If there’s anything we’ve learned, it’s that help desks are not one-size-fits all. Every company has their own process for supporting customers and measuring success, so our goal is to do the the fundamentals well and get out of the way.

For years, we’ve had a single plan that offers every feature available in Help Scout. One “Standard” plan with everything keeps it simple and we like it that way. However, our customer base represents a wide variety of business types and use cases, many of which we’d like to support as they grow.

Eventually, one plan became less simple. Adding new features introduces complexity for everyone and only benefits the customers that use them. So how can we create more structure for larger teams without increasing the cost or onboarding overhead for everyone? The answer is to add a second plan, which we’re thrilled to announce today. It’s called Help Scout Plus.

Plus includes all the features you’ve come to know and love with Standard, in addition to a couple new ones: Teams and Custom Fields.

These features are designed specifically for growing companies that are looking to double-down on reporting and people management.
I should also note that the Standard plan will keep every feature it has ever had. Plus is a new offering with all-new features and functionality. We’re committed to improving both plans a great deal in the coming years.

Plus is for your whole team

Plus is the first help desk plan with a fair billing policy that encourages whole company support. No more juggling licenses; we’ll only bill you for the people that use Help Scout every month.

We did the research and discovered that up to 20% of Users on large teams were inactive. We don’t think it’s fair to bill for them, so Plus customers will only be billed for Users that have activity (login or conversation updates) over the course of each billing period.

Docs is included

About 40% of you have adopted Docs as your company knowledge base, so we decided to include it in every plan moving forward instead of charging $25/month for it. The new Standard plan includes one Docs site and the Plus plan includes three Docs sites. On either plan, you can add more sites for $20 per site/month (no longer limited to 5 sites).

Current customers are grandfathered for life

Most SaaS companies don’t grandfather their customers’ pricing, or will do so only for a short time. Sure, we’ve added a lot of features and hopefully a lot of value over the last three years, but that doesn’t mean customers should be forced to pay more. It should be a choice. Forcing price changes is a great way to lose people’s trust and we’re not going to do that.

Current customers can keep their legacy plan for life and we’ll continue to improve it every day just like the new Standard and Plus plans. Some customers with fewer than five Users and Docs installed will save money on the new Standard plan and we’ll be notifying you of the changes via email. Still, we won’t force any company into plan changes.

Try Plus today!

Plus is available to all customers as of today. If you’d like to try it for free or get a hands-on demo from a friendly member of our team, please do so!

Nick Francis

About the author: Nick Francis is a co-founder and CEO at Help Scout.