Help Desk Software
Help Scout: features, pricing and who it fits
Help Scout keeps things simple: a shared inbox plus a Docs site for help articles. Five users or fewer pay nothing, then Standard is $25 per user. HIPAA support with a BAA needs the Pro plan, and its AI Answers feature costs $0.75 for each resolution, with a spending cap available.
Who Help Scout is for
Best for
- Small support teams under 25 users that want a simple inbox plus Docs
- Teams needing HIPAA support (Pro plan, BAA)
Look elsewhere if
- Teams needing SSO below the Pro plan (SSO is an add-on or Pro, 10 users minimum)
Fit by company size
| Category | 1-10 people | 11-50 people | 51-500 people | 500+ people |
|---|---|---|---|---|
| Help Desk Software | Strong fit | Strong fit | Workable | No data |
| Knowledge Base Software | Strong fit | Strong fit | Workable | No data |
Strong fitWorkablePoor fitNo data from the vendor
Help Scout features
- Ticket automation and routing
- Advanced workflows and round robin on Plus; unlimited workflows and SLAs on Pro
- Knowledge base and self-service
- Docs site included (1 on Free; additional sites $20/month annual)
- AI agents and assistance
- AI Answers $0.75 per resolution; monthly spend cap available; 3 months free for new accounts
- Integrations
- Salesforce, Jira, HubSpot on Plus
- Pricing model
- Per user plus per-resolution AI
- Target company size
- Under 25 users on Standard; Pro for larger
- Help desk and chat integrations
- Salesforce, Jira, HubSpot on Plus
Help Scout pricing
| Plan | Price | Unit | Notes |
|---|---|---|---|
| Free | $0 | up to 5 users | 1 inbox, 1 Docs site, 100 contacts/month |
| Standard | $25 | per user/month | Up to 25 users; 100 contacts/month; 15-day trial |
| Plus | $45 | per user/month | Up to 50 users; unlimited contacts; Salesforce, Jira, HubSpot |
| Pro | $75 | per user/month | Minimum 10 users; SSO/SAML, HIPAA; trial via sales |
Annual toggle shows 16% discount; annual and monthly prices are not listed separately here.
Prices as published by Help Scout on the date above. Quotes for larger teams often differ, which is what a request on SaaSBid surfaces.
Integrations, security and hosting
- Security and compliance
- SOC 2 Type 2 (Security and Availability), HIPAA (BAA required)
- Data residency
- AWS, region not published
- Implementation
- Pro includes onboarding specialist
Worth knowing before you buy
- Free and Standard cap contacts at 100 per month
- AI Answers is $0.75 per resolution with an optional monthly spending cap
- Pro requires at least 10 users and holds SSO/SAML and HIPAA
- Hosted on AWS, region not stated; public DPA exists
- Extra inboxes $10/month annual, extra Docs sites $20/month annual
