# Help Scout vs Gorgias for help desk software

Help Scout and Gorgias are closely matched for core workflows. Both support API access, gdpr compliance, email ticketing, shared inbox, and live chat. Help Scout has confirmed free plan, macros, custom fields, and multiple brands.

## Key decision points

- Help Scout has confirmed free plan; free plan is not yet confirmed for Gorgias.
- Help Scout has confirmed macros; macros is not yet confirmed for Gorgias.
- Help Scout has confirmed custom fields; custom fields is not yet confirmed for Gorgias.
- Help Scout has confirmed multiple brands; multiple brands is not yet confirmed for Gorgias.

## Choose Help Scout if…

- Choose Help Scout if confirmed free plan matters to you; this detail is not yet confirmed for Gorgias.
- Choose Help Scout if confirmed macros matters to you; this detail is not yet confirmed for Gorgias.
- Choose Help Scout if confirmed custom fields matters to you; this detail is not yet confirmed for Gorgias.
- Choose Help Scout if confirmed multiple brands matters to you; this detail is not yet confirmed for Gorgias.

## Features

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| Email ticketing | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Shared inbox | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Live chat | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Phone support | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) |
| WhatsApp support | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Social media support | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Knowledge base | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| Customer portal | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| SLAs | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| Ticket routing | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Automation | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| Macros | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |
| AI replies | Yes (verified 4 September 2026; [source](https://www.helpscout.com/ai-features/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| AI ticket summaries | Yes (verified 4 September 2026; [source](https://www.helpscout.com/ai-features/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/products/voice)) |
| CSAT | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/ai-agent/support-skills)) |
| Custom fields | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |
| Multiple brands | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |
| Multiple inboxes | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |
| Multilingual support | Yes (verified 4 September 2026; [source](https://www.helpscout.com/ai-features/)) | Not confirmed |

## Integrations

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| Shopify integration | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/)) |
| CRM integrations | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Not confirmed |

## Technical

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| API | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |
| Webhooks | Yes (verified 4 September 2026; [source](https://www.helpscout.com/help-desk-integration/)) | Not confirmed |

## Platforms

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| Mobile apps | Yes (verified 4 September 2026; [source](https://www.helpscout.com/mobile/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/legal/terms-of-service)) |

## Security and compliance

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| GDPR compliance | Yes (verified 4 September 2026; [source](https://www.helpscout.com/company/legal/terms-of-service/)) | Yes (verified 4 September 2026; [source](https://www.gorgias.com/pricing)) |

## Pricing

| Feature | Help Scout | Gorgias |
| --- | --- | --- |
| Free plan | Yes (verified 4 September 2026; [source](https://www.helpscout.com/pricing/)) | Not confirmed |

## Evidence

- **Help Scout — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Email Manage customer emails as a team.”
- **Gorgias — Email ticketing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Help Scout — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.”
- **Gorgias — Shared inbox:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “One unified inbox across every channel”
- **Help Scout — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Live chat Offer live chat anywhere on your website or in-app.”
- **Gorgias — Live chat:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Help Scout — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Phone/voice Make and receive phone calls, logged in Help Scout. Via integration”
- **Gorgias — Phone support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “Support by phone, from your Helpdesk”
- **Help Scout — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “WhatsApp Handle customer conversations through WhatsApp.”
- **Gorgias — WhatsApp support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Help Scout — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.”
- **Gorgias — Social media support:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view”
- **Help Scout — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Knowledge base Docs sites Build a searchable and branded help center or knowledge base.”
- **Gorgias — Knowledge base:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Help Scout — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Secure customer portal”
- **Gorgias — Customer portal:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “Unlimited Help Centers”
- **Help Scout — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.”
- **Gorgias — SLAs:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “SLA”
- **Help Scout — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Routing Automatically assign conversations evenly across your team to balance the workload.”
- **Gorgias — Ticket routing:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Route, assign, and manage tickets across your team”
- **Help Scout — Automation:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Automation Workflows Organize, assign, or reply to conversations automatically.”
- **Gorgias — Automation:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Automate 60% of support”
- **Help Scout — Macros:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.”
- **Help Scout — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.”
- **Gorgias — AI replies:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “AI Agent trained on your brand”
- **Help Scout — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.”
- **Gorgias — AI ticket summaries:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/products/voice. Evidence: “AI-Summaries | Get instant call and voicemail transcripts and summaries”
- **Help Scout — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.”
- **Gorgias — CSAT:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/ai-agent/support-skills. Evidence: “drive your CSAT scores up”
- **Help Scout — Custom fields:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.”
- **Help Scout — Multiple brands:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Multiple knowledge bases”
- **Help Scout — Multiple inboxes:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “Multiple Inboxes Give every department or product its own dedicated place for support.”
- **Help Scout — Multilingual support:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/ai-features/. Evidence: “Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.”
- **Help Scout — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Shopify”
- **Gorgias — Shopify integration:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/. Evidence: “Native Shopify integration”
- **Help Scout — CRM integrations:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Salesforce”
- **Help Scout — API:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Build with the Help Scout API Check out our developer docs to create your own apps and integrations.”
- **Gorgias — API:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “API rate limit 2 req/s”
- **Help Scout — Webhooks:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/help-desk-integration/. Evidence: “Webhooks”
- **Help Scout — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/mobile/. Evidence: “Download the free Help Scout mobile app today.”
- **Gorgias — Mobile apps:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/legal/terms-of-service. Evidence: “Mobile Apps”
- **Help Scout — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/company/legal/terms-of-service/. Evidence: “Data Processing Amendment”
- **Gorgias — GDPR compliance:** Yes. Last verified 4 September 2026. Source: https://www.gorgias.com/pricing. Evidence: “GDPR / CCPA compliance”
- **Help Scout — Free plan:** Yes. Last verified 4 September 2026. Source: https://www.helpscout.com/pricing/. Evidence: “The Free plan includes 5 users, 1 Inbox, and 1 Docs site.”