Head-to-head
Freshdesk vs Gorgias: which one in 2026?
Freshdesk is a help desk from Freshworks Inc. priced per agent, and Gorgias is an ecommerce-focused help desk priced by the number of tickets handled each month. Freshdesk suits teams that grow by adding staff, while Gorgias suits online stores that want Shopify order data inside every ticket.
Verdict
Freshdesk is ranked above Gorgias because its tiers, add-ons and security basics are readable on one page and fit most support teams. Gorgias earns its place for online stores, where order data inside the ticket matters more than seat price. The Gorgias pricing page shows two sets of figures, so confirm the amount in writing, and budget AI interactions separately on both products.
Freshdesk and Gorgias side by side
| Freshdesk | Gorgias | |
|---|---|---|
| Price entry | $19 per agent per month (Growth, billed annually) | $10 per month (Starter helpdesk, 50 tickets, billed monthly) |
| What does the bill depend on? | Agent count. Growth is USD 19, Pro USD 55 and Enterprise USD 89 per agent per month on annual billing, and Freddy Copilot adds USD 29 per agent on Pro and Enterprise. | Ticket volume. Basic is USD 60 monthly or USD 50 annual for 300 tickets, Pro is USD 300 annual for 2,000, and overage runs USD 0.36 to 0.40 per ticket. |
| Which price figures conflict? | The meta description says pricing starts at USD 15, while the lowest plan listed is USD 19 per agent per month on annual billing. | The pricing page shows two sets. A product data block lists USD 10, 77, 471 and 1,227 for Starter to Advanced, against USD 10, 60, 360 and 900 in the table. |
| How is the AI agent billed? | Freddy AI Agent includes the first 500 sessions once per account on every plan. Further sessions cost USD 49 per 100. | Plans include 30 to 530 automated AI interactions, depending on tier. The AI Agent add-on costs USD 0.90 per interaction on annual contracts, USD 1.00 monthly, USD 1.50 on overage. |
| Trial length and free access | No permanent free plan. A 14-day trial gives instant Enterprise access, then a paid plan must be chosen or the account is suspended. | No free plan either. A 7-day trial opens all features with no payment information needed to start. |
| Ecommerce depth | The pages opened describe a general help desk: shared inbox, knowledge base, SLA policies and routing. Shopify and store integrations are not named on them. | Shopify orders, customers and products show inside the ticket, and agents can cancel orders or apply discounts there. Recharge, Klaviyo, Yotpo and Loop are named among 300+ integrations. |
| Routing and governance | Round-robin and load-balanced assignment come with business rules. Skill-based routing, audit logs, IP whitelisting and a sandbox arrive on Enterprise, with SAML SSO listed. | The pages opened describe an omnichannel inbox, agent coaching tips and revenue attribution reporting. Routing and role controls are not detailed on them. |
| What does the security page say? | AWS hosting with AES 256-bit encryption at rest and TLS 1.2 in transit. Daily snapshots are kept seven days, and certifications are only linked to trust.freshworks.com. | SOC 2 Type II and HIPAA, hosting on Google Cloud, and EU merchants assigned EU servers. The AI Agent FAQ states zero data retention after processing. |
| Support channels | Ticketing and shared inbox are central, with a customer portal, knowledge base and community forums. The pages opened do not list social channels. | Email, chat, SMS, WhatsApp, Instagram and Facebook feed one inbox, which matters for stores answering shoppers where they message. |
Where each one wins
Freshdesk wins on
- Per-agent pricing is predictable for a team whose ticket volume swings but whose headcount stays steady
- Skill-based routing, audit logs, sandbox and IP allow-listing give Enterprise a governance layer the Gorgias pages do not describe
- Day passes at USD 2, 7 or 12 let part-time or seasonal staff in without a full seat
Gorgias wins on
- Order data, refunds and discounts handled inside the ticket remove tab switching for Shopify stores
- Extra agents add no cost because plans are sized by tickets, so a growing team pays for volume only
- AI Agent data handling is spelled out: zero retention after processing and EU servers for EU merchants
Which to pick
Pick Freshdesk if
You run a general support team that grows by adding agents, wants published per-agent tiers, and needs routing and audit controls as it scales.
Pick Gorgias if
You run a Shopify-style store, want order actions inside tickets and social channels in one inbox, and prefer to pay by monthly ticket volume.
Each tool in context: Freshdesk, Gorgias, and the full Best Help Desk Software in 2026.
Frequently asked questions
Is Freshdesk or Gorgias cheaper for a small online store?
It depends on ticket volume. Gorgias Starter is USD 10 a month for 50 tickets and Basic is USD 50 on annual billing for 300. Freshdesk Growth is USD 19 per agent per month, billed annually. A store with few tickets and one agent can land close on either.
How long is the free trial on Freshdesk and Gorgias?
Freshdesk gives 14 days with instant access to Enterprise, after which the account is suspended unless a paid plan is chosen. Gorgias gives 7 days with all features and no payment information required to start. Neither has a permanent free plan on the pricing pages checked.
Which charges less for AI conversations?
Freshdesk includes 500 Freddy AI Agent sessions once per account, then USD 49 per 100. Gorgias includes 30 to 530 AI interactions by plan, and its AI Agent add-on costs USD 0.90 to 1.00 each, USD 1.50 on overage. Compare against your expected monthly volume.
Do Freshdesk and Gorgias train AI on my tickets?
Gorgias states that AI Agent data does not train OpenAI or other third-party models, but that AI Agent does learn from interactions across brands. The Freshdesk security page does not address AI training. Ask Freshworks for a written statement and check the Gorgias terms before signing.