# Help Scout

Help Scout is a customer support platform for small and mid-size businesses, rated 4.4/5 on G2 from 400+ reviews. Profile: pricing, features, shared inbox, and how it compares to Zendesk.

**Category:** Customer support platform and shared inbox  
**Vendor:** Help Scout PBC  
**Founded:** 2011  
**HQ:** Boston, Massachusetts, US  
**Website:** https://www.helpscout.com  


## About

Help Scout is a customer support platform founded in 2011 by Nick Francis, Denny Swindle, and Jared McDaniel in Boston, Massachusetts. The platform provides a shared inbox, live chat (Beacon), a self-service knowledge base (Docs), and customer management tools designed to feel like email rather than a ticketing system. Help Scout differentiates by prioritizing human, relationship-driven support over ticket numbers and SLA dashboards. The company is organized as a Public Benefit Corporation and is known for its remote-first culture. Help Scout serves over 12,000 companies including Basecamp and Litmus. The company has raised $35M in total funding and is operated with a focus on sustainable, profitable growth.

## Ratings

| Source | Score | Reviews |
|---|---|---|
| G2 | 4.4/5 | ~400 |
| Capterra | 4.6/5 | ~200 |

## Funding

$35M

| Round | Amount | Date | Lead |
|---|---|---|---|
| Series A | $10M | 2015 | Foundry Group |
| Series B | $25M | 2019 | Benchmark |

## Viability

Stable. Mature product with 12K+ customers, PBC structure signals long-term orientation over exit. 15 years of operation without major issues. Safe choice for teams that want a calm, human-focused support tool.

## Pricing

Help Scout charges per user per month. Standard: $20/user/month (up to 25 users). Plus: $40/user/month (unlimited users, custom reports, HIPAA). Pro: $65/user/month (enterprise features). Most SMBs land on Standard or Plus. Minimum billing at 3 users on Standard.

| Plan | Price | Best for |
|---|---|---|
| Standard | $20/user/mo | Small support teams, up to 25 users |
| Plus | $40/user/mo | Growing teams, custom reports, HIPAA compliance |
| Pro | $65/user/mo | Larger support operations |

## What reviewers say

_~600 G2 and Capterra reviews, 2025-2026_

**Praised:**
- Feels like email rather than a ticketing system, which support teams love
- Best-in-class knowledge base (Docs) included in all plans
- HIPAA compliance available, rare at this price point
- Simple, clean UI that new agents can learn in under an hour

**Complaints:**
- Fewer automation and reporting features than Zendesk
- Beacon (live chat) less capable than dedicated chat tools
- No built-in phone support

## Compliance

- **SOC 2:** Yes (Type II)
- **GDPR:** Yes
- **HIPAA:** Yes (Business Associate Agreement available)
- **SSO:** Yes (Plus+)

## Integrations

- Shopify
- Salesforce
- HubSpot
- Slack
- Jira
- GitHub
- Stripe
- Klaviyo
- Zapier
- Segment

## FAQs

### Is Help Scout better than Zendesk for small teams?

For teams under 20 agents focused on email support, Help Scout is easier to use, less complex to administer, and comparably priced. Zendesk has more automation depth and reporting. Help Scout wins on simplicity and human-feel; Zendesk wins at scale.

### Does Help Scout include a knowledge base?

Yes. Help Scout Docs (knowledge base) is included in all plans. You can build a self-service help center with articles, categories, and search, accessible from the Beacon chat widget.


## Sources

- [Help Scout website](https://www.helpscout.com): Product and pricing
- [G2 Help Scout reviews](https://www.g2.com/products/help-scout/reviews): User reviews