Gorgias vs Freshdesk
Freshdesk and Gorgias, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Freshdesk
Omnichannel customer service platform with built-in AI.
Best for SMB to enterprise ticketing; strong for ecommerce.
2010 · San Mateo, USA
Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- FreshdeskPer agent/month. AI billed separately.
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- Free plan
- FreshdeskFree tier for up to 2 agents
- GorgiasNo
- Free trial / guarantee
- Freshdesk14 days, no card
- Gorgias7 days, no payment.
- Price
- Freshdesk$19/agent/mo (Growth); $29 Omni · $55/agent/mo (Pro); $79 Omni · $89/agent/mo (Enterprise); $119 Omni
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- Seat minimum
- FreshdeskNone stated
- GorgiasNone. Starter 3 seats; others up to 500.
- Unlimited agents
- FreshdeskNo. Priced per agent.
- GorgiasNo. Starter 3; others up to 500.
- Implementation fee
- FreshdeskNot disclosed
- GorgiasNot disclosed (enterprise includes implementation).
- Transparency
- FreshdeskHigh for plans; services not disclosed
- GorgiasStarter to Advanced public; Enterprise custom.
- Pricing last verified
- Freshdesk2026-06-02
- Gorgias2026-06-02
Channels
Where each tool can talk to customers.
- FreshdeskNative
- GorgiasNative
- Live chat
- FreshdeskNative (Freshchat, Omni plans)
- GorgiasNative
- In-app messenger
- FreshdeskNative (Freshchat widget)(claimed)source
- GorgiasNative (Shopify widget, no code).
- Voice
- FreshdeskAdd-on (Freshcaller, a separate product)
- GorgiasNative (add-on, $0.40–1.20/ticket).
- SMS
- FreshdeskVia integration (Twilio and others)
- GorgiasNative (add-on, $0.41–0.80/ticket).
- FreshdeskNative on Omni; integration otherwise
- GorgiasNative (free to add; billable tickets).
- Social
- FreshdeskNative (Facebook, Instagram, X)
- GorgiasNative (Instagram, Facebook).
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- FreshdeskAdd-on. Freshcaller is a separate product.
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Voice AI / transcription
- FreshdeskYes. Transcription and summaries (via Freshcaller).
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Telephony billed separately
- FreshdeskYes. Freshcaller is billed separately.
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- FreshdeskYes. Freddy AI Agent resolves tickets end to end.(claimed)source
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Copilot / Assist mode
- FreshdeskYes. Freddy Copilot drafts replies, summarizes, and translates.(claimed)source
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Claimed automation rate
- FreshdeskUp to 80% of queries(claimed)source
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- AI channel coverage
- FreshdeskEmail, chat, WhatsApp, Facebook, Instagram(claimed)source
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Agentic actions (API) vs answer-only
- FreshdeskTakes actions like refunds and order updates(claimed)source
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Knowledge sources
- FreshdeskHelp articles, web pages, uploaded files, custom Q&A. Not past tickets.
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Underlying model
- FreshdeskAzure OpenAI (GPT-3.5 and GPT-4)
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Trains on past tickets
- FreshdeskNo. On the roadmap.
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Pre-deploy simulation / sandbox
- FreshdeskNot disclosed
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Multilingual
- FreshdeskYes. 60+ languages.(claimed)source
- GorgiasYes. Any LLM-supported language, auto-detect.
- Runs on your existing helpdesk vs native-only
- FreshdeskNative to Freshdesk only
- GorgiasNative only.
- AI pricing model
- FreshdeskPer session for the AI Agent (a 72-hour window). Copilot is a per-agent add-on.
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- AI unit price
- FreshdeskFirst 500 sessions free, then $49 per 100
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Copilot / Assist price
- Freshdesk~$29/agent/mo(3rd-party)source
- GorgiasNo separate price (coaching included).
How Open.cx compares
Open.cx runs on top of Freshdesk or Gorgiasas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- FreshdeskYes. SOC 2 Type II.
- GorgiasSOC 2 Type II (since 2020).
- GDPR
- FreshdeskYes. EU-US DPF certified.
- GorgiasYes. DPA; EU data on EU GCP servers.
- HIPAA / PCI
- FreshdeskYes. BAA, on Enterprise.
- GorgiasSupported (enterprise compliance feature).
- SSO / SAML
- FreshdeskYes. SAML SSO.
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Data residency
- FreshdeskYes. US, EU, UAE, India, Australia.
- GorgiasEU data on EU GCP; broader options not disclosed.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Freshdesk1,000+ apps in the marketplace
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Shopify depth
- FreshdeskFree Shopify app. Orders, refunds, cancellations, multi-store.
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Open / public API
- FreshdeskYes. REST API.
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Developer SDK / MCP
- FreshdeskYes. Serverless SDK.
- GorgiasNo official SDK; developers.gorgias.com API reference.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- FreshdeskYes. Low-code rule builder.
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Triggers / automations
- FreshdeskYes. Time and event triggers.
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Routing
- FreshdeskYes. Skill-based, round-robin, load-balanced.
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Macros / canned responses
- FreshdeskYes. Canned responses and templates.
- GorgiasYes. Macros (AI-sorted), all plans.
- SLA management
- FreshdeskYes. Multiple SLA policies.
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
Collaboration
How support teams work a queue together.
- Internal notes
- FreshdeskYes
- GorgiasYes. @-mentions, permanent.
- Collision detection
- FreshdeskYes (Growth+). $5/agent/mo add-on.
- GorgiasYes. Banner when another agent is viewing or editing.
- Side conversations
- FreshdeskYes. Threads, plus external collaborators on Pro+.
- GorgiasNot disclosed
- Shared inbox
- FreshdeskYes
- GorgiasYes. Unified inbox.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- FreshdeskYes. Multilingual.
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Help center
- FreshdeskYes. Customer portal.
- GorgiasYes. External and internal KB.
- Community forum
- FreshdeskYes
- GorgiasGorgias Community is product updates, not a peer-support forum.
- AI answers from knowledge base
- FreshdeskYes. Freddy suggests and writes articles.(claimed)source
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- FreshdeskYes. Prebuilt and custom.
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Custom reports
- FreshdeskYes. Custom reports.
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Included in lowest tier
- FreshdeskPrebuilt from Free; custom from Pro.
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- CSAT surveys
- FreshdeskYes. CSAT plus AI impact metrics.
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- Freshdesk5 paid onboarding tiers, plus advisory.
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Support channels
- Freshdesk24/7 email; 24/5 phone and chat(claimed)source
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Dedicated CSM
- FreshdeskOn Enterprise/Premium.
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Implementation partners
- FreshdeskYes. Solution partner program.
- GorgiasYes. App Partner program plus agencies.