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Compare Freshservice and Gorgias 
Featured Products
At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Small-Business (81.3% of reviews)
Entry-Level Pricing
$19.00
$10.00
Freshservice
Star Rating
(1,312)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansGorgias
Star Rating
(545)4.6 out of 5
Market Segments
Small-Business (81.3% 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 both Freshservice and Gorgias excel in user-friendliness, with each platform receiving high marks for ease of use. Users of Freshservice appreciate its intuitive interface and modern tools that streamline customer support, while Gorgias users highlight its straightforward setup and effective automation features that simplify workflows.
- According to verified reviews, Freshservice stands out for its versatility, supporting multiple departments beyond IT. Users have noted how it consolidates various applications into a single platform, enhancing efficiency. In contrast, Gorgias is praised for its ability to centralize customer interactions from different channels, making it easier for teams to manage support without switching between tabs.
- Reviewers mention that Freshservice has a robust feature set that allows for extensive customization, which has been beneficial for organizations looking to tailor the software to their specific needs. Gorgias, while also feature-rich, is particularly noted for its strong integration capabilities, allowing users to automate responses and keep everything organized in one dashboard.
- Users say that Freshservice has a slight edge in terms of product direction, with many feeling that it is a good partner in business. This sentiment is reflected in its high ratings for product direction, suggesting that users are optimistic about future updates and improvements. Gorgias, while also well-regarded, has received slightly lower scores in this area, indicating some users may have reservations about its long-term trajectory.
- G2 reviewers highlight the quality of support provided by both platforms, with Gorgias receiving slightly higher marks. Users of Gorgias appreciate the responsive support team that helps resolve issues quickly, while Freshservice users also commend their support but note that there is room for improvement in response times.
- According to recent user feedback, Freshservice has a larger volume of reviews, which may indicate a more established presence in the market. This could provide potential buyers with more insights into user experiences. However, Gorgias, with its focus on small businesses, has garnered a loyal user base that values its tailored approach to customer service management.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
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
Freshservice
Free Trial is available
Gorgias
Free Trial is available
Ratings
Meets Requirements
8.9
1,170
8.9
405
Ease of Use
9.2
1,173
9.2
410
Ease of Setup
8.8
956
8.8
220
Ease of Admin
9.0
957
9.2
205
Quality of Support
9.0
1,130
9.2
390
Has the product been a good partner in doing business?
9.1
932
9.4
200
Product Direction (% positive)
9.5
1,157
8.9
364
Features by Category
Ticket and Case Management
Not enough data
9.0
181
Not enough data
9.1
183
Not enough data
8.9
181
Not enough data
8.5
170
Not enough data
8.3
132
Not enough data
8.7
168
Not enough data
9.0
171
Not enough data
8.8
168
Generative AI
Not enough data
7.4
7
Not enough data
7.4
7
Agentic AI - Help Desk
Not enough data
7.5
6
Not enough data
6.9
6
Not enough data
7.5
6
Communication Channels
Not enough data
8.9
147
Not enough data
9.1
159
Not enough data
8.8
150
Not enough data
8.6
158
Not enough data
8.2
91
Platform
Not enough data
7.3
99
Not enough data
8.5
129
Not enough data
8.9
140
Not enough data
8.7
139
Not enough data
8.2
132
Not enough data
8.3
136
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
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
372
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
375
|
Verified
Not enough data
8.8
368
|
Verified
Not enough data
Management
8.5
310
|
Verified
Not enough data
8.9
318
|
Verified
Not enough data
8.8
281
|
Verified
Not enough data
8.5
285
|
Verified
Not enough data
8.1
228
|
Verified
Not enough data
Functionality
9.4
334
|
Verified
Not enough data
8.7
269
|
Verified
Not enough data
8.7
266
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
7.9
7
Not enough data
6.9
8
Not enough data
8.1
8
Not enough data
7.4
7
Not enough data
7.1
7
Not enough data
7.9
7
Not enough data
7.9
8
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Conversational Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Support Automation
Not enough data
Not enough data
Not enough data
Not enough data
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
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
Not enough data
8.5
14
Not enough data
8.6
14
Not enough data
7.6
14
Communication
Not enough data
8.9
169
Not enough data
8.6
182
Not enough data
8.5
124
Not enough data
8.6
122
Not enough data
8.6
96
Internal Use
Not enough data
8.5
129
Not enough data
8.9
152
Not enough data
8.7
113
Not enough data
8.7
135
Not enough data
8.8
143
Not enough data
8.7
165
Generative AI
7.2
75
8.3
5
Self-Service Experience
8.4
137
8.6
161
8.7
132
8.4
153
7.1
112
8.3
118
7.6
114
7.8
136
8.2
133
8.3
152
Self-Service Platform
8.5
134
8.5
148
8.7
138
8.4
171
7.1
107
7.9
141
8.1
129
8.8
173
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
Not enough data
7.7(won by default)
13
Not enough data
7.8(won by default)
13
Process
Not enough data
8.7(won by default)
148
Not enough data
9.1(won by default)
177
Not enough data
9.2(won by default)
175
Channels
Not enough data
9.4(won by default)
176
Not enough data
8.8(won by default)
167
Not enough data
9.0(won by default)
149
Not enough data
8.2(won by default)
91
Not enough data
8.3(won by default)
94
Insight
Not enough data
8.4(won by default)
112
Not enough data
8.5(won by default)
144
Not enough data
8.7(won by default)
115
Not enough data
9.0(won by default)
141
Generative AI
Not enough data
9.0
5
Not enough data
9.0
5
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Conversational AI - Conversational Commerce Platforms
Not enough data
6.7
5
Not enough data
Not enough data
Not enough data
6.7
5
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
9.4
6
Not enough data
9.0
5
Not enough data
Not enough data
Not enough data
8.1
7
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
7.3
5
Not enough data
7.2
6
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
793
Not enough data
8.6
729
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
Not enough data
Platform
8.3
231
Not enough data
8.2
214
Not enough data
8.7
257
Not enough data
8.4
285
Not enough data
8.7
317
Not enough data
Security
7.8
180
Not enough data
7.0
109
Not enough data
7.5
168
Not enough data
8.9
285
Not enough data
8.8
288
Not enough data
Agentic AI - Enterprise IT Management
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
Customer Query Resolution - AI Customer Support 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
Customer Interaction Automation - AI Customer Support 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
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Autonomy
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 - 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
Freshservice and Gorgias are categorized as Customer Self-Service
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Enterprise IT Management, and Service Desk
Reviews
Reviewers' Company Size
Freshservice
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
19.6%
Computer Software
5.5%
Construction
4.4%
Education Management
3.6%
Hospital & Health Care
3.5%
Other
63.4%
Retail
21.4%
Apparel & Fashion
15.2%
Consumer Goods
11.7%
Food & Beverages
10.2%
Consumer Services
7.0%
Other
34.5%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...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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