Independent AI audit · 25 parameters across 5 domains · equal weight
Software development lifecycle
5 parameters · awaiting evidence
Product management
5 parameters · awaiting evidence
Organization
5 parameters · awaiting evidence
Security & privacy
5 parameters · awaiting evidence
Implementation & support
5 parameters · awaiting evidence
No audit on record yet. No score is not a low score.
Help Scout is a help desk built on a shared inbox rather than a ticketing system, and that choice defines the product. Customers receive ordinary email replies with no ticket numbers, no reference codes and no portal to log into, so the exchange reads as a personal message while the team behind it gets assignment, collision detection so two people never answer the same request, saved replies, private notes, tags, workflows and reporting. It suits companies where support is part of the brand rather than a queue to be cleared.
Beyond email, Beacon delivers live chat and proactive in-app messages while surfacing relevant help articles in context, and Docs provides a searchable knowledge base for self-service. Customer profiles pull prior conversations and connected app data into the sidebar so an agent has history without switching tabs.
AI Answers resolves routine requests automatically and is billed per resolution rather than per seat, while AI drafting and summarising assist human agents. Workflows automate triage, escalation and follow-up, and satisfaction ratings close the loop. Help Scout operates as a fully remote public benefit corporation.
Screenshots and product photos shared by Help Scout (Help Scout PBC).
Boston, Massachusetts, United States
A world where growing companies deliver support that feels personal and human — where a help desk designed around the customer, not the ticket, makes great service simple for the whole team.
We build a customer support and help desk platform designed to feel personal, so growing companies manage shared inboxes, live chat, knowledge base and AI-assisted support in one human-centric tool.
Meet the leaders shaping our vision, product, and growth.
Our certifications and compliance frameworks that keep your data safe.
SOC 2 Type II
GDPR
CCPA / CPRA
HIPAAAll plans include core features. Per month, billed annually.
For 14 days
Limited mailboxes and users for very small teamsBilled annuallyshared inbox, chat, knowledge baseBilled annuallyadvanced permissions, reporting, more channelsAdvanced security, SSO, supportAI usage componentsAll capabilities grouped by category.