Capacity vs Help Scout
Help Scout uniquely has 10 features · Capacity uniquely has 7 features.
| Capacity | Help Scout | |
|---|---|---|
| Company | ||
| Founded | 2017 | 2011 |
| HQ | St. Louis, USA | Boston, USA |
| AI model | Combines internally hosted and in-house AI components with external models such as GPT-4; its private model option is based on Llama 3.1 | Proprietary |
| User base | 1.5M+ users across 20,000+ organizations | 12,000+ companies |
| Platforms | Web, Voice, SMS, Email, Chat | Web, iOS, Android |
| Languages | English primary; multilingual support not publicly detailed | Multiple (exact count not publicly stated) |
| Pricing | ||
| Pricing model | Custom | Freemium |
| Free plan | No | Yes |
| Free trial | No | Yes |
| Starting price | — | $30/user/mo |
| Enterprise | Custom | $75/mo — Pro (with dedicated onboarding and strategic account manager; custom pricing for larger contracts implied) |
| All plans | CoreNot publicly statedProNot publicly statedEnterpriseNot publicly statedAI Agent UsageNot publicly stated usageAgent Assist & IntelligenceNot publicly stated usage | FreeFreeStandard$30/user/moPlus$54/user/moPro$90/user/moAI Answers$0.75/resolution usage |
| Positioning | ||
| Best for | Mid-market and enterprise contact centers seeking unified AI-powered customer support automation | Growing teams managing customer support across multiple channels |
| Differentiator | Three-tiered plans with usage-based pricing layered on top for AI Agents, Agent Assist, and integrations; Enterprise includes HIPAA package and up to 2TB storage | Help Scout combines a human-first shared inbox with contextual AI that resolves 73% of interactions on average, while maintaining a customer-friendly interface that avoids bot-heavy experiences. |
| Competitors | Intercom, Zendesk, Salesforce Einstein, Freshdesk, Ada, Kore.ai | Zendesk, Intercom, Freshdesk, Gorgias, Front |
| Features | ||
| AI Agent Builder | ✓ | — |
| AI Inbox Assistant | — | ✓ |
| Conversation Intelligence & Aqa | ✓ | — |
| Hipaa Compliance | — | ✓ |
| Helpdesk & Automations | ✓ | — |
| Knowledge Base | ✓ | — |
| Live Chat | — | ✓ |
| Live Chat & Inbox | ✓ | — |
| Multiple Inboxes | — | ✓ |
| Real Time Agent Assist | ✓ | — |
| Salesforce/Jira/Hubspot Integration | — | ✓ |
| Whatsapp Messaging | — | ✓ |
| AI Chatbot | ✓ | ✓ |
| API Access | ✓ | ✓ |
| CRM Integration | ✓ | ✓ |
| Custom Training | ✓ | ✓ |
| Email Automation | ✓ | ✓ |
| Human Handover | ✓ | ✓ |
| Knowledge Base | ✓ | ✓ |
| Live Chat | ✓ | ✓ |
| Multilingual | — | ✓ |
| Sentiment Analysis | ✓ | — |
| Sla Management | — | ✓ |
| Ticket Management | ✓ | ✓ |
| Integrations | ||
| API Access | ✓ | ✓ |
| Hubspot | ✓ | ✓ |
| Key Integrations | Salesforce, ServiceNow, Zendesk, Slack, Microsoft Teams, SharePoint, OneDrive, Box, Jira, HubSpot, NICE, RingCentral, AWS Connect, Workday, Zoom, Google Workspace, SAP, Avaya, Athenahealth, Asana | Salesforce, HubSpot, Jira, Shopify, Slack, Zapier, Aircall, Facebook Messenger, Instagram, WhatsApp |
| Salesforce | ✓ | ✓ |
| Shopify | — | ✓ |
| Slack | ✓ | ✓ |
| Zapier | — | ✓ |