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Software · head to head

Freshservice vs Gorgias

Freshservice logo

Freshservice

Software

Modern IT service management

From
$19/month
Rated
-
Full reviewWebsite
Gorgias logo

Gorgias

Software

E-commerce helpdesk built for Shopify

From
$10/month
Rated
-
Full reviewWebsite

The short version

  • Each has a real cost: Freshservice change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up; Gorgias helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • They diverge on capability: Freshservice covers Incident management, Gorgias covers Omnichannel inbox.

Where they differ

Only the attributes on which Freshservice and Gorgias actually diverge.

Attributes where Freshservice and Gorgias differ
AttributeFreshserviceGorgias
Starting price$19/month$10/month
Pricing modelsubscriptionusage-based
Founded20102015

Identical on both: free tier (No), platforms (Web, Ios, Android), user rating (Not yet rated), category (Unknown).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Freshservice

  • Incident management
  • Asset management
  • Change management
  • Knowledge base
  • Reporting
  • Slack
  • Microsoft Teams
  • AWS

Only in Gorgias

  • Omnichannel inbox
  • Order management
  • Macros
  • Revenue tracking
  • Self-service
  • Shopify
  • BigCommerce
  • Magento

Both cover

  • Automation
  • SOC2
  • GDPR
  • Web support
  • Ios support
  • Android support

What people use each for

The jobs each tool is most often brought in to do.

Freshservice

  • IT service management and internal help desk ticketingnot Gorgias
  • Asset management and change control for IT teamsnot Gorgias

Gorgias

  • E-commerce support teams wanting AI-resolved conversations billed only on successful resolutionsnot Freshservice

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Freshservice

  • Change, problem and release management require the Pro plan at $99 per agent per month, so core ITIL processes sit two tiers up
  • Every plan includes only 100 ITAM asset units, with more sold separately regardless of tier
  • Orchestration transactions are metered monthly, from 1,000 on Starter to 20,000 on Enterprise, with extra packs at $250 per 1,000
  • The Freddy AI copilot is a $29 per agent per month add on on top of Pro or Enterprise
  • Sandbox and audit logs are Enterprise only, which carries no published price

Gorgias

  • Helpdesk plans are metered by ticket volume, scaling from 50 to 5,000 tickets a month rather than a flat per-agent fee
  • The AI Agent is billed separately per resolved conversation on every plan rather than included in the flat seat or ticket price

Pricing, plan by plan

Freshservice

$19/month
  • Starter$19/month
    • Incident management
    • Knowledge base
    • Self-service portal
  • Growth$49/month
    • Asset management
    • Approval workflows
    • SLA management
  • Pro$95/month
    • Problem management
    • Change management
    • Release management
  • Enterprise$119/month
    • Freddy AI
    • Audit logs
    • Custom SSL

Gorgias

$10/month
  • Starter$10/month
    • 50 tickets/month
    • 3 user seats
    • Email & social
  • Basic$60/month
    • 300 tickets/month
    • Unlimited users
    • Phone support
  • Pro$360/month
    • 2000 tickets/month
    • Advanced automation
    • Revenue statistics
  • Advanced$900/month
    • 5000 tickets/month
    • Dedicated CSM
    • Custom integrations

Which should you pick?

Choose Freshservice if

  • You need incident management.
  • You work on Web, Ios, Android.
  • You also want asset management.
Freshservice review

Choose Gorgias if

  • You need omnichannel inbox.
  • You work on Web, Ios, Android.
  • You also want order management.
Gorgias review

Questions people ask

Is Freshservice or Gorgias better?
Neither clearly leads. Freshservice starts at $19/month and Gorgias at $10/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshservice or Gorgias?
Freshservice starts at $19/month and Gorgias at $10/month.
Does Freshservice or Gorgias run on more platforms?
Both run on Web, Ios, Android, so platform support will not decide this one for you.
What is Freshservice best used for?
Freshservice is most often used for it service management and internal help desk ticketing, asset management and change control for it teams. Of those, it service management and internal help desk ticketing and asset management and change control for it teams are not what Gorgias is typically brought in for.
What can Freshservice do that Gorgias cannot?
Freshservice covers Incident management, Asset management, Change management, Knowledge base. Gorgias covers Omnichannel inbox, Order management, Macros, Revenue tracking. Both handle Automation, SOC2, GDPR, Web support.
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