Head-to-head · helpdesks · facts checked 13 Sept 2026
Freshworks vs Gorgias
Freshworks scores 7.8 to Gorgias's 7.6 among the helpdesks we rate, and is the better pick for 1 of the 4 kinds of buyer below.
The verdict
Freshworks wins, 7.8 to 7.6
Freshworks uniquely has 7 features · Gorgias uniquely has 4 features.
Best for
Who each one suits, decided on the criteria that matter to that buyer and the checked facts where the two differ.
Small teams on a budget
Gorgias
Freshworks 6.5 · Gorgias 7.5 on pricing
- Monthly price, cheapest paid plan: $10 against $23
Answering customers with AI
Too close to call
Freshworks 7.2 · Gorgias 7.2 on ai that answers your customers
- What the AI learns from: Freshworks not published, Gorgias Website, help_center, files
- Languages the AI answers in: Freshworks 60 languages, Gorgias 80 languages
Support teams on many channels
Too close to call
Freshworks 8.8 · Gorgias 8.8 on channels and running a support team
- Channels it works in: Freshworks Email, live_chat, whatsapp, sms, messenger, instagram, Gorgias Email, live_chat, voice, sms, whatsapp, messenger, instagram
Regulated industries
Freshworks
Freshworks 9.5 · Gorgias 7.8 on security and privacy
- Choice of data region: Us, eu, ae, in, au against Us, eu
- ISO 27001: Freshworks yes, Gorgias does not say
Section 01
How they score
Both are scored the same way, against the other helpdesks we rate, from facts on each vendor's own pages. Freshworks leads on 2 of 7 criteria.
AI that answers your customers25% of the score
Freshworks7.2
Gorgias7.2
Pricing20% of the score
Freshworks6.5
Gorgias7.5
Channels15% of the score
Freshworks8.0
Gorgias8.0
Security and privacy15% of the score
Freshworks9.5
Gorgias7.8
Running a support team10% of the score
Freshworks10.0
Gorgias10.0
Integrations10% of the score
Freshworks7.5
Gorgias7.5
Support and branding5% of the score
Freshworks6.2
Gorgias3.8
Section 02
Where they differ
Every point where the two vendors' published facts disagree, with a link to where each fact was read. "Not published" means the vendor does not say either way.
Published by only one of them
What the AI learns from
Freshworks
Not published
Channels it works in
ISO 27001
Gorgias
Not published
Does not train AI on your data
Freshworks
Not published
Connects to Zendesk, Salesforce, HubSpot, Shopify and others
Remove the vendor's branding
Freshworks
Not published
Gorgias
No
Where they match (11)
Section 03
Pricing, plan by plan
Every plan each vendor publishes, monthly and yearly where both are offered.
Freshworks
Starter
$29/mo · $228/yr
Incident management, knowledge management, task management, support portal
Growth
$59/mo · $588/yr
Service catalog, SLA management, on-call management, cloud management
Pro
$119/mo · $1,188/yr
Unified IT service management with AI, includes Freddy AI Copilot
Enterprise
Custom
Advanced features and customizations, Freddy AI included
Gorgias
Starter
$10/mo · N/A
~50 tickets/mo helpdesk base; AI Agent add-on pay-per-resolution; unlimited agents
Starter (with ai agent)
$40/mo · N/A
~50 tickets/mo helpdesk base; AI Agent add-on pay-per-resolution; unlimited agents
Basic
$60/mo · $600/yr
~300 tickets/mo; core helpdesk + AI Agent pay-per-resolution; unlimited agents
Basic (with ai agent)
$90/mo · $924/yr
~300 tickets/mo; core helpdesk + AI Agent pay-per-resolution; unlimited agents
Pro
$360/mo · $3,600/yr
~2,000 tickets/mo; advanced automation, revenue reporting; unlimited agents
Pro (with ai agent)
$550/mo · $5,652/yr
~2,000 tickets/mo; advanced automation, revenue reporting; unlimited agents
Advanced
$900/mo · $9,000/yr
~5,000 tickets/mo; full feature set, priority support; unlimited agents
Advanced (with ai agent)
$1,430/mo · $14,724/yr
~5,000 tickets/mo; full feature set, priority support; unlimited agents
Enterprise
Custom
5,000+ tickets/mo; custom contract, dedicated support, SLA guarantees
Section 04
Pros and cons
From each tool's full review, written from the same checked facts.
Freshworks
Pros
- Freshworks offers a genuinely free Freshdesk plan with unlimited agents and no time limit, which is rare at this scale.
- The platform covers customer support, sales, CRM, marketing automation, and IT operations under one ecosystem, reducing vendor sprawl.
- Freddy AI is trainable on company-specific data, making it more useful than generic AI tools for teams with custom support workflows.
- Freddy AI handles automated conversations, suggests agent replies, pulls from the knowledge base, and detects ticket sentiment.
- Freshdesk's SLA management is consistently praised by support managers in G2 and Capterra reviews.
- With 60,000+ business customers, Freshworks is a proven, mature platform with over a decade of development behind it.
- The product suite — Freshdesk, Freshchat, Freshsales, Freshservice — is designed to integrate natively, reducing data gaps between tools.
Cons
- The platform is a family of separate products rather than one unified tool, which can add complexity for teams wanting a simple solution.
- Freddy AI relies on proper training and setup to be effective — teams with generic or minimal documentation may see limited value.
- The breadth of the ecosystem may overwhelm smaller teams that only need one or two core functions.
- Freshservice targets a completely different audience (IT service management), which can cause confusion about what the platform actually is.
- The marketing page oversimplifies what is actually a multi-product suite, creating expectation gaps for new buyers.
- Dependence on OpenAI and third-party LLMs for Freddy AI means the platform's AI quality is partially outside Freshworks' control.
Gorgias
Pros
- Native one-click Shopify integration pulls order data, customer history, and product catalog directly into the conversation view.
- Agents can issue refunds, apply discounts, cancel orders, and initiate upsells without leaving the ticket interface.
- AI Agent 3.0 is built on an OpenAI partnership and trained on over a billion support conversations, fine-tuned specifically for ecommerce.
- The AI is positioned to drive revenue through pre-sale guidance and upsells, not just ticket deflection.
- Shopify invested directly in Gorgias, explaining the exceptional depth of the native integration.
- Serves over 17,000 ecommerce brands with a claimed 40% market share among Shopify stores.
- Omnichannel inbox consolidates support across channels with an AI layer built on top for automation.
Cons
- For non-Shopify ecommerce brands, the value proposition becomes significantly more complicated and less compelling.
- The product is narrowly purpose-built for ecommerce, making it a poor fit for general-purpose helpdesk use cases.
- The research is based on third-party reviews and vendor documentation rather than direct hands-on product testing.
- Pricing complexity may emerge at scale, as suggested by 'the math gets complicated fast' for non-Shopify users.
- Heavy reliance on AI automation may not suit brands that prefer high-touch, human-led customer support workflows.
- Peak season ticket backlogs remain a recurring complaint among operators in Shopify forums and G2 threads.
Section 05
Freshworks vs Gorgias: common questions
Which is better, Freshworks or Gorgias?
Freshworks scores 7.8 and Gorgias 7.6 out of 10 among the helpdesks we rate. Freshworks is ahead on security and privacy and support and branding. Gorgias is ahead on pricing.
Is Freshworks or Gorgias cheaper?
Freshworks's cheapest paid plan is $23/mo and Gorgias's is $10/mo. Compare what each plan includes below before going on price alone.
Do Freshworks and Gorgias have a free plan?
Neither has a free plan.
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