{
  "_meta": {
    "title": "Support tool pricing history 2021-2026",
    "asOf": "2026-07",
    "window": {
      "startYear": 2021,
      "endYear": 2026
    },
    "currency": "USD unless a vendor's `currency` field says otherwise (Trengo = EUR, not converted)",
    "priceBasis": "entry paid tier, per seat/user, per month, annual-billing where a toggle exists, UNLESS `basis` says per-workspace | ticket-metered | per-contact | per-outcome | flat-platform | free-native",
    "axis": {
      "yMin": 0,
      "yMax": 30,
      "xStart": 2021,
      "xEnd": 2026,
      "policy": "y always starts at $0; we criticize truncated axes, we don't use them"
    },
    "palette": "categorical set validated via the dataviz validator (lightness/chroma/CVD pass in both light and dark; light contrast-WARN on Drag/Hiver relieved by mandatory direct end-labels + the data table). Colors are entity-stable: a vendor keeps its color across every variant and never repaints on toggle.",
    "sources": "every point traces to a dated Internet Archive capture (see archiveUrl) harvested in R-PH.md / R-PH2.md, or to the live vendor page for current figures. Where the archive has no capture, `gap:true` and price is null; never interpolated.",
    "chartingRule": "only vendors with `chartable:true` (clean per-seat, single basis, within $0-30) appear on the Variant-A line. Non-comparable vendors are callouts. Model breaks terminate a line (Help Scout) and are recorded as events.",
    "companionSource": "current-price calculator set lives separately at src/lib/pricing-data.ts (17-tool cost calculator); the two are NOT merged - unification banked. See header comment in each file."
  },
  "cpiReference": {
    "label": "if prices had tracked inflation (US CPI)",
    "basis": "the 2021 category-median entry price ($12, median of the 11 clean-per-seat vendors' 2021 annual-billed entry prices; Help Scout excluded as a model-break case) inflated year-by-year by US CPI-U. Re-based from $15 to $12 under the annual-billing canon (Amendment 5): Helpwise 2021 $15->$12 and Sortd 2021 $10->$8 moved the median.",
    "source": {
      "series": "BLS CPI-U CUUR0000SA0",
      "url": "https://data.bls.gov/timeseries/CUUR0000SA0",
      "cumulative2021to2026": "+23.2%",
      "note": "annual rates 2022 +8.0, 2023 +4.1, 2024 +2.9, 2025 +2.7; 2026 partial to +23.2% cumulative (Jun 2026)"
    },
    "color": "#9AA0A6",
    "dashed": true,
    "points": [
      {
        "date": "2021",
        "price": 12
      },
      {
        "date": "2022",
        "price": 12.96
      },
      {
        "date": "2023",
        "price": 13.49
      },
      {
        "date": "2024",
        "price": 13.88
      },
      {
        "date": "2025",
        "price": 14.26
      },
      {
        "date": "2026",
        "price": 14.78
      }
    ]
  },
  "vendors": {
    "drag": {
      "slug": "drag",
      "name": "Drag",
      "tier": "A",
      "basis": "per-seat",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#4395F8",
      "emphasis": true,
      "topTier": {
        "price": 24,
        "plan": "Pro",
        "archiveUrl": "https://web.archive.org/web/20260310173227/https://www.dragapp.com/pricing/",
        "note": "the whole range: $12 Starter, $18 Plus (AI included), $24 Pro; no higher tier"
      },
      "plans": [
        {
          "plan": "entry (Pro 2021 -> Starter)",
          "points": [
            {
              "date": "2021",
              "price": 8,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210127142451/https://www.dragapp.com/pricing/"
            },
            {
              "date": "2022",
              "price": 5,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20221129090150/https://www.dragapp.com/pricing/"
            },
            {
              "date": "2023",
              "price": 8,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20231205195324/https://www.dragapp.com/pricing/"
            },
            {
              "date": "2024",
              "price": 8,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240911110803/https://www.dragapp.com/pricing/"
            },
            {
              "date": "2025",
              "price": null,
              "gap": true,
              "note": "no capture (CDX empty 2025)"
            },
            {
              "date": "2026",
              "price": 12,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260310173227/https://www.dragapp.com/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2022",
          "type": "model-change",
          "note": "single Pro plan became Starter/Plus/Pro; entry dipped to $5"
        },
        {
          "date": "2024",
          "type": "free-removed",
          "note": "free plan (2021-2023) removed"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2024",
        "history": "free 2021-2023 (up to 3 users by 2023), removed by Sept 2024; now 7-day trial"
      },
      "note": "AI is the Plus tier ($18), not a surcharge. Like-for-like the 2021 $8 whole-product plan maps closest to today's $18 Plus.",
      "colorSource": "brand blue (mark is a blue->pink gradient; line keeps brand blue, emphasis by weight+z-order)"
    },
    "missive": {
      "slug": "missive",
      "name": "Missive",
      "tier": "A",
      "basis": "per-seat",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#EA4E1B",
      "topTier": {
        "price": 36,
        "plan": "Business",
        "archiveUrl": "https://web.archive.org/web/20251206064029/https://missiveapp.com/pricing",
        "note": "top tier climbed $18 -> $36 over the window while Starter held"
      },
      "plans": [
        {
          "plan": "Starter",
          "points": [
            {
              "date": "2021",
              "price": 10,
              "billing": "flat-monthly",
              "archiveUrl": "https://web.archive.org/web/20201218180153/https://missiveapp.com/pricing"
            },
            {
              "date": "2022",
              "price": 13,
              "billing": "flat-monthly",
              "archiveUrl": "https://web.archive.org/web/20220106232336/https://missiveapp.com/pricing"
            },
            {
              "date": "2023",
              "price": 14,
              "billing": "flat-monthly",
              "archiveUrl": "https://web.archive.org/web/20221229114453/https://missiveapp.com/pricing"
            },
            {
              "date": "2024",
              "price": 14,
              "billing": "flat-monthly",
              "archiveUrl": "https://web.archive.org/web/20231211215606/https://missiveapp.com/pricing"
            },
            {
              "date": "2025",
              "price": 14,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250109134847/https://missiveapp.com/pricing"
            },
            {
              "date": "2026",
              "price": 14,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20251206064029/https://missiveapp.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2025",
          "type": "free-removed",
          "note": "free tier dropped; 30-day trial only"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2025",
        "history": "free 2020-~2024 (up to 3 users), removed by 2025"
      },
      "note": "entry flat since 2023; the top tier is where Missive climbed ($18 to $36)",
      "colorSource": "brand orange-red (mark dark navy; accent is coral) per ruling"
    },
    "freshdesk": {
      "slug": "freshdesk",
      "name": "Freshdesk",
      "tier": "A",
      "basis": "per-agent",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#16A34A",
      "plans": [
        {
          "plan": "Growth (was Blossom)",
          "points": [
            {
              "date": "2021",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210104002000/https://freshdesk.com/pricing"
            },
            {
              "date": "2022",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20221229015515/https://www.freshworks.com/freshdesk/pricing/"
            },
            {
              "date": "2023",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20230605145747/https://www.freshworks.com/freshdesk/pricing/"
            },
            {
              "date": "2024",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240114154552/https://www.freshworks.com/freshdesk/pricing/"
            },
            {
              "date": "2025",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250119100136/https://www.freshworks.com/freshdesk/pricing/"
            },
            {
              "date": "2026",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20251229232312/https://www.freshworks.com/freshdesk/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2026",
          "type": "model-change",
          "note": "free tier shrank: unlimited agents (2021) to 10 (2022-24) to 1-2 agents for 6 months (2026); Copilot AI add-on + expiring session packs layered on"
        }
      ],
      "freeTier": {
        "status": "shrunk",
        "history": "unlimited agents (2021) -> 10 agents (2022-24) -> $0 for 1-2 agents/6 months (2026)"
      },
      "note": "entry ANNUAL flat $15 every year; the increase hid in the shrinking free tier and metered AI add-ons, not the seat",
      "colorSource": "Freshworks multi-color swirl; representative brand green"
    },
    "hiver": {
      "slug": "hiver",
      "name": "Hiver",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#D99000",
      "topTier": {
        "price": 85,
        "plan": "Elite",
        "archiveUrl": "https://hiverhq.com/pricing",
        "note": "Growth $25 / Pro $55 / Elite $85 per user (live 2026-07-24); plus a $20/seat AI add-on"
      },
      "plans": [
        {
          "plan": "entry (Lite -> Growth)",
          "points": [
            {
              "date": "2021",
              "price": 7,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210123121338/https://hiverhq.com/pricing"
            },
            {
              "date": "2022",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20220603132940/https://hiverhq.com/pricing"
            },
            {
              "date": "2023",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20230724090936/https://hiverhq.com/pricing"
            },
            {
              "date": "2024",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240528135828/https://hiverhq.com/pricing"
            },
            {
              "date": "2025",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250306151816/https://hiverhq.com/pricing"
            },
            {
              "date": "2026",
              "price": 25,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260113154609/https://hiverhq.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2025",
          "type": "free-added",
          "note": "free-forever plan added (counter-trend); $20/seat AI add-on introduced"
        }
      ],
      "freeTier": {
        "status": "added",
        "added": "2025",
        "history": "no free 2021-24 (trial only) -> ADDED free-forever 2025"
      },
      "note": "counter-trend on free; entry price nearly quadrupled $7 to $25. Re-verify 2026 re-tiering (Lite dropped) vs live before publish.",
      "colorSource": "sampled gold #FCB424, darkened for white contrast"
    },
    "gmelius": {
      "slug": "gmelius",
      "name": "Gmelius",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#E0143C",
      "topTier": {
        "price": 40,
        "entry": 19,
        "plan": "Pro",
        "archiveUrl": "https://gmelius.com/pricing",
        "note": "Meli $19 / Growth $25 / Pro $40 per user (live 2026-07-24); Enterprise is 50-seat quote-only, excluded"
      },
      "plans": [
        {
          "plan": "Growth (stable spine; entry renamed almost yearly)",
          "points": [
            {
              "date": "2021",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210116022929/https://gmelius.com/pricing"
            },
            {
              "date": "2022",
              "price": 24,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20220609074338/https://gmelius.com/pricing"
            },
            {
              "date": "2023",
              "price": 24,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20230207182512/https://gmelius.com/pricing"
            },
            {
              "date": "2024",
              "price": 24,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20241223231100/https://gmelius.com/pricing"
            },
            {
              "date": "2025",
              "price": 24,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250530185442/https://gmelius.com/pricing"
            },
            {
              "date": "2026",
              "price": 25,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260116222050/https://gmelius.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2021",
          "type": "free-removed",
          "note": "$0 Forever Free dropped during 2021, never returned"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2021",
        "history": "free $0 (Jan 2021), dropped during 2021"
      },
      "note": "entry tier renamed Plus->Starter->Growth->Flex->Meli almost yearly; Growth is the stable spine graphed here",
      "colorSource": "sampled red #FC0C3C (brand red)"
    },
    "zendesk": {
      "slug": "zendesk",
      "name": "Zendesk",
      "tier": "A",
      "basis": "per-agent",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#03363D",
      "topTier": {
        "rangeOpen": true,
        "entry": 19,
        "usageNote": "+ AI $1.50 per resolution",
        "note": "Support seat held $19, but Suite bundles run to $115+ and AI is billed per resolution on top; open-ended"
      },
      "plans": [
        {
          "plan": "Support Team (the comparable entry line)",
          "points": [
            {
              "date": "2021",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210201082702/https://www.zendesk.com/pricing/"
            },
            {
              "date": "2022",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20220101155016/https://www.zendesk.com/pricing/support/"
            },
            {
              "date": "2023",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20230102070430/https://www.zendesk.com/pricing/"
            },
            {
              "date": "2024",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240101035945/https://www.zendesk.com/pricing/"
            },
            {
              "date": "2025",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250804020930/https://www.zendesk.com/pricing/support/"
            },
            {
              "date": "2026",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260201145632/https://www.zendesk.com/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2025",
          "type": "model-change",
          "note": "usage AI resolutions $1.50/resolution + $50 AI add-ons; the headline Suite line ran $49 to $55 above the flat Support seat"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never a free plan (trial only)"
      },
      "note": "Support Team seat held flat at $19; the money moved into Suite bundles and per-resolution AI",
      "colorSource": "brand kale green (mark is black) per ruling"
    },
    "front": {
      "slug": "front",
      "name": "Front",
      "tier": "A",
      "basis": "per-seat",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#7C3AED",
      "topTier": {
        "rangeOpen": true,
        "entry": 25,
        "usageNote": "+ AI Autopilot $0.89 per resolution",
        "archiveUrl": "https://web.archive.org/web/20260119202051/https://front.com/pricing",
        "note": "seat ladder $25/$65/$105 is real, but the 2026 capture adds an AI Autopilot add-on at $0.89/resolution on top; open-ended like Zendesk/Intercom"
      },
      "plans": [
        {
          "plan": "Starter",
          "points": [
            {
              "date": "2020",
              "price": 9,
              "billing": "annual",
              "offChart": true,
              "archiveUrl": "https://web.archive.org/web/20201218082009/https://frontapp.com/pricing",
              "note": "pre-rebrand frontapp.com; outside the 2021-2026 chart window"
            },
            {
              "date": "2021",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210726130347/https://front.com/pricing"
            },
            {
              "date": "2022",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20220517004938/https://front.com/pricing",
              "note": "2-user min / 10-max"
            },
            {
              "date": "2023",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20230524220323/https://front.com/pricing"
            },
            {
              "date": "2024",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240602053353/https://front.com/pricing"
            },
            {
              "date": "2025",
              "price": 19,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250529125100/https://front.com/pricing"
            },
            {
              "date": "2026",
              "price": 25,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260119202051/https://front.com/pricing",
              "note": "rebrand: Starter $25 / Professional $65 / Enterprise $105"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2021",
          "type": "model-change",
          "note": "moved frontapp.com ($9, 2020) to front.com ($19); the 2x jump happened at this rebrand"
        },
        {
          "date": "2026",
          "type": "rename",
          "note": "tier ladder rebrand; Starter +32% to $25"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never a free plan (trial); seat minimums 2-50"
      },
      "note": "RECONCILIATION: the archive shows $9 in 2020 (pre-rebrand frontapp.com) and $19 in 2021. Within the chart's 2021-2026 window Front plots $19 to $25. The 2020 $9 point is flagged offChart:true - see reconciliation report and the KT2 flag.",
      "colorSource": "sampled purple #9C54E4, deepened"
    },
    "reamaze": {
      "slug": "reamaze",
      "name": "Re:amaze",
      "tier": "A",
      "basis": "per-seat",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#1BA8C4",
      "tailNeutral": true,
      "plans": [
        {
          "plan": "Basic",
          "points": [
            {
              "date": "2021",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20210728080537/https://www.reamaze.com/pricing"
            },
            {
              "date": "2022",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20220127025952/https://www.reamaze.com/pricing"
            },
            {
              "date": "2023",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20230206095731/https://www.reamaze.com/pricing"
            },
            {
              "date": "2024",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20240131065112/https://www.reamaze.com/pricing"
            },
            {
              "date": "2025",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20250119203747/https://www.reamaze.com/pricing"
            },
            {
              "date": "2026",
              "price": 29,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20260310222521/https://www.reamaze.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2023",
          "type": "model-change",
          "note": "annual discount added (5% -> 10% in 2024); sticker never moved"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never a free plan (14-day trial)"
      },
      "note": "flat $29 all six years",
      "colorSource": "sampled cyan #54CCE4, darkened"
    },
    "helpwise": {
      "slug": "helpwise",
      "name": "Helpwise",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#1D4ED8",
      "tailNeutral": true,
      "plans": [
        {
          "plan": "Standard",
          "points": [
            {
              "date": "2021",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20210119022014/https://helpwise.io/pricing"
            },
            {
              "date": "2022",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20220120020445/https://helpwise.io/pricing"
            },
            {
              "date": "2023",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20230203034527/https://helpwise.io/pricing"
            },
            {
              "date": "2024",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20240424061719/https://helpwise.io/pricing"
            },
            {
              "date": "2025",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20250118205959/https://helpwise.io/pricing"
            },
            {
              "date": "2026",
              "price": 12,
              "billing": "annual ($15 monthly)",
              "archiveUrl": "https://web.archive.org/web/20260513074900/https://helpwise.io/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2023",
          "type": "free-removed",
          "note": "free plan added 2022, removed 2023; upper tiers repriced"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2023",
        "added": "2022",
        "history": "free $0 (up to 3 users) 2022 only, removed 2023"
      },
      "note": "Standard flat $12 on annual billing (the advertised rate; $15 month-to-month); movement was in the higher tiers",
      "colorSource": "sampled blue #0C6CFC; deepest of the three blues"
    },
    "keeping": {
      "slug": "keeping",
      "name": "Keeping",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#D9480F",
      "tailNeutral": true,
      "plans": [
        {
          "plan": "entry (Plus -> Basic)",
          "points": [
            {
              "date": "2021",
              "price": 6,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20210120091942/https://www.keeping.com/pricing/"
            },
            {
              "date": "2022",
              "price": 10,
              "billing": "monthly ($8 annual)",
              "archiveUrl": "https://web.archive.org/web/20220819011548/https://www.keeping.com/pricing/"
            },
            {
              "date": "2023",
              "price": 10,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20230209230449/https://www.keeping.com/pricing/"
            },
            {
              "date": "2024",
              "price": 14,
              "billing": "monthly ($12 annual)",
              "archiveUrl": "https://web.archive.org/web/20240809032925/https://www.keeping.com/pricing/"
            },
            {
              "date": "2025",
              "price": 14,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20250529133015/https://www.keeping.com/pricing/"
            },
            {
              "date": "2026",
              "price": 14,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20260208103033/https://www.keeping.com/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2022",
          "type": "free-removed",
          "note": "dropped mailbox-count tiers and the Free Forever plan"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2022",
        "history": "free $0 (2021) removed 2022"
      },
      "note": "entry $6 to $14",
      "colorSource": "sampled orange #E45424; separated from Missive"
    },
    "sortd": {
      "slug": "sortd",
      "name": "Sortd",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": true,
      "chartClass": "clean-per-seat",
      "color": "#374151",
      "tailNeutral": true,
      "plans": [
        {
          "plan": "Essentials",
          "points": [
            {
              "date": "2021",
              "price": 8,
              "billing": "annual ($10 monthly)",
              "archiveUrl": "https://web.archive.org/web/20210923201324/https://www.sortd.com/pricing"
            },
            {
              "date": "2022",
              "price": 10,
              "billing": "month-to-month (annual rate not separately captured)",
              "basisMonthly": true,
              "archiveUrl": "https://web.archive.org/web/20220605192952/https://www.sortd.com/pricing"
            },
            {
              "date": "2023",
              "price": 10,
              "billing": "month-to-month (annual rate not separately captured)",
              "basisMonthly": true,
              "archiveUrl": "https://web.archive.org/web/20230204125914/https://www.sortd.com/pricing"
            },
            {
              "date": "2024",
              "price": 12,
              "billing": "month-to-month (annual rate not separately captured)",
              "basisMonthly": true,
              "archiveUrl": "https://web.archive.org/web/20240822130346/https://www.sortd.com/pricing"
            },
            {
              "date": "2025",
              "price": 12,
              "billing": "month-to-month (annual rate not separately captured)",
              "basisMonthly": true,
              "archiveUrl": "https://web.archive.org/web/20250825051759/https://www.sortd.com/pricing"
            },
            {
              "date": "2026",
              "price": 10,
              "billing": "annual (new Starter tier)",
              "archiveUrl": "https://web.archive.org/web/20260421192214/https://www.sortd.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2026",
          "type": "model-change",
          "note": "AI redesign (Jan-Apr 2026): a new cheaper Starter tier appeared at $10 while the prior entry tier moved to Essentials $16; free-forever Starter eliminated; trial 14d->7d"
        }
      ],
      "freeTier": {
        "status": "removed",
        "removed": "2026",
        "history": "free $0 Starter 2021->early-2026, removed Apr 2026"
      },
      "note": "2026 restructure: new $10 Starter below the old line (which became Essentials $16), the playbook restructure caught in the wild; not a price cut",
      "colorSource": "sampled dark #3C3C3C (slate)"
    },
    "intercom": {
      "slug": "intercom",
      "name": "Intercom",
      "tier": "A",
      "basis": "per-seat (non-comparable)",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-model-shift",
      "color": "#1F6FEB",
      "topTier": {
        "rangeOpen": true,
        "entry": 29,
        "usageNote": "+ Fin AI $0.99 per resolution",
        "note": "seat $29, but the real ceiling is the meter: Fin bills per outcome, so the bar has no top"
      },
      "plans": [
        {
          "plan": "entry (Start -> Essential)",
          "points": [
            {
              "date": "2021",
              "price": 39,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20210102120813/https://www.intercom.com/pricing"
            },
            {
              "date": "2024",
              "price": 39,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20240105063228/https://www.intercom.com/pricing"
            },
            {
              "date": "2025",
              "price": 29,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20241222184357/https://www.intercom.com/pricing"
            },
            {
              "date": "2026",
              "price": 29,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20260105015552/https://www.intercom.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "Fin AI $0.99/resolution introduced; seat price FELL $74 to $29 while usage fees rose"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never a free plan"
      },
      "note": "the model-shift thesis in one vendor: the seat got cheaper while the bill got bigger. Callout only, never a line.",
      "colorSource": "Intercom blue (ceiling row)"
    },
    "gorgias": {
      "slug": "gorgias",
      "name": "Gorgias",
      "tier": "A",
      "basis": "ticket-metered",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-ticket-metered",
      "color": null,
      "plans": [
        {
          "plan": "Basic (base fee, ~300-350 tickets)",
          "points": [
            {
              "date": "2021",
              "price": 60,
              "billing": "base/mo",
              "archiveUrl": "https://web.archive.org/web/20210624071057/https://www.gorgias.com/pricing"
            },
            {
              "date": "2026",
              "price": 60,
              "billing": "base/mo, +~$0.40/ticket overage",
              "archiveUrl": "https://web.archive.org/web/20260607071108/https://www.gorgias.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2023",
          "type": "model-change",
          "note": "Starter $10 floor added; overage banded then per-ticket (~$0.40); 2026 'AI Agent' rebrand with explicit 'priced on shopper conversations, not seats' line"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never (trial)"
      },
      "note": "base fee for a ticket bucket + overage; Black Friday is its payday. Callout only."
    },
    "tidio": {
      "slug": "tidio",
      "name": "Tidio",
      "tier": "A",
      "basis": "conversation-quota",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-quota",
      "color": null,
      "plans": [
        {
          "plan": "entry (Communicator -> Starter)",
          "points": [
            {
              "date": "2021",
              "price": 18,
              "billing": "modular",
              "archiveUrl": "https://web.archive.org/web/20210620164842/https://www.tidio.com/pricing/"
            },
            {
              "date": "2026",
              "price": 29,
              "billing": "quota-tier",
              "archiveUrl": "https://web.archive.org/web/20260209164350/https://www.tidio.com/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "modular -> unified tiers + billable-conversation quota + Lyro AI packs; Growth $59 jumps to Plus $749"
        }
      ],
      "freeTier": {
        "status": "never-removed",
        "history": "Free Forever throughout"
      },
      "note": "seat gave way to a conversation quota; the $59->$749 cliff is the real story. Callout only."
    },
    "crisp": {
      "slug": "crisp",
      "name": "Crisp",
      "tier": "A",
      "basis": "per-workspace",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-per-workspace",
      "color": null,
      "plans": [
        {
          "plan": "entry (Pro -> Mini)",
          "points": [
            {
              "date": "2021",
              "price": 25,
              "billing": "per-workspace/mo",
              "archiveUrl": "https://web.archive.org/web/20210301045026/https://crisp.chat/en/pricing/"
            },
            {
              "date": "2026",
              "price": 45,
              "billing": "per-workspace/mo",
              "archiveUrl": "https://web.archive.org/web/20260112105532/https://crisp.chat/en/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "rename",
          "note": "Pro/Unlimited -> Mini/Essentials/Plus; entry $25->$45; hard seat caps replaced 'unlimited seats'; +$295 Plus tier"
        }
      ],
      "freeTier": {
        "status": "never-removed",
        "history": "free 2-seat tier throughout"
      },
      "note": "per-workspace with bundled seats, not per-seat. Callout only."
    },
    "trengo": {
      "slug": "trengo",
      "name": "Trengo",
      "tier": "A",
      "basis": "per-seat then flat-platform",
      "currency": "EUR",
      "chartable": false,
      "chartClass": "callout-two-segment",
      "color": "#1E1B4B",
      "topTier": {
        "flat": true,
        "price": 299,
        "currency": "EUR",
        "plan": "Boost",
        "archiveUrl": "https://web.archive.org/web/20260515080549/https://trengo.com/prices",
        "note": "no per-seat plan; entry equals the floor at a flat EUR 299/mo platform fee"
      },
      "plans": [
        {
          "plan": "entry (Grow -> Boost)",
          "points": [
            {
              "date": "2021",
              "price": 15,
              "billing": "annual EUR per-seat",
              "archiveUrl": "https://web.archive.org/web/20210731055430/https://trengo.com/en/prices"
            },
            {
              "date": "2024",
              "price": 99,
              "billing": "flat/mo EUR (Essentials)",
              "archiveUrl": "https://web.archive.org/web/20240616182818/https://trengo.com/prices"
            },
            {
              "date": "2026",
              "price": 299,
              "billing": "flat/mo EUR (Boost, 10 users, 6000 conv/yr)",
              "archiveUrl": "https://web.archive.org/web/20260515080549/https://trengo.com/prices"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "per-seat (EUR 15-16/user) -> flat platform fee + bundled seats + conversation caps; no per-seat entry plan remains (live 2026: Boost EUR 299/mo floor)"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never (trial)"
      },
      "note": "EUR, not converted; per-seat only through 2023 then a flat-fee model break. Callout only, not a per-seat line.",
      "colorSource": "sampled dark navy (ceiling note)"
    },
    "helpscout": {
      "slug": "helpscout",
      "name": "Help Scout",
      "tier": "A",
      "basis": "per-user, per-contact interlude, per-user again",
      "currency": "USD",
      "chartable": true,
      "chartClass": "whiplash-two-segment",
      "color": "#2F5BE0",
      "topTier": {
        "price": 75,
        "plan": "Pro",
        "archiveUrl": "https://www.helpscout.com/pricing/"
      },
      "plans": [
        {
          "plan": "Standard (per-user; per-contact interlude Dec 2024 - Jul 2025)",
          "points": [
            {
              "date": "2021",
              "price": 20,
              "billing": "per-user",
              "archiveUrl": "https://web.archive.org/web/20210117195821/https://www.helpscout.com/pricing/"
            },
            {
              "date": "2022",
              "price": 20,
              "billing": "per-user",
              "archiveUrl": "https://web.archive.org/web/20210117195821/https://www.helpscout.com/pricing/"
            },
            {
              "date": "2023",
              "price": 20,
              "billing": "per-user",
              "archiveUrl": "https://web.archive.org/web/20210117195821/https://www.helpscout.com/pricing/"
            },
            {
              "date": "2024",
              "price": 22,
              "billing": "per-user (LAST before switch, Nov 2024)",
              "breakAfter": true,
              "archiveUrl": "https://web.archive.org/web/20241109235811/https://www.helpscout.com/pricing/"
            },
            {
              "date": "2025",
              "price": 25,
              "billing": "per-user (reverted by Jul 2025)",
              "archiveUrl": "https://web.archive.org/web/20250717163550/https://www.helpscout.com/pricing/"
            },
            {
              "date": "2026",
              "price": 25,
              "billing": "per-user (live)",
              "archiveUrl": "https://www.helpscout.com/pricing/"
            }
          ]
        }
      ],
      "interlude": {
        "fromYear": 2024,
        "toYear": 2025,
        "label": "per-contact era",
        "note": "flat $50/mo, 100 contacts, unlimited users (off the $0-30 seat axis)"
      },
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "switched to per-contact pricing (Dec 2024): flat $50/mo, 100 contacts, unlimited users"
        },
        {
          "date": "2025",
          "type": "model-change",
          "note": "returned to per-user pricing by Jul 2025 (Standard $25/user); per-contact $50 still live 2025-06-20, per-user $25 confirmed 2025-07-17"
        },
        {
          "date": "2024",
          "type": "free-added",
          "note": "Free $0 plan (5 users / 1 inbox) added with the Dec 2024 switch; survived the reversion, still live 2026"
        }
      ],
      "freeTier": {
        "status": "added",
        "added": "2024",
        "history": "trial-only -> Free $0 (5 users / 1 inbox) ADDED Dec 2024; survived the per-user reversion, continuous to 2026"
      },
      "note": "the whiplash case study: per-user -> per-contact (Dec 2024) -> per-user again (~Jul 2025), two models in under two years. Rendered with two solid segments, a per-contact interlude band, and two event markers.",
      "colorSource": "sampled blue #3C54E4; depth-separated from Drag blue"
    },
    "kayako": {
      "slug": "kayako",
      "name": "Kayako",
      "tier": "A",
      "basis": "per-agent then resolution-priced",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-opaque",
      "color": "#8454CC",
      "plans": [
        {
          "plan": "entry (Inbox -> Kayako One)",
          "points": [
            {
              "date": "2021",
              "price": 15,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20210607205240/https://kayako.com/pricing/"
            },
            {
              "date": "2023",
              "price": null,
              "gap": true,
              "note": "OPAQUE - prices stripped"
            },
            {
              "date": "2026",
              "price": 79,
              "billing": "$79/agent + $1/resolved ticket (quote-gated)",
              "archiveUrl": "https://web.archive.org/web/20260306110838/https://kayako.com/pricing/"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "pricing went dark 2023-24, then Kayako One $79 + $1/AI-resolved ticket; owner ESW Capital since 2018"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never (trial)"
      },
      "note": "opaque stretch 2023-24; callout only",
      "colorSource": "sampled purple (timeline)"
    },
    "happyfox": {
      "slug": "happyfox",
      "name": "HappyFox",
      "tier": "A",
      "basis": "per-agent",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-opaque",
      "color": null,
      "plans": [
        {
          "plan": "Basic (entry, 5-agent cap)",
          "points": [
            {
              "date": "2021",
              "price": 29,
              "billing": "annual paid-upfront, 5-agent min",
              "archiveUrl": "https://web.archive.org/web/20210127063811/https://www.happyfox.com/help-desk-price/"
            },
            {
              "date": "2025",
              "price": 29,
              "billing": "annual",
              "archiveUrl": "https://web.archive.org/web/20250116124925/https://www.happyfox.com/help-desk-price/"
            },
            {
              "date": "2026",
              "price": 24,
              "billing": "annual (1-yr) Basic; $29 monthly, $21 on 2-yr; Pro top published $99; Enterprise PRO quote-only",
              "archiveUrl": "https://assets.www.happyfox.com/v2/js/pricing_calculator.js"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2025",
          "type": "rename",
          "note": "Mighty/Fantastic/Enterprise/Ent-Plus -> Basic/Team/Pro/Ent-PRO; 5-agent minimum flipped to a 5-agent cap; 2026 prices JS-rendered across 3 billing modes (monthly/annual/2-year)"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never (trial)"
      },
      "note": "RECONCILED vendor-primary (2026-07-24, HappyFox pricing_calculator.js): on the ANNUAL basis Basic $24 (5-agent cap) to Pro $99, Enterprise PRO quote-only. Both our alt-page '$21/$99' and Wayback '$29/$89' mixed billing columns and should be corrected to one basis (annual) on the protected alt-page in the August window. Callout only here."
    },
    "groove": {
      "slug": "groove",
      "name": "Groove (now Helply)",
      "tier": "A",
      "basis": "per-user (Groove) then per-ticket (Helply)",
      "currency": "USD",
      "chartable": false,
      "chartClass": "callout-rebrand",
      "color": "#6B7280",
      "plans": [
        {
          "plan": "Groove entry (per-user) -> Helply (per-ticket)",
          "points": [
            {
              "date": "2021",
              "price": 15,
              "billing": "per-user",
              "archiveUrl": "https://web.archive.org/web/20210506182451/https://www.groovehq.com/pricing"
            },
            {
              "date": "2026",
              "price": 1,
              "billing": "Helply $1/ticket, 250/mo min",
              "archiveUrl": "https://helply.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2024",
          "type": "model-change",
          "note": "Helply launched as sister AI product (per-ticket)"
        },
        {
          "date": "2026",
          "type": "rename",
          "note": "'Groove is now Helply' (Jun 2 2026); groovehq.com/pricing 308-redirects to helply.com; legacy kept as 'Groove Classic'"
        }
      ],
      "freeTier": {
        "status": "helply-only",
        "history": "Groove: never per-user free. Helply: Free Forever (credits) 2024-25"
      },
      "note": "rebrand from per-user helpdesk to per-ticket AI. Callout only.",
      "colorSource": "light mark; slate (timeline)"
    },
    "outpost": {
      "slug": "outpost",
      "name": "Outpost",
      "tier": "A",
      "basis": "per-user (flat single plan)",
      "currency": "USD",
      "chartable": false,
      "chartClass": "discontinued",
      "color": null,
      "plans": [
        {
          "plan": "single flat plan",
          "points": [
            {
              "date": "2021",
              "price": 14.95,
              "billing": "monthly flat ($12.50 annual)",
              "terminates": true,
              "archiveUrl": "https://web.archive.org/web/20211120075546/https://www.teamoutpost.com/pricing"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2021",
          "type": "model-change",
          "note": "discontinued: support ended Dec 15 2021 (Palo Alto Software; domain teamoutpost.com, not outpost.io)"
        }
      ],
      "freeTier": {
        "status": "discontinued",
        "history": "trial only; product shut down 2021"
      },
      "note": "the discontinued endpoint on the free-tier timeline"
    },
    "zoho-teaminbox": {
      "slug": "zoho-teaminbox",
      "name": "Zoho TeamInbox",
      "tier": "A",
      "basis": "per-user",
      "currency": "USD",
      "chartable": false,
      "chartClass": "gappy",
      "color": "#E0A400",
      "plans": [
        {
          "plan": "Starter",
          "points": [
            {
              "date": "2021",
              "price": 5,
              "billing": "intro marginal",
              "archiveUrl": "https://web.archive.org/web/20210226140937/https://www.zoho.com/teaminbox/pricing.html"
            },
            {
              "date": "2022",
              "price": null,
              "gap": true,
              "note": "JS-injected price JSON not archived"
            },
            {
              "date": "2023",
              "price": null,
              "gap": true
            },
            {
              "date": "2024",
              "price": null,
              "gap": true
            },
            {
              "date": "2025",
              "price": 6,
              "billing": "monthly",
              "archiveUrl": "https://web.archive.org/web/20250827231844/https://www.zohowebstatic.com/sites/zweb/json/pricing/teaminbox-pricing-val.json"
            },
            {
              "date": "2026",
              "price": 6,
              "billing": "monthly",
              "archiveUrl": "https://www.zoho.com/teaminbox/pricing.html"
            }
          ]
        }
      ],
      "events": [
        {
          "date": "2022",
          "type": "model-change",
          "note": "intro single-plan -> Starter/Professional (prices unrecoverable 2022-early2025; archive gap)"
        }
      ],
      "freeTier": {
        "status": "never",
        "history": "never (14-day trial); plan is 'Starter' not 'Standard'"
      },
      "note": "the archive-gap example: 2022-2024 prices genuinely unrecoverable, shown as a gap",
      "colorSource": "sampled yellow, darkened (timeline)"
    },
    "tawk": {
      "slug": "tawk",
      "name": "Tawk.to",
      "tier": "B",
      "basis": "free-native",
      "currency": "USD",
      "chartable": false,
      "chartClass": "free-native",
      "color": "#10B981",
      "plans": [
        {
          "plan": "core",
          "points": [
            {
              "date": "all",
              "price": 0,
              "billing": "free core; add-ons: hired agents $1/hr, AI Assist $29+, remove-branding $29",
              "archiveUrl": "https://www.tawk.to/pricing/"
            }
          ]
        }
      ],
      "events": [],
      "freeTier": {
        "status": "free-native",
        "history": "free IS the product (unlimited agents)"
      },
      "note": "free-native reference on the timeline",
      "colorSource": "sampled green (timeline)"
    },
    "google-groups": {
      "slug": "google-groups",
      "name": "Google Groups (Collaborative Inbox)",
      "tier": "A",
      "basis": "free-native",
      "currency": "USD",
      "chartable": false,
      "chartClass": "free-native",
      "color": "#4395F8",
      "plans": [
        {
          "plan": "Collaborative Inbox",
          "points": [
            {
              "date": "all",
              "price": 0,
              "billing": "free with any Workspace plan; gateway = Business Starter (verify vendor-primary before quoting a Workspace figure)"
            }
          ]
        }
      ],
      "events": [],
      "freeTier": {
        "status": "free-native",
        "history": "permanently free (bundled with Workspace)"
      },
      "note": "free-native reference on the timeline",
      "colorSource": "Google blue (timeline)"
    }
  },
  "changelog": [
    {
      "date": "2026-07",
      "note": "Page published. Every figure current as of the capture dates shown."
    }
  ]
}