Help desks for ecommerce stores: Shopify, orders beside the ticket, refunds and order templates

*Six of the nine help desks we rank state at least two of the four features below on their entry plan. Gorgias and Freshdesk state all four. Zendesk, HubSpot Service Hub and Zoho Desk don't make our list.*

Most store support is about orders: where is it, can I change it, can I get my money back. Four things help: a Shopify integration, the customer's orders beside the ticket, refunds or order edits without leaving the help desk, and reply templates that pull in order details. Here is what each help desk in our help desk ranking says about each, on its entry plan (the cheapest paid plan that allows three agents). All were read on Oct 1, 2026.

A Shopify integration

• Gorgias (Starter, $10 a month for 3 seats): "The account owner and admins can connect or delete a Shopify integration All Helpdesk plans".
• Freshdesk (Growth, $19 an agent billed annually): "The Shopify app for Freshdesk lets you support multiple stores to bring all your customers' order information from Shopify to your support helpdesk." The article ticks Growth, Pro and Enterprise.
• Help Scout (Standard, $25 a user billed annually): "Install the Shopify app for Help Scout and you'll be able to import customer contact information (email address and physical address)". Standard includes access to 100+ apps.
• Re:amaze (Basic, $26.10 a member billed annually): "Re:amaze works natively with the world’s most popular eCommerce platforms such as Shopify, BigCommerce, WooCommerce, and Magento."
• LiveAgent (Small business, $15 an agent billed annually): a "Shopify Integration" plugin. No plan restriction is named.
• Front (Starter, $25 a seat billed annually): "Front integrates with Shopify so your sales and support team always have a complete picture of their customers." Its help article says it is on all plans.
• HubSpot Service Hub (Starter, $20 a seat at list price): a data sync, "to keep customer, company, product, order, and cart data synchronized between the two apps." Starter is currently shown at $7 a seat billed annually as an offer with no end date; we will re-check it on Oct 15, 2026.
• Zendesk (Support Team, $19 an agent billed annually): not counted. Its action-flows article lists Support Team, but its Shopify setup article says Support customers must also have Chat, which Support Team doesn't include. Where its pages conflict, we use the worse reading for the buyer.
• Zoho Desk (Express, $7 a user billed annually): not on Express. Zoho's own extension lists "Compatible Editions Professional Enterprise CRM Plus Zoho One ServicePlus".

Order details beside the ticket

• Gorgias: "instant access to customer order history, shipping details, and purchase data directly alongside each ticket".
• Freshdesk: "After successful installation, the Shopify widget appears in the ticket details page in Freshdesk."
• Help Scout: "view full order details (including products and discounts) and refund, cancel, edit, or duplicate your customer's most recent orders right in the customer sidebar."
• Re:amaze: "Access and modify customers’ orders directly from your Re:amaze conversations and stop looking for order statuses all over the place!"
• LiveAgent: "By using this integration you will be able to see your customer’s orders in the ticket detail section of your LiveAgent account."
• Front: "You can view information about your customers and their orders directly in Front. Select Shopify from the app switcher in your inbox".
• HubSpot's Shopify article shows orders on contact records and doesn't say they appear beside a ticket.
• Zendesk's action flows can "automatically populate customer information and order details when handling tickets", but an admin builds them, and we don't count them on Support Team (see above).
• Zoho Desk's extension shows recent Shopify orders, but not on Express.

Refunds or order edits from the help desk

• Gorgias: "perform order actions like refunds and cancellations without leaving Gorgias."
• Freshdesk: "configure the options to allow agents to perform cancellations and refunds directly from the Freshdesk widget."
• Help Scout: "Edit, duplicate, refund, and cancel orders".
• Re:amaze: its pages say agents can "modify customers’ orders" and the help centre shows Shopify draft orders, but they don't name refunds or cancellations, so we count refunds as not stated.
• LiveAgent and Front don't say. Front's help article says clicking a link opens the page in Shopify.
• HubSpot: no. "Shopify orders can't be changed in your HubSpot account as they are synced one-way from Shopify to HubSpot."
• Zendesk: action flows can cancel an order and "also issue a refund, restock items, and notify the customer", not counted on Support Team.
• Zoho Desk: its Shopify extension lists no refund, cancel or edit action.

Order-aware reply templates

• Gorgias: "If you connected a Shopify store to Gorgias, macros can be used to duplicate, cancel, refund, and edit orders."
• Freshdesk: the Shopify app lists "Use canned responses specific to Shopify".
• Re:amaze: "Use powerful dynamic variables to craft response templates, auto workflows, and autoresponders to instantly reply back with order status!" Response templates are on Basic.
• Help Scout and Zendesk have saved replies or macros on every plan, but their Shopify pages don't say these can insert order data.
• LiveAgent, Front and HubSpot don't say. Front and HubSpot macros start at Professional.
• Zoho Desk: not on Express.

Which help desks make our list

Our list for ecommerce stores ranks the help desks that state at least two: Gorgias, Freshdesk, Help Scout, Re:amaze, LiveAgent and Front. If Zendesk's action-flows article were read the other way, Zendesk would state three; we keep the worse reading until its pages agree.