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 Freshworks documents integrations across its own suite and tools such as Salesforce, HubSpot, Slack, Jira and Shopify.

Limitations

• –AI Agent is billed by session, 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.
• ✓Four helpdesk tiers are publicly priced from a $10/month Starter plan, plans scale by ticket volume rather than per agent with 500 user seats above Starter, and AI Agent is billed only on conversations it 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 per resolved conversation, at $0.90 on most plans and $1 on Starter, on top of the helpdesk plan fee and ticket fee, and the pricing cards list $1.50 per automated interaction past a plan's allowance.
• –Ticket allowances are set per plan, so seasonal peaks such as Black Friday can add $0.36 to $0.40 per extra ticket.
• –Designed for ecommerce: AI Agent's actions run against store platforms such as Shopify, with apps such as Loop Returns, Yotpo and Recharge as preferred integrations.