Gorgias vs Freshdesk: An Honest Comparison for 2026

Let's talk about your options

If you're reading this, you're probably knee-deep in researching customer support platforms. Maybe you're frustrated with your current setup. Maybe your team is scaling and your tools aren't keeping up. Or maybe you're just starting out and want to make the right choice from day one.

Either way, you've likely come across both Gorgias and Freshdesk. They're frequently mentioned in the same breath, which makes comparing them important if you want to make an informed decision.

Gorgias (2015) positions itself as “E-commerce Native” — Helpdesk built exclusively for online stores.

Freshdesk (2010) takes a different approach: “General Purpose Value” — Affordable helpdesk for any industry.

We've spent significant time with both platforms. Here's what we honestly think.

Who should actually consider each option?

Before we dive into features and pricing, let's be real about who each platform is actually built for. Not every tool is right for every team, and that's okay.

What each platform does well

Let's start with the positives. Both platforms have been around for years and have real strengths.

What we like about Gorgias

Gorgias has built a solid reputation over the years, and for good reason:

• Built specifically for e-commerce workflows
• Deep Shopify integration (edit orders, process refunds)
• Revenue tracking shows support's business impact
• Macros auto-populate with order data
• Ticket-based pricing flexes with seasonality
• E-commerce AI understands orders and shipping

What we like about Freshdesk

Freshdesk brings its own set of strengths to the table:

• Free tier for up to 10 agents
• Phone support built into plans
• Better knowledge base
• Works for any industry
• Freddy AI included
• More affordable at predictable volumes

Where each platform falls short

No software is perfect. Here's where each platform will likely frustrate you.

Our frustrations with Gorgias

After spending time with Gorgias, these issues stood out:

• Only makes sense for e-commerce
• Basic knowledge base
• Phone is an add-on
• Ticket pricing can get expensive at high volume
• Smaller integration ecosystem outside e-commerce

Our frustrations with Freshdesk

Freshdesk isn't without its problems either:

• E-commerce integrations are surface-level
• Can't process refunds or edit orders
• No revenue attribution
• Per-agent pricing doesn't flex seasonally
• Generic, not e-commerce optimized

Feature-by-feature breakdown

If you're the type who wants to see exactly what you get with each platform, here's the detailed breakdown. We've highlighted the features that we think matter most.

Let's talk money

Pricing is often the deciding factor, so let's break down what you'll actually pay. Keep in mind that both platforms love to hide costs in add-ons, so the sticker price rarely tells the whole story.

What Gorgias will cost you

What Freshdesk will cost you

So, which one should you choose?

After all this analysis, here's our honest take: For e-commerce businesses, Gorgias wins. The Shopify integration alone saves hours per week. Freshdesk only wins if you're not primarily e-commerce or need a free option.

If you run an online store (especially on Shopify), choose Gorgias. The ability to manage orders and track revenue from support tickets is transformative. Choose Freshdesk if you're a mixed business or need to start free.

Common questions

Here are the questions we hear most often from people comparing these platforms.