Side-by-side comparison
Help Scout vs Gorgias
Compare Help Scout and Gorgias across pricing, features, and fit for your e-commerce stack.
Help Scout
Customer support that feels like a team email inbox, not a ticketing system
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About
Help Scout
Help Scout deliberately avoids the language and structure of traditional ticketing systems. There are no ticket numbers in the customer-facing view, conversations look like emails, and the shared inbox feels closer to a collaborative Gmail than to Zendesk. This approach works well for support teams that value tone and relationship quality over throughput metrics. The Shopify integration surfaces order history in the conversation sidebar, and the Docs product provides a publishable knowledge base included in all plans. Where Help Scout falls short is raw volume management. If your team is handling hundreds of tickets per day with complex routing rules and SLA requirements, the workflow tooling is thinner than Zendesk or Freshdesk. For stores with a small, relationship-focused support team, the clean interface reduces agent friction meaningfully.
Gorgias
Gorgias has become the de facto helpdesk for scaling Shopify brands, and the reason is straightforward: it was built from the ground up for e-commerce, not adapted from a generic SaaS ticketing tool. Email, live chat, Instagram DMs, Facebook comments, and SMS all collapse into a single inbox, with full Shopify order context surfaced automatically on every ticket. The automation rules are where serious efficiency gains live. Most brands get 60% or more of tickets resolved without human intervention. It does get expensive as your support volume grows, and the analytics could be deeper, but for centralising the chaos of multi-channel support it remains the category leader.
Key Features
Help Scout
Shared Team Inbox
Multiple agents work from a shared inbox without stepping on each other. Conversations are assigned, noted, and tagged without surfacing ticket numbers to customers.
Docs Knowledge Base
Publishable knowledge base included in all plans. Articles can be embedded in the live chat widget to deflect common questions before they reach an agent.
Live Chat with Context
Beacon widget appears on your store with proactive messages and self-service search. Chat conversations link to the shared inbox for consistent follow-up.
Support Metrics Dashboard
Response time, satisfaction ratings, and volume trends visible without custom report configuration. Designed for small teams that want insight without an analytics specialist.
Gorgias
Deep Shopify Integration
View and edit orders, refunds, and subscriptions directly inside every ticket without switching tabs.
AI Automate
Detects intent and sentiment to handle routine tickets like WISMO, cancellations, and return requests automatically.
Revenue Tracking
Attributes revenue to support interactions so you can see which agents and channels drive the most conversions.
Macro Rules
Build powerful automation rules that trigger based on order data, tags, and customer history to cut handle time.
Screenshots
Help Scout
Gorgias
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