GorgiasPaid
Ecommerce helpdesk with AI agent — resolves up to 60% of common store questions using order data automatically.
Customer Support comparison
Gorgias vs Help Scout
Pricing, pros, cons, and ideal use cases — side by side.
Help ScoutFreemium
An email-first shared inbox and Docs knowledge base for small support teams, with AI Answers billed per resolution instead of bundled into a seat.
At a glance
| Gorgias | Help Scout | |
|---|---|---|
| Pricing | PaidStarter $10/month for 50 tickets, Basic $60/month for 300, Pro $360/month for 2,000, Advanced $900/month for 5,000, Enterprise custom; annual billing is lower (Basic $50, Pro $300, Advanced $750). AI Agent is billed per automated interaction, $0.90 on annual or $1.00 on monthly billing, and each interaction also counts as a ticket. As read on the vendor's pricing page in early October 2026. | FreemiumFree $0 for up to 5 users, 1 Inbox, and 1 Docs site; Standard $25 per user/mo; Plus $45 per user/mo; Pro $75 per user/mo. Standard is capped at 25 users; Pro has a 10-user minimum; Free is capped at 100 contacts/month. AI Answers add-on $0.75 per resolution with a 3-month free trial. As read on the vendor's pricing page in early October 2026. |
| Category | Customer Support | Customer Support |
| Ideal for | Shopify StoresEcommerceDTC Brands | Small SaaS and ecommerce support teams working mostly from emailService businesses that need a shared inbox and a help center, not a contact centerTeams that want AI priced per resolution rather than per seatStartups that can begin on a free five-user plan and grow into Standard |
Pros & cons
Gorgias
Pros
- Ecommerce-native ticket context
- AI Agent autonomously resolves tickets
- Shopify data in every ticket
- Good automation rules engine
Cons
- Ticket-based pricing can surprise
- AI resolutions billed separately
- Less flexible than Zendesk for non-ecom
Help Scout
Pros
- Onboarding in minutes; ratings around 4.6/5 (third-party)
- AI Answers priced per resolution, with a 3-month free trial
- AI Assist drafting unlimited on paid plans
- Free plan for up to 5 users
- Full price ladder published
Cons
- Shallow reporting on lower tiers
- No autonomous chatbot builder and thin native social channels
- The 26th agent on Standard forces the whole team to Plus
- Per-resolution AI billing is unpredictable at scale
- Not a fit for phone-heavy or enterprise-scale support
Which should you choose?
Help Scout is the lighter-weight option (Freemium), while Gorgias sits higher on the pricing ladder (Paid). Gorgias is built around shopify stores; Help Scout leans more toward small saas and ecommerce support teams working mostly from email. Shortlist the one whose strengths line up with your biggest constraint.
Still deciding between Gorgias and Help Scout?
Get one AI workflow a week showing Customer Support in a real stack — what they cost, and where each one breaks.