Help Desk Software · reliability comparison
Gorgias vs Help Scout: which is more reliable? (2026)
Help Scout is more reliable than Gorgias, scoring 89.2 vs 43.0 out of 100. Over the last 90 days Gorgias reported 19 incidents and Help Scout reported 6, with effective uptime of 97.97% and 99.91% respectively. Help Scout resolves incidents faster on average (2h).
Data updated Nov 1, 2026 · How we score
| Metric | Gorgias | Help Scout |
|---|---|---|
| Reliability score | 43.0 | 89.2 |
| Rank (help desk platforms) | #13 | #7 |
| Uptime (90 days) | 97.97% | 99.91% |
| Incidents (90 days) | 19 | 6 |
| Partial / major outages | 13 | 0 |
| Avg time to resolve | 5h 35m | 2h |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Gorgias and Help Scout differ
- Gorgias reported 3.2× as many incidents as Help Scout over the last 90 days (19 vs 6).
- Gorgias had 13 partial or major outages, compared with 0 for Help Scout.
- Help Scout fixes problems faster: 2h on average, against 5h 35m for Gorgias (2.8× quicker).
- Gorgias's longest outage on record lasted 2d 3h (Jul 15, 2026); Help Scout's lasted 6h 44m (Jul 14, 2026).
90-day uptime
Gorgias
Help Scout
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Gorgias incidents
- Partial outageOct 30, 2026 · resolved in 19h 38m
Mobile app authentication issues resolvedofficial update ↗
Affected: Mobile Apps
- Major outageOct 30, 2026 · resolved in 53m
- InformationalOct 29, 2026 · ongoing
Instagram messages delayed or not appearing in Gorgias
Affected: Instagram comments, Instagram Direct Messages
- Partial outageOct 26, 2026 · resolved in 1h 8m
- InformationalOct 22, 2026 · resolved in 5d 3h
- Degraded performanceOct 19, 2026 · resolved in 46m
Recent Help Scout incidents
- Degraded performanceSep 22, 2026 · resolved in 36m
Mailbox counts, folders, reports, search results
Affected: Mailbox counts, folders, reports, search results
- Degraded performanceAug 31, 2026 · resolved in 3h 57m
Affected: Mailbox counts, folders, reports, search results
- Degraded performanceAug 18, 2026 · resolved in 3h 12m
Affected: AI Drafts, AI Answers, AI Summarize, AI Assist
- Degraded performanceAug 14, 2026 · resolved in 1h 18m
Affected: Beacon
- Degraded performanceAug 13, 2026 · resolved in 1h 42m
Affected: Web App
- Degraded performanceAug 6, 2026 · resolved in 1h 13m
Affected: Mailbox counts, folders, reports, search results
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Kustomer · #3 · 99.99% uptime
- Tidio · #4 · 99.98% uptime