Help Scout plans and documented features
Each row shows what Help Scout's own pricing pages and help articles say about one feature on each plan.
Last checked:
| Feature | Free | Standard | Plus | Pro |
|---|---|---|---|---|
| SLA policies | Not listed | Included | Included | Included |
| Automatic assignment | Not listed | Not listed | Included | Included |
| Custom agent roles | Not listed | Not listed | Not listed | Not listed |
| SAML single sign-on | Not listed | Add-on only | Add-on only | Included |
| Public knowledge base | Included | Included | Included | Included |
| Custom reports | Not listed | Not listed | Not listed | Not listed |
| Listed prices (USD) | $0 | $25 per user/month billed annually · $30 per user/month billed monthly | $45 per user/month billed annually · $54 per user/month billed monthly | $75 per user/month billed annually · $90 per user/month billed monthly |
Not listed: the vendor's pricing and help pages we checked don't mention it for this plan. That doesn't mean it's missing. Add-on only: the vendor documents it on this plan only with a paid add-on or extra condition.
Price source · checked 6 Oct 2026
Help Scout pricing page · Help Scout
SLA policies
Source for SLA policies · checked 6 Oct 2026
Create and manage service level agreements (SLAs) · Help Scout · checked
“Plans With Access Standard — One basic SLA policy with no conditions Plus — Two SLA policies with conditions Pro — Unlimited SLA policies with conditions”
Create and manage service level agreements (SLAs) · Help Scout · checked
Help Scout pricing page · Help Scout · checked
Vendor plan table: Service Level Agreements (SLAs) | Set and track response targets across conversations to keep work on schedule. | Free: — | Standard: 1 basic policy | Plus: 2 advanced policies | Pro: Unlimited
Automatic assignment
Source for Automatic assignment · checked 6 Oct 2026
Use routing to automatically assign conversations · Help Scout · checked
“Plans With Access Plus — Round Robin Pro — Round Robin and Balanced”
Use routing to automatically assign conversations · Help Scout · checked
“Routing helps your team distribute conversations fairly and efficiently by automatically assigning conversations that land in the Unassigned folder to available teammates.”
Help Scout pricing page · Help Scout · checked
Vendor plan table: Routing | Automatically assign conversations evenly across your team to balance the workload. | Free: — | Standard: — | Plus: Round robin | Pro: Round robin + load balanced
Custom agent roles
Not listed in the vendor pages we checked; check with Help Scout.
Why? and source for Custom agent roles · checked 6 Oct 2026
Custom agent roles: Not listed. Help Scout documents four fixed roles; Plus and Pro can set custom permissions on individual users, but no page describes creating a new named role. That doesn't mean it's missing.
- Documentation lists four fixed roles (Account Owner, Administrator, User, Light User). Plus and Pro can set custom permissions on individual Administrators and Users, and role permissions are adjustable; no source describes creating a new named role.
- No source says creating a role is unavailable, so this is not listed rather than not included.
User roles and permissions · Help Scout · checked
“Plus and Pro plans can also set custom permissions on individual Administrators and Users.”
Help Scout pricing page · Help Scout · checked
Vendor plan table: Advanced permissions | Control visibility and access at the company, team, or user level. | Free: — | Standard: — | Plus: ✓ | Pro: ✓
SAML single sign-on
Source for SAML single sign-on · checked 6 Oct 2026
Help Scout pricing page · Help Scout · checked
Vendor plan table: SSO/SAML | Sign in to Help Scout with your company's SSO credentials using any SAML-compatible identity provider | Free: — | Standard: Add-on | Plus: Add-on | Pro: ✓
Enable SSO in your account · Help Scout · checked
“This feature is available on the Pro plan.”
Public knowledge base
Source for Public knowledge base · checked 6 Oct 2026
Help Scout Docs · Help Scout · checked
“Docs allows you to create a public support website, or knowledge base.”
Help Scout Docs · Help Scout · checked
“All Help Scout plans include at least 1 Docs site.”
Help Scout pricing page · Help Scout · checked
Vendor plan table: Docs sites | Build a searchable and branded help center or knowledge base. | Free: 1 | Standard: 2 (additional sites $20/mo) | Plus: 3 (additional sites $20/mo) | Pro: 5 (additional sites $20/mo)
Custom reports
Not listed in the vendor pages we checked; check with Help Scout.
Why? and source for Custom reports · checked 6 Oct 2026
Custom reports: Not listed. Help Scout offers saved filter views over its built-in reports, but no page describes choosing your own metrics to build a report. That doesn't mean it's missing.
- The pricing page lists a "Custom reports" feature for Standard, Plus and Pro, but its description and the documentation show it is saved filter views over the built-in reports: no metric choice is documented. That does not meet the definition threshold (choosing metrics and filters), so it is recorded as a limited variant, not as support.
- Exports to CSV/Excel exist on Standard, Plus and Pro; exporting is not building a report.
Reporting views · Help Scout · checked
“Views are a simple and efficient way for you to filter conversation data within the reports built in to Help Scout.”
Reporting views · Help Scout · checked
“Plans With Access Standard, Plus, Pro”
Help Scout pricing page · Help Scout · checked
Vendor plan table: Custom reports | Filter reporting data into distinct views by conversation type, Inbox, tag, folder, or custom field. | Free: — | Standard: ✓ | Plus: ✓ | Pro: ✓
Worth knowing
- Standard includes one basic SLA policy; Plus two; Pro unlimited.
- Plus routes by round robin; Pro adds load-balanced routing.
- Pro includes SSO/SAML; on Standard and Plus it is an add-on.
- Docs sites: Free 1, Standard 2, Plus 3, Pro 5; Standard, Plus and Pro add sites at $20/mo.
- Free includes 5 users, 1 Inbox and 1 Docs site.
- Standard supports up to 25 users.
- Plus supports up to 50 users.
- Pro requires at least 10 users.
Common workflow capabilities we've checked
Everyday capabilities shown for context. They do not affect your shortlist.
- Manually assign a support ticket to an agent: Not listed for any plan (documented for the product, no plan named)
- Neither the retained extract nor the fresh article names a plan for assigning to a user, and the pricing comparison table has no assignment row.
- Setup note: Assigning to Teams is documented as Plus and Pro only; that is team assignment, not assignment to an individual agent.
- Assigning to Teams is documented as Plus and Pro only; that is team assignment, not assignment to an individual agent.
- Add private internal notes to a support ticket: Not listed for any plan (documented for the product, no plan named)
- Neither the retained extract nor the fresh article names a plan for internal notes.
- Reuse saved replies in support emails: Documented on: Free, Standard, Plus, Pro
- Free is capped at 10 saved replies; Standard, Plus and Pro show Unlimited.
- The ledger kept only Standard (from the plan-card line "Unlimited tags and saved replies"); the full comparison table gives the full set.
Check your team's must-haves across all products