The verdict
If you run a Shopify or similar store and support takes real hours every week, put Gorgias first. Order data in the ticket cuts the copying between tabs, and its macros and AI agent are built for returns and order status.
If you are a B2B or SaaS team, pick Help Scout. You would pay for store features in Gorgias that you never use. Help Scout has a free plan to start on, and it is quick to set up. Check how each is priced before you decide. Gorgias follows ticket volume, so a seasonal spike can push you up a plan. Help Scout is priced per user, and its AI agent is billed per resolution.
Side by side
| 12 points compared | ||
|---|---|---|
| Starts at | $10/mo | $25/mo |
| Free plan | No | Yes |
| API | Yes | Yes |
| MCP server | Yes | Yes |
| AI chatbot / agent | Yes | Yes |
| AI search & answers | Yes | Yes |
| Custom domain & branding | Yes | Yes |
| Help centre / knowledge base | Yes | Yes |
| Live chat widget | Yes | Yes |
| Native ecommerce (Shopify) integration | Yes | Yes |
| Public help centre | Yes | Yes |
| Shared inbox & ticketing | Yes | Yes |
| Links |
Plans and pricing
Gorgias
- Starter$10/mo
- Basic$60/mo
- Pro$360/mo
- Advanced$900/mo
Help Scout
- FreeFree
- Standard$25/mo/seat
- Plus$45/mo/seat
- Pro$75/mo/seat
Who each is for
Choose Gorgias if…
Pick Help Scout when you are a B2B or SaaS support team and want a friendly inbox with a real knowledge base attached. It suits teams from a handful of people to a mid-sized group, and it feels like email, which helps adoption.
A free plan makes it easy to try. Advanced workflows, some integrations and single sign-on sit on higher plans, so list what you need first. If you later run an online store and need order data in the ticket, Gorgias is the tool built for that.
Choose Help Scout if…
Pick Gorgias when you sell online and support has become a daily job for more than one person. The native store connection, actions from within a ticket and an AI agent for routine ecommerce requests are the reasons to choose it.
It is not for a small store with a few tickets a week, or for a B2B service business. Write down your return and shipping rules before you switch the AI on, and read a sample of its handled conversations each week. Check that your customers' channels are covered on your plan.
Other options worth a look
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