SAME CATEGORY. YOUR PRIORITIES.
Gorgias vs Help Scout
Compare evidence, costs and trade-offs. Adjust the criteria to reflect your own workflow.
MAKE THE SCORE YOURS
What matters most?
Core capabilities carry 32 points; workflow depth carries 68. AI contributes the category-specific weight shown below within those totals. Change group priorities and see every contribution update.
How the score is calculated →Documented fit across available plans · unknowns shown as ranges · no customer ratings
| Features & decision context |  Gorgias50–100/100 documented fit Core capabilities32 / 32 pts10/10 checks with established status Workflow depth17.6–68 / 68 pts4/18 checks with established status |  Help Scout55–100/100 documented fit Core capabilities29.6–32 / 32 pts9/10 checks with established status Workflow depth25.6–68 / 68 pts5/18 checks with established status |
|---|---|---|
| How AI changes fitSame priorities, with and without AI | 50–100 with AI54–100 without AIFeature-fit points; not measured ROI | 55–100 with AI61–100 without AIFeature-fit points; not measured ROI |
| Supplier website | Visit Gorgias | Visit Help Scout |
| Good fit for | Online merchants whose service requests depend on orders, returns and commerce-system actions. | Service teams that value a conversation-centered inbox and connected self-service content. |
| Look more closely when | You need a general-purpose service platform with little ecommerce context or a seat-only cost model. | You are buying specifically for an announced Copilot feature without confirming availability. |
| Pricing snapshotDifferent billing units are not directly comparable | See pricingticket volume plus AI-resolved conversations The current official page describes help-desk tiers from 50 to 5,000 monthly tickets, not per-agent pricing, with AI Agent billed when it resolves a conversation. Obtain the actual volume quote. Pricing source | See pricingper user/month plus AI resolutions The retrieved page displays Standard $25, Plus $45 and Pro $75 per user/month with a monthly/annual selector. Confirm the chosen billing basis. AI Answers is listed at $0.75 per resolution. Pricing source |
| Inbox, tickets & channels 20% base weight | ||
| Core capabilityShared inbox or ticket recordsTrack support conversations or tickets in a shared workspace. | Supported4 / 4 pts A shared commerce help desk is documented. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Shared inbox conversations are documented. Official documentation · Oct 15, 2026Source |
| Core capabilityMultiple service channelsHandle more than one channel type, such as email and live chat. | Supported4 / 4 pts Commerce support channels are documented. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Email support and live chat are documented. Official documentation · Oct 15, 2026Source |
Depth checkMerge or link duplicate conversationsMerge or associate duplicate tickets while retaining customer/conversation context.Ask for a demonstrationCreate two tickets about one issue and show how they are combined or linked. A scenario to run with the supplier; not a completed product test. | Supported5.6 / 5.6 pts Manual and rule-based merging consolidate duplicate customer tickets into a single thread. Official documentation · Oct 15, 2026Source | Not verified0–5.6 / 5.6 pts The reviewed evidence does not establish this advanced behavior: merge or link duplicate conversations. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source |
Depth checkPrevent conflicting agent repliesExpose concurrent agent activity, assignment or a documented collision control.Ask for a demonstrationHave two agents open the same conversation and show what prevents duplicate replies. A scenario to run with the supplier; not a completed product test. | Not verified0–6.4 / 6.4 pts The reviewed evidence does not establish this advanced behavior: prevent conflicting agent replies. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Supported6.4 / 6.4 pts Collision indicators show when a teammate is viewing or replying to the same conversation. Official documentation · Oct 15, 2026Source |
| Routing & service workflows 20% base weight | ||
| Core capabilityTicket or conversation assignmentRoute or assign conversations to responsible teams or agents. | Supported4 / 4 pts Rules assign tickets to a team based on triggers and conditions. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Advanced routing is available on higher plans. Official documentation · Oct 15, 2026Source |
| Core capabilityService workflow or SLA rulesUse configurable service workflows, escalation or SLA policies. | Supported4 / 4 pts Rules tag, reply, assign and close tickets; accounts can configure up to 70 rules. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Workflows are available with higher-plan scope. Official documentation · Oct 15, 2026Source |
Depth checkBusiness-hours-aware SLA targetsApply service targets using working hours or configured business calendars.Ask for a demonstrationOpen a ticket just before closing and show how its response deadline is calculated. A scenario to run with the supplier; not a completed product test. | Not verified0–5.6 / 5.6 pts The reviewed evidence does not establish this advanced behavior: business-hours-aware sla targets. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Supported5.6 / 5.6 pts Native SLA policies measure targets in office hours or calendar hours. Official documentation · Oct 15, 2026Source |
Depth checkEscalation for aging or breached workTrigger an alert, reassignment or other action when service work ages or breaches a rule.Ask for a demonstrationLet a test ticket approach its target and show the configured escalation. A scenario to run with the supplier; not a completed product test. | Not verified0–6.4 / 6.4 pts The reviewed evidence does not establish this advanced behavior: escalation for aging or breached work. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Supported6.4 / 6.4 pts The documented Super SLA integration sends pre-breach alerts by SMS, phone or email; a separate subscription applies. Official documentation · Oct 15, 2026Source |
| Knowledge & self-service 16% base weight | ||
| Core capabilityPublished help centerPublish customer-facing help articles or a knowledge base. | Supported3.2 / 3.2 pts All Helpdesk plans can publish a customer help center; free trials cannot create one. Official documentation · Oct 15, 2026Source | Supported3.2 / 3.2 pts Knowledge bases are documented. Official documentation · Oct 15, 2026Source |
| Core capabilityCustomer self-service answersLet customers locate help content or obtain automated answers without an agent. | Supported3.2 / 3.2 pts The AI Agent answers commerce customer questions using configured knowledge. Official documentation · Oct 15, 2026Source | Supported3.2 / 3.2 pts Customer self-service is documented. Official documentation · Oct 15, 2026Source |
Depth checkArticle revision or publication controlReview versions, drafts or publishing states before changing customer-facing help content.Ask for a demonstrationEdit a live article and show the review/publish process or earlier version. A scenario to run with the supplier; not a completed product test. | Supported4.8 / 4.8 pts Help-center articles can be prepared and published through explicit article states. Official documentation · Oct 15, 2026Source | Not verified0–4.8 / 4.8 pts The reviewed evidence does not establish this advanced behavior: article revision or publication control. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source |
Depth checkKnowledge-gap or search analysisIdentify unanswered searches, unhelpful articles or missing knowledge from customer usage.Ask for a demonstrationFind a recurring unresolved question and show how it becomes a content improvement task. A scenario to run with the supplier; not a completed product test. | Not verified0–4.8 / 4.8 pts The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Not verified0–4.8 / 4.8 pts The reviewed evidence does not establish this advanced behavior: knowledge-gap or search analysis. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source |
| Reporting & operational visibility 12% base weight | ||
| Core capabilityService performance reportsReport on support conversations, demand or resolution activity. | Supported2.4 / 2.4 pts Helpdesk performance reports cover workload, ticket trends, channels and help-center usage. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts Service reporting is documented; check exact metrics in the quoted plan. Official documentation · Oct 15, 2026Source |
| Core capabilityAdvanced or custom service analyticsBuild custom reports or use documented advanced operational analytics. | Supported2.4 / 2.4 pts Reports support custom metrics and saved views; Voice/SMS tabs require the relevant subscription. Official documentation · Oct 15, 2026Source | Not verified0–2.4 / 2.4 pts The reviewed documentation does not establish advanced or custom service analytics at this feature level. This is an evidence gap, not a finding that the capability is absent. Not verified · Oct 15, 2026Source |
Depth checkTrace a service metric to conversationsInspect the conversations or records contributing to a service metric.Ask for a demonstrationOpen a response-time or resolution metric and identify the conversations counted. A scenario to run with the supplier; not a completed product test. | Supported3.2 / 3.2 pts Report drill-down shows the precise tickets contributing to a supported metric. Official documentation · Oct 15, 2026Source | Supported3.2 / 3.2 pts The SLA report drills from compliance metrics into the specific conversations counted. Official documentation · Oct 15, 2026Source |
Depth checkExport service analytics dataExport service report rows or metrics for outside reconciliation.Ask for a demonstrationExport a filtered report and reconcile its count with the support workspace. A scenario to run with the supplier; not a completed product test. | Supported4 / 4 pts Drill-down exports include ticket metadata and links, with an optional message-content export. Official documentation · Oct 15, 2026Source | Supported4 / 4 pts Reporting exports provide conversation-level rows within the chosen parameters; message bodies are separate. Official documentation · Oct 15, 2026Source |
| Support AI & human handoff 17% base weight | ||
| Core capabilityAI for human agentsAssist a human support agent with drafts, summaries or contextual answers. | Supported2.4 / 2.4 pts Gaia assists with tickets, analytics, rules, macros and help content, preparing changes for review. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts AI Drafts generates reply suggestions from previous replies and help content; unlimited drafts require Plus. Official documentation · Oct 15, 2026Source |
| Core capabilityAI customer-facing answersUse an AI agent to answer customer questions, with a documented escalation route or support workflow. | Supported2.4 / 2.4 pts The commerce-focused AI Agent automates customer answers alongside human support; separate resolution charges apply. Official documentation · Oct 15, 2026Source | Supported2.4 / 2.4 pts AI Answers handles customer questions with human handoff and resolution-based charges. Official documentation · Oct 15, 2026Source |
Depth checkAI answers with inspectable support sourcesInspect the knowledge or conversation sources behind AI-generated support content.Ask for a demonstrationAsk an AI support question and open the source used for the answer. A scenario to run with the supplier; not a completed product test. | Not verified0–3.2 / 3.2 pts The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Not verified0–3.2 / 3.2 pts The reviewed evidence does not establish this advanced behavior: ai answers with inspectable support sources. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source |
Depth checkAI handoff with conversation contextTransfer to a human while retaining the conversation or relevant captured context.Ask for a demonstrationAsk the AI to escalate and show what the human agent receives before replying. A scenario to run with the supplier; not a completed product test. | Not verified0–4 / 4 pts The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source | Not verified0–4 / 4 pts The reviewed evidence does not establish this advanced behavior: ai handoff with conversation context. Request the demonstration above; absence of public evidence does not establish absence of the feature. Not verified · Oct 15, 2026Source |
Depth checkTranslate customer replies inside the agent workspaceDemonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Translate customer replies inside the agent workspace" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkDisable AI assistance for selected support usersDemonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Disable AI assistance for selected support users" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
| Operational detail 15% base weight | ||
Depth checkRedact selected sensitive ticket textDemonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Redact selected sensitive ticket text" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkRemove sensitive attachments from stored ticketsDemonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Remove sensitive attachments from stored tickets" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkChange ticket ownership from the mobile appOpen a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace.Ask for a demonstrationOpen a test ticket on a phone, assign it to another agent and verify the new owner in the desktop workspace. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkCoach an agent privately during a live chatDemonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Coach an agent privately during a live chat" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkKeep external consultation separate from the customer threadDemonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Keep external consultation separate from the customer thread" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
Depth checkCancel a reply during a send-delay grace periodDemonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan.Ask for a demonstrationDemonstrate "Cancel a reply during a send-delay grace period" with test data. Show the result, an exception case, and the required plan. A scenario to run with the supplier; not a completed product test. | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source | Not verified0–2.5 / 2.5 pts This specific check has not been verified. Missing evidence does not mean the capability is absent. Ask for a demonstration in the proposed plan. Not verified · Oct 21, 2026Source |
| AI usage and limits | Gorgias presents a commerce-focused AI Agent. Evaluate its knowledge, customer identity and allowed order actions against your store policies before enabling autonomous work.
| AI Drafts and AI Answers are documented. The newer Copilot page describes contextual assistance but is labeled coming soon, so launch status should be confirmed separately.
|
| Additional costs to ask about |
|
|
| Integration shortlist |
|
|
| Research date | Oct 15, 2026 Full source record → | Oct 15, 2026 Full source record → |