The verdict
There's no universal winner here, because the two tools answer different questions. If you sell physical products through Shopify or another store, Gorgias wins on fit , the native order-data integration and ecommerce-tuned AI Agent do work Freshdesk can only approximate, and the per-ticket model spares you paying for empty seats. If your support isn't store-shaped, Freshdesk wins , it's the broader help desk, it has phone built in, and crucially it has a real free tier so you can start at zero. The decision is almost entirely "do I run an online store?" Answer that, and the tool picks itself.
Side by side
| 12 points compared | ||
|---|---|---|
| Starts at | $19/mo | $10/mo |
| Free plan | No | No |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Live chat widget | Yes | Yes |
| Native ecommerce (Shopify) integration | Yes | Yes |
| Public help centre | Yes | Yes |
| Shared inbox & ticketing | Yes | Yes |
| Links |
Plans and pricing
Freshdesk by Freshworks
- Growth$228/yr/seat
- Pro$660/yr/seat
- Enterprise$1,068/yr/seat
Gorgias
- Starter$10/mo
- Basic$60/mo
- Pro$360/mo
- Advanced$900/mo
Who each is for
Choose Freshdesk by Freshworks if…
Pick Freshdesk if you run B2B or B2C support that isn't tied to a storefront. It's the general-purpose help desk: shared-inbox ticketing across email, chat and phone, a proper knowledge base, and a genuine free tier for 1-2 agents that lets a lean founder run real support at zero cost while volume is low. The per-agent pricing (19 USD/agent/mo on Growth) is predictable as long as your team stays small, and built-in phone support matters if you handle voice. Just budget for Freddy AI and some channels as paid add-ons on top.
Choose Gorgias if…
Pick Gorgias if you run a Shopify or DTC ecommerce brand and want support welded to your order data. Native store integrations put returns, order edits and shipping status right inside the ticket, the AI Agent resolves those repetitive requests end-to-end at ~0.90-1.00 USD per resolved conversation, and the per-ticket pricing (from 10 USD/mo) means you never pay for idle seats. It also covers the widest channel spread, including TikTok and SMS, which is where DTC buyers actually surface complaints. The catch: no free tier, and the bill climbs with both ticket volume and AI usage.
Other options worth a look
Customer service platform that combines helpdesk ticketing, omnichannel support and AI-powered knowledge base capabilities.
Supports customers across email, chat and phone with a unified inbox and an AI resolution agent.
Powers knowledge bases and help centres with AI search, chatbots and an AI writing agent.
Meta's messaging app and API that lets businesses chat with customers on WhatsApp, from small shops to enterprises.