Find out why your Zendesk AI Agent isn't resolving tickets.

We ran live A/B testing on a Zendesk account connected to a real Shopify store with real customer data and orders. Every limitation on this page was observed first-hand, not pulled from documentation alone. We also cross-checked every finding against Zendesk's own support AI, Zea, for verbal confirmation.

For read actions and low-risk writes (order lookup, address changes on unshipped orders, reship requests, subscription pauses, tracking lookups, etc.), Gorgias AI Agent runs end-to-end autonomously with no human in the loop. For high-risk actions like cancellations and refunds, merchants set the HITL policy they want, from fully autonomous for low-value orders to human-approval for every case. The customer always stays in control of the risk envelope.

Copilot is Zendesk's agent-assist bundle. It's a paid add-on at $50/agent/month, available only on Suite Professional or higher (not on Team or Growth). It unlocks eight features: Auto Assist, Intelligent Triage, suggested replies, ticket summaries, merge suggestions, macro suggestions, voice-call summaries, and real-time AI suggestions. Auto Assist both drafts replies and suggests Shopify cancel / refund / lookup actions, but a human agent still clicks Approve before anything destructive runs.

Gaia is a free Chrome extension by Gorgias. It reads your Zendesk tickets from your authenticated browser session, clusters intents, detects AI failures and coverage gaps, and drafts ready-to-use procedures grounded in your real ticket data. It never stores your tickets and runs at your agent access level.

Zendesk's native Shopify cancel and refund actions only operate on unfulfilled orders. Once a customer's order has shipped, is partial-fulfilled, or already refunded, those actions are out of reach of the AI, your agents have to manually log in to Shopify. Gorgias's native Shopify actions cover all order states, plus native integrations to the subscription, returns and tracking apps ecommerce brands actually use.