Freshdesk vs Gorgias

Shopify orders

Gorgias handles this better, for agents and for the AI.

• Gorgias agents create, duplicate, cancel, refund and edit orders, change the shipping address, build draft orders and edit tags from the ticket sidebar. Order edits work on fulfilled orders too, up to 60 days after the order was placed
• Gorgias's AI Agent cancels orders, edits shipping addresses, removes or replaces an item, reships a lost or damaged order for free and adds order notes. Cancelling, address changes and item removals work only on unfulfilled orders. It changes Shopify only, so cancelling an order already sent to a 3PL needs a ShipStation, ShipMonk or ShipBob action
• Freshdesk's Shopify app shows current and past orders, shipping and tracking inside the ticket, and lets agents refund or cancel. Cancelling works only before payment or before the items ship, and the help article lists no order edit or order creation
• Freshworks says Freddy AI Agent can process refunds, update and cancel orders, track orders and process exchanges, and lists Shopify among its integrations, but it doesn't say which of those changes it makes in Shopify. Test the exact actions you need during the 14-day trial

AI agents and how they bill

Freshdesk is cheaper per conversation. Gorgias is easier to forecast, because it bills only what the AI finishes.

• Freshdesk charges $49 per 100 sessions, $0.49 each, after the one-time 500. An email session is a 72-hour window from the customer's first email and a chat session a 24-hour window, and every AI reply inside the window counts once
• Gorgias includes an allowance on every plan (190 interactions on Pro, inside a $171 AI component at the annual rate) and charges $1.50 for each one past it. An interaction counts when the AI Agent fully handles the request and no human is needed within 72 hours
• Freddy AI Agent works on email, webchat, WhatsApp and social in 60+ languages, though chat needs Omni
• Gorgias's AI Agent works on email, chat, SMS, Instagram, Messenger and WhatsApp, in 80+ languages, and hands over on low confidence, sensitive topics or frustration

Channels on the entry plan

Gorgias puts more of a DTC brand's channels on its entry plan.

• Freshdesk's core Growth plan is sold as AI-powered service over email. Chat, phone and messaging come with Freshdesk Omni: Omni Growth, Omni Pro and Omni Enterprise cost $29, $79 and $119 an agent a month billed annually, against $19, $55 and $89 for core Growth, Pro and Enterprise
• Gorgias puts email, chat, Instagram and Facebook DMs, WhatsApp and a help-center contact form on every plan
• Gorgias phone and SMS are paid add-ons with their own ticket meters. A call becomes a Voice ticket when it connects, and follow-up calls on that ticket cost nothing extra

Sign-in, admin and data location

Freshdesk handles this better.

• Freshdesk includes SAML SSO on every plan. Gorgias offers Google and Microsoft sign-in, custom SSO over OpenID Connect from Advanced at $1,227 a month billed annually, and lists SAML only on its custom plan for teams over 5,000 conversations a month
• Freshdesk's region is set at signup, and moving it later means contacting Freshdesk support. Gorgias says its servers are in Google Cloud data centres in the US, the EU and Australia and that it hosts each customer's data in the region closest to them, but it doesn't say you can pick one
• Freshdesk keeps sandbox and audit logs for its top plans: Enterprise at $89 an agent a month billed annually on core Freshdesk, and Omni Enterprise at $119

How we checked this

• The arithmetic is ours, from the published prices
• Checked 2026-10-29