Sold by: Help Scout
12,000 + businesses use Help Scout to delight and retain more customers across all their support channels. With email, chat, and social conversations in one place, nothing slips through the cracks. It is the only support platform built to scale the human touch (instead of replacing it). Create your free account to get started in minutes.
4.4
Overview
Help Scout is the AI support suite that turns customer conversations into growth and retention. For over 15 years, it's helped teams not only deliver world-class service, but understand the larger story of every customer relationship.
- Inbox brings every support channel into one space built for collaboration between teams and AI. In their first year, companies take on 56% more conversations on average.
- Envoy combines frontier AI models with insights learned from more than 3 billion conversations to power Scout, an AI agent that resolves 73% of conversations on average.
- Copilot acts as a senior-level teammate built right into the inbox so your team always knows the right next step.
- Signal gives support leaders the data to spot friction early and make better decisions across the whole business.
Intuitive enough to adopt in a day and powerful enough to grow with your business, 80% of customers stay for over 4 years. Join over 12,000 teams setting a new standard for service.
For custom pricing, EULA, or a private contract, please contact AWS-Marketplace@helpscout.com for a private offer.
Highlights
- Inbox brings every support channel into one space built for collaboration between teams and AI. In their first year, companies take on 56% more conversations on average.
- Envoy combines frontier AI models with insights learned from more than 3 billion conversations to power Scout, an AI agent that resolves 73% of conversations on average.
- Copilot acts as a senior-level teammate built right into the Inbox so your team always knows the right next step.
Details
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Delivery method
Deployed on AWS
New
Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Free | Includes 5 users, 1 Inbox, and 1 Docs site. | $0.00 |
Private Offer | Contact us for private pricing at AWS-Marketplace@helpscout.com | $0.01 |
Standard | Includes 1 user, 2 Inboxes, and 2 Docs sites. | $300.00 |
Plus | Includes 1 user, 5 Inboxes, and 3 Docs sites. | $540.00 |
Pro | Includes 10 users, 10 Inboxes, and 5 Docs sites. | $9,000.00 |
The following dimensions are not included in the contract terms, which will be charged based on your usage.
Dimension | Cost/unit |
|---|---|
Additional usage over contracted amount, billed at your plan rate. | $0.01 |
Dimensions summary
Help Scout offers tiered plans that scale by included users, Inboxes, and Docs sites. The Free plan covers 5 users, 1 Inbox, and 1 Docs site at no cost. Standard, Plus, and Pro increase these allowances as your needs grow. If you exceed your contracted amount, you pay extra at your plan rate. The Private Offer lets you arrange custom pricing by contacting the vendor. All plans are billed on a contract basis, so you choose the tier that fits your team size and support channel needs.
Top-of-mind questions for buyers
You pay for added capacity at your plan rate. Each extra Inbox beyond your included amount costs a set monthly fee. Each extra Docs site costs a separate monthly fee. Only the additional Inboxes or sites are charged, not your base allowance.
A user is a team member with a full seat in Help Scout. Standard and Plus each include 1 user, Pro includes 10 users. Light users let teammates view and collaborate without a full seat. Plus allows up to 25 light users, Pro up to 50.
Each tier raises your included users, Inboxes, and Docs sites. Standard gives 1 user, 2 Inboxes, 2 Docs sites. Plus gives 1 user, 5 Inboxes, 3 Docs sites. Pro gives 10 users, 10 Inboxes, 5 Docs sites. All three allowances increase together as you move up.
www.helpscout.com
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Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
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Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Best in class support 24/6 via chat or email at help@helpscout.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Gregory J.
Collaborative Inbox with Powerful Tagging, Team Features, and Automations
Reviewed on Oct 31, 2026
Review provided by G2
What do you like best about the product?
Collaborative inbox for customer support with robust tagging, team features, and workflow automations. Internal notes help us discuss issues without involving the customer or having to pass emails back and forth, which also prevents the conversation thread from getting lost.
The analytics are also helpful in mentoring my team to hit our customer service metrics.
The analytics are also helpful in mentoring my team to hit our customer service metrics.
What do you dislike about the product?
The HelpScout Docs are horrible. If you have multiple libraries, you cannot have a document reside in multiple places but instead need to create a copy in each repository. This is why we moved to a different documentation site.
What problems is the product solving and how is that benefiting you?
I resolve internal customer questions about our finance systems and processes by involving the right SMEs when needed and guiding people to our documentation site so they can use self-service support.
Nitin S.
Clean, Easy-to-Use Interface for Managing Customer Conversations
Reviewed on Aug 06, 2026
Review provided by G2
What do you like best about the product?
Help Scout has clean interface that make it easy to manage customer conversations.
What do you dislike about the product?
Some advanced automation features are limited.
What problems is the product solving and how is that benefiting you?
It is solving customer support problem and it helps improve response time.
Eklavya Y.
Clean, Easy-to-Use Interface That Keeps the Team Organized
Reviewed on Aug 04, 2026
Review provided by G2
What do you like best about the product?
its clean and effective interface , which easy to use ,its shared inbox keeps entire team organized while all features help resolve issues faster
What do you dislike about the product?
its one drawback is that some advance features is limited compared to larger henterprise help desk platform, and it become expensive as team grow
What problems is the product solving and how is that benefiting you?
it helps customer support by bringing all conversations into a shared inbox , easy to communicate , it improves response times and keeps customer history in one place
Afzal M.
Seamless, Human-Like Support Emails with Strong Behind-the-Scenes Collaboration
Reviewed on May 20, 2026
Review provided by G2
What do you like best about the product?
The best part about Help Scout is that it doesn't look like a ticketing system to the end user. In my line of work, I manage relationships with Tier-1 global crypto exchanges and high-volume institutional partners. When we are handling a sensitive $10M settlement exception or running a complex KYC/AML onboarding workflow, communicating via a robotic "Ticket #12345 has been created" email sets the wrong tone. Help Scout allows our operations, legal, and compliance teams to collaborate seamlessly behind the scenes using internal notes and collision detection, while the external partner just experiences a normal, highly responsive email thread.
What do you dislike about the product?
The native reporting and operational analytics are a bit too basic for my needs. To get the level of operational MI I require—like granular partner health metrics, specific SLA breaches, or complex resolution time tracking—I usually have to export the data and build custom dashboards in Tableau or Google Sheets. It also lacks some of the heavy-duty, enterprise-level routing logic you'd find in a tool like Zendesk.
What problems is the product solving and how is that benefiting you?
It centralizes our cross-functional communications. When we are migrating a token standard across 40+ exchanges, we have engineering, ops, and partner managers all needing visibility on the same communications. Help Scout acts as a shared source of truth that prevents duplicate replies and keeps the team aligned, which significantly speeds up our resolution times for settlement disputes and onboarding bottlenecks.
Milos J.
A solid ticketing system tool for communication via email
Reviewed on May 07, 2026
Review provided by G2
What do you like best about the product?
What I like most is the application interface, which is simple and contained within a single window. Unlike other similar applications that have multiple navigation menus and user account menus, everything here is so polished that it looks effortlessly simple.
The labels are aligned at the level of the ticket title, where the visibility is excellent.
The labels are aligned at the level of the ticket title, where the visibility is excellent.
What do you dislike about the product?
Limited capability for a broader ecosystem, for example for calls and chat.
What problems is the product solving and how is that benefiting you?
We use it as an email ticketing system for communication with our customers.