Gorgias vs Help Scout
Gorgias is ecommerce customer service platform with deep platform integrations. Best suited for ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Known for its deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform.
Help Scout is customer service platform for growing businesses. Best suited for small-medium businesses wanting a clean, email-focused helpdesk with strong knowledge base and self-service features. Known for its docs knowledge base with AI Answers for self-service resolution.
Gorgias Help ScoutGorgias Pro costs $360/month for 2,000 tickets with unlimited agents and Shopify order management, while Help Scout Plus costs $45/user/month for email-first support with AI Answers — ecommerce ticket-volume pricing versus general-purpose per-user pricing. Gorgias (G2: 4.6/5) embeds order management into tickets for Shopify/BigCommerce/Magento. Help Scout (G2: 4.4/5) provides shared inbox, collision detection, Docs knowledge base, Beacon live chat, and AI Answers at $0.75/resolution.
The choice is business model: Gorgias is purpose-built for ecommerce where orders, refunds, and shipping are the core support workflow. Help Scout works for any business that handles email-based support and values a clean, human-centered interface. If you do not run an ecommerce store, Gorgias is the wrong tool.
Gorgias Key Features
Help Scout Key Features
Feature Comparison
Gorgias provides ecommerce order management inside tickets; Help Scout provides human-centered email support — they serve different businesses with different workflows. Gorgias displays Shopify order data alongside every ticket. Macros use order variables (tracking numbers, delivery dates). SMS and phone handle urgent shipping issues. Revenue statistics track support-driven sales.
Help Scout's interface makes email conversations personal — no ticket numbers, collision detection, customer profiles, saved replies, and workflows. Docs articles power AI Answers deflection. Beacon embeds help and chat on your site. The clean interface emphasizes simplicity over ecommerce specialization.
Channel comparison: Gorgias handles email, chat, Facebook, Instagram (ad comments), SMS, phone. Help Scout covers email, Beacon chat, WhatsApp, Messenger, Instagram (Plus). Gorgias adds phone, SMS, and social ad replies; Help Scout adds WhatsApp. Neither supports Telegram, Discord, or Zalo.
Pricing Comparison
A 10-agent team: Gorgias Pro = $360/month (unlimited agents, 2,000 tickets); Help Scout Plus = $450/month (10 users, unlimited conversations). Gorgias is 20% cheaper and includes order management — but only makes sense for ecommerce. At 15 agents: Gorgias Pro = still $360/month; Help Scout Plus = $675/month. Gorgias saves $315/month ($3,780/year) for ecommerce teams.
For non-ecommerce teams, the comparison is moot — Gorgias's ecommerce features have no value outside retail. Help Scout serves SaaS, professional services, education, healthcare (HIPAA on Pro at $75/user), and any email-centric support operation.
AI costs: Gorgias AI Agent at $1.50/interaction versus Help Scout AI Answers at $0.75/resolution. Help Scout's AI is 50% cheaper per interaction. Both add cost on top of base pricing.
Gorgias Pricing
Help Scout Pricing
Gorgias Strengths & Limitations
Strengths
- Excellent ecommerce platform integrations with order management capabilities
- Powerful automation and AI features that reduce manual work
- Unified inbox that consolidates all customer communications
- No per-agent pricing model allows up to 15 team members
Limitations
- Pricing can become expensive for high-volume support teams
- Complex setup process for advanced automation rules
- Limited notification options for new tickets
- Primarily focused on ecommerce, less suitable for other industries
Help Scout Strengths & Limitations
Strengths
- Clean, intuitive interface loved by support teams
- Excellent email-focused support with collision detection
- Strong knowledge base (Docs) for self-service
- AI Drafts help agents write faster replies
Limitations
- WhatsApp only available on Plus tier ($45/user/mo)
- No native Telegram, Discord, or Zalo support
- AI Answers charged per resolution ($0.75 each)
- Beacon live chat is basic compared to dedicated chat tools
Verdict
Choose Gorgias if you run an ecommerce store on Shopify, BigCommerce, or Magento. Agents view full order history, process refunds, cancel orders, edit shipping, and create draft orders within tickets. Macros automate common responses. Revenue tracking attributes sales to support. The AI Agent ($1.50/interaction) handles order queries autonomously. Unlimited agents — team size does not affect cost.
Choose Help Scout if your support is email-first across any industry and you want personal, human-centered conversations. The shared inbox hides ticket numbers from customers. Collision detection prevents duplicates. Docs provides a knowledge base. AI Answers ($0.75/resolution) deflects common queries. Plus at $45/user adds WhatsApp, Messenger, Instagram. The free tier supports 5 users.
Gorgias is the right tool for ecommerce stores where order management inside tickets justifies the platform. Help Scout is the right tool for any business that wants email-centered support with a personal, clean interface and compliance options (HIPAA on Pro).
For teams that need messaging-first support across WhatsApp, Telegram, Discord, and Zalo, Converge offers all channels at $49/month flat for up to 15 agents.
Looking for more options? Browse all platform comparisons, or see all Gorgias comparisons and all Help Scout comparisons.
Frequently Asked Questions
Gorgias is best for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Help Scout is best for Small-medium businesses wanting a clean, email-focused helpdesk with strong knowledge base and self-service features. Gorgias's standout feature is Deep ecommerce integrations that allow agents to view orders, process refunds, and manage customer data without leaving the support platform, while Help Scout offers Docs knowledge base with AI Answers for self-service resolution.
Gorgias starts at From $360/mo. Help Scout starts at From $45/seat/mo. Help Scout offers a free plan. For flat-rate pricing, consider Converge at $49/month for up to 15 agents.
Gorgias does not offer a free plan. Help Scout offers a free plan. Both are established platforms in the customer support space.
Gorgias pros: Excellent ecommerce platform integrations with order management capabilities; Powerful automation and AI features that reduce manual work. Help Scout pros: Clean, intuitive interface loved by support teams; Excellent email-focused support with collision detection. Each platform has distinct strengths depending on your use case.
Choose Gorgias for Ecommerce brands and online stores that need deep platform integrations and want to turn support conversations into sales opportunities. Choose Help Scout for Small-medium businesses wanting a clean, email-focused helpdesk with strong knowledge base and self-service features. If you need messaging-first support with flat pricing, consider Converge as an alternative at $49/month for up to 15 agents.
Ready to try Converge?
$49/month flat. Up to 15 agents. 14-day free trial, no credit card required.
Start Free Trial