Help Scout
Help Scout AI and an AI team for the work behind each ticket
Help Scout keeps a small support team's shared inbox simple. Its AI features summarize long threads, draft replies from your Docs, and answer customers in the Beacon widget. The harder tickets need someone to check another system: is the invoice paid, when is the appointment, did the part ship. TeamShift connects to Help Scout and your other apps so the Support worker can look those answers up and draft a complete reply. Finance prepares billing fixes, Sales picks up buying questions, and every customer reply waits for your approval. You choose in Company Brain which mailboxes the team may read.
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Help Scout: the short answers
What AI features does Help Scout have?
Help Scout's AI includes AI Drafts, which suggests replies from your Docs content. AI Summarize condenses long threads. AI Assist helps with tone and translation. AI Answers is a customer-facing assistant in the Beacon widget, billed per resolution. Those cover writing and self-service. TeamShift adds the lookups and actions in your other apps that many tickets need.
When should I add TeamShift to Help Scout?
Add TeamShift when replies depend on information outside Help Scout, such as an invoice in QuickBooks, a booking in your calendar, or a deal in your CRM, or when a ticket starts a job that takes days, like a refund or reschedule. If most tickets are answered from your help docs, Help Scout's own AI may be enough.
Does TeamShift send Help Scout replies automatically?
No. Replies to customers are saved as drafts in Help Scout and wait for your approval. Tagging, assigning, and adding internal notes can happen right away because they are internal and easy to undo. Refunds and account changes wait for an OK, and every step is recorded.
Who does what
The jobs your team takes
Support worker
- Drafts Help Scout replies that include the real answer, such as invoice status from QuickBooks or the next appointment from your calendar.
- Tags and assigns new Help Scout conversations by topic and urgency every morning.
- Drafts new Docs articles from questions that keep coming in, for your review.
Customer success worker
- Follows up three days after a resolved ticket to make sure the fix held, with a draft you approve.
Sales worker
- Moves Help Scout conversations about pricing or new work into your CRM with a drafted reply.
Finance worker
- Prepares refunds and invoice corrections requested in tickets and waits for your approval.
Stays with you
What never runs without you
- Approving replies to customers
- Refunds, credits, and account changes
- Publishing new Docs articles
- Escalations and angry customers
Anything that sends, pays, publishes, or deletes waits for your OK, and every step is recorded. How approval works.
FAQ
Questions owners ask
Do I need Help Scout's AI add-ons to use TeamShift?
No. TeamShift connects separately and works with whatever Help Scout plan you have.
Will it answer chats in Beacon?
No. TeamShift does not run live chat. Help Scout's AI Answers is built for that.
Can it handle several Help Scout mailboxes?
Yes, any you allow in Company Brain.
Does it learn from our edits?
Yes. When you change a draft before sending, that correction is remembered for next time.
Pricing
Pay by usage, not per seat
Creating your workspace is free. The work your team runs is billed at 3x its compute cost, quoted with a maximum before it starts. No subscription, no seats, no per-job products. See pricing.