{
  "schemaVersion": 1,
  "id": "help-scout-vs-gorgias",
  "products": [
    "help-scout",
    "gorgias"
  ],
  "conclusion": "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.",
  "decisionPoints": [
    {
      "path": "pricing.freeTier",
      "importance": 9,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed free plan; free plan is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.macros",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed macros; macros is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.customFields",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed custom fields; custom fields is not yet confirmed for Gorgias."
    },
    {
      "path": "vertical.multipleBrands",
      "importance": 7,
      "kind": "evidence-gap",
      "text": "Help Scout has confirmed multiple brands; multiple brands is not yet confirmed for Gorgias."
    }
  ],
  "sharedStrengths": [
    {
      "path": "technical.api",
      "label": "API",
      "importance": 8
    },
    {
      "path": "vertical.gdprCompliance",
      "label": "GDPR compliance",
      "importance": 8
    },
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "importance": 7
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "importance": 7
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "importance": 7
    }
  ],
  "coverage": {
    "a": 93,
    "b": 64,
    "gap": 29
  },
  "facts": [
    {
      "path": "vertical.emailTicketing",
      "label": "Email ticketing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Email Manage customer emails as a team.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.sharedInbox",
      "label": "Shared inbox",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Shared Inbox Inboxes Collaborate on customer conversations in a shared workspace.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "One unified inbox across every channel",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.liveChat",
      "label": "Live chat",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Live chat Offer live chat anywhere on your website or in-app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.phoneSupport",
      "label": "Phone support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Phone/voice Make and receive phone calls, logged in Help Scout. Via integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "Support by phone, from your Helpdesk",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.whatsappSupport",
      "label": "WhatsApp support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "WhatsApp Handle customer conversations through WhatsApp.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.socialMediaSupport",
      "label": "Social media support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Messenger Handle customer conversations through Facebook Messenger. Instagram Handle customer conversations through Instagram.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Email, chat, SMS, WhatsApp, Instagram, and Facebook in one view",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.knowledgeBase",
      "label": "Knowledge base",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Knowledge base Docs sites Build a searchable and branded help center or knowledge base.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customerPortal",
      "label": "Customer portal",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Secure customer portal",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "Unlimited Help Centers",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.slas",
      "label": "SLAs",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Service Level Agreements (SLAs) Set and track response targets across conversations to keep work on schedule.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "SLA",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.ticketRouting",
      "label": "Ticket routing",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Routing Automatically assign conversations evenly across your team to balance the workload.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Route, assign, and manage tickets across your team",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.automation",
      "label": "Automation",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Automation Workflows Organize, assign, or reply to conversations automatically.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Automate 60% of support",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.macros",
      "label": "Macros",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Saved replies Create a library of FAQ responses you can search and insert in 2 clicks.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.aiReplies",
      "label": "AI replies",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Draft accurate replies with a click Get a head start on any reply with unlimited AI drafting, backed by your sources.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "AI Agent trained on your brand",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.aiTicketSummaries",
      "label": "AI ticket summaries",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Summarize long threads Pull critical context from back-and-forth messages to keep conversations moving.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-6b02c31fb3fcf2d1"
        ],
        "evidence": [
          {
            "sourceId": "ingest-6b02c31fb3fcf2d1",
            "excerpt": "AI-Summaries | Get instant call and voicemail transcripts and summaries",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.collisionDetection",
      "label": "Collision detection",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.csat",
      "label": "CSAT",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Surveys, CSAT, NPS Collect survey responses and ratings anywhere on your website or in your app.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-a272f15692fe725a"
        ],
        "evidence": [
          {
            "sourceId": "ingest-a272f15692fe725a",
            "excerpt": "drive your CSAT scores up",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.customFields",
      "label": "Custom fields",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Custom fields Track up to 10 custom data points on each conversation for use in reporting and workflows.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleBrands",
      "label": "Multiple brands",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple knowledge bases",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multipleInboxes",
      "label": "Multiple inboxes",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-73cced5714c21282"
        ],
        "evidence": [
          {
            "sourceId": "ingest-73cced5714c21282",
            "excerpt": "Multiple Inboxes Give every department or product its own dedicated place for support.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.multilingualSupport",
      "label": "Multilingual support",
      "group": "Features",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-50f7897ce63f29a7"
        ],
        "evidence": [
          {
            "sourceId": "ingest-50f7897ce63f29a7",
            "excerpt": "Does AI Answers support multiple languages? Yes, AI Answers can handle conversations in over 50 languages, including Spanish, French, and many others.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "vertical.shopifyIntegration",
      "label": "Shopify integration",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Shopify",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-960e953ccf6a0e95"
        ],
        "evidence": [
          {
            "sourceId": "ingest-960e953ccf6a0e95",
            "excerpt": "Native Shopify integration",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "vertical.crmIntegrations",
      "label": "CRM integrations",
      "group": "Integrations",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Salesforce",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": null,
        "status": "unknown",
        "sourceIds": [],
        "evidence": [],
        "verifiedAt": null
      }
    },
    {
      "path": "technical.api",
      "label": "API",
      "group": "Technical",
      "importance": 8,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-daed35745a9a2cd3"
        ],
        "evidence": [
          {
            "sourceId": "ingest-daed35745a9a2cd3",
            "excerpt": "Build with the Help Scout API Check out our developer docs to create your own apps and integrations.",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      },
      "gorgias": {
        "value": true,
        "status": "verified",
        "sourceIds": [
          "ingest-462d274c1c8d721d"
        ],
        "evidence": [
          {
            "sourceId": "ingest-462d274c1c8d721d",
            "excerpt": "API rate limit 2 req/s",
            "supports": "positive"
          }
        ],
        "verifiedAt": "2026-09-04"
      }
    },
    {
      "path": "technical.webhooks",
      "label": "Webhooks",
      "group": "Technical",
      "importance": 7,
      "includeInCoverage": true,
      "help-scout": {
        "value": true,
        "status": "verified",
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}