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June 6, 2024
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Freshservice vs Gorgias


When selecting a ticketing tool for your organization, it's crucial to understand the features, functionalities, and overall benefit each option offers. Today, we compare two prominent tools in this space: Freshservice and Gorgias. 

Freshservice is an IT service desk and ITSM solution designed using ITIL best practices that enable organizations to focus on exceptional service delivery. On the other hand, Gorgias is a helpdesk designed for e-commerce stores, allowing businesses to provide multichannel customer service from a single app and gain productivity with automated responses to common requests.

By investigating these tools' similarities, differences, pros, cons, and unique features, you can gain clarity on which might be the best fit for your needs.

Freshservice Overview

Freshservice is a comprehensive IT service desk software built to support ITIL best practices. It caters to organizations looking to streamline their IT operations and enhance service delivery efficiency. 

Key Features

  • Incident Management: Efficiently capture, track, manage, and resolve incidents.
  • Service Request Management: Automate service requests with predefined workflows.
  • Problem Management: Identify root causes and reduce repeat incidents.
  • Change Management: Plan, approve, and implement IT changes with minimal disruption.
  • Asset Management: Manage hardware, software, and contracts in one place.
  • Knowledge Base: Create, share, and manage knowledge articles.
  • Self-service Portal: Enable users to resolve their own issues with a user-friendly portal.
  • Reporting and Analytics: Gain insights with customizable reports and dashboards.
  • Service Catalog: Offer a catalog of services to users for easily making requests.

Gorgias Overview

Gorgias is a specialized helpdesk designed specifically for e-commerce businesses. It integrates various customer support channels into one platform, streamlining customer service and improving response times.

Key Features

  • Multichannel Support: Manage customer interactions from email, social media, phone, live chat, and more from a single dashboard.
  • Automation: Automate responses to common questions to boost efficiency.
  • Macros and Templates: Use pre-made templates and macros to respond to tickets faster.
  • Integration with E-commerce Platforms: Seamless integration with Shopify, Magento, and other leading e-commerce platforms.
  • Analytics and Reporting: Gain insights into team performance and customer satisfaction.
  • Customer History Tracking: View complete customer interaction histories for context-driven support.
  • Customizable Dashboards: Create dashboards tailored to specific business needs.
  • Live Chat: Provide real-time support to website visitors.


Both Freshservice and Gorgias are robust ticketing tools designed to enhance service delivery and streamline operations. Here are some key similarities:

  • Incident Management: Both tools allow for efficient tracking and management of customer queries and incidents.
  • Automation: Each tool offers automation features to handle repetitive tasks and improve efficiency.
  • Knowledge Base: Both Freshservice and Gorgias provide a knowledge base for users to find solutions independently.
  • Multichannel Support: Gorgias and Freshservice support integrations with various communication channels, including email and chat.
  • Reporting and Analytics: Both platforms provide insights into team performance and service metrics.


While there are similarities between Freshservice and Gorgias, their primary focus areas and features may differ:

  • Target Audience: Freshservice is tailored for IT service management, employing ITIL best practices, whereas Gorgias is designed specifically for e-commerce businesses.
  • Service Catalog: Freshservice offers a sophisticated service catalog feature, whereas Gorgias focuses more on customer interaction channels.
  • Problem and Change Management: Freshservice includes problem management and change management modules, which Gorgias lacks.
  • E-commerce Integration: Gorgias integrates seamlessly with e-commerce platforms like Shopify and Magento, which is not a primary focus for Freshservice.
  • Asset Management: Freshservice includes comprehensive asset management capabilities, which are not present in Gorgias.

Pros and Cons



  • ITIL-aligned processes and capabilities.
  • Comprehensive ITSM functionality.
  • Advanced incident, problem, and change management features.
  • Strong asset management system.
  • User-friendly self-service portal.


  • May be overkill for non-IT organizations.
  • Can be complex to set up and configure.
  • Higher cost compared to some other ticketing tools.
  • Limited focus on non-IT customer support channels.



  • Tailored specifically for e-commerce businesses.
  • Excellent multichannel support integration.
  • Robust automation for common queries.
  • Seamless integration with major e-commerce platforms.
  • User-friendly and simple setup.


  • Not suitable for IT service management.
  • Lacks advanced ITIL-aligned features like problem and change management.
  • Limited asset management capabilities.
  • May not scale well for non-e-commerce businesses.

Use Cases

Ideal scenarios for Freshservice:

  • IT Departments: Organizations needing a robust IT service desk solution aligned with ITIL best practices.
  • Mid to Large Enterprises: Companies looking for comprehensive asset management, change management, and problem management.
  • Service-centric organizations: Teams focused on delivering exceptional internal and external IT support.

Ideal scenarios for Gorgias:

  • E-commerce Businesses: Stores needing centralized management of customer service inquiries across various channels.
  • Small to Mid-sized Online Retailers: Companies looking to automate common customer service queries to improve efficiency.
  • Businesses requiring seamless platform integration: Organizations utilizing Shopify, Magento, and other e-commerce platforms.


Comparing Freshservice and Gorgias reveals distinct strengths and ideal usage scenarios for each tool. Freshservice excels in IT service management, offering comprehensive ITIL-aligned processes, including incident, problem, change, and asset management. This makes it an excellent choice for IT departments and service-centric organizations.

On the other hand, Gorgias is designed specifically for e-commerce businesses, providing robust multichannel support and automation to handle customer inquiries efficiently. It's best suited for online retail stores and businesses requiring seamless integration with e-commerce platforms.

Ultimately, the choice between Freshservice and Gorgias depends on your organization's primary needs. If you require a full-fledged ITSM solution with advanced management capabilities, Freshservice is the way to go. However, if your focus is on enhancing e-commerce customer service with streamlined multichannel support, Gorgias is the better fit.

Key takeaways 🔑🥡🍕

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