Freshdesk Freddy AI vs Gorgias
A detailed comparison to help you choose between Freshdesk Freddy AI and Gorgias.
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Verdict: Gorgias wins
Gorgias scores 4.0/5, edging out Freshdesk Freddy AI at 3.9/5. Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing.
Freshdesk Freddy AI AI for smarter customer support | Gorgias AI helpdesk built for e-commerce | |
|---|---|---|
| Rating | 3.9 (1 review) | 4.0 (1 review) |
| Pricing Model | freemium | paid |
| Starting Price | Free tier available | From $10/mo |
| Best For | Small and midsize support teams already on or considering Freshdesk that want an autonomous AI agent plus agent assist at a low entry cost. | Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing. |
| Free Tier | ||
| API Access | ||
| Team Features | ||
| Open Source | ||
| Tags | free tierteam features | team features |
| Visit Freshdesk Freddy AI → | Visit Gorgias → |
Freshdesk Freddy AI
Pros
- + Free plan for up to two agents includes ticketing, knowledge base and Freddy AI Agent sessions
- + AI sessions cost $100 per 1,000 after the first 500 included, about $0.10 a session at time of writing
- + Copilot summaries of long threads were accurate in nearly every test I ran
- + Sentiment-based prioritisation sensibly reordered my test queue
- + One product covers customer-facing bot, agent assist and leader analytics, from a public company founded in 2010
Cons
- - Requires Freshdesk; no cross-platform deployment
- - Freddy AI Copilot costs $29/agent/month on top of seats unless you buy the $78 Pro bundle
- - The 500 included AI sessions are a one-time allowance, not monthly
- - Vendor automation claims of 84-86% of queries are marketing figures I could not reproduce
- - Freshdesk prices moved during 2026 ($15/$49/$79 now vs $19/$55/$89 in older guides), so quotes disagree
Gorgias
Pros
- + Order history, tracking and refunds sit inside the ticket; I acted on Shopify orders without leaving the inbox in my test
- + Unlimited user seats on every plan above Starter, so seasonal staff do not inflate the bill
- + AI Agent is billed per resolved interaction ($0.90 on most plans) and only charges what it closed alone
- + Revenue statistics attribute sales to support conversations, with attribution events firing correctly in my sandbox
- + Shopify-backed ecosystem: Shopify is an investor and the integration depth reflects it
Cons
- - Ecommerce-only data model; poor fit outside online retail
- - Automated replies count as billable tickets, so the helpdesk meter rises with automation
- - Two separate meters (helpdesk tickets + AI interactions) with overage on both during peaks
- - Gorgias's own pages disagree on included AI interaction counts (30 vs 90-2,500 depending on plan)
- - Policy-edge tickets (out-of-window returns in my test) always hand off to humans rather than resolving
Frequently Asked Questions
Which is better, Freshdesk Freddy AI or Gorgias?▼
Gorgias scores higher at 4.0/5 vs 3.9/5 for Freshdesk Freddy AI, making it the better-rated option in our comparison.
What is the difference between Freshdesk Freddy AI and Gorgias?▼
Freshdesk Freddy AI: Freddy AI is the assistant in Freshworks' Freshdesk, answering customer queries autonomously and helping agents draft replies. Gorgias: Gorgias is a helpdesk built for online stores that brings email, chat, social and SMS into one inbox, with AI agents answering common shopper questions. It plugs into Shopify and other ecommerce platforms.
Is Freshdesk Freddy AI or Gorgias more affordable?▼
Freshdesk Freddy AI starts at €0/mo, Gorgias starts at €10/mo. Check the comparison table above for current pricing.
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