Gorgias vs HelpScout
Side-by-side comparison of features, pricing, and ratings
At a glance
| Dimension | Gorgias | HelpScout |
|---|---|---|
| Pricing | Paid from $10/mo (Legacy), new plans start at contact sales (AI Agent costs $0.90-1.50/resolved conversation) | Freemium; Free plan (up to 25 tickets), Standard from $25/user/mo (includes AI Answers usage-based) |
| Best For | Shopify brands with 500+ monthly tickets wanting >50% AI automation and revenue attribution | Growing ecommerce/SaaS teams wanting a simple, affordable AI help desk with proactive messaging |
| AI Automation | AI Agent pre-trained on 1B+ ecommerce conversations, automates up to 60% of tickets, includes AI coaching and guardrails | AI Answers autonomously resolves 73% of interactions, AI drafts, summarization, and knowledge base builder |
| Shopify Integration | Native Shopify order management (view, cancel, discount, upsell), deep context, proactive triggers | Basic Shopify integration via app, no native order actions |
| Unified Inbox | Email, chat, SMS, WhatsApp, Instagram, Facebook, voice | Email, chat, social (via integrations), proactive messages |
| Latest News | No recent news | 2026 events: AI support adoption guide, AI Answers usage billing explained, tips from 1M+ resolutions |
For Shopify-focused ecommerce brands seeking deep order integration and high automation rates, Gorgias is the clear winner — its AI Agent is purpose-built for ecommerce and can upsell within conversations. Help Scout offers a more versatile, affordable AI help desk for teams that want simplicity, a free plan, and strong AI drafting tools, but lacks native Shopify order actions. Choose based on your platform and automation depth needs.
The ecommerce helpdesk with a built-in AI Agent that turns support into revenue.
Visit WebsiteHelp Scout: AI-powered customer support platform that resolves 73% of interactions on average, unifying email, chat, and social in one inbox.
Visit WebsiteWho should pick which
- Shopify brand with 500+ monthly tickets wanting >50% automationPick: Gorgias
Gorgias's AI Agent is pre-trained on ecommerce data, can automate up to 60% of tickets, and handles Shopify order actions natively, directly tying support to revenue.
- Growing ecommerce or SaaS team needing a simple, affordable AI help deskPick: HelpScout
Help Scout's free plan and flat user pricing with AI per-resolution billing make it accessible. Its AI drafts and knowledge base improve team efficiency without deep ecommerce requirements.
- Enterprise Shopify Plus brand during BFCMPick: Gorgias
Gorgias promises zero-downtime during surges, native order management, and proactive triggers, ideal for high-stakes holiday traffic.
- Non-ecommerce business (SaaS, B2B, services)Pick: HelpScout
Help Scout works across industries, offers multiple inboxes per department, and has no dependency on Shopify workflows.
- Budget-limited solo operator under 25 tickets/moPick: HelpScout
Help Scout's free plan covers basic needs, while Gorgias has no free tier and escalates in cost quickly.
Frequently Asked Questions
Gorgias vs HelpScout: which should you choose?
For Shopify-focused ecommerce brands seeking deep order integration and high automation rates, Gorgias is the clear winner — its AI Agent is purpose-built for ecommerce and can upsell within conversations. Help Scout offers a more versatile, affordable AI help desk for teams that want simplicity, a free plan, and strong AI drafting tools, but lacks native Shopify order actions. Choose based on your platform and automation depth needs.
Which platform has better Shopify integration?
Gorgias offers native Shopify order management (cancel, discount, upsell) directly in the inbox. Help Scout has a basic integration via app, limited to order lookup.
Can I automate more than 60% of tickets with Gorgias?
Gorgias claims up to 60% automation using its AI Agent pre-trained on ecommerce data. Help Scout claims AI Answers resolves 73% on average per its service level, but that includes partial resolutions.
Which one is more affordable for a small team?
Help Scout is more affordable with a free plan and user-based pricing from $25/user/mo. Gorgias has legacy plans from $10/mo but new plans require a sales call and per-resolution AI costs.
Do both support SMS and social channels?
Gorgias includes SMS, WhatsApp, Instagram, Facebook out-of-the-box. Help Scout integrates social via email forwarding or third-party integrations; native SMS is less direct.
Which is better for non-ecommerce businesses?
Help Scout is more versatile for SaaS, B2B, services, and healthcare. Gorgias is purpose-built for ecommerce with Shopify-centric workflows.
How does AI billing work?
Gorgias charges $0.90–$1.50 per resolved conversation. Help Scout charges per AI resolution on top of user subscription; details in their 2026 event on AI Answers usage.
Can I test before buying?
Help Scout has a free plan (up to 25 tickets, 2 users). Gorgias offers a demo; no public free tier.
Which has stronger AI coaching features?
Gorgias includes AI coaching with real-time agent tips. Help Scout focuses on AI drafting and summarization, not agent coaching.
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Last reviewed: May 12, 2026