifications, through intelligent automation.
- Uses AI Copilot and the AI Agent to summarize tickets, detect sentiment, and generate accurate, personalized responses.
- Provides a comprehensive knowledge base for FAQs, user guides, and self‑service resources.
- Integrates easily with your favorite apps and tools such as Zapier, Shopify, MS Teams, and Exotel, and other essential ecommerce tools.
- Supports multiple languages with the multilingual help desk to help teams serve diverse global customers.
- Includes a mobile app that lets agents respond to customers anytime, anywhere.
- Delivers actionable analytics and reporting for tracking performance, workload, and support trends.
- Features a user‑friendly interface, quick setup, and flexible pricing suitable for businesses of all sizes.
BoldDesk pricing plans
BoldDesk is designed to help organizations build a support team that is both high-performing and budget-conscious.
Its hybrid pricing model, which integrates human agents with AI capabilities, ensures that companies can maintain excellent service standards while keeping costs under control.
| Plan | Price per human agent | AI Agent cost | Free AI Agent credits | AI agent access | AI Copilot access |
| Scale | $12/agent/month | Not available | Not available | ❌ | ❌ |
| Momentum | $25/agent/month | $20/1000 AI credits | 100AI Credits/month | ✅ | ✅ |
| Enterprise | $39/agent/month | $20/1000 AI credits | 250 AI Credits/month | ✅ | ✅ |
Note: Instead of charging flat fees for AI agent usage, BoldDesk uses a credit-based pricing approach at only $20 per 1000 AI credits. You purchase AI credits and pay only for what you use, giving you flexibility and control over costs.
Additionally, you can supercharge your human agents with the AI Copilot available as an add-on for just $20 per agent/month.
Need More Agents? Let’s create a tailored solution just for you — speak with our experts today.
Free trial: 15 days
2. UVdesk
Best for companies that want a multichannel help desk with ticketing and enterprise-level customization.
UVdesk is a customer support tool that helps businesses resolve customer issues efficiently, leading to higher satisfaction, stronger loyalty, and increased repeat purchases.
Key features
- Ticket formation
- Multichannel support
- Task management
- Security
Pros
- Includes automation for ticket formation, assignment, and task workflows.
- Offers enterprise‑level customization and differences between plans.
Cons
- Higher entry cost for paid SaaS editions compared to lightweight alternatives.
Pricing: Starts at $28/agent/month (Minimum 2 agents)
Free trial: 30 days.
3. Tidio
Best for small to mid-sized ecommerce teams that want affordable AI features and a unified inbox.
Tidio is one of the e-commerce help desk ticketing systems that offers a single inbox where businesses can control customer inquiries for better support operations.
Key features
- Live chat
- AI
- Analytics
- Integration
Pros
- Offers multichannel features including email, chat, and integrations.
- Lower entry price for small teams (Starter, Growth tiers).
Cons
- Advanced features are available only on higher‑priced plans.
Pricing: Starts at $24.17/month (100 billable conversations).
Free trial: 7 days.
4. HappyFox
Best for ecommerce teams that need automated ticketing workflows and built-in AI assistance.
HappyFox is a help desk solution that allows companies within the ecommerce industry to effectively use customer service tools.
This platform easily moves all incoming customer questions into tickets, which helps to smoothly automate recurring support tickets.
Key features
- Ticketing system
- Automation
- Assist AI
- Knowledge base
Pros
- Ticketing with automation and AI assistance.
- Efficient conversion of inquiries into automated tickets.
Cons
- Lacks built‑in marketplace integrations compared to other HappyFox alternatives.
Pricing: Starts at $21/agent/month.
Free trial: 14 days.
5. Hiver
Best for support teams operating out of shared email inboxes and needing structured collaboration within Gmail-based workflows.
Hiver is another e-commerce help desk tool that converts email inboxes shared by customer support teams into shared help desks that are both a collaborative workspace and a knowledge base.
It combines all customer interactions, performs everyday tasks, and allows agents to regulate their tasks through ticket management.
Key features
- AI
- Ticketing
- Analytics
- Collaboration
Pros
- Converts Gmail shared inbox into a structured help desk.
- Offers automation and analytics for email‑centric support teams.
Cons
- Primarily email‑focused; weaker for omnichannel ecommerce support.
Pricing: Starts at $25/agent/month.
Free trial: 7 days.
6. eDesk
Best for ecommerce brands requiring centralized support across marketplaces and stores with AI-powered classification.
eDesk is an ecommerce help desk solution that brings all your customer support into one central location, which is easy for the end users.
It delivers customer support across channels, enabling tickets to be assigned to the support teams with the right skill set to handle a particular problem.
Key features
- Integration
- eDesk AI
- Knowledge base
- Live chat
Pros
- Built for ecommerce with centralized support across marketplaces and stores.
- Includes AI features for classification and suggested replies.
Cons
- Advanced reporting and custom fields require the Professional tier.
Pricing: Starts at $39/agent/month.
Free trial: 14 days.
7. Helpwise
Best for SMB ecommerce teams looking for cost-effective omnichannel support with AI and a collaborative shared inbox.
Helpwise is software that facilitates customer service for ecommerce and consolidates all customer communications into a single platform.
The platform has a number of possible functions, including workflow automation, which is suitable for small companies.
Key features
- Omnichannel
- Automation
- Helpwise AI
- Analytics
Pros
- Automation rules and collaboration features are included even in mid‑tier plans.
- Cost‑effective for teams wanting shared inbox handling.
Cons
- Advanced integrations and analytics are available only in the Premium/Advanced tiers.
Pricing: Starts at $12/agent/month.
Free trial: 7 days.
8. LiveAgent
Best for online stores that want a budget-friendly omnichannel help desk with live chat and social media support.
LiveAgent is an easy and reliable e-commerce customer service software for online stores. By its definition, it takes care of all customer inquiries from different support channels in one place.
Key features
- Live chat
- Ticketing system
- Social media help desk
- Reporting
Pros
- Provides omnichannel support, including chat, ticketing, and social media.
- Budget‑friendly starting prices.
Cons
- Less ecommerce‑specific automation compared to other LiveAgent alternatives.
Pricing: Starts at $15/agent/month.
Free trial: 30 days.
9. Gorgias
Best for Shopify-centric ecommerce businesses needing AI-enhanced chat and sales-focused automation.
Gorgias is an AI-powered e-commerce customer experience platform that integrates with multiple e-commerce platforms, such as Shopify and Magento.
Key features
- Live chat
- AI
- Ticketing system
- Knowledge base
Pros
- Strong AI and live chat capabilities for sales and support.
- Automation for tagging and routing.
Cons
- AI automation still requires human review for some workflows.
Pricing: Starts at $10/month for 50 tickets.
Free trial: 7 days.
10. Groove
Best for smaller ecommerce teams seeking a simple shared inbox experience with live chat and lightweight automation.
Groove is a type of e-commerce software that helps facilitate customer interactions.
It lets clients use automation in emails and analytics features in the system, as well as integration with other ecommerce help desks for easier ticket handling.
Key features
- Shared inbox
- Live chat
- Knowledge base
- Reporting
Pros
- Includes email automation and analytics.
- Affordable for smaller ecommerce teams.
Cons
- Lacks advanced ecommerce workflows.
Pricing: Starts at $24/agent/month (up to 25 agents).
Free trial: 30 days.
11. Zoho Desk
Best for budget-conscious teams that need an AI-enabled, customizable omnichannel help desk.
Zoho Desk is an AI-powered customer support application that resolves support issues through features like Zia, process automation, and ticket management.
Key features
- Omnichannel
- Zia AI
- Security
- Customization
Pros
- AI‑powered support with Zia for sentiment analysis and automation.
- Lower entry pricing compared to most vendors.
Cons
- Less tailored for ecommerce‑specific needs like marketplace syncing.
Pricing: Starts at $4/agent/month.
Free trial: 15 days.
What are the essential ecommerce help desk features businesses should consider?
Several ecommerce help desk software selections contain various features, although these differences vary depending on the business type and size. They include:
- Ticketing system: Turns customer inquiries into organized tickets so teams can track, prioritize, and resolve issues efficiently. This ensures no request is missed and helps improve response times.
- Live chat: Provides real‑time support so agents can resolve questions instantly, improving response times and customer satisfaction.
- Strong knowledge base: Offers a customer self‑service library of FAQs, guides, and troubleshooting articles, empowering customers and support agents to find answers and resolve issues independently.
- Reporting and analytics: Tracks essential customer service metrics like response times, ticket volume, and customer satisfaction to help businesses identify trends and make informed improvements.
- Workflow automation and AI: Automates routine tasks like routing and categorization while AI assists with quick responses, summaries, and insights, reducing manual work and speeding up support.
- Smooth omnichannel support: Centralizes conversations from Facebook, Instagram, Telegram, email ticketing system, and SMS into one platform to ensure clients receive consistent service across all channels.
- Customization: Allows businesses to tailor their help desk to match their brand and support needs, creating a more consistent customer service experience for both customers and agents.
- Mobile support: Enables customers and agents to interact from any device, anywhere, using the mobile help desk. This flexibility improves responsiveness and overall service quality.
- Integrations: Connects the help desk with ecommerce platforms, marketplaces, and business tools to keep data synchronized and streamline workflows.
Why do you need a help desk for your e-commerce business?
Every business has its own ways of operation with unique features and purposes. Its effectiveness depends on your team’s customer service approach. Look at the advantages listed below to see how an ecommerce help desk might assist your company.
- Simplifies support workflows: Ecommerce help desk software automates repetitive tasks, reducing manual work and helping agents focus on complex issues. This leads to faster, more efficient customer service.
- Enhances customer satisfaction: A practical ecommerce help desk ensures faster, clearer customer communication and real‑time ticket updates, creating smoother shopping experiences that lead to happier customers who make repeat purchases and recommend your brand.
- Reduces response time: Companies that utilize an ecommerce help desk minimize delays by enabling quick replies through features like canned responses, automated routing, and live chat, helping teams resolve issues on time.
- Improves agent performance: Ecommerce help desks equip agents with prioritization tools, knowledge resources, automation, and AI assistance so they can work more efficiently and deliver consistent, high‑quality support.
- Organizes support documentation: Centralizing FAQs and help articles in a searchable knowledge base reduces ticket volume, making it easier for customers to find answers independently.
- Scales with your business: As your ecommerce business grows, the help desk tool can expand with you as well, accommodating increased customer inquiries without compromising the quality of customer service.
Manage customer service with the ecommerce help desk software
As you consider upgrading your customer support, remember that a suitable ecommerce help desk can transform your approach to customer service, turning it from a necessary expense into a powerful tool for growth and customer retention.
With the correct help desk software like BoldDesk and approach, choosing outstanding support is achievable for ecommerce businesses of all sizes.
You can reach out to our support team for more information and start your free trial today.
Schedule a live demo to select BoldDesk as your most effective and outstanding choice for your ecommerce help desk software.
Did you find this article interesting? Please provide your thoughts and suggestions in the section below.
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Frequently Asked Questions
Online stores need an ecommerce help desk to streamline support operations, reduce response times, automate repetitive tasks, and provide customers with consistent service across channels such as email, chat, social media, and mobile apps.
This is especially important for order issues, returns, shipping updates, and refund management.
BoldDesk supports omnichannel communication (email, chat, WhatsApp, Facebook, Instagram, SMS), offers powerful automation, includes a multilingual knowledge base, integrates with tools like Shopify, Zapier, and MS Teams, and provides AI Agents and AI Copilot for faster resolutions.
BoldDesk integrates with Shopify to sync customer profiles, order history, and shipping details directly inside the help desk, allowing agents to respond with full context and manage refunds or order issues seamlessly.
They offer multilingual help desk capabilities, global communication channels, region-neutral messaging, time zone-aligned SLAs, and customizable self-service portals, ensuring inclusivity for worldwide shoppers.
Evaluate the following: channel coverage, automation and AI capabilities, platform integrations (Shopify, marketplaces, CRM), pricing model, reporting and analytics, self-service capabilities, scalability, and multilingual support.
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