Freshdesk Freddy AI vs Gorgias (2026)

Freshdesk Freddy AI

by Freshworks

Gorgias

by Gorgias

Pros

• ✓All three tiers include a one-time 500-session allowance for Freddy AI Agent, so autonomous resolution can be evaluated on real customer conversations before buying session packs at $49 per 100.
• ✓Freshdesk publishes a first-party MCP server with documented setup for Claude Code, Claude Desktop, Cursor, Microsoft Copilot Studio and Visual Studio Code, letting AI tools read and act on Freshdesk data through 37 tools such as creating tickets.
• ✓Pricing is fully public and self-serve on every tier in USD, with both annual and month-to-month rates published and 60 vendor-verified integrations across the Freshworks suite and third-party tools.

Limitations

• ⚠Session billing charges for every interaction including failed resolutions, so a team running 2,000 paid sessions a month spends $980 on top of seats, and the 500 included sessions are a one-time allowance rather than a monthly one.
• ⚠Freddy AI Copilot is a separate add-on at $29 per agent per month and is not available on the $19 Growth tier, and multilingual helpdesk starts at Pro, so the entry price buys less AI than the marketing implies.
• ⚠Customer data is used for AI model training by default and opting out requires emailing support, and Freshworks states it cannot guarantee data a customer considers proprietary or sensitive will be excluded from AI training.

Pros

• ✓Native Shopify actions let AI Agent process refunds, edit orders, update addresses, and generate discount codes autonomously mid-conversation, without handing the customer to a human agent.
• ✓Helpdesk plans are priced by ticket volume rather than per agent, with 500 user seats on every tier above Starter, so support headcount can grow without changing the plan.
• ✓Fully public pricing across every helpdesk tier, with a $10/month Starter plan and an AI Agent add-on billed only on conversations the AI fully resolves.
• ✓The MCP server is included in any paid plan at no extra cost and does not require the AI Agent add-on, so a helpdesk-only team can query its own tickets and analytics from Claude, ChatGPT or Cursor.

Limitations

• ⚠AI Agent is billed separately from the helpdesk plan at $0.90 per resolved conversation on most plans and $1 on Starter, so total monthly cost is the plan fee plus resolution fees.
• ⚠Ticket-based pricing rises with seasonal volume. A Black Friday spike can push teams over the plan limit, where extra tickets cost $0.36 to $0.40 each on top of AI Agent fees, and automated interactions beyond the allowance are charged at $1.50 each.
• ⚠Built around ecommerce data. AI Agent's actions run against store platforms such as Shopify, and the preferred integrations are ecommerce apps such as Loop Returns, Yotpo and Recharge.