Freshdesk vs Gorgias: Help Desk Software Compared (2026)
Freshdesk and Gorgias are both help desks, but they target different businesses and bill in opposite ways.
- Verified 27 Oct 2026Sources are dated on this page
- 7 sourcesLinked, typed and dated
- No winner declaredFit depends on your criteria
- Not tested by Stack18Editorial summary of documented facts
Freshdesk vs Gorgias: the short answer
Freshdesk and Gorgias are both help desks, but they target different businesses and bill in opposite ways. Freshdesk, from Freshworks, is a general-purpose ticketing help desk sold per agent in Growth, Pro and Enterprise plans, with Freddy AI as an add-on layer. Gorgias is an ecommerce-native help desk built around Shopify and similar stores, with unlimited users and a monthly price set by a bucket of billable tickets.
The sources reviewed describe the choice as breadth and value against store depth. Freshdesk is described as the cheaper, broader option for B2B, SaaS and service teams, with a phone channel and predictable per-agent pricing. Gorgias is described as the stronger option for Shopify stores, with refunds, edits and cancellations inside the ticket, but with no native phone channel and a bill that rises with ticket volume.
We compare what independent 2026 sources and Freshworks' own page support and mark the rest Unknown. Two sources sell competing products, and Freshworks' page is vendor-authored. No winner is declared: the better fit depends on your platform, ticket volume and headcount.
Choose Freshdesk if you- B2B, SaaS and service teams that want a low per-agent price and a phone channel
- Teams with stable headcount and high ticket volume
- Teams that want AI adopted in stages
Choose Gorgias if you- Shopify and other online stores with order-driven support
- Small teams with many agents and moderate ticket volume
- Teams that want refunds, edits and cancellations inside the ticket
Freshdesk and Gorgias at a glance.
One card per product, drawn from each full profile. Open a profile for features, pricing plans, limits and sources.
Freshdesk
Freshworks Inc. · Customer Support Software
Freshdesk is a cloud-based customer support and ticketing platform from Freshworks, sold per agent per month in Growth, Pro and Enterprise plans with Freddy AI as an add-on layer.
- Pricing
- Free Program for up to 2 agents (6 months); Growth reported at $19 per agent per month billed annually.
- Best for
- Small and mid-size teams that want ticketing with automation at a low entry price
Gorgias
Gorgias, Inc. · Customer Support Software
Gorgias is a customer support helpdesk built for e-commerce brands that unifies email, chat, SMS, social and voice conversations in one inbox, pulls order data from Shopify and other storefronts, and offers macros, rules and an AI Agent.
- Pricing
- No free plan; plans reported from $10 per month (Starter, 50 tickets, monthly billing only).
- Best for
- Shopify and other online stores with growing support volume
Freshdesk vs Gorgias: feature-by-feature comparison.
Every row is drawn from the sources listed below. Rows that differ are marked, and you can filter the table to show only those.
- YesDocumented
- PartialAvailable with limits or on some plans
- NoDocumented as unavailable
- UnknownNot documented in the sources reviewed
| Dimension |  Freshdesk |  Gorgias |
|---|---|---|
| Product | ||
| Core approach | YesGeneral-purpose, omnichannel ticketing help desk with automation, SLAs and a large marketplace. | YesEcommerce-native help desk with Shopify data and actions inside the ticket. |
| Pricing | ||
| Pricing basis | YesPer agent per month with unlimited tickets. | YesMonthly bucket of billable tickets with per-ticket overage; unlimited users. |
| Entry price | YesGrowth at $19 per agent per month billed annually, raised from $15 in 2026. | YesStarter at $10 a month for 50 tickets; Basic at $50 for 300. |
| Mid and upper plans | YesPro at $55 and Enterprise at $89 per agent per month billed annually. | YesPro at $300 for 2,000 tickets and Advanced at $750 for 5,000, billed annually. |
| Free plan or trial | PartialFree for up to two agents; our profile lists a six-month Free Program. | PartialA seven-day trial is reported; no free tier was identified. |
| AI | ||
| AI agent billing | YesFreddy AI Agent at about $49 per 100 sessions after 500 included once on Pro and Enterprise, billed whether or not a session resolves. | YesAI Agent at about $0.90 to $1.00 per resolution; sources say a resolution can also count against the ticket allotment. |
| Agent assistDiffers | YesFreddy Copilot about $29 per agent per month on Pro and Enterprise. | UnknownAgent assist pricing was not documented in the sources reviewed. |
| Ecommerce | ||
| Shopify actionsDiffers | PartialShopify data appears in a sidebar through an integration; guides say refunds and edits cannot be made from inside Freshdesk. | YesNative in-ticket actions such as refunds, order edits and cancellations. |
| Phone | ||
| Phone channelDiffers | YesPhone through Freshcaller, which routes to a human. | NoNo native phone channel per one guide. |
| Fit | ||
| Non-ecommerce useDiffers | YesDescribed as suiting B2B, SaaS and service teams. | PartialDescribed as narrow by design, with fewer general-purpose and B2B features. |
| Scale | ||
| How cost grows | PartialGrows with headcount; annual seat commitments. | PartialGrows with ticket volume, which suits seasonal swings but gets expensive at high volume. |
| Marketplace | ||
| Ecosystem | YesLarge Freshworks marketplace. | YesDescribed as the widest ecommerce app marketplace by a competing vendor. |
Freshdesk vs Gorgias pricing.
Freshdesk pricing
Per agent per month by plan, billed annually by default, with Freddy AI Copilot priced per agent and AI Agent priced per session.
- Free Program$0 for up to two agents
- Growth$19 per agent per month billed annually; about $23 billed monthly
- Pro$55 per agent per month billed annually; about $66 billed monthly
- Enterprise$89 per agent per month billed annually; about $107 billed monthly
- Freddy AI add-onsCopilot about $29 per agent per month; AI Agent sessions about $49 per 100 after 500 included
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 15 Oct 2026.
All Freshdesk plans and sources
Gorgias pricing
Monthly price set by a bucket of billable tickets (Starter, Basic, Pro, Advanced, Enterprise), with unlimited users and per-ticket overage. The AI Agent is an add-on billed per resolution.
- Starter$10 per month
- Basic$50 per month billed annually; $60 billed monthly
- Pro$300 per month billed annually; $360 billed monthly
- Advanced$750 per month billed annually; $900 billed monthly
- EnterpriseCustom pricing
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 17 Oct 2026.
All Gorgias plans and sourcesThe two models cross over at different volumes. Our arithmetic on reported annual prices for a 10-agent team gives $190 a month on Freshdesk Growth ($19 x 10), about $2,280 a year, and $550 a month on Pro ($55 x 10), about $6,600 a year, whatever the ticket count. On Gorgias the same team pays $300 a month on Pro for up to 2,000 tickets, about $3,600 a year, or $750 a month on Advanced for up to 5,000, about $9,000 a year.
So at 2,000 tickets Gorgias at $3,600 sits between Freshdesk Growth and Pro, and at 5,000 tickets Gorgias at $9,000 costs more than Freshdesk Pro at $6,600. A store with a few agents and moderate volume tends to favour Gorgias, while a team with high volume and a stable headcount tends to favour Freshdesk's flat per-agent model.
AI can change the totals on both sides. Gorgias bills about $0.90 to $1.00 per AI resolution, which can also use ticket capacity, while Freshdesk bills about $0.49 per Freddy session whether or not it resolves. Prices rose on every Freshdesk tier in 2026, so confirm current terms with both vendors.
Prices and plans change. Confirm current terms with each vendor before you decide.
Freshdesk vs Gorgias: implementation, ecosystem, AI and security.
Ease of implementation and usability
We did not test setup or migration for either product. Guides describe Gorgias as quick for Shopify stores because order data and actions are native, and Freshdesk as needing more configuration and a third-party app for store actions. Pilot one week of real tickets in each.
Integrations and ecosystem
Gorgias is built around Shopify and similar storefronts and treats store data as first-class inside tickets. Freshdesk offers the larger Freshworks marketplace and a Shopify integration that shows order information in a sidebar. Check the specific store and logistics tools you use.
AI capabilities
Gorgias sells an ecommerce-focused AI Agent that can act on orders, billed per resolution. Freshdesk sells Freddy as separate pieces: Copilot for agents and an AI Agent billed per session. One competing vendor warns about Freddy's session meter and another about Gorgias's double metering, so model both on your own volume. We did not test resolution rates.
Security, deployment and administration
Freshdesk lists audit logs and skills routing on Enterprise. Gorgias is reported to be GDPR compliant with EU hosting. We did not review certifications or data residency for either product, so request current security documentation.
Freshdesk and Gorgias: each option, in balance.
Freshdesk
Strengths and limitations from the profile
- Entry paid pricing is lower than many help desks, with automation and SLAs on Growth.
- A time-limited Free Program lets very small teams try the product.
- Freddy AI is split into Copilot, AI Agent and Insights, so teams can adopt AI in stages.
- Prices rose across every tier in 2026, so older guides show lower figures.
- Freddy AI Copilot is only sold on Pro and Enterprise, raising the real per-seat cost.
- AI Agent sessions are priced per session, and the 500 included sessions are a one-time pool per account.
- Multichannel support needs the separate, pricier Omni product.
Gorgias
Strengths and limitations from the profile
- Unlimited users on every plan means adding agents does not raise the subscription price.
- Reviewers describe a deep Shopify integration where agents act on orders without leaving the ticket.
- A unified inbox covers email, chat, SMS, social, WhatsApp and voice with customer context attached.
- Low entry prices of $10 to $50 a month suit small stores with modest ticket volume.
- Macros with order variables and rules reduce repetitive typing and routing work.
- The AI Agent is billed per resolution, and a resolved conversation can also count as a billable ticket, so costs can compound.
- Ticket overage of $0.36 to $0.40 each can make costs rise quickly when volume spikes.
- There is no free plan, and the Starter plan has no automation or AI Agent.
- The platform is built for e-commerce and is less suited to B2B SaaS or service businesses without storefront order data.
- SMS and voice channels may carry usage-based fees on top of plan prices.
Freshdesk or Gorgias: which fits which situation?
No overall winner is declared. The better choice depends on the criteria that matter most to you, so test both against your own requirements.
Choose Freshdesk if you…
- B2B, SaaS and service teams that want a low per-agent price and a phone channel
- Teams with stable headcount and high ticket volume
- Teams that want AI adopted in stages
Choose Gorgias if you…
- Shopify and other online stores with order-driven support
- Small teams with many agents and moderate ticket volume
- Teams that want refunds, edits and cancellations inside the ticket
Switching between Freshdesk and Gorgias.
Moving between Freshdesk and Gorgias means exporting tickets and macros, rebuilding rules and channels, and recreating Shopify actions, which Freshdesk handles differently. Confirm the target plan covers the channels you use, and run both in parallel on one queue.
- Export a sample of your data and test an import into the other product.
- List the automations, integrations and permissions you would need to rebuild.
- Pilot with one team before a full cut-over.
- Check contract terms and notice periods with both vendors.
General guidance, not specific to either vendor. Confirm migration options with the vendors.
Freshdesk vs Gorgias: questions and answers
Is Freshdesk or Gorgias cheaper?
It depends on volume and headcount. A 10-agent team pays about $190 a month on Freshdesk Growth or $550 on Pro regardless of tickets, while Gorgias is $300 a month for 2,000 tickets and $750 for 5,000.
How do Freshdesk and Gorgias bill for AI?
Freddy AI Agent is about $49 per 100 sessions after 500 included once on Pro and Enterprise. Gorgias AI Agent is about $0.90 to $1.00 per resolution, and a resolution can also count against the ticket allotment.
Which is better for Shopify?
Guides favour Gorgias, which offers native in-ticket actions. Freshdesk shows order data in a sidebar and guides say it cannot take actions.
Does Gorgias have a phone channel?
No native phone channel was reported. Freshdesk offers phone through Freshcaller.
Does Freshdesk have a free plan?
Freshdesk offers a free option for up to two agents, which our profile lists as a six-month program. Gorgias offers a seven-day trial.
Does Gorgias charge per agent?
No. Gorgias includes unlimited users and charges by monthly ticket volume.
Which is better for non-ecommerce teams?
Guides describe Freshdesk as the better fit for B2B, SaaS and service teams.
Where this comparison comes from.
- Freshdesk vs Gorgias (2026): Which Should You Choose? Macha Third-party Accessed 27 Oct 2026
- Freshdesk vs Gorgias: the honest Shopify pick (2026) Ringly Third-party Accessed 27 Oct 2026
- Freshdesk vs Gorgias: Which helpdesk is right for you in 2026? eesel AI Third-party Accessed 27 Oct 2026
- Freshdesk vs Gorgias (vendor comparison page) Freshworks Official Accessed 27 Oct 2026
- Best Freshdesk alternatives (Richpanel sells a competing product) Richpanel Third-party Accessed 27 Oct 2026
- Gorgias vs. Zendesk (vendor comparison page) Gorgias Official Accessed 27 Oct 2026
- Gorgias vs Zendesk for ecommerce support (2026) eesel AI Third-party Accessed 27 Oct 2026
Comparison rows summarise the sources listed and the two profiles. Confirm current details with each vendor. Stack18 has not tested either product. One or both profiles are secondary-source profiles: vendor pages were not reviewed directly, so verify figures with the vendors.
Ready to test Freshdesk and Gorgias?
Check each vendor's current pricing and terms, run both against a real scenario from your business, or talk to Stack18 if off-the-shelf software is not the answer.
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