Help Scout provides customer service platform. It is based in the United States.
Help Scout is an email-centric help desk for support teams that have outgrown a shared inbox but don't need Gorgias-scale or Zendesk-scale tooling. Per-seat pricing (not per-ticket) keeps costs predictable as volume grows. Best fit for smb and mid-market Shopify brands handling support over email with a small human team.
What Help Scout does for Shopify brands
- AI Answers resolves routine tickets with no human agent, cutting labor cost
- Beacon embedded knowledge base deflects inquiries before they reach the inbox
- AI Drafts pre-writes replies for tickets that still need human review
- Auto-assignment, round robin routing & saved replies cut minutes per ticket
Overview
Help Scout sells customer support software that brings email, SMS, social, chat and voice conversations into one shared inbox, with AI tools for replies, drafting and reporting. Its Shopify App Store listing says it shows conversations alongside order details and history. It is meant to help merchants handle customer messages in one place.
- Built for
- Customer-facing teams at small businesses, startups and non-profits, including ecommerce, SaaS, healthcare, education, financial services and other listed industries; the Shopify listing carries a Built for Shopify badge but names no required Shopify plan.
- Pricing
- A Free plan covers 5 users, 1 Inbox and 1 Docs site. Paid plans are priced per user per month: Standard $25, Plus $45, Pro $75 (Pro is booked through a demo). AI Answers is an add-on at $0.75 per resolution, with a 3-month free trial.
Products
- Inbox Brings email, SMS, social, chat and voice into one space with automatic assignments and workflows.
- Envoy Runs an AI agent, Scout, that answers customer requests and escalates to the team.
- Copilot Generates reply drafts, answers team questions and suggests triage inside Inbox.
- Signal Shows patterns across conversations to point out emerging issues and at-risk accounts.
- AI Answers Add-on AI agent that resolves customer requests, billed per resolution.
Integrations
Buyer notes
- Help Scout states it is HIPAA and SOC 2 Type II compliant; HIPAA compliance is listed under the Pro plan.
- Pro plan lists SSO/SAML, a dedicated onboarding specialist and a strategic account manager.
- User limits: Free up to 5, Standard up to 25, Plus up to 50, Pro unlimited with a minimum of 10.
- AI Answers has a 3-month free trial, and pre-paid discounts are available.
From Help Scout's own site and Shopify App Store listings, as of 2026-10-20.
How much does Help Scout cost?
A Free plan covers 5 users, 1 Inbox and 1 Docs site. Paid plans are priced per user per month: Standard $25, Plus $45, Pro $75 (Pro is booked through a demo). AI Answers is an add-on at $0.75 per resolution, with a 3-month free trial.
