Gorgias vs.

Freshdesk

Gorgias is built for ecommerce. Freshdesk isn’t.

Deeply integrated with Shopify and key ecommerce apps, Gorgias offers out-of-the-box automations designed specifically for ecommerce brands to increase productivity. Freshdesk, on the other hand, deprioritizes ecommerce in favor of other industries like SaaS.

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Join leading brands who switched to Gorgias

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Why Gorgias

Why 15,000+ ecommerce brands choose Gorgias over Freshdesk

Designed for orders, shipping, and returns

Gorgias’s AI Agent is designed to handle topics that make up 80% of most ecommerce brands’ support queries.

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It easily connects to Shopify to read order data and help your customers manage their orders. Freshdesk is built for SaaS and requires you to open new tabs to process order cancellations or refunds.

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Resolutions, not just replies

Gorgias’s AI Agent answers emails like a human — including the ability to perform Actions like updating orders, subscriptions, returns, and more.

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Gorgias connects to Shopify to fully resolve customer inquiries, whereas Freshdesk’s AI only summarizes threads, drafts responses, and suggests articles. Human interaction is still required to resolve issues.

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Connect your ecommerce tech stack

Gorgias is a one-tab tool. Gorgias connects to key ecommerce apps, enabling you to easily: sync data across tools, build workflows to prioritize tickets and send automatic responses, and push updates without switching tabs.

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Freshdesk, on the other hand, prioritizes non-ecommerce apps like Salesforce and Jira, which aren’t supported on Gorgias (or relevant to ecommerce).

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Go beyond AI with Flows, and Convert

Gorgias is a comprehensive customer service platform built for ecommerce support teams.

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Freshdesk does not offer Convert for on-site revenue generation or Flows and Order Management to improve your website’s CX. Their sales tools and metrics are paid extra, hidden behind a completely separate product.

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Powerful enough for top Shopify Plus brands

Gorgias is enterprise-ready.

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Onboard on Gorgias’s secure and reliable platform smoothly with hands-on implementation, custom integrations, advanced analytics, support for multi-brand and multi-language, and a large team with rapid product development — that’s why 40% of the 250 largest stores on Shopify choose Gorgias.

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Feature Comparison

What is the difference between Gorgias and Zendesk AI?

Gorgias

Freshdesk

Conversational AI in email

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Conversational AI in chat

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Pre-built AI Actions

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Available across all plans

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Dedicated AI implementation team

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Transparent, usage-based pricing

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Which ecommerce tools do Gorgias and Zendesk integrate with?

Gorgias

Freshdesk

Recharge

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Klaviyo

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Attentive

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Yotpo

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Smile.io

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Loop Returns

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NetSuite

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Can Gorgias and Zendesk integrate with Shopify?

Gorgias

Freshdesk

Customize sidebar with customer data

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Perform actions in the ticket view

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Embed customer data in canned responses

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Embed actions in canned responses

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Shopify variables within Rules

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Let your AI Agent update Shopify

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Let customer easily Track orders

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Nail pre-sales with discount codes, stock levels, and visual product links

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Drive revenue with campaigns targeted using Shopify data

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Show CX’s impact with revenue reports

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How do reporting and analytics differ between Gorgias and Zendesk?

Gorgias

Freshdesk

Service level agreements (SLAs)

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Custom ticket fields

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Basic KPIs (FRT, RT, CSAT, etc)

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Average handle time

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Revenue generated from support

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Ticket Intent trends

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Custom reporting

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How do Gorgias and Zendesk differ in cost?

Gorgias

Freshdesk

Helpdesk pricing model

Per ticket

Per user seat

Per ticket

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Entry price

$10/month

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AI pricing model

Per resolution

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Price

$0.50-$1/resolution

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Unlimited users

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How do Gorgias and Zendesk differ for self-service and knowledge management?

Gorgias

Freshdesk

Generate articles from past tickets with AI

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Publish interactive scripted automations on your website

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Offer Order Management portals on your website

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Offers Help Center and Contact Form

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Our Customers

Hear directly from brands why they chose Gorgias

Eliminate turnaround times and create exceptional customer experiences

“Gorgias is a great tool — streamlined and connected with Shopify in a really straightforward way that makes it easy to handle customer orders. Gorgias really helps eliminate the turnaround times for getting back to customers in a timely fashion."

Addison Debter

Head of Customer Service

Kirby Allison

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Capabilities ahead of the competition

“I already love Gorgias because its email and chat capabilities are ahead of the competition, so I trust Gorgias to also build the best AI agent. And having all our CX tools within the same system is important — I don’t want yet another dashboard to check.”

Tosha Moyer

Senior Customer Experience Manager

Psycho Bunny

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"Gorgias AI Agent is going to be a game-changer for us during BFCM. Immediate, personalized responses reduce the volume of repetitive inquiries and ensure our community feels supported during the busiest time of the year. Our community members have even mistaken the AI Agent for a real person, which speaks volumes about how well it aligns with our brand voice.”

Zoe Cranney

Community Experience Expert

LSKD

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See how Gorgias provides brands with the support they need to serve their customers.