Help Scout
The human-feeling shared inbox, now with AI Answers.
About
Help Scout is the helpdesk for teams that want support to feel like email, not tickets: a shared inbox with collision detection, saved replies, and a built-in knowledge base, deliberately free of bloat. Its AI layer has two parts — AI Assist and AI Drafts, unlimited on paid plans — and AI Answers, a customer-facing chatbot billed at $0.75 per resolution as an add-on, with a monthly spend cap and three months of free unlimited resolutions for new accounts.
The per-resolution meter means the AI bill follows volume, which is fair but worth forecasting. Plans run $25–$75 per user per month billed annually, and compliance tops out at SOC 2 with HIPAA on higher tiers — there is no ISO 27001 or FedRAMP. G2 reviewers rate it 4.6/5 across thousands of reviews, consistently praising ease of use over raw automation power.
What it can do
- Shared inbox, AI Answers chatbot ($0.75/resolution), AI Assist and AI Drafts, knowledge base (Docs), live chat, workflows, collision detection, reporting
Setup
Create a Help Scout account, add a mailbox and Docs site, then enable AI Answers from settings.
Prerequisites
A Help Scout plan; AI Answers is a paid add-on.
Use cases
Works with
Trust score — 7/10
Scored 7/10 (verified tier, metrics-v1). Evidence: Human-feeling shared inbox; AI Answers chatbot $0.75/resolution add-on with spend cap; AI Assist/Drafts unlimited on paid plans; verified via eesel guide, comparisons.customgpt.ai, softwareworld; Plans $25/$45/$75 per user/mo billed annually; 3 months free unlimited AI resolutions for new accounts; G2 4.6/5 (2,800+ reviews); no ISO 27001/FedRAMP; AI is an add-on meter.
Sources
Every fact above was checked against these sources. Where a claim comes from the provider and couldn't be independently verified, the text says so.