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 a shared inbox built for small and medium-sized teams. Instead of juggling replies in Gmail or Outlook, where emails pile up go unanswered or take too long to resolve, Help Scout gives you a collaborative workspace that keeps everything organized. It pulls messages from email, live chat, social media, and more into what inbox, making it easy to manage everything in one place.
With advanced tools for collaboration and organization, teams using Help Scout are able to assist 52% more customers. Those who take advantage of the platform's AI features see an additional 36% boost in productivity. Plus, you can build help centers and embed support options directly on your website or app, giving customers instant answers and reducing support volume by 30%.
It's no wonder Help Scout is a favorite among support professionals and customers. You can get started in just 15 minutes and become a power user within a day. Teams using Help Scout achieve 25% higher CSAT scores than the industry average and consistently surpass their metrics, helping more customers while delivering exceptional service.
Core capabilities include:
- Inbox that centralizes customer conversations across email, live chat, and social media
- Knowledge base management
- Self-service tools
- AI-powered features
- Real-time reporting and analytics
- Over 90 Integrations
Plans & Pricing: Each plan has a different feature-set & pricing: https://www.helpscout.com/pricing/
For custom pricing, EULA, or a private contract, please contact AWS-Marketplace@helpscout.com for a private offer.
Highlights
- Inbox to centralize conversations: Streamline all your customer interactions, email, live chat, and social media, into one platform that boosts productivity and fosters collaboration.
- Self-service tools to give customers 24/7 access to instant answers for common questions, and reduce your team's email volume by 30%.
- AI features to boost productivity: With just a few clicks, Help Scout's AI drafts responses, answers questions, summarizes threads, and refines message tone, speeding up replies and enhancing customer satisfaction.
Details
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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 |
Dimension | Cost/unit |
|---|---|
Additional usage over contracted amount, billed at your plan rate. | $0.01 |
Dimensions summary
You choose a plan based on how many users, Inboxes, and Docs sites your team needs. The Free plan covers 5 users, 1 Inbox, and 1 Docs site. Standard, Plus, and Pro scale up the included users, Inboxes, and Docs sites at each level. If your team goes beyond your contracted amount, the extra usage bills at your plan's rate. A Private Offer lets you request custom pricing directly from the vendor. Pick the plan that matches your capacity, then add usage as your needs grow.
Top-of-mind questions for buyers
You can add Inboxes and Docs sites beyond your plan's included counts. Extra usage over your contracted amount bills at your plan's rate. Each Standard, Plus, and Pro plan includes a set number of Inboxes and Docs sites, so additions apply only to what exceeds that.
A user is a member of your team in Help Scout. The Free plan includes 5 users. Standard and Plus each include 1 user, while Pro includes 10 users. Light users, who view and collaborate without a full seat, are counted separately and are not full billed users.
Yes. Each plan sets its own included users, Inboxes, and Docs sites. Standard includes 1 user, 2 Inboxes, and 2 Docs sites. Plus includes 1 user, 5 Inboxes, and 3 Docs sites. Pro includes 10 users, 10 Inboxes, and 5 Docs sites. Moving up raises these included counts.
www.helpscout.com
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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
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.
Noxy P.
Customer Context at a Glance with Human, Efficient Workflows
Reviewed on Apr 19, 2026
Review provided by G2
What do you like best about the product?
I appreciate the variety of tools Help Scout offers for managing our team’s support workflow. We rely heavily on chat and email, but it’s also really useful to have built-in automations, saved replies, and Beacon messaging available. Lately, we’ve been taking advantage of their newer AI features, which have become part of our regular process. All of this helps us stay connected with our customers, better understand their experience with our product, and deliver a high level of customer support.
What do you dislike about the product?
More flexibility and customization options would be really valuable. We already have a fairly deep integration with our own product, but being able to tailor it even further to better support our customers day to day would make a big difference. We’ve also experienced periodic outages, which can be frustrating. When the system goes down, it limits our ability to communicate with users, which can impact their trust in our business. Additionally, the current limitations around customization mean we’re missing chances to improve the experience—like offering more tailored ways for customers to find the resources they need.s on the fly.
What problems is the product solving and how is that benefiting you?
I use Help Scout to respond to customer inquiries, chat with users, set up automations, and equip them with the resources they need to succeed. It gives us clear insight into their journey and helps us deliver high-quality customer support.
Magdalena O.
Robust Features but Requires Improved Reliability
Reviewed on Apr 08, 2026
Review provided by G2
What do you like best about the product?
I like Help Scout's wide range of features for my team's support setup. We use chat and email a lot, but it's great that there are also pre-baked automations, saved replies, and beacon messages. Recently, they've launched a bunch of AI features that we use regularly. These aspects help us stay in touch with our customers, understand their journey and experience with our product, and enable us to offer first-class customer support.
What do you dislike about the product?
More customisation would be handy. We have a rather deep integration with our own product, but getting it to work even closer to our customers on a daily basis would be great. They also seem to have regular outages, which is a pain. When there's an outage, we often can't contact our users, and it's detrimental to their trust in our business. Lack of better customisation means we're missing out on business opportunities, like giving people more options to find the right resources.
What problems is the product solving and how is that benefiting you?
I use Help Scout for replying to customers' questions, chatting with them, setting up automations, and providing them with the tools they need to succeed. It helps us have a good understanding of their journey and offer first-class customer support.
Emily J.
Great for Tracking Tickets, but CRM Integration Is Missing
Reviewed on Mar 03, 2026
Review provided by G2
What do you like best about the product?
It is very easy to keep track of incoming tickets
What do you dislike about the product?
it is not integrated in my CRM, I like having easy access to all the history of my clients when I have a ticket
What problems is the product solving and how is that benefiting you?
I have a very complete service hub with my knowledgebase and tickets