# Freshdesk vs Gorgias for help desk software

Freshdesk and Gorgias are closely matched for core workflows. Both support email ticketing, shared inbox, knowledge base, customer portal, and slas. Gorgias has confirmed API access, gdpr compliance, live chat, and phone support.

## Key decision points

- Gorgias has confirmed API access; API access is not yet confirmed for Freshdesk.
- Gorgias has confirmed gdpr compliance; gdpr compliance is not yet confirmed for Freshdesk.
- Gorgias has confirmed live chat; live chat is not yet confirmed for Freshdesk.
- Gorgias has confirmed phone support; phone support is not yet confirmed for Freshdesk.

## Choose Gorgias if…

- Choose Gorgias if confirmed API access matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Gorgias if confirmed gdpr compliance matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Gorgias if confirmed live chat matters to you; this detail is not yet confirmed for Freshdesk.
- Choose Gorgias if confirmed phone support matters to you; this detail is not yet confirmed for Freshdesk.

## Features

| Feature | Freshdesk | Gorgias |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Live chat | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Phone support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) |
| WhatsApp support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Social media support | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| AI replies | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/ai-agent/support-skills)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/pricing/)) | Not confirmed |

## Integrations

| Feature | Freshdesk | Gorgias |
| --- | --- | --- |
| Shopify integration | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |

## Technical

| Feature | Freshdesk | Gorgias |
| --- | --- | --- |
| API | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |

## Platforms

| Feature | Freshdesk | Gorgias |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.freshworks.com/freshdesk/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/legal/terms-of-service)) |

## Security and compliance

| Feature | Freshdesk | Gorgias |
| --- | --- | --- |
| GDPR compliance | Not confirmed | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |

## Evidence

- **Freshdesk — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticketing Handle customer escalations with our award-winning ticketing system that enables intelligent prioritization, assignment, and tracking of tickets. ✓ ✓ ✓”
- **Gorgias — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Freshdesk — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Shared inbox Boost team collaboration and simplify communications with a shared inbox for your support team to collaborate and respond to incoming emails. ✓ ✓ ✓”
- **Gorgias — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “One unified inbox across every channel”
- **Gorgias — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Gorgias — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “Support by phone, from your Helpdesk”
- **Gorgias — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Gorgias — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Freshdesk — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Knowledge base Create knowledge base articles to help your customers find answers to their inquiries independently. ✓ ✓ ✓”
- **Gorgias — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Freshdesk — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Customer portal Create a place for customers to submit tickets and self-serve information, powered by a robust knowledge base. ✓ ✓ ✓”
- **Gorgias — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Freshdesk — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multiple SLA policies Create multiple SLA policies to accomodate the expectations of different kind of customers and different agent shifts, products etc. ✓ ✓”
- **Gorgias — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “SLA”
- **Freshdesk — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket dispatch Categorize, prioritze, and route tickets to the rights teams by creating your own business rules. ✓ ✓ ✓”
- **Gorgias — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Route, assign, and manage tickets across your team”
- **Freshdesk — Automation:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Automations Save time and effort by automating repetitive and important tasks like follow-ups, escalations, and other tasks. ✓ ✓ ✓”
- **Gorgias — Automation:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Automate 60% of support”
- **Freshdesk — Macros:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Ticket templates Create templates with pre-filled information like subject, description and ticket properties and use them to quickly create tickets and/or send emails. ✓ ✓”
- **Freshdesk — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Email AI Agent * Email AI Agent that engages in back-and-forth replies, responds with the right resolution, and captures feedback. ✓ ✓ ✓”
- **Gorgias — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “AI Agent trained on your brand”
- **Freshdesk — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Summarization assistant * Catch up on long conversations in seconds with contextual summaries to respond with confidence. ✓ ✓”
- **Gorgias — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “AI-Summaries | Get instant call and voicemail transcripts and summaries”
- **Freshdesk — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “95%+ CSAT Understand what drives customer service performance with AI Insights that spot trends and uncover root causes.”
- **Gorgias — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/ai-agent/support-skills. Evidence: “drive your CSAT scores up”
- **Freshdesk — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Advanced custom fields Collect customer information unique to your business by creating custom fields for these details. ✓ ✓”
- **Freshdesk — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/pricing/. Evidence: “Multilingual Help Desk Configure your helpdesk to work in multiple languages, so you can provide support in the languages your customers and agents speak. ✓ ✓”
- **Gorgias — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Native Shopify integration”
- **Gorgias — API:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “API rate limit 2 req/s”
- **Freshdesk — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.freshworks.com/freshdesk/. Evidence: “Mobile Apps”
- **Gorgias — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/legal/terms-of-service. Evidence: “Mobile Apps”
- **Gorgias — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “GDPR / CCPA compliance”