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Customer Support · head to head

Freshworks Customer Service Suite vs Gorgias

Freshworks Customer Service Suite logo

Freshworks Customer Service Suite

Customer Support

Unified customer service powered by AI

From
Free
Rated
-
Full reviewWebsite
Gorgias logo

Gorgias

Live Chat & Chatbots

E-commerce helpdesk built for Shopify

From
$10/month
Rated
-
Full reviewWebsite

The short version

  • Only Freshworks Customer Service Suite has a free tier, so it costs nothing to try first.
  • Each has a real cost: Freshworks Customer Service Suite separate products for support, chat, and CRM create context fragmentation between teams; 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: Freshworks Customer Service Suite covers Unified inbox, Gorgias covers Omnichannel inbox.

Where they differ

Only the attributes on which Freshworks Customer Service Suite and Gorgias actually diverge.

Attributes where Freshworks Customer Service Suite and Gorgias differ
AttributeFreshworks Customer Service SuiteGorgias
Starting priceFree$10/month
Pricing modelUnknownusage-based
Free tierYesNo
PlatformsWeb, Mobile (iOS, Android)Web, Ios, Android
CategoryCustomer SupportLive Chat & Chatbots
Founded20102015

Identical on both: user rating (Not yet rated).

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 Freshworks Customer Service Suite

  • Unified inbox
  • AI-powered chatbot
  • Ticketing system
  • Self-service portal
  • Analytics
  • Slack
  • Microsoft Teams
  • Salesforce

Only in Gorgias

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

Both cover

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

What people use each for

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

Freshworks Customer Service Suite

  • Customer supportnot Gorgias
  • Help desknot Gorgias
  • Self-servicenot Gorgias

Gorgias

  • E-commerce support teams wanting AI-resolved conversations billed only on successful resolutionsnot Freshworks Customer Service Suite

Where each one falls short

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

Freshworks Customer Service Suite

  • Separate products for support, chat, and CRM create context fragmentation between teams
  • Add-ons and renewal uplifts typically increase real costs 30-50% above published pricing
  • Customization beyond default configurations requires significant training and consulting fees

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

Freshworks Customer Service Suite

Free

No published plan breakdown. See the Freshworks Customer Service Suite review.

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 Freshworks Customer Service Suite if

  • You need unified inbox.
  • You want to start without paying.
  • You work on Web, Mobile (iOS, Android).
  • You also want ai-powered chatbot.
Freshworks Customer Service Suite 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 Freshworks Customer Service Suite or Gorgias better?
Neither clearly leads. Freshworks Customer Service Suite starts at Free and Gorgias at $10/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Freshworks Customer Service Suite or Gorgias?
Freshworks Customer Service Suite has a free tier; the other does not. Paid plans start at Free for Freshworks Customer Service Suite and $10/month for Gorgias.
Does Freshworks Customer Service Suite or Gorgias run on more platforms?
Freshworks Customer Service Suite runs on Web, Mobile (iOS, Android). Gorgias runs on Web, Ios, Android.
Can I use Freshworks Customer Service Suite for free?
Yes. Freshworks Customer Service Suite has a free tier, so you can try it without paying. Gorgias starts at $10/month.
What is Freshworks Customer Service Suite best used for?
Freshworks Customer Service Suite is most often used for customer support, help desk, self-service. Of those, customer support and help desk are not what Gorgias is typically brought in for.
What can Freshworks Customer Service Suite do that Gorgias cannot?
Freshworks Customer Service Suite covers Unified inbox, AI-powered chatbot, Ticketing system, Self-service portal. Gorgias covers Omnichannel inbox, Order management, Macros, Revenue tracking. Both handle Automation, Shopify, SOC2, GDPR.

Answered from the vendors’ own pages

Freshworks Customer Service Suite: What products are included in Freshworks Customer Service Suite?

The suite includes Freshdesk for support ticketing, Freshchat for live chat and messaging, and Freshsales for CRM. Pricing varies per product based on features and user count.

Source
Freshworks Customer Service Suite: Does Freshworks offer a free tier?

Yes. Freshdesk offers a free plan for 1-2 agents for 6 months. Paid plans start at $19/agent/month for Growth tier.

Source
Freshworks Customer Service Suite: Does Freshworks integrate with Slack?

Yes. Freshworks offers official Slack integration via the Freshdesk and Freshservice Slack apps, enabling ticket creation, notifications, and agent messaging directly in Slack.

Source
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Related pages

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