Choosing between Gorgias and Freshdesk comes down to what kind of support you run and where you spend your days.
Gorgias lives and breathes ecommerce, pulling order data straight into the inbox so agents can check status, issue refunds, or edit orders without leaving the help desk. On the other hand, Freshdesk takes a broader, classic help desk approach with omnichannel ticketing and collaboration that scales from small teams to large operations.
To simplify it, if you own an ecommerce business and want storefront context next to every chat, Gorgias is immediately appealing. But, if you need structured queues, linked tickets, and clear SLA discipline across multiple channels, Freshdesk is built for that rhythm.
But it’s time to go even more in-depth.
In this article, we will compare pricing, core features, and key alternatives to Freshdesk and Gorgias. You will also see how Tidio compares against both tools.
Combine the best of both worlds with Tidio
Gorgias vs. Freshdesk: quick comparison
Before we dig into details, here is a side-by-side to orient you. Use it as a snapshot, then keep reading for more context.
| Feature | Gorgias | Freshdesk | Tidio |
| Pricing | Ticket-based, costs start at $10/month and scale with monthly billable tickets and add-ons | Per-agent pricing with a free plan, paid plans start from $18/ agent/month | Free plan available, paid plans start at $29/month |
| Live chat | Ecommerce-tailored chat with order context in the sidebar | Chat tied to help desk, smooth chat-to-ticket continuity | Live chat with a unified inbox across various channels and contact information in the sidebar |
| Automation & bots | Rules, macros, intent detection for order status, refunds, VIP routing | Freddy AI options, including Copilot for agent assist and workflows | Lyro AI Agent, multilingual, knowledge-base, workflows and help desk automations |
| Ticketing | Conversation-first ticketing tuned to ecommerce channels | Robust help desk with SLAs, linked tickets, and shared ownership | Integrated ticketing across chat and email with automation for triage and prioritization |
| Ecommerce integrations | Deep Shopify, Magento, BigCommerce, WooCommerce | A Broad marketplace across business and IT tools | Native Shopify and WordPress, plus various integrations available via Zapier |
| Reporting & analytics | Support metrics with ecommerce revenue attribution | Prebuilt and custom dashboards plus SLA tracking | Built-in reports and Lyro analytics for deflection and resolutions |
| Ease of use | Fast, ecommerce-centric agent UI | Familiar, beginner-friendly help-desk layout | Simple, no-code setup and visual builders |
| Support | Live chat and resources, priority on higher tiers | Tiered support, knowledge base, community | 24/5 live chat and extensive help center |
Pricing and value for money
Let’s talk about the budget first, because it shapes everything else.
Gorgias charges by ticket volume. You pick a plan with an included number of billable tickets, then pay overages if you spike above it. That is predictable for steady volumes and promotions you can plan, yet it can climb quickly during seasonal peaks or rapid growth.
Freshdesk prices per agent and includes a free plan for very small teams. The Growth tier starts at $18 per agent/month, and you scale features as you move up plans. For headcount-driven teams, forecasting is straightforward because usage swings do not surprise your bill.
As for Tidio’s pricing, it’s simple and transparent, built around conversation-based quotas instead of complicated tiers or per-agent fees. Each plan scales with your customer volume, making it easy to predict and control costs. You can also automate part of your support with Lyro, included in every account with a free trial allowance before moving to a monthly plan.
Freshdesk vs. Gorgias: key feature comparison
Feature lists and pricing only tell part of the story. What really matters is how each tool performs when your team uses it every day.
Below, we cover the core capabilities of Gorgias and Freshdesk and what they feel like in use:
Live chat and conversational tools
Gorgias tailors chat for ecommerce interactions. Agents can view order history, shipping status, and customer details directly within the conversation. They can also issue refunds or make changes inside the help desk, which reduces repetitive exchanges and helps support teams guide customers toward completing a purchase.
Freshdesk runs chat inside an omnichannel help desk, so a conversation becomes a ticket when needed. You keep one record with priorities and SLAs, which suits teams that coordinate across email, chat, phone, and social from a single queue.
Did you know…
Pastreez, a French macaron bakery, achieved a 70% conversion rate on customer inquiries after introducing Tidio’s live chat. By using automated chat flows and delayed messages, they handled rising customer demand without losing their personal touch. This approach also helped the brand secure corporate partnerships with Netflix, Google, and Visa.
Read more: Here’s a full guide on conversational AI for customer service.
Automation and bots
Gorgias blends rules, macros, and intent detection to triage common ecommerce questions like “Where is my order?” or return requests. It can route or close tickets automatically, and prioritize VIP shoppers so they reach a human agent faster.
As for Freshdesk, it anchors automation in the help desk. Standard rules handle assignment, escalation, and SLA timers, while Freddy AI and Copilot add suggestions and smarter routing on higher tiers. It’s a practical way to speed up work without changing how agents think about tickets.
Did you know…
Tidio’s Lyro AI Agent handles multi-turn conversations in multiple languages and uses your knowledge base to answer customer questions. It helps automate most common requests, with real-world results like Axioma UK achieving an 89% resolution rate after adoption.
Tidio stood out with rapid deployment, hands-on support, and smart self-learning via Lyro—letting us scale service fast, at a great price point.
Automate smarter support with Lyro
Ticketing and workflow management
Gorgias takes a conversation-first approach across channels like email, chat, Instagram, Messenger, SMS, and voice. Agents work from a single shared inbox with storefront context at hand, which is great for teams that split time between support and sales.
On the other hand, Freshdesk offers traditional help desk depth. This includes SLAs, linked tickets, shared ownership, and collaboration features that keep larger teams aligned. It’s easier to manage backlogs and escalations when every case follows the same structure.
Did you know…
Tidio merges chat and email into a single queue. Also, it keeps the full context when a conversation becomes a ticket and lets you prioritize and escalate. At the same time, Lyro answers recurring questions, which helps teams avoid backlog creep. The Muzzle Movement, for instance, used Tidio’s Lyro AI to handle over 1,200 monthly tickets and achieved a 74% resolution rate.
Read more: Check out these tips to successfully measure and optimize case deflection.
Reporting and analytics
As far as reporting goes, Gorgias measures the usual support metrics and adds an ecommerce lens. You can attribute revenue to support interactions, which clarifies the impact of service on sales and staffing.
When it comes to Freshdesk’s analytics, it ships with out-of-the-box reports for volume, resolution times, and satisfaction, plus customizable dashboards and SLA tracking on higher plans. These detailed reports help teams that track performance targets, like response times or SLA compliance, stay on top of their goals and make informed staffing or workflow decisions.
Did you know…
Tidio provides service reports and Lyro analytics so managers can monitor resolution rates and flow performance. That visibility makes it easier to tune your knowledge base and automations. MattressNextDay, for example, used Lyro AI to automate support and save over 400 hours each month.
User experience and interface
A platform’s design determines how intuitive it feels for support teams and how quickly they can respond to customers. Each of the following sections looks at how Gorgias and Freshdesk perform in key areas such as setup, integrations, performance, and support.
Setup and customization
Gorgias connects quickly to ecommerce platforms like Shopify and WooCommerce, so most stores can get started within hours. The setup focuses on syncing order and customer data to the help desk and creating automation rules for common scenarios such as refunds or delivery questions. The process is straightforward, but teams still need to fine-tune workflows to get the best results.
Compared to Gorgias, Freshdesk takes longer to configure but provides a wider range of options. Your business can tailor routing rules and automations to fit how teams operate. The interface walks users through setup with templates and tutorials through advanced customization. These include building specific approval flows or creating detailed reporting dashboards.
Tidio is built for quick installation. It connects to Shopify or WordPress in a few clicks and includes ready-made automation templates. The drag-and-drop builder makes customization simple, so teams can adjust chat flows or response triggers without any coding experience.
Read more: Learn how to build a Shopify AI agent to automate customer support.
Integrations and compatibility
Gorgias integrates deeply with all major ecommerce ecosystems. Its Shopify connection is among the most advanced in the industry, allowing agents to view order details and issue refunds directly within the chat. It also supports platforms such as Magento and BigCommerce. It also connects with marketing tools like Klaviyo and Recharge to manage customer communication.
Freshdesk focuses on flexibility, offering a large marketplace of integrations, including CRMs and collaboration apps. Moreover, it connects with Salesforce, Slack, and Microsoft Teams, allowing support agents to pull in data and automate cross-department workflows.
What’s great about Tidio is that it has native integrations with Shopify, WordPress, and WooCommerce, as well as Zapier access for additional connections. That versatility helps Tidio fit seamlessly into ecommerce and SaaS stacks, making it easy for teams to extend functionality as they grow.
Read more: Check out the top ecommerce integrations.
Performance and reliability
Gorgias is designed to handle heavy ticket loads typical of ecommerce stores during sales or product launches. It keeps ticket updates and chat interactions responsive even when order volumes surge. Users occasionally report short delays when syncing data from external apps, but overall reliability remains high.
Freshdesk performs well across industries and maintains strong uptime records. It can handle large volumes of incoming requests without slowing down and uses queue management tools to help agents stay on schedule with response targets.
Tidio operates efficiently on websites of all sizes. It’s lightweight, meaning it doesn’t affect site speed, and its automation tools help reduce pressure during peak hours by resolving simpler inquiries automatically.
Customer support and documentation
Gorgias offers a detailed knowledge base for all users and provides personalized onboarding support for higher plans. The support team is responsive, especially for users on Advanced and Enterprise tiers, and most setup issues are resolved quickly.
For the lower-tier “Starter” plan, support is offered via email and live chat, and the extensive knowledge base is fully accessible.
Freshdesk provides email and chat support, along with one of the most comprehensive documentation libraries in the category. It includes step-by-step tutorials, video guides, and an active user forum. That being said, users report that response times can vary depending on plan level.
Finally, Tidio gives all users access to 24/5 live chat support, plus a structured help center that covers everything from installation to automation setup. This ensures even small teams get practical help without needing premium access.
Alternatives and competitors
Not seeing a perfect match? Here are a few other names to consider and why they come up in the same conversations.
- Zendesk: omnichannel ticketing with advanced SLAs and extensive integrations that can benefit larger companies and enterprises.
- Help Scout: email-first help desk with a simple shared inbox and lightweight automation.
- LiveAgent: omnichannel support with built-in call center features and granular routing.
- Crisp: a chat platform with automation and social messaging popular among startups.
Read more: Check out the best Gorgias alternatives and Freshdesk competitors.
Final verdict and recommendation
If your priority is storefront context and agent speed inside the help desk, Gorgias makes everyday ecommerce tasks easier. Agents can check order status, issue refunds, and view shopper details in one place. This setup shortens response times and helps support teams turn customer conversations into sales.
In case you need structured queues with SLAs and collaboration that scales cleanly, Freshdesk fits that model. The per-agent pricing keeps budgets predictable when volume swings, and the marketplace covers most common tools.
However, if you’re looking for a middle path that blends both worlds, especially for smaller teams, then Tidio is your go-to choice. It combines live chat, ticketing, and automation in a unified inbox and adds Lyro with transparent monthly quotas. The tool is quick to set up and designed to help you scale support without adding complexity.
Combine the best of both worlds with Tidio
FAQ
Tidio is a customer communication platform that combines live chat, ticketing, automation flows, and an AI agent called Lyro. Teams use it to respond instantly and stay available across channels like web chat and email.
Tidio is broader for non-store use cases and adds a quota-based AI agent for conversations. Choose Gorgias for deep ecommerce actions, and pick Tidio for unified chat-plus-ticketing and reliable AI.
Freshdesk emphasizes SLAs, linked tickets, and scalable help-desk workflows. Tidio combines chat with tickets in one view and uses Lyro to deflect recurring questions, which helps teams stay responsive without heavy configuration.
For many merchants and compared to Freshdesk, yes. Gorgias pulls rich Shopify context into the agent workspace and can trigger order actions without switching tools, which speeds up resolutions. That being said, Tidio also integrates deeply with Shopify. It offers live chat and automation tools that help stores connect with shoppers and resolve questions fast.
Tidio and Freshdesk both have quick starts. Freshdesk feels familiar to teams that are familiar with help desk queues, while Tidio’s visual builders let teams add chat and automation without code. Gorgias is fast to deploy for Shopify-based stores because storefront data appears directly in the inbox.
All three provide AI options. Gorgias focuses on intent routing and ecommerce automations, while Freshdesk offers Freddy AI and Copilot for assistance and workflows. Last but not least, Tidio provides Lyro AI with monthly conversation quotas on paid plans.
