GorgiasFreshdeskGorgias vs Freshdesk

Gorgias vs Freshdesk: ecommerce help desk or help desk

An ecommerce help desk against a help desk: Gorgias is $215 a month cheaper for five people. Where Gorgias and Freshdesk split, and a third option for small teams.

By Khalid Nouri, founder of SellioPricing check dates are listed with each vendor below

Try the third optionSellio pricing

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The short answer

Pick Gorgias if you sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket. Pick Freshdesk if your support is email tickets first and you want SLAs, time tracking and field service in one help desk. For five people, Gorgias is $215 a month cheaper than Freshdesk ($60 a month on Gorgias against $275 on Freshdesk), before AI. Sellio Mini, at $45, comes in $15 below Gorgias. Gorgias and Freshdesk both include email in the price; only Gorgias has website chat, WhatsApp and Instagram. Neither Gorgias nor Freshdesk includes Telegram outright. For a team of two to ten weighing Gorgias against Freshdesk, the third option below puts chat and tickets at one workspace price.

At a glanceGorgiasGorgiasFreshdeskFreshdesk
Built aroundShopify orders · tickets priced by volumeEmail tickets · chat is the separate Freshchat
Entry plan$10/mo · Starter: 50 tickets$19/agent/mo · Growth: email and tickets
Chat in the price$60/mo · Basic: 300 tickets, any agents$55/agent/mo · Pro, with Freshchat on top
AI agentAbout $1 per resolution · and it counts as a ticket$49 per 100 sessions · 500 trial sessions once per account
Copilot for agentsIncluded · AI-assisted replies$29/agent/mo · Freddy Copilot
Free planNone · trial offeredNone · 14-day trial

The six differences that decide it

Everything else on this page follows from these.

  1. 01

    Where a conversation starts

    GorgiasGorgias

    As a ticket with the Shopify order beside it, so an agent can refund or edit without leaving. Freshdesk raises tickets too, from email tickets.

    FreshdeskFreshdesk

    As a ticket in an email queue. Chat conversations live in Freshchat and become tickets when escalated. Gorgias raises tickets too, from Shopify orders.

  2. 02

    What the seat buys

    GorgiasGorgias

    There are no seats: $60 buys 300 tickets a month for any number of agents, and about $0.40 a ticket past that. $60 for five people, against $275 on Freshdesk.

    FreshdeskFreshdesk

    $19 buys email tickets on Growth. Chat and messaging mean adding Freshchat or an Omni bundle. $275 for five people, against $60 on Gorgias.

  3. 03

    How the AI is billed

    GorgiasGorgias

    AI Agent is about $1 per resolved conversation, and each resolution also counts as a ticket. Freshdesk meters AI ($49 per 100 sessions) above the seats as well.

    FreshdeskFreshdesk

    Freddy AI Agent: 500 trial sessions once per account, then $49 per 100. Freddy Copilot is $29 per agent on top. Gorgias meters AI (about $1 per resolution) above the seats as well.

  4. 04

    Channels in the price

    GorgiasGorgias

    Email, chat, Messenger, Instagram, WhatsApp and SMS, with the store's order data in every one. website chat, WhatsApp and Instagram are here and not on Freshdesk.

    FreshdeskFreshdesk

    Email and web forms on every plan; chat, WhatsApp and Instagram arrive with Freshchat. Gorgias adds website chat, WhatsApp and Instagram, which Freshdesk lacks.

  5. 05

    Beyond the inbox

    GorgiasGorgias

    Revenue reporting, order actions, convert campaigns and deep Shopify, BigCommerce and Magento apps. Freshdesk is a help desk instead.

    FreshdeskFreshdesk

    Field service, time tracking, SLAs and a marketplace; the wider Freshworks suite for IT and sales. Gorgias is an ecommerce help desk instead.

  6. 06

    Time to the first reply

    GorgiasGorgias

    Hours for a Shopify store: install the app, connect the mailbox, turn on the macros. Freshdesk is a day or two.

    FreshdeskFreshdesk

    A day or two: connect the support address, set groups and SLAs, then add Freshchat for the widget. Gorgias is hours for a Shopify store.

Sources: Gorgias pricing · Freshdesk pricing. Each vendor’s own comparison of the other is linked so you can weigh both sides against ours.

What each one looks like

A look at the agent workspace. Interfaces can vary by plan and product version.

The Gorgias ticket view: the customer thread with the Shopify order and actions on the right
GorgiasGorgias. The Gorgias ticket view: the customer thread with the Shopify order and actions on the right
The Freshdesk ticket view: the queue on the left, the ticket thread and the properties panel
FreshdeskFreshdesk. The Freshdesk ticket view: the queue on the left, the ticket thread and the properties panel

Pricing references: Gorgias pricing page (recorded 2026-09-06; needs verification); Freshdesk pricing page (recorded 2026-09-06). Prices change; confirm current terms with each vendor.

Gorgias, Freshdesk and Sellio, side by side

Fifteen things a support team checks. A dash means the product does part of it or charges extra for it.

FeatureGorgiasGorgiasFreshdeskFreshdeskSellio

Pricing

Pricing model
Per ticket volume; AI per resolution on top.
Per agent; AI per agent and per session
Per workspace; seats and channels are plan limits
Free plan
Trial only.
Not on the pricing page; 14-day trial
2 seats, 1 channel, 1 AI agent, no trial clock

Channels

Website live chat
Chat widget.
Via Freshchat or Omni
One script tag; guides for HTML, React, Next.js and more
Email in the inbox
Yes.
Core of the product
From Mini: forward your support address; reply from the thread
WhatsApp
Yes.
Via Freshchat or Omni
From Mini: WhatsApp Business API, several agents on one number
Instagram DMs
Yes, including comments.
Via Freshchat or Omni
From Mini: Instagram DMs beside web chat
Telegram
Not a channel.
Not native
From Mini: paste a bot token; the webhook is set for you
Slack, Discord, Teams (two-way)
Slack notifications.
Slack and Teams notifications
From Mini: two-way threads; a reply there reaches the customer

AI

AI agent trained on your docs
AI Agent with Shopify actions.
Freddy, trained on the knowledge base
Crawl your site, upload PDFs and FAQs; answers only from those
How AI is billed
About $1 per resolution, plus the ticket.
500 one-time trial sessions, then $49 per 100
Metered from an included credit, with caps you set
AI hands off to a person
Hands to agents.
Escalates to agents
On low confidence, a keyword, or a teammate taking over

Support operations

Tickets
Ticket-first.
Ticket-first
On Plus: raise from any chat; customer, back-office and tracker
Visual workflow automation
Rules and macros.
Automations, form-based
From Mini: 11 triggers, 18 actions, no code
Analytics and CSAT
Support and revenue stats.
Reports and CSAT
From Essentials: response times, resolution, CSAT; topics and email reports on Plus

Apps

Desktop app (Windows, macOS)
Browser and mobile.
Browser and mobile only
Native Windows and macOS apps

Which one, for whom

Pick Gorgias if

  • You sell on Shopify, BigCommerce or Magento and want refunds and order edits from the ticket.
  • Ticket volume is low and steady, so paying by ticket beats paying by seat.
  • Five people cost $215 a month less than on Freshdesk ($60 against $275), before AI.
  • You need website chat, WhatsApp and Instagram in the price, which Freshdesk does not include outright.

Pick Freshdesk if

  • Your support is email tickets first and you want SLAs, time tracking and field service in one help desk.
  • You are already on Freshworks products and want the same admin and billing.
  • Time to the first reply is a day or two here and hours for a Shopify store on Gorgias.
  • Its pricing model suits you better than Gorgias's: per agent per month, billed yearly. Day passes for occasional agents.

The third option: Sellio

  • Your team is two to ten people on chat, messaging and email. Weigh workspace pricing against $60 a month on Gorgias against $275 on Freshdesk for five people; the billing units and included features differ.
  • You want a ceiling on AI spend: Gorgias meters AI (about $1 per resolution) above the seats, Freshdesk meters AI ($49 per 100 sessions) above the seats, and Sellio stops at the cap you set.
  • You need Telegram and native Windows and macOS apps, which neither Gorgias nor Freshdesk includes.

What two, five and ten people pay

Gorgias: $60 a month for five (300 tickets a month, any number of agents); it does not print a per-seat rate to extend to two or ten. Freshdesk on Pro: $110, $275 and $550 a month for two, five and ten people, before AI. Sellio: Free for two seats; Mini at $45 for five, $15 less than Gorgias and $230 less than Freshdesk for five people; Essentials at $95 for ten, the AI credit included. At ten people, Essentials at $95 is $455 under Freshdesk.

Where the two agree, and where they split

Gorgias is an ecommerce help desk built around Shopify orders; Freshdesk is a help desk built around email tickets. Neither has a free plan: Gorgias offers a free trial, Freshdesk 14 days of Enterprise. Gorgias and Freshdesk both include email in the price; only Gorgias has website chat, WhatsApp and Instagram. Neither Gorgias nor Freshdesk includes Telegram outright. Gorgias (about $1 per resolution) and Freshdesk ($49 per 100 sessions) both meter AI above the seats. Gorgias and Freshdesk both raise tickets, and neither Gorgias nor Freshdesk ships a desktop app. Gorgias is hours for a Shopify store; Freshdesk is a day or two.

What each price leaves out

Gorgias: AI Agent about $0.90 to $1.00 per resolved conversation on top of the plan; extra tickets about $0.36 to $0.40 each. Freshdesk: Freddy AI Copilot $29 per agent per month yearly; 500 AI agent trial sessions once per account, then $49 per 100 sessions. Beside Gorgias's about $1 per resolution and Freshdesk's $49 per 100 sessions, Sellio includes an AI credit with each paid plan. Usage consumes that credit; additional credits cost extra, and you can set a spending cap.

How these figures were read

Gorgias does not print the figures above in a form a fetch can read (Per ticket volume, not per agent. Gorgias renders its table in the browser, so these figures were confirmed from published summaries; check the vendor page.), so they are marked unverified here beside Freshdesk's, and Gorgias's pricing page should be checked before you decide.

How to decide in an afternoon

  1. Step 1

    Count agents and channels

    Anyone who replies is a seat. List the channels customers actually use.

    5 people reply5 seats
    Website chat61%
    WhatsApp27%
    Email12%
  2. Step 2

    Price the AI you would use

    Estimate monthly conversations the AI could close, then apply each vendor's per-resolution or per-session rate.

    1,200 conversations × 40% AI closes480
    GorgiasGorgiasSee vendorNot quoted
    FreshdeskFreshdesk$0.49$245
    Sellio$0.05$19

    Illustrative AI-only estimate; vendor units differ. Pack billing is rounded up. Sellio assumes Mini’s $5 credit and $0.05 per conversation.

  3. Step 3

    Trial the shortlist

    Check each vendor’s trial, free plan or demo terms. Where access is available, test one real channel before committing.

    GorgiasGorgias · Free trial offered
    FreshdeskFreshdesk · 14 days of Enterprise
    Sellio · Free plan, no card

    Confirm trial access and limits, then evaluate one real channel on each.

Continue your research

FAQ

Gorgias vs Freshdesk: the questions people ask

Gorgias is an ecommerce help desk built around Shopify orders; Freshdesk is a help desk built around email tickets. Gorgias and Freshdesk both raise tickets, and neither Gorgias nor Freshdesk ships a desktop app.

  • Entry plan: Gorgias $10/mo (Starter: 50 tickets); Freshdesk $19/agent/mo (Growth: email and tickets).
  • Chat in the price: Gorgias $60/mo (Basic: 300 tickets, any agents); Freshdesk $55/agent/mo (Pro, with Freshchat on top).
  • Sellio's inbox: Telegram, which neither Gorgias nor Freshdesk has outright, plus the rest of the five, on every paid plan.

The shared inbox page puts Sellio beside Gorgias and Freshdesk on the same rows.

Still have a question? Contact us or browse the docs.

Or the third option: one price, every channel.

Sellio puts website chat, WhatsApp, Instagram, Telegram and email in one inbox with tickets and an AI agent, for $45 to $295 a month per workspace.

Get startedRead the docs

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