GigaML vs Freshdesk: Choosing your AI customer support platform in 2025

Deciding between a dedicated AI platform like GigaML and an AI-enhanced helpdesk like Freshdesk? We'll break down the two and introduce a smarter third option.

Picking the right AI for your support team can feel like you're caught between two very different worlds. On one hand, you have powerful, specialized AI platforms that promise to build custom autonomous agents from scratch. On the other, you have the familiar all-in-one helpdesk that’s recently added some new AI features. It’s a classic head-scratcher.

This brings us to the heart of the GigaML vs Freshdesk debate. You’ve got Giga, an enterprise-level, AI-first platform built specifically for complex, high-volume support automation. And then you have Freshdesk, the well-known, user-friendly helpdesk that millions of teams already use, now equipped with its own AI toolkit.

This isn’t just about comparing a checklist of features. It’s about two completely different philosophies on customer service automation. This guide will walk you through their core functions, features, pricing, and setup to help you decide which route makes the most sense for your team.

What is GigaML?

GigaML is an AI-native platform with one main goal: to let you create highly customized, autonomous support agents. Think of it as a factory for building digital employees who can handle complicated conversational workflows, especially over the phone and via chat.

Its main appeal lies in deep customization and control. The platform gives you an "Agent Canvas" for visually building an agent's logic, "Smart Insights" to analyze performance, and a "Natural Voice Experience" that aims for surprisingly human-like phone calls.

This level of detail means GigaML is aimed at huge enterprises, like their flagship customer DoorDash, that need to solve very specific, complex support issues and have the technical folks on hand to manage a custom, high-touch setup.

What is Freshdesk?

Freshdesk is a name most people in customer service know. It’s a traditional, all-in-one helpdesk that gives teams a single place to manage customer conversations from pretty much anywhere, be it email, chat, or social media.

Its strengths have always been its omnichannel ticketing system, a simple knowledge base builder, and decent reporting. To keep up, Freshdesk rolled out its own native AI, "Freddy AI." Freddy works as a set of features inside the helpdesk. It's designed to help human agents by automating routine tasks, suggesting replies, and powering simple, rule-based chatbots.

Freshdesk is for businesses of all sizes that want a comprehensive, easy-to-use helpdesk and are looking to try out AI without a massive project. You can also boost its capabilities by connecting a more powerful AI layer, like the eesel AI Freshdesk integration.

Core GigaML vs Freshdesk differences: AI platform vs AI-enhanced helpdesk

The choice between GigaML and Freshdesk is really a question of strategy. Are you trying to build a new, separate AI workforce, or do you want to make your current human team more efficient?

GigaML's specialist AI agent approach

GigaML is all about building an autonomous workforce. Its agents are designed to handle entire conversations from start to finish, acting almost independently of your human team.

But all that power comes with a pretty big catch: complexity. Getting GigaML up and running isn't a weekend project. It often demands a "rip and replace" mindset where it becomes a new, central piece of your support stack. At a minimum, you’re looking at a long, sales-led implementation that will probably involve your developers and data scientists. It's not a tool you can just sign up for and test out in an afternoon.

Freshdesk's integrated assistant approach

Freshdesk takes the opposite tack. Its AI is there to help your existing human team, not replace it. The features live inside the helpdesk environment your agents already know, helping them close tickets faster and automate the boring stuff.

While that's convenient, the AI's smarts are stuck inside the Freshdesk ecosystem. It can't easily learn from information that lives elsewhere, like in your internal Confluence wiki or shared Google Docs. The automation rules, while helpful, can feel a bit rigid when you're trying to solve anything beyond the most frequent questions.

A third way beyond GigaML vs Freshdesk: The flexible AI layer

This is where a tool like eesel AI comes in. It acts as a bridge between these two worlds, giving you the power of a specialized AI agent without forcing you to ditch the helpdesk you already use and like.

With eesel AI, you can plug a powerful, autonomous agent directly into Freshdesk. It learns from all your existing knowledge, whether that's past tickets, help center articles, or documents scattered across your company. The best part? You can get it set up and running simulations in minutes, not months.

A workflow diagram that contrasts a basic helpdesk with a true automation platform like eesel AI.

Feature comparison: GigaML vs Freshdesk

Let's put them side-by-side and see how they really compare on the features that matter.

Feature	GigaML	Freshdesk
Primary Function	Autonomous AI Agent Platform	All-in-One Helpdesk
AI Customization	High (Full control via Agent Canvas)	Medium (Pre-built bots & workflows)
Setup & Onboarding	High-touch, sales-led, months	Self-serve for core, configuration needed for AI
Knowledge Sources	Transcripts, uploaded documents	Primarily Freshdesk knowledge base & tickets
Key Use Case	Complex, voice-first automation	Ticketing efficiency & agent assistance
Voice Support	Advanced, core feature	Basic, often requires telephony integrations

Where GigaML excels: Unmatched complexity and voice

GigaML's biggest strength is handling tricky, multi-turn voice conversations. If your support is mostly phone-based and involves complex logic (think insurance claims or changing travel bookings), GigaML’s Agent Canvas gives you the fine-grained control to build an agent that can handle it. This is for the enterprise with unique workflows and the budget to match.

Where Freshdesk excels: Simplicity and unification

Freshdesk's advantage is its all-in-one design. Your ticketing, knowledge base, and basic AI features all live under one roof. For teams that want a single solution that just works out of the box, it's a solid choice. The setup is simple, and your agents don't have to learn a new tool to get a bit of AI assistance.

The eesel AI advantage: Power meets practicality

eesel AI offers a compelling alternative. It delivers a fully customizable workflow engine that’s powerful enough for complex tasks but comes in a refreshingly self-serve package.

• You're in the driver's seat: You don't need a developer to define your AI's personality and actions. The visual prompt editor lets you control the tone of voice and connect AI Actions to look up order information or update ticket fields in real time.

• Give your AI a complete brain: Why limit your AI to just one source of truth? eesel AI connects to your helpdesk, but it also pulls knowledge from Confluence, Google Docs, Notion, and over 100 other sources. This gives your agent a complete picture, not just a partial one.

A screenshot of the customization and action workflow screen in eesel AI, a key advantage in the GigaML vs Freshdesk debate.

Pricing and setup: GigaML vs Freshdesk

For most teams, the decision boils down to budget and how quickly you can see results. This is where the differences between GigaML and Freshdesk become crystal clear.

GigaML's pricing: The enterprise "contact us" model

GigaML doesn't have a public pricing page. The only way to find out what it costs is to click the "Talk to us" button and get on the phone with their sales team.

This tells you a couple of things. First, it's going to be expensive. Hiding the price is a classic sign of a high, five-or-six-figure deal. Second, it means you're in for a long sales cycle. You can't just try it out; you have to put in a lot of time with demos and calls just to see if it's a fit. This model is built for large enterprises with dedicated procurement teams and big budgets.

Freshdesk's pricing: Transparent, tiered pricing

Freshdesk offers clear, public pricing for its Support Desk product, which makes it easy to get started. Here are their plans as of late 2024:

• Free: Up to 10 agents, includes basic ticketing and a knowledge base.

• Growth: $15 per agent/month (billed annually), adds automation and collision detection.

• Pro: $49 per agent/month (billed annually), adds custom roles and round-robin routing.

• Enterprise: $79 per agent/month (billed annually), adds skill-based routing and a sandbox environment.

It’s worth noting that many of the advanced Freddy AI features are sold as paid add-ons. This means that while it's easy to start, the total cost can climb as you add agents and turn on more AI capabilities, which can sometimes lead to budget surprises down the road.

eesel AI's pricing: Predictable pricing, no surprises

eesel AI’s transparent pricing is a breath of fresh air. Plans are based on the features and capacity you need, and you’ll never see per-resolution fees that penalize you for being busy.

The Business Plan, for example, is $639 per month (billed annually) and includes unlimited bots, the ability to train on past tickets, and custom AI Actions to connect to your other systems. This transparency lets you actually forecast your budget accurately.

A visual of the eesel AI pricing page, which contrasts with the opaque models in the GigaML vs Freshdesk comparison.

Even better, eesel AI offers a powerful simulation mode. It's a unique feature that lets you test your AI setup on thousands of your historical tickets in a safe environment. You can see exactly how it would have performed and get a real forecast on resolution rates and cost savings before you go live or even commit to a paid plan.

The eesel AI simulation feature provides a safe testing environment, a clear advantage when considering GigaML vs Freshdesk.

The third option beyond GigaML vs Freshdesk: A flexible AI layer for your existing tools

So, what's the verdict? The GigaML vs Freshdesk debate presents a common dilemma. GigaML is incredibly powerful, but it's also a black box when it comes to complexity and cost. Freshdesk is simple and familiar, but its built-in AI can feel a bit limited.

eesel AI solves this by giving you a third option. It’s an intelligent AI layer that plugs directly into the helpdesk you already use, whether that’s Freshdesk, Zendesk, or Intercom.

• Go live in minutes: A one-click integration means you can have an AI agent running simulations on your actual ticket data the same day you sign up.

• Unify all knowledge: Connect your AI to the tools your team actually uses, like Slack and Notion, to give it the context it needs to provide smart, accurate answers.

• Test with confidence: Use the simulation engine to prove the value of automation and build trust with your team before a single customer ever talks to your AI.

GigaML vs Freshdesk: Making the right choice for your team

Ultimately, the right tool depends on your team's needs, resources, and long-term goals.

• GigaML is for: Massive enterprises with dedicated developer teams who need to build a custom, voice-focused AI agent from the ground up, no matter the cost or time investment.

• Freshdesk is for: Teams who want a solid, all-in-one helpdesk and are happy with the built-in AI tools for basic agent assistance and simple automation.

• eesel AI is for: Smart, efficient teams who like their current helpdesk but want to add a layer of powerful, customizable, and easy-to-use AI automation on top of it.

Ready to see how a flexible AI layer can transform your support without the headache? Try eesel AI for free and run your first simulation in minutes.