Bring your whole company closer to your customers

Your support team is the backbone of your customer experience, but they can’t do it alone. Bring all the specialized knowledge in your organization into the queue with light users.

Bring answers in, share insights out

Customers write in looking for information held in teams across your organization. With light users, your support team can tag colleagues into customer conversations without switching systems or losing any context.

Provide faster, more accurate answers

Your support queue is a wealth of customer information. Give teams across your organization visibility into feedback, reports, satisfaction ratings, and more. With increased visibility, everyone in your company gets closer to your customers.

Gain actionable customer insight

Bring in marketing and product to create proactive Messages to reach your customers. Add in account management to identify opportunities for upgrades. Or tag in marketing on successful customer relationships to feature in case studies.

Uncover new growth opportunities
Illustration: two colleagues working side-by-side on their laptops

What light users can do

With light users, support won’t be flying solo in the queue. Now, everyone can get involved in customer conversations.

  • View, follow, and mention teammates in conversations
  • Leave internal notes on conversations
  • View customer profiles
  • View, edit, and export reporting data
  • Create and send Messages in-app or on your website
  • View Docs content

…and more!

Get every team in Help Scout

Product & Engineering

Product & Engineering

Gather customer feedback through conversations and satisfaction ratings, learn about bugs affecting customers, and provide technical support.



Help resolve billing-related questions and disputes, or gain insight into customer thoughts on pricing and contracts.



Identify opportunities to engage and nurture prospects who ask your support team questions during their sales process or trial experience.

Account Management

Account Management

Pursue upsell opportunities, track churn risks, and get ahead of issues with customers you have a relationship with.



Get a high level view into the support queue, track performance and trends, and understand the heartbeat of your company.



Create in-app messages to engage customers or launch new features, identify co-marketing opportunities, or find customers for case studies.

What are Light Users?

Try Light Users on the Plus or Pro plan



per user per month (limit 25) 
billed annually

Light users are not available
with our Standard Plan

See pricing details



per user per month 
billed annually

25 light users includedSee pricing details



per user per month (10+ users) 
billed annually

50 light users includedSee pricing details

Success stories and tips

Companies that use Help Scout across teams build better customer relationships. Learn how they bring different departments into Help Scout and how you can too.

How Achieved a 95% CSAT Score With Help Scout
Inside Help ScoutHow Achieved a 95% CSAT Score With Help Scout

Learn how uses Help Scout to uphold its user-first mentality and achieve as much visibility into customer success as possible.

Turning support requests into customer insights
Customer ServiceTurning support requests into customer insights

Your customers tell you what they really want, but mostly inside customer service requests. Here’s how to uncover inbox insights.

How to Scale Customer Support Without Compromising Service
Customer ServiceHow to Scale Customer Support Without Compromising Service

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

Work For Customers, Not Personas
Customer ServiceWork For Customers, Not Personas

Here’s how (and why) to give every person in your business a deeper understanding of who your customers are, how they think, and what they need.

Get started with Help Scout

Want to learn what Help Scout can do for you? See for yourself with a free trial — we'll happily extend you if you need more time.

Free 15-day Trial