Gorgias vs Help Scout
Gorgias and Help Scout, side by side across AI, pricing, channels, security, and seven more categories. We pull every figure from public sources and don’t pick a winner.
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Gorgias
Helpdesk and AI agent aimed at driving sales. Ecommerce-native (Shopify).
Best for Ecommerce brands, especially Shopify.
2015 · Paris, France (plus San Francisco).
Help Scout
The most intuitive customer support platform.
Best for SMB and mid-market across SaaS, ecommerce, education, and healthcare.
2011 · Boston, MA (fully remote).
Claimed: from the vendor, not independently verified.
3rd-party: sourced elsewhere, not on the vendor's site.
Everything else: from the vendor's own pages and verifiable.
Pricing
List prices, seat rules, trials, and pricing transparency.
- Pricing model
- GorgiasTicket-volume-based (not per-seat) plus AI per resolution.
- Help ScoutPer seat monthly; AI Answers billed separately per resolution.
- Free plan
- GorgiasNo
- Help ScoutYes. Up to 5 users, 1 inbox, 1 Docs site.
- Free trial / guarantee
- Gorgias7 days, no payment.
- Help Scout15-day (Standard and Plus); 3-month unlimited AI Answers for new accounts.
- Price
- GorgiasStarter $10/mo (50 tickets, 3 seats); Basic $60/mo (300 tickets). · Pro $360/mo (2,000 tickets); Advanced $900/mo (5,000). · Enterprise custom (5,000+ tickets).
- Help ScoutStandard $25/user/mo (monthly); about $21 annual. · Plus $45/user/mo; about $38 annual. · Pro $75/user/mo; about $63 annual.
- Seat minimum
- GorgiasNone. Starter 3 seats; others up to 500.
- Help ScoutPro: 10 users minimum; others none beyond Free's 5.
- Unlimited agents
- GorgiasNo. Starter 3; others up to 500.
- Help ScoutYes. Pro (10-seat minimum).
- Implementation fee
- GorgiasNot disclosed (enterprise includes implementation).
- Help ScoutNot disclosed; onboarding specialist is a paid add-on; Pro incl. account manager.
- Transparency
- GorgiasStarter to Advanced public; Enterprise custom.
- Help ScoutHigh. All prices public.
- Pricing last verified
- Gorgias2026-06-02
- Help Scout2026-06-02
Channels
Where each tool can talk to customers.
- GorgiasNative
- Help ScoutNative
- Live chat
- GorgiasNative
- Help ScoutNative (Beacon)
- In-app messenger
- GorgiasNative (Shopify widget, no code).
- Help ScoutNative (Beacon iOS and Android SDK)
- Voice
- GorgiasNative (add-on, $0.40–1.20/ticket).
- Help ScoutVia integration (Aircall, CloudTalk, JustCall, Talkdesk, Ringover)
- SMS
- GorgiasNative (add-on, $0.41–0.80/ticket).
- Help ScoutVia integration (Aircall)
- GorgiasNative (free to add; billable tickets).
- Help ScoutNative (added Mar 2026; Plus and Pro)
- Social
- GorgiasNative (Instagram, Facebook).
- Help ScoutNative (Instagram confirmed; others implied)
- Unified inbox
- GorgiasNative
- Help ScoutNative
Voice & Telephony
Native voice vs telephony integrations.
- Native vs via integration
- GorgiasNative. Gorgias Voice add-on; IVR, queues, call flows.
- Help ScoutVia integration only. No native telephony.
- Voice AI / transcription
- GorgiasYes. Voicemails and recorded calls; transcripts on tickets.
- Help ScoutNot offered natively (depends on partner).
- Telephony billed separately
- GorgiasYes. $0.40–1.20/ticket, not in base plan.
- Help ScoutYes. Billed by the integration partner.
AI & Automation
Autonomous resolution, agentic actions, models, and how AI is priced.
- Autonomous AI agent
- GorgiasYes. AI Agent (Support Agent and Shopping Assistant).
- Help ScoutYes. AI Answers resolves in Beacon and escalates to a human.
- Copilot / Assist mode
- GorgiasAI Coaching (real-time tips). No separate Copilot product.
- Help ScoutYes. AI Assist (tone, grammar, translate), AI Drafts, and AI Summarize.
- Claimed automation rate
- Gorgias60% resolved instantly; enterprise '50% in 50 days' guarantee.(claimed)source
- Help Scout73.19% average resolution with AI Answers.(claimed)source
- AI channel coverage
- GorgiasEmail, live chat, SMS. WhatsApp and social via rules (AI not confirmed).
- Help ScoutBeacon (web and mobile chat); AI Drafts and Assist in email, chat, and Docs.
- Agentic actions (API) vs answer-only
- GorgiasActions-capable. Cancels, returns, subscriptions, refunds and discounts via connected apps.
- Help ScoutAnswer and resolution only. No external API actions.
- Knowledge sources
- GorgiasShopify order and customer data, store content, Help Center, custom URLs and docs, Guidance.
- Help ScoutDocs sites, public URLs, PDF, Word, Excel, Google Docs and Sheets, and Improvements snippets.
- Underlying model
- GorgiasOpenAI, Anthropic, internally fine-tuned.
- Help ScoutOpenAI API (version undisclosed); does not train its own model.
- Trains on past tickets
- GorgiasNo. Ticket data does not train LLMs; per-ticket feedback coaching.
- Help ScoutNo. Never uses your data to train models.
- Pre-deploy simulation / sandbox
- GorgiasYes. Test conversations (new vs. returning) across channels.
- Help ScoutYes. Run AI Answers through any scenario.(claimed)source
- Multilingual
- GorgiasYes. Any LLM-supported language, auto-detect.
- Help ScoutYes. AI Answers in 50+ languages; AI Assist translates 13.
- Runs on your existing helpdesk vs native-only
- GorgiasNative only.
- Help ScoutNative only.
- AI pricing model
- GorgiasOutcome-based. Per resolved automated conversation; handoffs not billed.
- Help ScoutPay-per-resolution add-on ($0.75); Assist, Drafts, and Summarize on Plus and Pro; 3-month free trial.
- AI unit price
- Gorgias$1.00/resolved (monthly); $0.90 (annual); overage $1.50.
- Help Scout$0.75 per AI resolution; prepay for up to 33% savings.
- Copilot / Assist price
- GorgiasNo separate price (coaching included).
- Help ScoutIncluded on Plus and Pro (not Standard or Free).
How Open.cx compares
Open.cx runs on top of Gorgias or Help Scoutas an AI layer, or works as its own helpdesk. Here's where it lands on the same questions.
- Runs on your existing helpdesk vs native-only
- Both. Add it on top of the helpdesk you already run, or use it as your own inbox. Works with Zendesk, Intercom, Front, Freshdesk, Gorgias, Salesforce, HubSpot, Dynamics 365, Twilio Flex, and Creatio.
- Autonomous AI agent
- Yes. Autopilot resolves tickets end to end on its own, across every channel.
- AI pricing model
- Per resolution, so you pay for outcomes. Escalations to a human are free.
- Claimed automation rate
- 77% average automation; up to 80% (Trunkrs)(claimed)source
Security & Compliance
Certifications, data residency, and access controls.
- SOC 2 Type II
- GorgiasSOC 2 Type II (since 2020).
- Help ScoutSOC 2 Type 2.
- GDPR
- GorgiasYes. DPA; EU data on EU GCP servers.
- Help ScoutYes. EU and UK GDPR, Swiss FADP; DPA; DPF participant.
- HIPAA / PCI
- GorgiasSupported (enterprise compliance feature).
- Help ScoutYes. Pro plan; BAA required.
- SSO / SAML
- GorgiasSSO (Google, MS365); SAML enterprise; 2FA.
- Help ScoutYes. SAML SSO (Pro).
- Data residency
- GorgiasEU data on EU GCP; broader options not disclosed.
- Help ScoutNo. AWS US only; no EU or regional hosting.
Integrations
Marketplace breadth, APIs, and developer tooling.
- Marketplace / integrations (approx.)
- Gorgias100+ marketplace; 300+ on features page (incl. Recharge, Klaviyo, Yotpo).
- Help Scout100+ apps.
- Shopify depth
- GorgiasDeep native. Order history, profiles, catalogs, tags; Shopify and Plus; AI reads live data and actions orders.
- Help ScoutNative. Order status, refunds, and order management in the inbox; Shopify App Store.
- Open / public API
- GorgiasYes. REST API on all Helpdesk plans; Basic Auth; Postman.
- Help ScoutYes. Inbox API, Docs API, Chat API, and Webhooks.
- Developer SDK / MCP
- GorgiasNo official SDK; developers.gorgias.com API reference.
- Help ScoutCustom Apps framework; Beacon iOS and Android SDK; no server-side SDK.
Automation & Workflows
Builders, triggers, routing, and SLAs.
- Workflow builder
- GorgiasYes. Rules engine (auto-assign, tag, close, respond).
- Help ScoutYes. If/then workflow builder.
- Triggers / automations
- GorgiasYes. Event-based Rules (creation, reply, tags, channel, keywords).
- Help ScoutYes. Condition-triggered workflows (run once per conversation).
- Routing
- GorgiasYes. Auto-assign plus AI-assisted routing.
- Help ScoutYes. Auto-assign via workflow rules.
- Macros / canned responses
- GorgiasYes. Macros (AI-sorted), all plans.
- Help ScoutYes. Saved Replies.
- SLA management
- GorgiasYes. All plans, per channel; SLA report; business-hours pause.
- Help ScoutYes. 1 policy on Standard, 2 on Plus, unlimited on Pro; NRT tracking.
Collaboration
How support teams work a queue together.
- Internal notes
- GorgiasYes. @-mentions, permanent.
- Help ScoutYes. @Mentions.
- Collision detection
- GorgiasYes. Banner when another agent is viewing or editing.
- Help ScoutYes. Built in on all plans (yellow and red indicators).
- Side conversations
- GorgiasNot disclosed
- Help ScoutNot offered (notes and splits instead).
- Shared inbox
- GorgiasYes. Unified inbox.
- Help ScoutYes. Core product.
Self-Service & Knowledge
Knowledge base, help center, and deflection.
- Knowledge base
- GorgiasYes. Help Center on all plans, Shopify-embeddable.
- Help ScoutYes. Docs; 1 site on Free and Standard, extra at $20/mo.
- Help center
- GorgiasYes. External and internal KB.
- Help ScoutYes. Docs, embeddable in Beacon.
- Community forum
- GorgiasGorgias Community is product updates, not a peer-support forum.
- Help ScoutNot offered.
- AI answers from knowledge base
- GorgiasYes. AI Agent uses Help Center; Article Recommendations (Automation add-on).
- Help ScoutYes. AI Answers from Docs; tracks search gaps.
Reporting & Analytics
Dashboards, custom reports, and CSAT.
- Dashboards
- GorgiasYes. 70+ metrics, up to 10 dashboards x 20 charts.
- Help ScoutYes. 7 built-in reports.
- Custom reports
- GorgiasYes. Filterable, revenue attribution, AI analytics.
- Help ScoutNo. Not native; raw data via Inbox API.
- Included in lowest tier
- GorgiasReporting on all plans; Pro adds live monitoring plus revenue stats.
- Help ScoutReporting on all paid plans, including Standard.
- CSAT surveys
- GorgiasYes. CSAT 2.0; Simplesat and Surveywell integrations.
- Help ScoutYes. Happiness report (post-conversation surveys).
Onboarding & Support
Implementation, CSM tiers, and partners.
- Onboarding
- GorgiasSelf-serve (Starter, Basic); guided implementation (Enterprise); '50% in 50 days' guarantee.
- Help ScoutSelf-serve; onboarding specialist (paid add-on); Pro incl. dedicated onboarding.
- Support channels
- GorgiasEmail and chat; tiered by revenue (Standard up to $3M, Specialist $3–20M, Dedicated $20M+).
- Help ScoutEmail on all paid plans (priority); no customer phone support.
- Dedicated CSM
- GorgiasYes. Dedicated CSM at $20M+ tier.
- Help ScoutStrategic account manager on Pro.
- Implementation partners
- GorgiasYes. App Partner program plus agencies.
- Help ScoutNot disclosed. No partner directory.