Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Freshdesk
Score 8.6 out of 10
N/A
Freshdesk is a cloud-based customer service software that helps businesses of all sizes to deliver customer support. Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets, and unifies ticket resolution across channels. Additionally, Freshdesk lets the user automate workflows, provide self-service, manage SLAs, and measure metrics, to stay on top of customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot,…
$0
Up to 10 agents per user
Gorgias
Score 9.3 out of 10
N/A
Gorgias, headquartered in San Francisco, builds a multi-channel helpdesk integrated with e-commerce merchants'​ back-office. It allows merchants to manage all their support from one place. Gorgias connects all business apps and all communication channels to provide support agents a unified view of their customers. It sets auto-responses to common customer requests.
$60
per month Up to 350 mothly tickets
Pricing
FreshdeskGorgias
Editions & Modules
Free
$0
Up to 10 agents
Growth
$15
per month per agent
Pro
$49
per month per agent
Enterprise
$69
per month per agent
Basic
$60
per month 350 monthly tickets
Pro
$300
per month 2,000 monthly tickets
Advanced
$750
per month 6,000 monthly tickets
Custom
custom
Custom ticket volume
Offerings
Pricing Offerings
FreshdeskGorgias
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
FreshdeskGorgias
Considered Both Products
Freshdesk
Chose Freshdesk
We have actually moved from Freshdesk to Gorgias due to the speed at which we can organize, and reply on Gorgias.
Gorgias

No answer on this topic

Top Pros
Top Cons
Features
FreshdeskGorgias
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Freshdesk
8.3
143 Ratings
3% above category average
Gorgias
8.7
1 Ratings
8% above category average
Organize and prioritize service tickets8.7139 Ratings8.01 Ratings
Expert directory7.993 Ratings7.01 Ratings
Subscription-based notifications8.43 Ratings9.01 Ratings
ITSM collaboration and documentation7.64 Ratings9.01 Ratings
Ticket creation and submission8.7140 Ratings9.01 Ratings
Ticket response8.7140 Ratings10.01 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Freshdesk
8.4
128 Ratings
6% above category average
Gorgias
7.0
1 Ratings
12% below category average
External knowledge base8.4114 Ratings6.01 Ratings
Internal knowledge base8.4118 Ratings8.01 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Freshdesk
8.2
136 Ratings
4% above category average
Gorgias
9.4
1 Ratings
17% above category average
Customer portal8.0114 Ratings8.01 Ratings
IVR7.942 Ratings9.01 Ratings
Social integration8.571 Ratings10.01 Ratings
Email support8.8136 Ratings10.01 Ratings
Help Desk CRM integration8.082 Ratings10.01 Ratings
Best Alternatives
FreshdeskGorgias
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
FreshdeskGorgias
Likelihood to Recommend
8.7
(211 ratings)
10.0
(1 ratings)
Likelihood to Renew
9.8
(14 ratings)
-
(0 ratings)
Usability
8.8
(36 ratings)
-
(0 ratings)
Availability
9.1
(4 ratings)
-
(0 ratings)
Performance
8.4
(4 ratings)
-
(0 ratings)
Support Rating
8.7
(34 ratings)
-
(0 ratings)
In-Person Training
8.2
(1 ratings)
-
(0 ratings)
Online Training
7.9
(2 ratings)
-
(0 ratings)
Implementation Rating
8.3
(140 ratings)
-
(0 ratings)
Configurability
8.6
(3 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
9.1
(3 ratings)
-
(0 ratings)
Ease of integration
8.8
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(4 ratings)
-
(0 ratings)
Vendor post-sale
8.1
(2 ratings)
-
(0 ratings)
Vendor pre-sale
7.8
(2 ratings)
-
(0 ratings)
User Testimonials
FreshdeskGorgias
Likelihood to Recommend
Freshworks Inc
Using a collection of Skill Based Ticket Assignment, Ticket Allocation, and alerts, we’ve been able to bring our average resolution time to under half our previous time. This is done by making sure the right tickets get to the right agents, and by ensuring agents are followed up on to ensure they do not forget deadlines on tickets in their queue. Furthermore, tickets which would be open for weeks due to lack of a client response are now closed automatically following a prompt email to the end-user
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Gorgias
It has the best Shopify integration we had over 40 Shopify stores and having all of that information on a user's email was extremely helpful. The integrations for 3pls could’ve been better and the reporting left something to be desired. Having a feature like most common topics based on what the users write about rather than what we had to manually tag would be very beneficial.
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Pros
Freshworks Inc
  • Follow up on all conversations that enter and are easy to use by the employee and save responses ready for use.
  • Find out the average rate of the number of conversations that occur in the company and conduct the analysis.
  • There is a feature it allows one to take a permit in the name of the employee who responds to the conversation and to know the problem faced by the customer and the solution.
Read full review
Gorgias
  • Tagging- the tagging system was a great way to stay organized.
  • Rules- when you have 49 inboxes implementing rules on when to fire a macro or auto tag is necessary and Gorgias’ UI was easy to understand and execute.
  • Integrations- I had to integrate with dozens of inboxes many times using aliases and most of the time Gorgias was able to help.
Read full review
Cons
Freshworks Inc
  • Ticket templates and canned responses should be able to be used interchangeably. We frequently have the same response in both fields.
  • The spam filter can be a little too aggressive. We have had issues with tickets being accidentally marked as spam then filtering incorrectly for weeks at a time.
  • Freshdesk doesn't quite have the right integrations with our other providers (Vonage, and Avochato, to name a few).
Read full review
Gorgias
  • With that said, sometimes integrations would not work and we would have to create a Gmail alias.
  • Their response time was not that quick to errors.
  • They did not integrate with platforms such as whiplash or ship station which would have been very useful.
Read full review
Likelihood to Renew
Freshworks Inc
We are extremely happy with Freshdesk and can foresee using it for the next year. We might only consider using a different platform if our average daily ticket volume reaches four digits and its AI isn’t enough to handle our needs by then. While we haven’t tested this yet, we have read reviews that it’s AI capabilities are lacking
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Gorgias
No answers on this topic
Usability
Freshworks Inc
I gave it a rating of 9 out of 10 because they delivered on everything we asked them to do. Easy to setup, easy to deploy to end users, easy to customize, easy to enter tickets and so much more. Our experience with their support is top notch! After opening a ticket for support they call use back within 10 minutes every time!
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Gorgias
No answers on this topic
Reliability and Availability
Freshworks Inc
I have encountered a lot of errors in the Freshdesk, however, they tend to resolve it on priority or at least they will share the timeline by when this can be resolved. Most of the time the issue has been from the other partner's end. They take time to resolve their vendor issues and they don't have any timelines in case of developed app errors.
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Gorgias
No answers on this topic
Performance
Freshworks Inc
The reports take a lot of time to download if the time period is large. Also, the tickets take their sweet time to open and load. It is not fast as Zendesk. Only 30 tickets are visible in a single go and there isn't any option to select all. If we need to change the pages and dashboards it takes a lot of time to open.
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Gorgias
No answers on this topic
Support Rating
Freshworks Inc
The main thing about Freshdesk user service is that once a request has been made for information about a feature of the platform, the support team responds to tickets quickly, within a day of writing and submitting them, with information that is concise enough so that there is no need to ask for help on the same topic again.
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Gorgias
No answers on this topic
In-Person Training
Freshworks Inc
In-person training is provided to all the agents and it is very easy to learn the basics of the Freshdesk interface. Solving tickets via dashboards, replying to the guest queries in bulk via Freshdesk. The training which is a bit hard is creating the logic according to the ticket flow and intergeration.
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Gorgias
No answers on this topic
Online Training
Freshworks Inc
This tool is no doubt easy to learn but in-person training is a lot better than online training. It takes time to grasp things in the online training, however, in pandemic we have done all the training online. Apart from a bit more time we haven't faced any issues with online training.
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Gorgias
No answers on this topic
Implementation Rating
Freshworks Inc
Not applicable. I have never used a support desk system before and FreshDesk had already been implemented at my company before I joined. I am not involved in financial decisions and I have no opinion on buzzwords like "time to productivity" and "time to value"
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Gorgias
No answers on this topic
Alternatives Considered
Freshworks Inc
FreshDesk was the best combination of ease of use and price. While inexpensive, even the lowest tier offered more functionality than the other guys, and the learning curve is almost nonexistent so it's easy to add new agents and get them up to speed quickly instead of having them spend days getting use to the UI.
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Gorgias
We selected Gorgias from Zendesk based on its Shopify integration. Given how many stores we were managing the team needed to quickly find all of a customer's information in an email. We preferred it to Zendesk. However, now that I use intercom I have many more features such as surveys, topics, extensive reporting, auto tags, and series I prefer intercom for my work now
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Contract Terms and Pricing Model
Freshworks Inc
The pricing we had taken is on yearly basis but the subscription and billing frequency that we have is on monthly basis. I would not want to make any changes to it, it is a seamless process with all the contract terms and we both agreed on it. It should be as per the customer's need.
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Gorgias
No answers on this topic
Scalability
Freshworks Inc
The product they have developed is amazing. They have made different products for emails, tickets, chats & calls as well. It is flexible according to multiple departments. The finance team can use it, the Customer support team is using it, we can use it in call centres, emails etc. We can use these tickets internally as well to create child tickets and assign them to different departments for query resolution.
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Gorgias
No answers on this topic
Return on Investment
Freshworks Inc
  • Freshdesk is certainly better than nothing, or a simple shared inbox
  • Freshdesk is frustrating to incorporate social media with
  • Freshdesk excels at ticket management
  • Freshdesk needs to do more to bring it into alignment with business, rather than 'just' service desk needs.
Read full review
Gorgias
  • Scales for 25 inboxes to 40
  • Handled over 1000 tickets a day quickly with Shopify information easily available.
  • Quantified reports for our business partners based on tagging features.
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ScreenShots