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Compare Freshdesk and Gorgias 
Featured Products
At a Glance
Market Segments
Small-Business (48.2% of reviews)
Small-Business (81.1% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
$10.00
Freshdesk
Star Rating
(3,688)4.4 out of 5
Market Segments
Small-Business (48.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansGorgias
Star Rating
(545)4.6 out of 5
Market Segments
Small-Business (81.1% of reviews)
Pros & Cons
Entry-Level Pricing
$10.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, reflected in its higher G2 Score compared to Gorgias. Users appreciate its intuitive UI and UX, making it a reliable choice for IT support specialists who value ease of use and automation features.
- Users say that Gorgias shines in its ability to streamline customer service by consolidating all tickets in one place. This feature allows teams to manage multiple channels effectively, which is particularly beneficial for businesses looking to enhance their customer support efficiency.
- According to verified reviews, Freshdesk's scalability is a significant advantage, especially for growing businesses. Users have noted that it integrates well with platforms like Genesys Cloud and Microsoft Teams, facilitating seamless operations as ticket volumes increase.
- Reviewers mention that Gorgias has dramatically reduced the number of human-handled tickets, with some users reporting a decrease of about 60%. This efficiency is attributed to Gorgias' ability to respond instantly and resolve common issues without escalation, saving time for support teams.
- G2 reviewers highlight that Freshdesk offers a unique child ticket option, which simplifies the escalation process by automatically duplicating information from parent tickets. This feature is particularly praised for enhancing workflow efficiency in customer support scenarios.
- Users report that while Gorgias is easy to use and integrates well with other platforms, it may not offer the same level of comprehensive features as Freshdesk. This difference can impact teams that require more robust functionalities for complex customer service needs.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Gorgias
Starter
$10.00
Includes 50 tickets/mo, +$0.40 for each extra ticket
- Unlimited users
- Facebook & Instagram integrations
- Live chat & chat campaigns
Free Trial
Freshdesk
Free Trial is available
Gorgias
Free Trial is available
Ratings
Meets Requirements
8.6
3,234
8.9
407
Ease of Use
8.9
3,256
9.2
412
Ease of Setup
8.6
2,316
8.8
222
Ease of Admin
8.7
2,178
9.2
207
Quality of Support
8.7
3,131
9.2
392
Has the product been a good partner in doing business?
8.8
2,101
9.3
202
Product Direction (% positive)
8.8
3,206
8.9
366
Features by Category
Ticket and Case Management
8.9
2236
|
Verified
9.0
181
8.8
2253
|
Verified
9.1
183
8.5
2166
|
Verified
8.9
181
8.5
2052
|
Verified
8.5
170
8.3
1809
|
Verified
8.3
132
8.5
2093
|
Verified
8.7
168
8.7
2018
|
Verified
9.0
171
8.3
1379
|
Verified
8.8
168
Generative AI
7.3
332
7.4
7
7.4
330
7.4
7
Agentic AI - Help Desk
7.1
61
7.5
6
7.0
61
6.9
6
7.3
61
7.5
6
Communication Channels
8.6
1929
|
Verified
8.9
147
8.9
2086
|
Verified
9.1
159
8.4
1321
|
Verified
8.8
150
8.0
1197
|
Verified
8.6
158
7.9
943
|
Verified
8.2
91
Platform
8.0
1162
|
Verified
7.3
100
8.1
1664
|
Verified
8.5
130
8.6
1550
|
Verified
8.9
141
8.2
1151
|
Verified
8.7
140
8.0
1877
|
Verified
8.2
133
8.3
1965
|
Verified
8.3
137
Messenger
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Lead Facilitation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Organization
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Performance Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Sales Analysis
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - AI Sales Assistant
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
8.4
360
Not enough data
8.0
336
Not enough data
7.5
326
Not enough data
Design
8.2
333
Not enough data
7.8
337
Not enough data
8.3
357
Not enough data
8.3
346
Not enough data
8.4
335
Not enough data
Generative AI
7.7
266
Not enough data
7.8
266
Not enough data
Usability
8.8
268
Not enough data
8.7
264
Not enough data
8.8
258
Not enough data
Reporting
8.6
252
Not enough data
8.5
248
Not enough data
8.6
260
Not enough data
Generative AI
7.5
183
Not enough data
7.6
183
Not enough data
Conversational Platform
8.3
439
Not enough data
8.3
385
Not enough data
8.3
378
Not enough data
8.4
314
Not enough data
Support Automation
8.4
395
Not enough data
8.4
415
Not enough data
8.3
380
Not enough data
8.3
321
Not enough data
Generative AI
7.4
212
Not enough data
7.4
208
Not enough data
Customer Support
Not enough data
8.0
5
Not enough data
7.3
5
Not enough data
8.7
5
Automation
Not enough data
8.9
6
Not enough data
8.9
6
Not enough data
8.7
5
Artificial Intelligence
Not enough data
8.9
6
Not enough data
8.7
5
Not enough data
7.3
5
Generative AI
7.9
119
8.5
14
7.9
117
8.6
14
7.6
116
7.6
14
Communication
8.8
587
|
Verified
8.9
169
8.7
602
|
Verified
8.6
182
8.7
497
|
Verified
8.5
124
8.5
202
8.6
122
8.2
204
8.6
96
Internal Use
8.1
1664
|
Verified
8.5
130
8.6
206
8.9
152
8.2
188
8.7
113
8.8
560
|
Verified
8.7
135
8.8
521
|
Verified
8.8
143
8.6
549
|
Verified
8.7
165
Generative AI
7.9
144
8.3
5
Self-Service Experience
8.7
963
8.6
161
8.6
915
8.4
153
8.3
688
8.3
118
8.2
243
7.8
136
8.4
261
8.3
152
Self-Service Platform
8.5
257
8.5
148
8.6
266
8.4
171
8.0
226
7.9
141
8.5
241
8.8
173
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.9
18
Not enough data
8.0
19
Not enough data
7.9
21
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by 0.5)
81
7.7
13
8.1(won by 0.3)
81
7.8
13
Process
8.6
166
8.7(won by 0.1)
148
9.3(won by 0.2)
487
9.1
177
8.6
375
9.2(won by 0.6)
175
Channels
9.2
482
9.4(won by 0.2)
176
8.7
419
8.8(won by 0.1)
167
8.8
380
9.0(won by 0.2)
149
8.5(won by 0.3)
344
8.2
91
8.3(tied score)
58
8.3(tied score)
94
Insight
8.6(won by 0.2)
386
8.4
112
8.7(won by 0.2)
173
8.5
144
8.6
377
8.7(won by 0.1)
115
9.1(won by 0.1)
449
9.0
141
Generative AI
7.7
88
9.0
5
7.7
87
9.0
5
Conversational AI - Conversational Commerce Platforms
Not enough data
6.4
7
Not enough data
8.0
5
Not enough data
5.8
6
Not enough data
5.0
5
Not enough data
6.4
6
Platform integration - Conversational Commerce Platforms
Not enough data
9.4
6
Not enough data
9.0
5
Not enough data
6.3
5
Not enough data
7.4
9
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
6.9
7
Not enough data
6.0
8
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.1
12
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.6
13
Not enough data
8.7
13
Not enough data
8.6
13
Not enough data
Automation
9.0
12
Not enough data
8.8
12
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.5
12
Not enough data
8.2
12
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Gorgias are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Conversational Support, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox, Complaint Management, and Customer Communications Management
Gorgias is categorized as Customer Service Automation, AI Sales Assistant, Conversational Marketing, and Conversational Commerce Platforms
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gorgias
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.1%
Retail
21.3%
Apparel & Fashion
15.1%
Consumer Goods
11.7%
Food & Beverages
10.2%
Consumer Services
7.0%
Other
34.7%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
What does gorgias integrate with?
2 Comments
LL
My understanding is Gorgias can integrate with most apps as an HTTP connection (webhook) as long as there is an API capability. They also have a list of...Read more
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