Side-by-side comparison
Freshdesk vs Gorgias
Compare Freshdesk and Gorgias across pricing, features, and fit for your e-commerce stack.
Freshdesk
Multi-channel helpdesk with a free plan for growing support teams
FreemiumQuick Comparison
About
Freshdesk
Freshdesk earns its place in the market by offering a credible free tier that actually handles real support volume, not just a trial. The free plan includes email ticketing, a knowledge base, and basic automation for unlimited agents, which is a meaningful starting point for early-stage stores that cannot yet justify a paid helpdesk. As you grow, paid plans add omnichannel, AI routing, and analytics. The Shopify integration is functional but less deep than Gorgias: agents can see order details in the sidebar but cannot modify orders directly from within the ticket view. Freshdesk's broad integrations and competitive pricing at scale make it a strong choice for brands that support multiple channels and want flexibility without committing to the Shopify-first ecosystem.
Gorgias
Gorgias has become the de facto helpdesk for scaling Shopify brands, and the reason is straightforward: it was built from the ground up for e-commerce, not adapted from a generic SaaS ticketing tool. Email, live chat, Instagram DMs, Facebook comments, and SMS all collapse into a single inbox, with full Shopify order context surfaced automatically on every ticket. The automation rules are where serious efficiency gains live. Most brands get 60% or more of tickets resolved without human intervention. It does get expensive as your support volume grows, and the analytics could be deeper, but for centralising the chaos of multi-channel support it remains the category leader.
Key Features
Freshdesk
Omnichannel Inbox
Routes tickets from email, chat, phone, Twitter, Facebook, and WhatsApp into a single inbox. Agents work from one interface regardless of how the customer reached out.
Freddy AI Automation
AI classifies incoming tickets, suggests relevant knowledge base articles to agents, and can handle common queries via a self-service bot before escalating to a human.
Self-Service Knowledge Base
Built-in knowledge base builder lets you publish help articles, FAQs, and how-to guides. Deflects routine queries before they reach the ticket queue.
Free Multi-Agent Plan
The free tier includes unlimited agents with email ticketing and basic automation. One of the few helpdesks that offers meaningful functionality without a credit card.
Gorgias
Deep Shopify Integration
View and edit orders, refunds, and subscriptions directly inside every ticket without switching tabs.
AI Automate
Detects intent and sentiment to handle routine tickets like WISMO, cancellations, and return requests automatically.
Revenue Tracking
Attributes revenue to support interactions so you can see which agents and channels drive the most conversions.
Macro Rules
Build powerful automation rules that trigger based on order data, tags, and customer history to cut handle time.
Screenshots
Freshdesk
Gorgias
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