Gorgias vs HelpScout
Side-by-side comparison of features, pricing, and ratings
At a glance
| Dimension | Gorgias | HelpScout |
|---|---|---|
| Best for | E-commerce support teams, especially Shopify stores, DTC brands scaling support, and customer experience teams focused on revenue. | Growing SaaS teams, small businesses scaling support, B2B companies with complex accounts, and teams valuing personal support. |
| Pricing | Starts at $10/mo for 50 tickets and 3 agents; Basic at $60/mo for 300 tickets; Pro at $360/mo for 2000 tickets. | Starts at $20/user/mo for 2 mailboxes (email and chat); Plus at $40/user/mo; Pro at $65/user/mo. All plans include unlimited contacts. |
| Setup complexity | Moderate: tightly integrated with e-commerce platforms; requires initial setup of automations and AI training. | Low: easy to set up shared inbox, add team members, and start using within minutes. No complex integrations required. |
| Strongest differentiator | AI agent trained on your brand with proactive Shopping Assistant for upselling, deeply integrated with e-commerce platforms. | Focus on personal, human support with AI Assist draft replies and company-level context, without aiming for high automation. |
Gorgias vs Help Scout: For e-commerce teams that need high automation and revenue-driving support, Gorgias wins because of its AI agent trained on your brand and proactive Shopping Assistant. However, for B2B or SaaS teams prioritizing personal relationships and human touch, Help Scout is the better fit with its focus on collaborative inbox and AI assist for drafting. Ultimately, choose Gorgias for e-commerce automation and Help Scout for personal support at scale.
Feature-by-feature
Core Capabilities: Gorgias vs Help Scout
Gorgias is purpose-built for e-commerce, offering a unified inbox that consolidates email, live chat, SMS, voice, and social media. Its standout feature is an AI agent trained on your brand that can automatically handle routine inquiries like order status, shipping, and returns. The Shopping Assistant proactively upsells products during conversations. Help Scout provides a shared inbox for email, chat, and social media, with AI Assist for drafting replies and AI Summarize for catching up on threads. It emphasizes collaboration with collision detection and company-level context. Gorgias wins for e-commerce automation; Help Scout wins for personal, human support.
AI/Model Approach: Gorgias vs Help Scout
Gorgias leverages an AI agent that learns from your brand's data and ticket history to automate up to 80% of inquiries. It includes sentiment analysis and intent detection. The Shopping Assistant uses AI to identify upsell opportunities. Help Scout's AI Assist drafts replies but does not aim to fully automate conversations; its AI Summarize helps agents quickly understand long threads. In terms of automation depth, Gorgias is superior for deflection. Help Scout's AI is designed to augment agents, not replace them. Gorgias wins for automation; Help Scout wins for agent assistance.
Integrations & Ecosystem
Gorgias integrates deeply with e-commerce platforms: Shopify, BigCommerce, Magento, WooCommerce, plus apps like Loop Returns, Yotpo, Recharge, Klaviyo, and Attentive. It also integrates with Aircall for voice. Help Scout integrates with Slack, HubSpot, Salesforce, Jira, Shopify, and others. Gorgias's integration ecosystem is stronger for e-commerce; Help Scout's is broader for business tools. Gorgias wins for e-commerce integrations; Help Scout wins for B2B integrations.
Performance & Scale
Gorgias is built for high-volume e-commerce support, with plans scaling from 50 to over 2000 tickets per month, used by brands like Kylie Cosmetics. It provides real-time performance analytics and revenue attribution. Help Scout scales well for growing teams but does not offer the same automation throughput. Gorgias's infrastructure is optimized for handling large spikes in ticket volume common in e-commerce. For enterprise-scale automation, Gorgias wins. For personal support at scale, Help Scout is sufficient.
Developer Experience & Workflow
Gorgias provides custom rules, views, and routing, plus a robust API for custom integrations. It includes a help center with unlimited articles and automated returns workflows. Help Scout offers saved replies, workflows, custom fields, and advanced permissions. Gorgias's workflow automation is more powerful for e-commerce-specific tasks. Help Scout's interface is simpler and more intuitive. Gorgias wins for e-commerce workflow automation; Help Scout wins for ease of use.
Pricing compared
Gorgias pricing (2026)
Gorgias offers tiered pricing based on ticket volume, not number of users. The Starter plan is $10/mo for 50 tickets and 3 agents—suitable for very small stores. The Basic plan at $60/mo includes 300 tickets and unlimited agents. The Pro plan at $360/mo covers 2000 tickets with revenue stats. All plans include all features but with tiered limits. Overage fees apply beyond ticket limits. Annual billing discounts are available.
Help Scout pricing (2026)
Help Scout charges per user per month. Standard plan is $20/user/mo for 2 mailboxes, email and chat. Plus plan $40/user/mo for 5 mailboxes and advanced permissions. Pro plan $65/user/mo for 25 mailboxes, enterprise security, and concierge onboarding. All plans include unlimited contacts and AI features. There is no free tier, but a 15-day free trial is available.
Value-per-dollar: Gorgias vs Help Scout
For e-commerce teams with high ticket volume, Gorgias offers better value because pricing is based on tickets, not seats, and includes powerful automation that can reduce agent count. For example, a store with 2000 tickets/month pays $360/mo on Gorgias Pro, whereas Help Scout with 5 agents on Plus would cost $40/user/mo * 5 = $200/mo, but without the same automation. For small teams focused on personal support, Help Scout is more affordable per user at low volumes. Overall, Gorgias wins for e-commerce ROI; Help Scout wins for low-volume, personal support.
Who should pick which
- Small e-commerce startup (3 agents, 50 tickets/mo)Pick: Gorgias
Gorgias Starter at $10/mo fits the budget and volume, with e-commerce features like order lookup and automation.
- B2B SaaS team (10 users, moderate ticket volume)Pick: HelpScout
Help Scout's Standard plan at $20/user/mo provides collaborative inbox, AI draft help, and company-level context for complex accounts.
- Mid-market e-commerce brand (2000 tickets/mo)Pick: Gorgias
Gorgias Pro at $360/mo includes AI agent and Shopping Assistant to automate and upsell, reducing agent costs.
- Growing customer support team valuing personal touch (5 agents)Pick: HelpScout
Help Scout's Plus plan at $40/user/mo offers advanced permissions and mailboxes without pushing high automation.
- High-volume enterprise with complex e-commerce operationsPick: Gorgias
Gorgias scales to custom volumes with deep e-commerce integrations and AI automation.
Frequently Asked Questions
Does Gorgias have a free tier?
No, Gorgias does not offer a free tier. The lowest plan is Starter at $10/mo for 50 tickets and 3 agents and a 15-day free trial.
Does Help Scout have a free tier?
No, Help Scout does not have a free tier, but offers a 15-day free trial for all plans.
Can Gorgias integrate with non-e-commerce platforms?
Gorgias is primarily built for e-commerce; it integrates with Shopify, BigCommerce, Magento, and WooCommerce. For non-e-commerce, Help Scout is more suitable.
Can I migrate from another helpdesk to Gorgias or Help Scout?
Both offer migration support. Gorgias provides import tools for tickets and data from platforms like Zendesk. Help Scout also offers migration services and documentation.
Which is better for scaling a support team?
Gorgias scales better for high-volume e-commerce because it reduces ticket load via automation. Help Scout scales for personal support with features like multiple mailboxes and advanced permissions.
Does Gorgias offer phone support?
Yes, Gorgias offers voice support as part of its omnichannel inbox. Help Scout also has phone integration via Aircall and other providers.
Can Help Scout automate responses like Gorgias?
Help Scout has AI Assist for drafting replies and workflows for automation, but it does not offer a fully autonomous AI agent for high deflection rates like Gorgias does.
Is Gorgias good for non-e-commerce businesses?
Gorgias is not recommended for non-e-commerce support because its core features are deeply tied to e-commerce data (orders, products, returns) and integrations.
Last reviewed: May 12, 2026