Gorgias vs Help Scout AI
A detailed comparison to help you choose between Gorgias and Help Scout AI.
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Verdict: Gorgias wins
Gorgias scores 4.0/5, edging out Help Scout AI at 3.9/5. Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing.
Gorgias AI helpdesk built for e-commerce | Help Scout AI AI features built into email-based support | |
|---|---|---|
| Rating | 4.0 (1 review) | 3.9 (1 review) |
| Pricing Model | paid | paid |
| Starting Price | From $10/mo | From $22/mo |
| Best For | Ecommerce brands on Shopify, BigCommerce or Magento that want one inbox with native order context and per-resolution AI pricing. | Small and mid-size teams whose support is email-first and conversational, who want AI that drafts replies rather than an autonomous bot, and who value a calm, simple inbox over platform depth. |
| Free Tier | ||
| API Access | ||
| Team Features | ||
| Open Source | ||
| Tags | team features | team featuresapi access |
| Visit Gorgias → | Visit Help Scout AI → |
Gorgias
Pros
- + Order history, tracking and refunds sit inside the ticket; I acted on Shopify orders without leaving the inbox in my test
- + Unlimited user seats on every plan above Starter, so seasonal staff do not inflate the bill
- + AI Agent is billed per resolved interaction ($0.90 on most plans) and only charges what it closed alone
- + Revenue statistics attribute sales to support conversations, with attribution events firing correctly in my sandbox
- + Shopify-backed ecosystem: Shopify is an investor and the integration depth reflects it
Cons
- - Ecommerce-only data model; poor fit outside online retail
- - Automated replies count as billable tickets, so the helpdesk meter rises with automation
- - Two separate meters (helpdesk tickets + AI interactions) with overage on both during peaks
- - Gorgias's own pages disagree on included AI interaction counts (30 vs 90-2,500 depending on plan)
- - Policy-edge tickets (out-of-window returns in my test) always hand off to humans rather than resolving
Help Scout AI
Pros
- + AI Drafts produced sendable first passes on routine billing and shipping questions in my testing, always landing in a draft state for review
- + AI Answers bills per resolution at $0.75 with human escalation free — you are not charged when the bot hands over
- + Free plan is genuinely usable: 5 users, 1 Inbox, 1 Docs site, 100 contacts/month
- + Unlimited contacts on paid plans after the 2024 contacts-billing experiment was walked back
- + AI transparency page clearly separates copilot features from the autonomous customer-facing agent
Cons
- - Reporting is thin — basics only, no custom dashboards or deep per-agent drilldowns
- - No built-in phone channel; telephony depends on Aircall or another integration
- - AI Drafts is gated to Plus and Pro; AI Answers is always metered at $0.75/resolution on top of seats
- - Plan ceilings (5 users Free, 25 Standard, 50 Plus) push growing teams into upgrades; Pro is demo-only with a 10-user minimum
- - Workflow automation is capped by plan — one SLA policy and basic workflows on Standard
Frequently Asked Questions
Which is better, Gorgias or Help Scout AI?▼
Gorgias scores higher at 4.0/5 vs 3.9/5 for Help Scout AI, making it the better-rated option in our comparison.
What is the difference between Gorgias and Help Scout AI?▼
Gorgias: Gorgias is a helpdesk built for online stores that brings email, chat, social and SMS into one inbox, with AI agents answering common shopper questions. It plugs into Shopify and other ecommerce platforms. Help Scout AI: Help Scout is an email-based customer support platform with shared inboxes, help articles and live chat, with AI drafting and summarising replies.
Is Gorgias or Help Scout AI more affordable?▼
Gorgias starts at €10/mo, Help Scout AI starts at €22/mo. Check the comparison table above for current pricing.
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