Pricing behavior — Customer Support
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Pricing
Pricing for Help Scout
How pricing changes as you scale: upgrade triggers, cost cliffs, and plan structure (not a live price list).
Sources linked — see verification below.
Freshness & verification
Pricing behavior (not a price list)
These points describe when users typically pay more and what usage patterns trigger upgrades.
Actions that trigger upgrades
- Outgrow 2 mailboxes—additional Inboxes $10/mo each
- Need 2+ Docs sites—$20/mo per additional site
- Workflows exceed 150 (Standard) or 500 (Plus)—Pro required for unlimited
- Team grows beyond 25 (Standard) or 50 (Plus) users
- SSO/SAML required—add-on on Plus or native on Pro
- HIPAA compliance—Pro tier with dedicated onboarding
What gets expensive first
- Additional Inboxes $10/mo, Docs sites $20/mo; multi-inbox/multi-docs add 30%+ to bill
- Contacts: Free 100/mo; paid plans unlimited but 'contact' definition matters for billing
- AI Answers $0.75/resolution; can set monthly cap but disables when hit
- Integrations: Free limited to 1; Plus+ for Salesforce, HubSpot, Jira
- API rate limits (200–800/min) can throttle high-volume integrations
- Light users and beacon: verify seat vs user math for pricing
Plans and variants (structural only)
Grouped by type to show structure, not to rank or recommend SKUs.
Plans
- Standard - $25/user/mo - 2 mailboxes, basic shared inbox
Enterprise
- Plus - $50/user/mo - Custom fields and advanced permissions
- Pro - custom - Enterprise features and SLA
Next step: constraints + what breaks first
Pricing tells you the cost cliffs; constraints tell you what forces a redesign.
Open the full decision brief →Sources & verification
Pricing and behavioral information comes from public documentation and structured research. When information is incomplete or volatile, we prefer to say so rather than guess.