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Edition 2 (Q3 2026) · published · observed 21 Sept – 12 Oct 2026 · 75 products · current view

Help Scout pricing, reviewed

How Help Scout has priced its AI from January 2025 to now — the rung, the moves, and where it's headed.

  • CompanyHelp Scout
  • CategorySupport & CX
  • AudienceBusiness
  • PatternMigrate
  • Last observedOct 2026
  • Confidencemedium
  1. Jan 2025 Rung 2 · Soft meter
  2. Dec 2025 → now Rung 5b · Per-outcome Contact-based plans with AI included replaced by per-user plans plus 'AI Answers Add-on $0.75 per resolution' between the 2025-11-06 and 2025-12-14 captures

Moved across the continuum this window — pattern: Migrate.

The short version It walked its existing product rightward, from access pricing toward usage pricing.

The verdict

In January 2025 Help Scout's AI carried no price of its own. The pricing page archived on 15 January 2025 sold contact-based plans launched in November 2024 — Free at $0 for up to 50 contacts, Standard at $50 and Plus at $75 a month for 100 contacts, all "with unlimited users" — and stated "Help Scout has no per-seat or AI usage fees. We earn revenue when you help customers." AI Answers was available on every contact-based plan; a visitor it resolved counted as a contact, and the contact tier was set by average volume under a fair-billing policy, not by a stop or a per-unit charge. That model was still on the page on 6 November 2025. By 14 December 2025 the page had returned to per-user plans ($25 / $45 / $75 per user, annual) with "AI Answers Add-on … $0.75 per resolution", the unit "a single conversation that is resolved by AI Answers without human assistance", a user-set monthly cap and three-month trial. The 10 October 2026 capture shows that state: Standard $30, Plus $54, Pro $90 per user month-to-month (annual $25 / $45 / $75), nothing included, $0.75 per resolution in arrears.

Current pricing snapshot

As published on Help Scout's own pages · captured Oct 10, 2026. Unit: AI resolutions (AI Answers).

PlanPrice / moIncludedAt zeroTop-up vs plan
Standard $30 0 Auto overage $0.75 each
Plus $54 0 Auto overage $0.75 each
Pro $90 0 Auto overage $0.75 each
Credit ↔ dollar
Pegged — one credit is a fixed $ amount
Credit burn rate
Flat per action
Billing
Monthly or annual · 16.67% off annual
Included credits
Unstated
Purchased credits
Unstated

Stress-test Help Scout's pricing in the calculator →

What changed

No dated repricing events are itemized for Help Scout in this edition's log (the pricing history is in the verdict above). New moves are added to the change log as they're captured.

Where it's headed

Having moved the AI from an included feature to a pure per-resolution charge in one step, the next lever is price rather than structure: the page already advertises unpriced "Pre-paid discounts", so published prepaid resolution packs below $0.75 are the likelier next change.

A read on the likely next move from where Help Scout sits today — association, not a forecast (the panel is observed, not sampled). How the continuum works →

Sourced from Help Scout's official pricing pages and archived snapshots. Primary: pricing page. Method & limits: Methodology & data.