Freshdesk vs Gorgias 2024 (Which is Better Customer Service Software?)

While Freshdesk and Gorgias are both great customer service tools, they do have some key differences. In this comparison article, we’re going to dive into the features, pricing, and customer satisfaction of each software to help you to make the decision.

Which One is Better, Freshdesk or Gorgias?

The help desk software market is growing more competitive by the day. Two popular options are Gorgias and Freshdesk. Both have their pros and cons, but which one is better for your business? Here are our three use cases to see which one is better.

Freshdesk vs Gorgias Pros and Cons

Both Gorgias and Freshdesk have their pros and cons, but one may be a better fit for your company depending on your needs. In this section, we will compare and contrast the pros and cons of both platforms to help you make the best decision for your business.

Freshdesk Pros & Cons

Gorgias Pros & Cons

Freshdesk vs Gorgias Price Comparison

Let’s take a look at these two’s pricing plans to see which one offers better pricing.

Freshdesk Pricing Plans

Freshdesk’s pricing comes in four tiers: Free, Growth, Pro, and Enterprise. The Free plan includes integrated ticketing across email and social channels, a knowledge base, reporting capabilities, and more. The Growth plan adds automation and access to over 1000 marketplace apps for $18 per user per month. The Pro plan includes multiple product support and custom roles for $59 per user per month. The Enterprise plan is for heavy-users.

Free — $0 per user per month

• Integrated ticketing across email and social
• Ticket Dispatch
• Knowledge Base
• Ticket Trend Report
• Out-of-the-box analytics and reporting

Growth — $18 per user per month

• Automation
• 1000+ marketplace apps
• SLA management & business hours
• Custom Email Server
• Custom SSL

Pro — $59 per user per month

• Multiple products
• Includes up to 5000 Collaborators
• Round-robin routing
• Custom Roles
• Custom Reports and Dashboards

Enterprise — $95 per user per month

Everything in Pro

• Assist bot
• Email bot
• Knowledge base approval workflow
• Auto-triage
• AI-powered social signals

Gorgias Pricing Plans

Gorgias’ pricing comes in four tiers: Starter, Basic, Pro, and Pro Plus. The Starter plan offers 50 billable tickets per month for $10, with 3 user seats and support for 2 social media channels. Both Shopify and Shopify Plus are supported in this plan. As you move up the tier levels, you gain access to more billable tickets, unlimited user seats, additional social media channels, and integrations with platforms like BigCommerce and Magento. The top tier Advanced plan also includes a dedicated Success Manager.

Starter — $10 per month

• 50 billable tickets per month
• 3 user seats
• 2 social media channels
• Shopify / Shopify Plus
• Live chat

Basic — $60 per month

• 300 billable tickets per month
• Unlimited user seats
• 2 social media channels
• 150 active integrations
• BigCommerce

Pro — $360 per month

• 2,000 billable tickets per month
• Unlimited user seats
• 2 social media channels
• Support & revenue reporting
• Magento

Advanced — $900 per month

• 5,000 billable tickets per month
• Unlimited user seats
• 3 social media channels
• Dedicated Success Manager

Freshdesk vs Gorgias Features Comparison

While these tools share some similarities, there are also some key differences. In this section, we will compare these two software programs’ features and help you decide which one is right for you.

Freshdesk Features

Freshdesk provides a number of features to improve customer service collaboration and automate tedious tasks. These features include ticket prioritization, self-service answer bots, and team task division. The software also offers analytics to help understand customer behavior and trends. In addition, the platform is secure with SSL certification enabled by default.

Ticketing

Email gets the job done, but Freshdesk’s ticketing system is designed to do more than that; it’s created for team collaboration and agent productivity. This means you can prioritize every ticket based on the keywords mentioned. Freshdesk’s Freddy AI software is integrated with ticketing, so you can eliminate boring, repetitive tasks and save time for your agents.

Self-service

Answer bots find the best answer from your knowledge base content and deliver it to customers in real-time, 24/7. These advanced features help you focus on bigger projects by taking care of small customer issues automatically. Web widgets allow live chat with a human agent on your website for more complex inquiries.

Collaboration

Freshdesk provides various features for improved collaboration among customer service teams, helping to deliver positive experiences for customers. For example, agents can easily include teammates in ticket discussions as needed, and team members can see tickets that another team is currently working on. In addition, Freshdesk allows teams to divide tasks and work on them simultaneously.

Automations

It would be amazing to come into work every day to find that all new customer inquiries have been neatly prioritized, organized, and assigned to the right agents. You wouldn’t have any

to-do lists because tedious tasks like following up with people are automated! All you and your team would need to focus on is crafting great responses for your customers.

Analytics

Use Freshdesk’s pre-made reports for quick insights to save time and effort. With a large number of useful reports, you can avoid having to do everything manually. Also, with the added ability to visualize data within the product, you can easily comprehend a lot of information and present it in a way that is efficient and digestible for those who need to see it.

Secure Help Desk

Keep your communication safe and secure with web browser-to-web server encryption. With a Freshdesk account, you get an SSL certificate enabled by default. Within 72 hours, you can have your own support domain or vanity URL up and running too. Plus, add multiple portals to your Freshdesk account–all with authenticated SSL certification.

Gorgias Features

Ticketing system

With Gorgias, order information from Shopify is easily accessible so your agents don’t have to waste time searching for it. This allows them to quickly refund an order or apply a discount if needed.

Social media comment management

To make things more convenient for your support team, Gorgias integrates directly with Facebook, Instagram and Twitter. In this way, they can swiftly answer any questions that come up (and automate what doesn’t need immediate attention.)

Live Chat

Add a fast-loading chat widget to your storefront that allows you to talk to customers directly, and solve their questions before they become email tickets. Don’t wait for shoppers to ask a question; set up a chat campaign that automatically messages them first, and offers proactive support or encourages sales. If follow-up questions arise, your team of agents will be ready!

Voice

By using Gorgias’ platform, shoppers will have the option to call your customer service team while allowing your agents to work from one application. When customers call your store, we’ll automatically display their ecommerce history as well as past conversations and related data from any apps you’ve integrated. This way, instead of needing to spend time confirming details,

your agents can focus on resolving the issue at hand.

SMS

Gorgias SMS is the best way to offer text message support for an uninterrupted conversation with customers. With Gorgias, SMS will never be far away when they have a question, so they can go about their day while your agents save the day.

People’s Choice: Freshdesk vs Gorgias

One key aspect when comparing these two services is to compare how other customers rate them. Both of the software has multiple trusted reviews so it’s easy to compare which one is better.

Freshdesk Reviews

Freshdesk has an average of 4.4-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Gorgias Reviews

Gorgias has an average of 4.6-star 3rd party reviews (in legit sites like G2 and Capterra). Other customers seem to love it and consider it as a great option for their customer service software needs.

Top 10 Customer Support Software

Now it should be clear which platform is better for your needs. In case you’re still not happy with either of them, take a look at this list of the top 10 customer support software that has similar features.

Freshdesk vs Gorgias Wrap

Choosing the right help desk software can be tricky. There are a lot of factors to consider, and each product has its own unique set of features. In this article, we’ve compared two popular help desk software on the market: Gorgias and Freshdesk. We’ve looked at both products from a variety of angles, including price, customer support, features, and more.

So, which one is the best? Well, that depends on your needs and budget. Ultimately, it comes down to what works best for you.