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Help Scout vs Intercom

A side-by-side look at 2 Communication tools for 2026 — the verdict, pricing, ratings, features, and what readers think.

Help Scout
helpscout.com
Best for small and mid-sized support teams that want a simple shared inbox with AI help

Shared inbox and help desk with AI drafts, an AI support agent and a free plan for up to 5 users.

Visit Help Scout
Intercom
intercom.com
Best for support teams that want an AI agent plus a shared inbox and in-app messaging

AI-first customer service and messaging.

Visit Intercom

Pricing compared

Help Scout
$25/user/mo
  • Free tier Yes
  • Free trial Free plan; Envoy AI add-on has a 3-month free trial
Intercom
$29/seat/mo
  • Free tier No
  • Free trial 14-day free trial, no credit card required

Head to head

Help Scout Intercom
Starting price $25/user/mo $29/seat/mo
Free tier Yes No
Free trial Free plan; Envoy AI add-on has a 3-month free trial 14-day free trial, no credit card required
Platforms Web · iOS · Android —

Pros & cons

Help Scout
Pros
  • A permanent Free plan covers up to 5 users, 1 Inbox and 1 Docs site.
  • Email, chat, SMS, social and voice land in one shared Inbox.
  • AI Drafts and Copilot help agents reply faster while a human stays in control.
  • Envoy AI is billed per resolution at USD 0.75, so cost follows results.
  • SSO/SAML and HIPAA compliance are listed on the Pro plan.
Cons
  • Pro plan pricing and many advanced limits push larger teams to a sales conversation.
  • Extra inboxes cost USD 10 per month each on Standard, Plus and Pro.
  • The Free plan is capped at 100 contacts per month.
  • Fewer marketplace integrations than the largest help desks (the vendor lists 100+).
Intercom
Pros
  • Fin AI Agent is included on every plan and priced per resolved outcome.
  • Free unlimited live chat, support email, in-app chats, banners and tooltips on all plans.
  • Advanced and Expert plans include free Lite seats (20 and 50) for internal collaboration.
  • 14-day free trial with no credit card, including all features and add-ons.
  • Early-stage startups can apply for up to 93% off.
Cons
  • Pricing has two parts, per-seat fees plus usage charges, so costs are harder to forecast.
  • Usage is billed on top for Fin outcomes, WhatsApp, SMS, email campaigns and phone.
  • SSO, HIPAA support and SLAs are only on the top Expert plan.
  • Add-ons such as Copilot, Proactive Support Plus and Pro cost extra each month.