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Shared-inbox helpdesk with knowledge base, live chat and an AI agent billed per resolution.
Help Scout is a support desk built around a shared inbox rather than a ticket queue, so replies reach customers as ordinary email with no ticket numbers attached. On top of that it adds a hosted knowledge base, live chat, proactive in-app messages, reporting and a large integration catalogue covering Shopify and around a hundred other tools. The AI layer drafts and summarises inside the inbox, and a separate autonomous agent called AI Answers is billed at $0.75 per resolution instead of being folded into the seat price. The company has been fully remote since it started in 2011. A free plan covers five users; paid seats start at $25 a month.
Free plan: 5 users, 1 inbox, 1 docs site. Standard $25/user/month, Plus $45, Pro $75; annual billing saves about 16%. Extra inboxes $10-12/month, extra docs sites $20-24/month. AI Answers is a separate add-on at $0.75 per resolution with a three-month free trial.
Use tool ↗The oldest idea in the category done well: customers get an email, not a ticket, and your team gets a shared inbox with real reporting behind it. Fifteen years of remote operation shows in the polish and the integration list. The pricing is where to look hard - AI Answers is metered per resolution on top of seats, and extra inboxes and docs sites are billed separately, so the seat price is not the whole bill.
Watch out: Budget the AI agent separately: at $0.75 a resolution, a desk closing a few thousand conversations a month can spend more on AI than on seats.
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