Freshworks vs Gorgias
Freshworks uniquely has 8 features · Gorgias uniquely has 4 features.
| Freshworks | Gorgias | |
|---|---|---|
| Company | ||
| Founded | 2010 | 2015 |
| HQ | San Mateo, USA | San Francisco, USA |
| AI model | Freddy AI (Proprietary, built on OpenAI and other LLMs) | OpenAI (direct partnership, fine-tuned for ecommerce) |
| User base | 60,000+ businesses | 17,000+ ecommerce brands |
| Platforms | Web, iOS, Android, Chrome | Web, iOS, Android, Chrome Extension |
| Languages | 30+ | Multiple — 30+ languages supported |
| Pricing | ||
| Pricing model | Subscription | Usage-based |
| Free plan | No | No |
| Free trial | Yes | Yes |
| Starting price | $29/mo | $10/mo |
| Enterprise | Custom | $900/mo |
| All plans | Starter$29/moGrowth$59/moPro$119/moEnterpriseCustom | Starter$10/moStarter (with ai agent)$40/moBasic$60/moBasic (with ai agent)$90/moPro$360/moPro (with ai agent)$550/moAdvanced$900/moAdvanced (with ai agent)$1,430/moEnterpriseCustom |
| Positioning | ||
| Best for | IT teams | E-commerce brands scaling customer support |
| Differentiator | Freddy AI included in Enterprise plan with AI Copilot add-on available across Pro and Enterprise | The only helpdesk natively built into Shopify with a unified AI Agent that handles pre-sale to post-sale conversations, automates 60% of support, and directly drives measurable revenue through upsells and guided shopping. |
| Competitors | Zendesk, Intercom, HubSpot Service Hub, Salesforce Service Cloud, Zoho Desk | Zendesk, Kustomer, Gladly, Intercom, Re:Amaze, Richpanel, Zowie, Siena, Yuma, Ada |
| Features | ||
| AI Agent | — | ✓ |
| Change Management | ✓ | — |
| Freddy AI Copilot | ✓ | — |
| Helpdesk | — | ✓ |
| Incident Management | ✓ | — |
| Knowledge Management | ✓ | — |
| No Credit Card for Trial | — | ✓ |
| Per Ticket Overage Pricing | — | ✓ |
| Sla Management | ✓ | — |
| Workload Management | ✓ | — |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | ✓ | ✓ |
| Sentiment Analysis | ✓ | ✓ |
| Sla Management | ✓ | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | — |
| Key Integrations | Salesforce, HubSpot, Slack, Shopify, Zapier, Jira, Microsoft Teams, Google Workspace, WhatsApp, Facebook Messenger, Twilio | Shopify, WooCommerce, BigCommerce, Magento, PrestaShop, Klaviyo, Recharge, Yotpo, Instagram, Facebook, WhatsApp, SMS, Voice, OpenAI |
| Salesforce | ✓ | — |
| Shopify | ✓ | ✓ |
| Slack | ✓ | ✓ |
| Zapier | ✓ | ✓ |