Help Scout features: tier-by-tier list (2026)
Shared inbox helpdesk priced per user. Extra inboxes and Docs sites bill separately, and AI Answers is per resolution.
Core capabilities (23)
Never miss a message
Assign conversations automatically (or with a click) so the right people always see them.
Source · core
Treat everyone like a VIP
Get company-level context View related conversations and all the details you need to support full accounts. Know customers instantly Customer profiles pull in details from other apps so you don’t have to hunt them down.
Source · core
Start for Free
Learn the platform in less than an hour. Become a power user in less than a day.
Source · core
View related conversations and all the details you
View related conversations and all the details you need to support full accounts.
Source · core
Customer profiles pull in details from other apps
Customer profiles pull in details from other apps so you don’t have to hunt them down.
Source · core
Understand how your customers are feeling with easy
Understand how your customers are feeling with easy satisfaction ratings built into every email.
Source · core
Group conversations with custom filters like “VIP,” “Waiting
Group conversations with custom filters like “VIP,” “Waiting over 24 hours,” and more.
Source · core
Delight more customers in less time
Exceptional experiences can turn your customers into lifelong fans. Being customer-first will set you apart from the competition. All your conversations in one place Juggling email, live chat, and social?
Source · core
A seamless self-service experience
Help customers find answers to common questions themselves in a snap, and reduce email volume by 30% for your team.
Source · core
Best in class support, 24/6
You’ll never hit a roadblock with friendly, knowledgeable pros just a click away.
Source · core
Practical training in every format
No matter what challenge your team takes on next, you’ll find a guide, class, or walkthrough to make it easier.
Source · core
Juggling email, live chat, and social
Juggling email, live chat, and social? Bring all your customer conversations together so you can work faster and get more done.
Source · core
So familiar and intuitive that you can start
So familiar and intuitive that you can start helping customers in 15 minutes and become power users in just a day.
Source · core
Know exactly who you’re talking to with previous
Know exactly who you’re talking to with previous conversations and app activity at your fingertips.
Source · core
Help Desk
[ edit ] Help Scout's support software operates like a shared email inbox. The platform enables large teams to provide customer support via email using their tool. [ 13 ] It integrates with live chat , phone systems , CRMs , and email marketing tools.
Source · core
Open source contribution
[ edit ] This article needs additional citations for verification . Please help improve this article by adding citations to reliable sources . Unsourced material may be challenged and removed.
Source · core
Awards, recognition, and philanthropy
[ edit ] In December 2011, Help Scout participated in a fundraising initiative for Acumen , a charity fighting poverty, donating over $100,000 from the sale of a poster featuring Steve Jobs' quote “Here’s to the crazy ones.” [ 20 ] [ 21 ] In No
Source · core
Help Scout , (known as Help Scout PBC
Help Scout , (known as Help Scout PBC ) is a global remote company headquartered in Boston , Massachusetts .
Source · core
Help Scout's support software operates like a shared
Help Scout's support software operates like a shared email inbox. The platform enables large teams to provide customer support via email using their tool.
Source · core
One of the developers at Help Scout created
One of the developers at Help Scout created an open-source CSS framework used to style their marketing website. Named Seed, this framework is written using Sass and follows the BEM and ITCSS naming architecture.
Source · core
In December 2011, Help Scout participated in a
In December 2011, Help Scout participated in a fundraising initiative for Acumen , a charity fighting poverty, donating over $100,000 from the sale of a poster featuring Steve Jobs' quote “Here’s to the crazy ones.”
Source · core
In November 2015, Help Scout was named by
In November 2015, Help Scout was named by AppStorm as one of six customer service software offerings to delight customers on Mac .
Source · core
Help Scout's work culture and job descriptions have
Help Scout's work culture and job descriptions have also been acknowledged, winning the “Best Job Description” award from The Workies Awards by Workable in 2015.
Source · core
AI features (3)
Respond in hours, not days
AI Drafts Let AI give you a head start on a reply, or even draft responses automatically. Workflows Automate just about any manual process, from assigning, to tagging, and beyond.
Source · ai automation
Tools that help the team move faster
Supercharge support with AI Use AI to write and improve your replies, summarize all your convos, and streamline everything you do. Stay in sync Your team will love how easy it is to stay organized and on the same page.
Source · ai
Use AI to write and improve your replies
Use AI to write and improve your replies, summarize all your convos, and streamline everything you do.
Source · ai
Collaboration (1)
Every channel in one place
With email, chat, phone calls, and social under one roof, nothing slips through the cracks.
Source · collab
See Help Scout pricing in detail
This page lists what Help Scout does. For per-seat math, tier comparison, and the full hidden-fee list, see the Help Scout pricing breakdown.
Closest alternatives
Other customer support tools buyers shortlist when they evaluate Help Scout.
Sources
- https://www.helpscout.com/features
- https://www.helpscout.com/platform
- https://en.wikipedia.org/wiki/Help_Scout
Features evolve. Confirm directly with the vendor before purchase decisions. This list was last refreshed on 2026-05-27.
Frequently asked questions
What features does Help Scout include?
This page tracks 27 verified Help Scout features across 3 categories, sourced from Help Scout's official site and Wikipedia.
Which tier do I need for Help Scout?
Help Scout's feature availability varies by plan. Compare the public Help Scout tiers, calculator, and hidden fees on the Help Scout pricing page.
How does Help Scout compare on features to alternatives?
Buyers commonly compare Help Scout against Freshdesk, Front, Zendesk. Each alternative's feature page is linked below where we cover it.