Home › Comparisons › Freshdesk vs Gorgias
Last updated: October 29, 2026
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Freshdesk vs Gorgias (2027): Prices and Which Help Desk to Pick
Choose Gorgias if you run an online store and several people answer customers part-time: it prices by tickets (Starter $10 a month for 50, Basic $50 for 300 and Pro $300 for 2,000 on annual billing) and shows orders inside every ticket. Choose Freshdesk if a few full-time agents handle high volume or you're not a store: Growth costs $19 per agent per month on annual billing, Pro $55 and Enterprise $89, with a 14-day trial. The cheaper tool depends on your agent count and ticket volume.
- Freshdesk: Growth $19, Pro $55, Enterprise $89 per agent (annual); 14-day trial; no free plan listed.
- Gorgias: Starter $10/month (50 tickets); Basic $50 (annual, 300 tickets); Pro $300 (annual, 2,000 tickets); 7-day trial, no card.
- Freshdesk bills agents; Gorgias bills tickets.
- Gorgias includes store order actions in tickets; Freshdesk connects to stores through integrations.
Freshdesk vs Gorgias at a glance
| Freshdesk | Gorgias | |
|---|---|---|
| Pricing model | Per agent | Per ticket |
| Entry plan | Growth $19/agent (annual) | Starter $10/month for 50 tickets |
| Mid plan | Pro $55/agent | Basic $50/month for 300 tickets (annual) |
| Upper plan | Enterprise $89/agent | Pro $300/month for 2,000 tickets (annual) |
| Trial | 14 days | 7 days, no card |
| Best for | Any support team, ticketing and automation | Online stores |
Which is cheaper for your team?
| Situation | Freshdesk Growth | Gorgias |
|---|---|---|
| 2 agents, 1,500 tickets | $38 | Pro $300 |
| 5 part-time helpers, 300 tickets | $95 | Basic $50 |
| 10 agents, 2,000 tickets | $190 | Pro $300 |
| 15 helpers, 250 tickets | $285 | Basic $50 |
Per-agent pricing wins when few people handle many tickets; per-ticket pricing wins when many people share modest volume.
Features compared
Freshdesk offers structured ticketing: ticket statuses, groups, automation rules, a knowledge base and SLA management on higher plans, for any type of business. Gorgias focuses on ecommerce: it connects to Shopify and other platforms so agents see orders, shipping and customer history, and can refund or edit orders without leaving the conversation. Email, chat and social messages land in one inbox, and macros combine replies with actions.
| If you need… | Better choice | Why |
|---|---|---|
| Order actions inside tickets | Gorgias | Built for stores |
| Low cost with many part-time helpers | Gorgias | Per-ticket pricing |
| Low cost with a few full-time agents | Freshdesk | $19 per agent |
| Support for a non-store business | Freshdesk | General-purpose |
| SLAs and advanced routing | Freshdesk Pro and Enterprise | Ticketing-first |
Three real-world scenarios
A Shopify store with 6 part-time helpers
Gorgias Basic ($50, annual) covers 300 tickets for everyone. Freshdesk Growth would cost $114.
A brand with 2 full-time agents and 1,800 tickets
Freshdesk Growth costs $38 a month; Gorgias Pro $300. Order actions must save a lot of time to justify the difference.
A SaaS company with 8 agents
Freshdesk Growth ($152) or Pro ($440); Gorgias's ecommerce features add little.
Start Gorgias's 7-day trial → No credit card required · Affiliate link
Hidden costs to watch
- Gorgias ticket overages in seasonal peaks.
- Freshdesk add-ons for AI and advanced features.
- Part-time helpers each need a Freshdesk seat.
- Annual billing for the listed prices.
Alternatives worth comparing
| Tool | Entry price | Why consider it |
|---|---|---|
| Help Scout | Free for 5 users; Standard $25/user | Free plan |
| Zendesk | Support Team $19/agent (annual) | Omnichannel suites |
| Crisp | Mini $45/month for 4 seats | Flat-priced chat |
See Freshdesk pricing, Gorgias pricing, Gorgias vs Zendesk and Gorgias alternatives.
Who should choose which
Choose Gorgias if you're an online store with many people helping out and you want orders inside every ticket. Choose Freshdesk if a small full-time team handles most tickets, or if you're not a store.
How to choose in 5 steps
- Count monthly tickets, including your peak month.
- Count the people who answer.
- Price both models with your numbers.
- Trial both with real tickets.
- Measure time per ticket and choose.
Terms explained
- Agent: a paid support seat (Freshdesk's billing unit).
- Ticket: one customer conversation (Gorgias's billing unit).
- Macro: a saved reply with actions.
- SLA: a target reply or resolution time.
3-year cost for a growing store
A store that grows from 3 to 6 to 10 people answering, with tickets rising from 250 to 300 to 1,500 a month (annual billing):
| Year | Freshdesk Growth | Gorgias |
|---|---|---|
| Year 1 (3 people, 250 tickets) | $684 | Basic $600 |
| Year 2 (6 people, 300 tickets) | $1,368 | Basic $600 |
| Year 3 (10 people, 1,500 tickets) | $2,280 | Pro $3,600 |
| Total | $4,332 | $4,800 |
Gorgias is cheaper while volume stays modest and more people help; once volume jumps, per-agent pricing catches up.
Ease of use and setup
Gorgias connects to your store in minutes and imports customers and orders, so agents start answering with order data on day one. Freshdesk takes a little longer, because you set up groups, ticket statuses and automation rules, but that structure helps as the team grows. Both offer saved replies, a knowledge base and reporting.
Reporting
Gorgias reports ticket volume, response times and revenue influenced by support. Freshdesk reports volume, response and resolution times, SLA performance and agent productivity, with custom reports on Pro and Enterprise.
Questions to ask before choosing between Freshdesk and Gorgias
- How many tickets do you get in a normal month and in your busiest month?
- How many people answer, and are they full-time or part-time?
- Do agents need to refund or edit orders while answering?
- Do you also support customers who aren't store buyers?
Mistakes to avoid
- Forgetting seasonal peaks when choosing a Gorgias tier.
- Buying Freshdesk seats for occasional helpers.
- Skipping a trial with real tickets.
Which plan to start on
New stores with under 50 tickets a month can start on Gorgias Starter at $10. Small full-time teams start well on Freshdesk Growth at $19 per agent. Move to Gorgias Pro or Freshdesk Pro only when volume or routing needs clearly justify the jump.
Setting up either tool in your first week
- Connect your support email and, for Gorgias, your store.
- Invite the people who answer customers.
- Write saved replies or macros for your ten most common questions.
- Publish answers to those questions in your help center.
- Turn on one automation, such as tagging or routing by keyword.
- Measure first-reply time after a week.
Our verdict
Gorgias is the better choice for online stores with several part-time helpers, thanks to ticket-based pricing and order actions. Freshdesk is the better choice for small full-time teams with high volume and for non-store businesses.
How we compiled this page
We compared Freshdesk's and Gorgias's official pricing pages on October 29, 2026.
FAQ
Is Gorgias cheaper than Freshdesk?
When many helpers share modest volume, yes. When a few agents handle many tickets, Freshdesk is cheaper.
Does Freshdesk work with Shopify?
Yes, through integrations; Gorgias's order actions are built in.
Do either have a free plan?
Neither listed one; Freshdesk offers 14 days and Gorgias 7 days of trial.
Which is better for ecommerce?
Gorgias, for most stores.
Which is better for SaaS?
Freshdesk.
Can I migrate from Freshdesk to Gorgias?
Yes, with Gorgias's import tools.
Which has better automation?
Freshdesk offers structured automation rules and SLAs; Gorgias automates common store questions and order actions.
Which has a knowledge base?
Both include help center features; Freshdesk's knowledge base is included from Growth.
Which is easier for new agents?
Gorgias for store questions with order data; Freshdesk for structured ticket queues.
Does Gorgias handle social media messages?
Yes, Gorgias brings email, chat and social messages into one inbox.
Can I try both before paying?
Yes. Use the free plans or trials of both with real data for a week, then decide.
Can I switch later?
Yes. Both import and export CSV files; switching is easier while your data is still simple.
Sources
freshworks.com/freshdesk/pricing and gorgias.com/pricing, checked October 29, 2026.
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