Comparison
A Freshdesk alternative for Shopify stores: Gatwyn and Freshdesk compared
How Gatwyn and Freshdesk differ on price, WhatsApp, Shopify orders and AI, and when Freshdesk is the better choice.
Updated 14 October 2026 · 4 min read
The short answer
Freshdesk, by Freshworks, is a widely used helpdesk for companies of every sector, with an AI agent called Freddy, advanced routing and many integrations. Its email-first version is Freshdesk; the version with chat and messaging channels such as WhatsApp is Freshdesk Omni. Gatwyn is new and in free beta, and is built only for Shopify stores whose customers write on WhatsApp, Instagram and email.
Both are priced per agent, so the question is what each plan includes and how much a small shop needs.
Side by side
What Freshdesk offers comes from Freshworks' own pricing pages, checked on the date at the top of this page. Prices are shown in US dollars on freshworks.com; features and prices change, so check them at the source before deciding.
| Gatwyn | Freshdesk | |
|---|---|---|
| How the price works | Per agent, in euros | Per agent, plus AI sessions and add-ons |
| First plan with WhatsApp | Starter, €15 per agent per month billed annually | Freshdesk Omni Growth, $29 per agent per month billed annually |
| Shopify orders next to the conversation | Built in, on the Scale plan | Through an app from the Freshworks Marketplace |
| AI | Pilot drafts replies or, where you allow it, answers on its own from your articles: in free beta | Freddy AI Agent: 500 sessions included, then $49 per 100 sessions |
| Built for | Small Shopify teams | Support teams of any size and sector |
| Maturity | New, in free beta | Established, with many integrations |
How the prices compare
Freshdesk's email-first plans start at $19 per agent per month billed annually. For WhatsApp and the other messaging channels you need Freshdesk Omni, from $29 per agent per month billed annually, with Pro at $79. Its AI agent includes 500 sessions; after that, sessions are sold in packs of 100 for $49, and Freddy AI Copilot is a $29 per agent add-on on the higher plans.
Gatwyn's Starter plan, at €15 per agent per month billed annually, includes WhatsApp and email in one shared inbox. Pilot comes with Grow at €35, and Scale at €69 adds the customer's Shopify orders beside every conversation and Pulse reports. WhatsApp conversation fees are set by Meta in both cases.
When Freshdesk is the better choice
We would point you to Freshdesk if:
- you also run IT or internal support and want one vendor for everything;
- your team is large and needs skills-based routing, SLA policies and custom dashboards;
- you want an AI agent and copilot with a long track record at high volumes;
- you sell outside Shopify too, or need integrations Gatwyn does not have.
When Gatwyn may fit better
Gatwyn is worth a look if:
- you sell on Shopify and most customers write on WhatsApp and Instagram;
- you want WhatsApp in the first plan and the Shopify order built in, not added through an app;
- you want a tool that is simple to set up rather than a platform to configure;
- you are happy to use a product in beta, free while the beta lasts, and tell us what to improve.
Sources
Freshdesk pricing: freshworks.com/freshdesk/pricing. Freshdesk Omni pricing: freshworks.com/freshdesk/omni/pricing. Both checked on 14 October 2026. Freshdesk and Freshworks are trademarks of their owner; Gatwyn is not affiliated with them.