Gorgias vs Freshdesk: Pick the Tool that Streamlines Ecommerce Customer Support

Choose Gorgias to stop tab-shuffling and copy-pasting. Gorgias brings all your channels, customer info, and order management into one efficient view — saving you time and delighting your customers.

Gorgias is used daily by
14,344
+ DTC brands

Become 30% more efficient

Gorgias templates (called Macros) include more than twice as many Shopify variables than Freshdesk. That means you can skip copy-pasting, personalize responses, and resolve tickets much faster.

Plus, you can set up Gorgias Macros to trigger actions in Shopify, BigCommerce, Magento, and other ecommerce tools like Recharge.

Ecommerce agents resolve tickets 30% faster on Gorgias than other helpdesks, according to a 2022 study from a customer support agency.

Gorgias is the best support platform for businesses running on Shopify. The deep Shopify integrations are an invaluable part of our support process and save us countless hours a month.
Italic
Shopify App Store Review

Get an answer from Gorgias in minutes, 24/7

Users say Freshdesk customer service is slow and unreliable: “They do not respond and most of the time are not available on Live Chat. Sometimes they do not respond for several days if a ticket is submitted and even our Account Manager has poor follow through.

Gorgias’s customer service team works around the clock to respond in under 9 minutes (for chat) and 12 hours (for email). Most pricing plans even get dedicated Onboarding and Success Managers. And with our ecommerce customer service focus, the Gorgias team has seen (and solved) your biggest problems with hundreds of other brands.

The support team is phenomenal. Any question you have, any issue that needs addressing, they get on it and give you a resolution as quickly as possible. And every person I have dealt with from demos of the product to training and support has been amazing to work with.
Comfort One Shoes
Shopify App Store Review

Deeper plug-ins to ecommerce apps (so you don’t need 10 tabs open)

Gorgias integrates with over 100 of the most used apps for online stores — including apps that Freshdesk doesn’t connect to — like Yotpo, Judge.me, Linnworks, ShipBob, Postscript, and Recharge.

Gorgias prioritizes deep API integrations that power up your helpdesk software with detailed customer information and easy, instant changes across apps.

Given the different channels we use, our laptops would have 10 different tabs open. It was difficult to get a cohesive view of the customer. But with Gorgias + Recharge, we see all information in one window and have better visibility into the customer to manage their subscription, saving us a ton of time.
Uqora
Shopify App Store Review

See why ecommerce brands choose Gorgias over Freshdesk

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See Gorgias in action to compare it with Freshdesk

What’s the difference between Gorgias and Freshdesk?

The main difference between Gorgias and Freshdesk is Gorgias is exclusively focused on the unique needs of ecommerce, while Freshdesk deprioritizes ecommerce to serve other industries.

Gorgias is customer service software exclusively for ecommerce brands; so other industries should not use it.

The product is built around Shopify and the needs of ecommerce merchants. Every feature on our product roadmap helps online stores answer customer queries quickly, build better relationships with customers, and drive more sales.

Freshdesk’s basic ticket management features are solid, but the depth of functionality for ecommerce stores is lacking compared to Gorgias. This is because Freshdesk prioritizes other industries, like SaaS.

For example, Freshdesk lets you cancel and refund orders, but you can’t create orders, generated discount codes, or link to your Shopify products from within Freshdesk.

Streamlined order management.
Easily cancel, refund, and create orders without leaving the ticket view.
Shopify actions in Macros.
Automatically perform actions (like refunds, adress changes, etc.) in Shopify when sending a message.
Deeper integrations with your ecommerce apps.
Get more out of integrations with Klaviyo, ReCharge, BOLD, Recart, and Attentive (like more shared data and reduced tab-switching).
Revenue Statistics.
Understand what kinds of conversations turn into sales. Prove your team’s impact on revenue and ROI.
Self-service order management and tracking.
Let customers request refunds and cancellations, answer FAQs, and track orders in real-time with clean, simple UI.
Automatically interpret messages and suggest responses.
Gorgias detects message intents and suggest relevant Macros to speed up your agents and improve the tool’s ease of use.
Fast-acting customer support team.
Gorgias’s 24/7 support team answers in under 9 minutes (chat) and 12 hours (email).
Exclusively builds ecommerce features.
Our product roadmap is 100% based on feedback and requests from ecommerce brands.
Limited control over orders.
Order refunds and cancellations are in different tabs. You can’t create new orders.
Macros only pull customer information.
Macros can only pull customer info (which Gorgias can do). All follow-up actions must be done manually.
Integrations for more industries.
Freshdesk prioritizes non-ecommerce apps like Salesforce and Jira, which aren’t supported on Gorgias (or relevant to ecommerce).
Sales features are a separate product (paid extra).
Freshdesk’s sales tools and metrics are paid extra, hidden behind Freshdesk Customer Success.
Limited AI chatbot approach to self-service.
A robot (FREDDY) interfaces with customers, more concerned with sounding human than resolving issues.
UX slows down agents.
Support agents spend more time manually clicking between tabs and copy/pasting information.
Ask users about Freshdesk support quality and speed.
Have you heard about Freshdesk’s response times? Read their reviews and see what they say.
Depriotizes ecommerce.
Many of Freshdesk’s features aren’t relevant for ecommerce, cluttering your experience.
Read more about
Freshdesk
features

Learn more about merchants using Gorgias to grow

How Gorgias helps you boost revenue from customer experience

No more switching tabs — find all the customer information you need in one window. Offer personalized support much faster thanks to:

  • Customer info centralized from all your ecommerce apps to give personalized answers, fast
  • Templates that auto-fill customer information and automatically update their orders
  • Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Loop

Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up 30% of tickets, saving time for sensitive, complex, and high-impact questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget
  • Customizable autoresponders (that can also trigger order actions through the Shopify integrations

Plus, you avoid subjecting customers to frustrating AI chatbots that can barely imitate humans.

Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Joone

Gorgias can automatically identify, tag, and assign tickets based on a number of factors:

  • Past orders: Prioritize customers who you know are big spenders at your store
  • Channel: Respond to shoppers actively awaiting a response on live chat or SMS
  • Pre-sales questions: Flag tickets from customers considering a purchase
  • Escalations: Help angry customers they post negative reviews or social media posts
Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Oger

Chat campaigns help you reach out to customers based on their browsing behavior:

  • Ask if they need help
  • Highlight new product or promotions
  • Provide the information and incentives they need to click “Place order”

This is also a good way to automatically engage VIP customers and encourage repeat purchases.

Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and sales.
Jaxxon

Get detailed analytics about the revenue your team earns for your Shopify store and the types of support (and automated interactions) that lead to sales.

These insights help support teams make a strong impact on the company’s bottom line and prove your ROI to company leaders.

Customer support teams using Gorgias generated over $1 billion in 2021.

In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Topicals
Provide fast, personalized service

No more switching tabs — find all the customer information you need in one window. Offer personalized support much faster thanks to:

  • Customer info centralized from all your ecommerce apps to give personalized answers, fast
  • Templates that auto-fill customer information and automatically update their orders
  • Automatic ticket tagging, assigning, and prioritizing (so you can focus on delighting customers)
Gorgias helps us satisfy our customers. It has become like a storefront for us. It's where we centralize all customer conversation, greet our customers, answer their questions, fix problems, and get insights to inform our future. We would recommend Gorgias to other ecommerce businesses, as it makes your life easier, and it's an absolute breeze to set up!
Loop Earplugs
Reduce ticket volume with automated responses

Merchants who take full advantage of Gorgias’ Automation Add-on and ticket routing deflect up 30% of tickets, saving time for sensitive, complex, and high-impact questions, thanks to:

  • Automated FAQs and workflows
  • Self-service order tracking in your chat widget
  • Customizable autoresponders (that can also trigger order actions through the Shopify integrations

Plus, you avoid subjecting customers to frustrating AI chatbots that can barely imitate humans.

Automating low-stakes, high-volume tickets lets my team focus on meaningful, personalized conversations and boosted our CSAT to 4.77
Joone
Prioritize high-value tickets

Gorgias can automatically identify, tag, and assign tickets based on a number of factors:

  • Past orders: Prioritize customers who you know are big spenders at your store
  • Channel: Respond to shoppers actively awaiting a response on live chat or SMS
  • Pre-sales questions: Flag tickets from customers considering a purchase
  • Escalations: Help angry customers they post negative reviews or social media posts
Being able to filter and sort tickets in Gorgias to highlight urgent requests, or segment VIP customers with high lifetime value, is really important to us. It enables our customer service agents to quickly identify who to help first.
Oger
Start conversations to drive sales

Chat campaigns help you reach out to customers based on their browsing behavior:

  • Ask if they need help
  • Highlight new product or promotions
  • Provide the information and incentives they need to click “Place order”

This is also a good way to automatically engage VIP customers and encourage repeat purchases.

Customer service shouldn't just be reactive, putting out fires. We want to be proactive. And that’s what Gorgias helps you do. You go talk to customers, make sure they're having a great experience. You don't use it just to solve problems, but to create new relationships and sales.
Oger
Measure performance and ROI

Get detailed analytics about the revenue your team earns for your Shopify store and the types of support (and automated interactions) that lead to sales.

These insights help support teams make a strong impact on the company’s bottom line and prove your ROI to company leaders.

Customer support teams using Gorgias generated over $1 billion in 2021.

In Gorgias, you can see what kind of ticket actually generated each piece of revenue. You can see what conversation you had with the customer that made them want to purchase.
Topicals

Gorgias vs Freshdesk pricing: Seats vs tickets

Gorgias pricing is based on tickets, not users: We don’t charge per seat, so your whole team can obsess over CX.

Freshdesk’s pricing model makes you pay per user seat, siloing and limiting growth of your CX team.

We made this decision based on feedback from ecommerce business owners who want to:

  1. Invite Marketing, Product, and Website teams to get insights and feedback directly from customers to improve the product and CX
  2. Add new agents (and outsourced agents) at no extra charge, during busy seasons and periods of growth
  3. Tag technical support or other non-CX team members directly in Gorgias instead of chasing them down on another tool and copy/pasting their answer

What you’ll lose with Freshdesk’s free tier

Freshdesk’s free tier is no doubt an appealing choice for smaller merchants evaluating helpdesks. However, there are drawbacks to the free model.

For example, while you can manage conversations on email and social media (except for Instagram without a third-part app), you can’t pull tickets from Instagram or WhatsApp, and you’ll have limited automations.

For just $10/month with Gorgias, your team gets access to omnichannel support and automations to speed up your support.

You can connect all your channels, process order updates, auto-tag tickets, pull powerful reports, connect all the apps in your tech stack, and so much more.

Frequently asked questions

What is better than Freshdesk? (For ecommerce)
Why is Freshdesk better than Zendesk?
What channels do Gorgias and Freshdesk offer?
Who are Freshdesk’s biggest competitors?
Does Gorgias support WhatsApp?
Does Gorgias support custom fields?

Join the 14,344 +brands that use Gorgias every day

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