Freshservice vs Gorgias
Compare Freshservice and Gorgias on features, pricing, and buyer fit using the same researched criteria.
Freshservice
Freshworks ITSM service desk — Starter $19, Growth $49, Pro $99 agent/mo annual. ITSM landscape; no cross-cluster comparisons.
Best for
- • IT teams needing ITIL-style incidents, changes, and asset management
- • Employee service desk and internal support portals
- • Freshworks customers wanting ITSM separate from Freshdesk
Starting from $19.00/user/mo
No free plan
VS
Our verdict
No universal winner. Choose based on which criteria matter most for your team.
Freshservice is better for
- ✓ Knowledge base
Gorgias is better for
- ✓ Live chat
- ✓ Omnichannel inbox
- ✓ Ecommerce helpdesk
- ✓ AI features
Tie
- • Ticketing depth
- • SLA & routing
Choose Freshservice if: IT teams needing ITIL-style incidents, changes, and asset management
Choose Gorgias if: Shopify and DTC brands needing order-aware support in one inbox
Gorgias
Ecommerce helpdesk with ticket-based pricing — Starter $40/mo (50 tickets); Basic $77/mo annual ($90 monthly).
Best for
- • Shopify and DTC brands needing order-aware support in one inbox
- • Ecommerce teams where ticket+AI pricing beats per-agent seat math
- • Support leaders who want refund/edit-order workflows native to storefronts
Starting from $40.00/user/mo
No free plan
Feature comparison
Grouped feature support from verified product research for Freshservice and Gorgias.
Capabilities
| Feature | Freshservice | Gorgias | Winner |
|---|---|---|---|
| Ticketing | Strong | Strong | Tie |
| Shared inbox | Strong | Strong | Tie |
| Live chat | Moderate | Strong | Gorgias |
| Knowledge base | Strong | Strong | Tie |
| Omnichannel inbox | Moderate | Strong | Gorgias |
| SLA & routing | Strong | Strong | Tie |
| Macros & automation | Strong | Strong | Tie |
| Self-service portal | Strong | Moderate | Freshservice |
| CSAT / satisfaction surveys | Strong | Strong | Tie |
| Helpdesk reporting | Strong | Strong | Tie |
| Ecommerce helpdesk | Limited | Strong | Gorgias |
| ITSM / service desk | Strong | Limited | Freshservice |
| Chatbot / AI agent | Strong | Strong | Tie |
| Agent copilot | Strong | Strong | Tie |
| Phone support | Limited | Limited | Tie |
| Helpdesk integrations | Strong | Strong | Tie |
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