| Ideal for e-commerce businesses seeking fast and affordable customer support solutions. | Ideal for small to mid-sized teams seeking straightforward, scalable support. |
Price | Starts from $10/month | Starts from $15/month |
Free Plan/Free Trial | 7 Days Free Trial | 14 Days Free Trial |
Features | E-commerce platform integration. | Multi-channel support tool. |
Pros | Affordable for small businesses. | Easy for beginners to use. |
Cons | Limited beyond e-commerce use. | Advanced tools are basic. |
In this post, we have shared the comparison between Gorgias vs Freshworks.
Having excellent customer service software has never been more essential than it is today. With an increasing number of customers shopping online, it’s essential to provide a seamless customer experience across all channels.
Whether you have a brick-and-mortar store, an e-commerce store, or both, your brand should strive for excellent customer service to ensure your customers come back and buy again.
Gorgias and Freshworks are two help desks that can help you respond to customers quickly and efficiently, but which one is better?
That depends on your store and its needs, so let’s examine the breakdown of benefits for these platforms.
What Is Gorgias?
Gorgias is a leading customer support helpdesk built specifically for e-commerce merchants on Shopify, Magento, and BigCommerce. It centralizes all customer communications—from email and live chat to social media comments and SMS—into a single dashboard.
Its key differentiator is its deep integration with e-commerce platforms. Support agents can view order details, issue refunds, and manage customer data without ever leaving the helpdesk.
Powered by machine learning, Gorgias automates responses to common questions like “Where is my order?”, freeing up agents to handle complex issues and even act as a sales channel.
What Is Freshworks?
Freshworks is a comprehensive business software company, and its customer support product is called Freshdesk. Freshdesk is a cloud-based omnichannel helpdesk designed to help businesses of all sizes deliver excellent customer service.
Unlike the specialized focus of Gorgias, Freshdesk is a general-purpose tool that serves a wide range of industries. It excels at streamlining conversations from multiple channels like email, phone, chat, and social media into a unified inbox.
Its strengths lie in its user-friendly interface, workflow automation (known as “automations”), and a robust reporting dashboard that helps teams track performance and customer satisfaction.
Detailed Feature Comparison: Gorgias vs. Freshdesk
1. E-commerce Integration & Functionality
This is where the difference between the two platforms is most clear.
- Gorgias: Was built for e-commerce first. When you open a ticket, you see a full customer profile with their entire order history from Shopify, Magento, or BigCommerce. You can perform critical actions directly within Gorgias, such as refunding an order, canceling an order, or providing shipping updates with one click. This turns your support team into a highly efficient unit.
- Freshdesk: Integrates with Shopify, but the functionality is more basic. Agents can view order details like order number and fulfillment status, but they cannot take action on those orders. To process a refund or modification, the agent would need to open Shopify separately, adding friction and time to the resolution process.
Winner: Gorgias, by a wide margin. Its native e-commerce actions are a game-changer for online stores.
2. Automation & AI Capabilities
Both platforms leverage automation to improve efficiency, but they do it differently.
- Gorgias: Uses machine learning and intent detection to identify the purpose of a customer’s message. It can automatically categorize and tag tickets (e.g., “shipping question,” “refund request”) and send automated replies with dynamic information, like a tracking number. Its goal is to resolve common tickets without any agent intervention.
- Freshdesk: Relies on rule-based workflow automations. You can set up “if-this-then-that” rules to route tickets to the right agent, send canned responses, or escalate issues based on keywords or properties. While powerful, it requires more manual setup and is less dynamic than Gorgias’s AI-driven approach for e-commerce queries.
Winner: Gorgias, for its intelligent, e-commerce-focused automation that reduces agent workload.
3. Ticket Management & User Interface
- Gorgias: Features a clean, modern interface designed for speed. The layout, centered around a unified inbox, makes it easy for agents to collaborate, leave internal notes, and manage tickets without feeling overwhelmed. Its design philosophy is to help agents resolve tickets as quickly as possible.
- Freshdesk: Also offers a clear and intuitive dashboard that is easy for beginners to learn. It provides a more traditional helpdesk feel with customizable ticket views, statuses, and fields. For larger teams with complex workflows outside of e-commerce, its structure can be highly effective.
Winner: Tie. Both offer excellent, user-friendly interfaces. The better choice depends on team preference—Gorgias for speed and simplicity, Freshdesk for traditional structure and customization.
Pricing Plans: Gorgias vs Freshworks
Gorgias Pricing
So, if you have part-time agents and/or want your entire team to be able to check tickets, then Gorgias is the cheaper option.
1. Basic Plan (0% Automation)
- Price: $50/month
- Includes 300 helpdesk tickets per month. Overages may apply if you exceed the limit.
2. Basic Plan (20% Automation)
- Price: $104/month
- Includes 300 helpdesk tickets and 60 automated tickets per month. Overages may apply.
3. Basic Plan (30% Automation)
- Price: $140/month
- Includes 300 helpdesk tickets and 90 automated tickets per month. Overages may apply.
4. Basic Plan (50% Automation)
- Price: $185/month
- Includes 300 helpdesk tickets and 150 automated tickets per month. Overages may apply.
Note: All plans offer 2 months free with yearly billing.
Freshworks Pricing
1. Growth Plan
- Price: $15/agent/month (billed annually)
- Includes: Ticketing, customer portal, reports, and basic support for small businesses.
2. Pro Plan
- Price: $49/agent/month (billed annually)
- Includes all Growth features plus customized support portals, advanced ticketing, routing mechanisms, and reporting.
3. Pro + AI Copilot Plan
- Price: $78/agent/month (billed annually)
- Includes all Pro features with the added benefit of Freddy AI Copilot for enhanced automation and support.
4. Enterprise Plan
- Price: $79/agent/month (billed annually)
- Includes all Pro features plus audit logs, workflow automation, security features, and additional customization options.
Gorgias Vs Freshworks: Pros and Cons
Gorgias
Pros
- Highly efficient automation features save time.
- Seamless integration with major e-commerce platforms.
- Real-time data syncing enhances customer interactions.
- Customizable workflows tailored to business needs.
- Excellent support team responsive to user queries.
Cons
- Limited functionality outside of customer support.
- Slightly higher price point for smaller operations.
Freshworks
Pros
- Comprehensive analytics and reporting capabilities.
- Scalable solutions are ideal for growing businesses.
- Multi-channel support, including phone, chat, and email.
- Regular updates with new, useful features.
- Cloud-based setup for easy access and maintenance.
Cons
- It can get expensive with additional features and users.
- Setup complexity varies across products.
FAQ
1. Which platform offers better multi-channel support: Gorgias or Freshworks?
Gorgias excels in supporting multiple channels like email, chat, phone, Messenger, Facebook, Instagram, and SMS, all in one dashboard. Freshworks also offers multi-channel support, but Gorgias is specifically optimized for e-commerce.
2. Which tool is easier to integrate with Shopify: Gorgias or Freshworks?
Gorgias is highly optimized for Shopify and integrates seamlessly, offering a better fit for e-commerce stores. Freshworks also integrates with Shopify, but Gorgias offers more tailored features for online retailers.
3. How does the pricing compare between Gorgias and Freshworks?
Gorgias generally offers higher value for e-commerce businesses with features focused on online retail. Freshworks pricing is flexible with more general use cases, making it more suitable for businesses outside e-commerce.
4. Which platform has better customer support: Gorgias or Freshworks?
Both platforms offer excellent customer support. However, Gorgias is known for its superior onboarding and support, especially in e-commerce. Freshworks also offers strong support but may be more generic compared to Gorgias’ e-commerce-centric assistance.
5. Which is more customizable: Gorgias or Freshworks?
Gorgias offers a higher level of customization tailored to e-commerce businesses, while Freshworks provides broader customization options for various industries. Gorgias is more suited for retailers, while Freshworks is versatile across sectors.
Quick Links:
- Gorgias vs Zendesk
- Top 5 Most Popular Shopify Customer Support Apps
- Best CRM for Ecommerce
- Best CRM for Sales
Conclusion: Who Wins The Battle?
While both Gorgias and Freshdesk are excellent helpdesk platforms, they are designed to win in different arenas.
Freshworks is a versatile and powerful all-arounder. If you run a business outside of e-commerce or need a helpdesk that integrates into a larger suite of business tools (like a CRM and IT service desk), Freshdesk is an outstanding and scalable choice.
However, for e-commerce businesses, the winner is clear.
Gorgias is the #1 choice for e-commerce stores.
It is purpose-built to address the unique challenges of online retail. Its deep integration with Shopify, Magento, and BigCommerce allows your support agents to not only answer questions but also take immediate, revenue-impacting action. The AI-powered automation is specifically tuned to resolve common e-commerce queries, freeing up your team to focus on building customer relationships and driving sales.
If you are looking for a helpdesk that is easy to use, integrates seamlessly with your store, and is designed to help you grow your brand, Gorgias is the ideal solution for you.
