Freshdesk vs Gorgias
Converge Team
Side-by-side comparison for 2026
| Feature | Freshdesk | Gorgias |
|---|---|---|
| Starting Price | From $79/seat/mo | From $360/mo |
| Best For | Mid-sized businesses needing traditional helpdesk with automation | Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities |
| Standout Feature | Freddy AI for automated ticket classification and responses | Deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform |
| Free Plan | ✓ | ✗ |
| G2 Rating | 4.4/5 | 4.6/5 |
Freshdesk and Gorgias represent two different approaches to customer support. Freshdesk is a traditional helpdesk solution with a free tier, while Gorgias focuses specifically on ecommerce businesses with deep Shopify integration.
Both platforms have strong user ratings (Freshdesk 4.4/5, Gorgias 4.6/5 on G2), but serve different market segments with distinct pricing models and feature sets.
Feature Comparison
Freshdesk excels in traditional helpdesk features including comprehensive ticketing systems, workflow automation, and multi-channel support. Its strength lies in being a full-featured support platform suitable for various industries.
Gorgias specializes in ecommerce support with native Shopify integration, allowing agents to view order details, process refunds, and manage customer data directly from the support interface. Its AI automation is specifically designed for ecommerce workflows.
The main trade-off is Freshdesk's broader applicability versus Gorgias's ecommerce specialization and more modern interface.
Pricing Comparison
Freshdesk uses per-agent pricing from $0-$79/agent/month, making it cost-effective for smaller teams but expensive as you scale. The free tier supports up to 10 agents with basic features.
Gorgias charges $10-$900/month based on ticket volume rather than agent count, which can be more economical for larger teams but expensive at high volumes. There's no free tier available.
The per-agent model favors small teams, while volume-based pricing benefits larger support operations.
Freshdesk
Pros
- ✓ Mature platform with proven reliability
- ✓ Strong automation and workflow capabilities
- ✓ Good integration ecosystem
Cons
- ✗ Messaging channels require add-ons
- ✗ Interface can feel dated
- ✗ Complex setup for multi-channel
Gorgias
Pros
- ✓ Excellent ecommerce platform integrations with order management capabilities
- ✓ Powerful automation and AI features that reduce manual work
- ✓ Unified inbox that consolidates all customer communications
Cons
- ✗ Pricing can become expensive for high-volume support teams
- ✗ Complex setup process for advanced automation rules
- ✗ Limited notification options for new tickets
Verdict
Choose Freshdesk if you need a traditional helpdesk with ticketing and automation, especially if you want to start free. Choose Gorgias if you're an ecommerce business that needs deep Shopify integration and AI-powered automation.
Choose Freshdesk if: You need a traditional helpdesk solution, want to start with a free tier, or serve non-ecommerce industries. The per-agent pricing works well for smaller teams.
Choose Gorgias if: You're an ecommerce business needing deep Shopify integration and modern AI automation. The volume-based pricing suits larger support teams better.
Alternative consideration: Converge offers up to 15 agents for a flat $49/month, potentially providing better value than both options for growing teams.
Looking for more options? Browse all 750+ platform comparisons, or see all Freshdesk comparisons and all Gorgias comparisons.