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
Comparison scorecard
Criterion-by-criterion results for Freshservice and Gorgias. Numeric bars appear only when both products have approved scores.
- Depends
Starting pricing
Published floor price and what that floor actually includes.
Freshservice researched starting price from $19/mo; Gorgias researched starting price from $40/mo. Better value depends on plan rungs and add-ons.
FreshserviceDependsGorgiasDepends - Depends
Free plan
Whether a usable free plan is published, and what it gates.
Freshservice does not research a free plan; Gorgias does not research a free plan.
FreshserviceDependsGorgiasDepends - Depends
Agent / licence minimum
Per-agent floors, conversation/ticket caps, and small-team billing traps.
Check agent minimum for Freshservice and Gorgias on current vendor packaging.
FreshserviceDependsGorgiasDepends - Tie
Ticketing depth
Queues, macros, assignment, and ticket workflow depth.
Freshservice and Gorgias have the same researched availability on ticketing (Freshservice: supported; Gorgias: supported); macros automation (Freshservice: supported; Gorgias: supported).
FreshserviceTieGorgiasTie - Gorgias
Live chat
Website/in-app messenger, routing, and canned replies.
Stronger live chat availability
FreshserviceWeakerGorgiasStronger - Freshservice
Knowledge base
Help center, Docs, and customer self-service portals.
Stronger self service portal availability
FreshserviceStrongerGorgiasWeaker - Gorgias
Omnichannel inbox
Email, chat, social, and messaging in one agent workspace.
Stronger omnichannel inbox availability
Freshservice6/10Gorgias7/10 - Tie
SLA & routing
SLA policies, skills-based routing, and escalation rules.
Freshservice and Gorgias have the same researched availability on sla routing (Freshservice: supported; Gorgias: supported); ticketing (Freshservice: supported; Gorgias: supported).
FreshserviceTieGorgiasTie - Gorgias
Ecommerce helpdesk
Order, refund, and storefront context in the agent inbox.
Stronger ecommerce helpdesk availability
FreshserviceWeakerGorgiasStronger - Gorgias
AI features
Useful AI for the primary job — not marketing fluff.
Gorgias leads on ai features (7/10 vs 8/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshservice7/10Gorgias8/10 - Gorgias
Integrations
Important third-party integrations.
Gorgias leads on integrations (8/10 vs 9/10) from approved SoftwareGlimpse editorial assessments — not hands-on lab testing.
Freshservice8/10Gorgias9/10
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