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
Pros & cons
A balanced look at where each product shines — and where it falls short.
Freshservice
Strengths in greenPros
- Stronger on knowledge base
Cons
- Trails on live chat
- Trails on omnichannel inbox
- Trails on ecommerce helpdesk
Best for
IT teams needing ITIL-style incidents, changes, and asset management
Gorgias
Trade-offs in redPros
- Stronger on live chat
- Stronger on omnichannel inbox
- Stronger on ecommerce helpdesk
- Stronger on ai features
Cons
- Trails on knowledge base
Best for
Shopify and DTC brands needing order-aware support in one inbox
Choose if…
Choose Freshservice if
- IT teams needing ITIL-style incidents, changes, and asset management
- Employee service desk and internal support portals
- Freshworks customers wanting ITSM separate from Freshdesk
Choose Gorgias if
- 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
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