Freshdesk vs Gorgias
Side-by-side comparison of features, pricing, and ratings
At a glance
| Dimension | Freshdesk | Gorgias |
|---|---|---|
| Pricing | Free tier available; paid from $15/agent/mo (Growth) to $79/agent/mo (Enterprise) | From $10/mo (Basic) to custom (Enterprise) |
| Best For | Multi-channel support teams of any industry | Shopify ecommerce brands with 500+ tickets/mo |
| AI Automation | Freddy AI Agent; up to 30% automation | AI Agent pre-trained on 1B+ ecommerce convos; up to 60% automation |
| Native Ecommerce | Basic Shopify integration via app; no native order actions | Deep Shopify integration: order management, upsells, revenue attribution |
| Voice & SMS | Phone channel in higher plans; no native SMS | Voice and SMS (inbound/outbound) included |
| Latest News | No recent news captured | Spring 2026 Release + Gorgias MCP Open Beta |
If you're a Shopify ecommerce brand with hundreds of tickets, Gorgias's ecommerce-native AI and order workflows are unbeatable. For general businesses or those on a tight budget, Freshdesk's free tier and multi-channel versatility offer better value. Choose based on your industry: ecommerce → Gorgias; everything else → Freshdesk.
The ecommerce helpdesk with a built-in AI Agent that turns support into revenue.
Visit WebsiteWho should pick which
- Shopify brand owner (500+ tickets/mo)Pick: Gorgias
Gorgias's native Shopify order management and AI pre-trained on ecommerce data can automate 60% of tickets and upsell in conversations, directly driving revenue.
- SaaS startup support team (<10 agents)Pick: Freshdesk
Freshdesk's free tier and affordable per-agent pricing suit a small team, with omnichannel ticketing and AI up to 30% automation — no ecommerce lock-in.
- High-volume DTC brand (BFCM proof)Pick: Gorgias
Gorgias is built for Shopify Plus surge with zero-downtime during BFCM, plus proactive triggers and revenue attribution.
- Multi-channel retailer (email, chat, social, phone)Pick: Freshdesk
Freshdesk unifies all channels with phone support on higher plans and AI sentiment routing — Gorgias lacks native phone but offers voice via integration.
- Non-ecommerce business (B2B, services)Pick: Freshdesk
Freshdesk is industry-agnostic with robust workflows, SLA management, and integrations (Jira, Salesforce) — Gorgias is ecommerce-only.
Frequently Asked Questions
Freshdesk vs Gorgias: which should you choose?
If you're a Shopify ecommerce brand with hundreds of tickets, Gorgias's ecommerce-native AI and order workflows are unbeatable. For general businesses or those on a tight budget, Freshdesk's free tier and multi-channel versatility offer better value. Choose based on your industry: ecommerce → Gorgias; everything else → Freshdesk.
Which tool is better for ecommerce support?
Gorgias is purpose-built for Shopify brands, with native order actions and AI trained on 1B+ ecommerce conversations. Freshdesk lacks deep ecommerce features.
Does Freshdesk have a free plan?
Yes, Freshdesk offers a free tier for up to 10 agents with email, social, and basic ticketing. Gorgias has no free plan.
Can Gorgias integrate with non-Shopify platforms?
Gorgias integrates with BigCommerce, Magento, WooCommerce, and others, but its strongest features are Shopify-native. For non-Shopify, Freshdesk is more flexible.
Which tool has better AI automation?
Gorgias claims up to 60% automation with its ecommerce-tailored AI Agent. Freshdesk's Freddy AI resolves about 30% of queries. For ecommerce, Gorgias wins; for general use, Freshdesk is sufficient.
Which is more affordable for a 5-agent team?
Freshdesk Growth at $15/agent/mo ($75 total) is cheaper than Gorgias's typical ~$60-100/mo for similar ticket volume. However, Gorgias's automation may offset cost via ticket reduction.
Does Gorgias support voice and SMS?
Yes, Gorgias includes voice and SMS (inbound/outbound). Freshdesk phone is only in higher plans (e.g., Estate, Enterprise), and SMS is via integration.
What is the latest Gorgias update?
Spring 2026 Release with enhanced AI Agent and proactive triggers, plus Gorgias MCP Open Beta connecting to Claude/ChatGPT. Freshdesk has no recent news.
Can Freshdesk handle Shopify order actions?
Freshdesk integrates with Shopify via app but lacks native order management (refund, edit, upsell). Gorgias does this directly in the inbox.
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Last reviewed: May 12, 2026