specification: FinOps Framework
specificationVersion: '1.0'
schema: https://www.finops.org/framework/
provider: Help Scout
providerId: helpscout
created: '2026-05-08'
# Provenance stamped 2026-08-11: this artifact was written by the API Evangelist
# bulk sweep dated 2026-05-08, not harvested from the provider. See roadmap#35.
method: generated
modified: '2026-05-08'
reconciled: true
tags:
  - Customer Support
  - Help Desk
  - FinOps
  - FOCUS
description: >-
  Help Scout's billing model is per-user-per-month subscription on Standard,
  Plus, and Pro tiers, plus AI Answers per-resolution usage and additional
  inbox / Docs site add-ons. Annual billing earns 16% off. This artifact
  maps Help Scout charges to FOCUS columns for FinOps allocation across
  customer-support cost centers.
sources:
  - https://www.helpscout.com/pricing/
  - https://focus.finops.org/focus-specification/v1-3/
alignedWith:
  framework: FinOps Foundation Framework
  frameworkUrl: https://www.finops.org/framework/
  dataSpec: FOCUS
  dataSpecVersion: '1.3'
  dataSpecUrl: https://focus.finops.org/focus-specification/v1-3/
publisherName: Help Scout
serviceCategory: Customer Support
billingModel:
  pricingCategory: Subscription Per Seat
  billingFrequency: Monthly
  billingCurrency: USD
  chargeCategories:
    - Purchase
    - Usage
    - Adjustment
    - Tax
focusColumns:
  ServiceName: Help Scout
  ServiceCategory: Customer Support
  ProviderName: Help Scout
  PublisherName: Help Scout
  InvoiceIssuerName: Help Scout
  BillingCurrency: USD
  ChargeCategory: Purchase
meters:
  - name: helpscout_seats
    description: Active Standard / Plus / Pro user seats.
    unit: user-month
    aggregation: sum
    dimensions:
      - tier
      - cost_center
  - name: helpscout_ai_resolutions
    description: AI Answers chatbot resolutions billed at $0.75 each.
    unit: resolutions
    aggregation: count
    dimensions:
      - inbox
      - cost_center
  - name: helpscout_extra_inboxes
    description: Additional mailbox / inbox seats above plan default ($10/mo each).
    unit: inbox-month
    aggregation: sum
    dimensions:
      - team
      - cost_center
  - name: helpscout_extra_docs_sites
    description: Additional Docs (knowledge base) sites above plan default ($20/mo each).
    unit: docs_site-month
    aggregation: sum
    dimensions:
      - product
      - cost_center
principles:
  - name: Visibility
    description: >-
      Pull Help Scout monthly invoices and AI Answers usage reports;
      reconcile seats against the active user count in the Inbox API.
  - name: Allocation
    description: >-
      Allocate seats by team or product (per inbox); allocate AI Answers
      cost to the inbox driving the resolutions.
  - name: Optimization
    description: >-
      Lock annual commitment for 16% discount; deactivate inactive
      agents monthly; consolidate inboxes when possible.
  - name: Accountability
    description: >-
      Designate Customer Support Operations as contract owner; review at
      renewal and right-size tier (Standard vs Plus vs Pro).
maintainers:
  - FN: Kin Lane
    email: kin@apievangelist.com