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Help Scout

Getting Started with Help Scout

The Help Scout modules allow you to monitor, create, list, and delete conversations, threads, mailboxes, customers, customer addresses, chat handles, customer emails, phones, social profiles, websites and other elements in your Help Scout account.

Prerequisites

• A Help Scout account

In order to use Help Scout with Ibexa Connect, it is necessary to have a Help Scout account. If you do not have one, you can create a Help Scout account at secure.helpscout.net/members/register/30/.

Note

The module dialog fields that are displayed in bold (in the Ibexa Connect scenario, not in this documentation article) are mandatory!

Connecting Help Scout to Ibexa Connect

To connect your Help Scout account to Ibexa Connect follow the general instructions for Connecting to services.

After you click the Continue button, Ibexa Connect will redirect you to the Help Scout website where you will be prompted to grant Ibexa Connect access to your account.

Confirm the dialog by clicking the Authorize button.

Conversations

Watch Conversations

Triggers when there is a conversation event.

Webhook name	Enter a name for the webhook. E.g. Conversation created.
Event	Select one or more events that trigger this module. Possible events: Agent reply created, conversation assigned, conversation created, customer reply created, conversation deleted, conversation merged, conversation moved, conversation note created, conversation status changed, conversation tag changed.

Create a Conversation

Creates a conversation in a mailbox with at least one thread.

Type	Select the conversation type.
Mailbox ID	Select or map the ID of the mailbox you want to send the message from.
Custom Field	Allows you to add custom fields and custom field values.
Subject	Enter the conversation’s subject.
Status	Set the status of the new conversation. In Help Scout, there are three values for conversation status: Active conversations indicate the conversation needs attention. New conversations are automatically set as Active when they arrive in your mailbox. Pending conversations are waiting on something. Set a conversation to Pending if you’re waiting to hear back from a customer, or you just need time to gather more information. Closed conversations are solved conversations. Set the status to Closed when you’re finished working with the customer, and you consider the case to be resolved.
Threads	Add at least one thread to the conversation.	It is not allowed to create a conversation with just note threads.

Customer

Select a customer associated with the conversation.

Specify a customer by customer ID or email.

Note

If a customer with the inputted email does not exist, a new one will be created, using the provided email.

Tags

Enter the tags to be be added to the conversation.

Assign To

Select the Help Scout user assigned to the conversation.

Select User

Select the user who is adding the conversation and threads. The Ibexa Connect authorized user is used when no user is selected.

Closed At

Set when the conversation was closed. Supported date formats.

Auto reply

When the Yes option is selected, an auto reply will be sent as long as there is at least one customer thread in the conversation.

Imported

This option enables a conversation to be created for historical purposes (i.e. if moving from a different platform, you can import your history). When the option is enabled, no outgoing emails or notifications will be generated.

List Conversations

Lists and filters conversations.

Mailbox ID	Retrieves conversations from a specified mailbox.
Folder ID	Select or map the folder to filter conversations from.
Number	Retrieves conversations by the number.
Status	Filters conversations by status. Active conversations indicate the conversation needs attention. New conversations are automatically set as Active when they arrive in your mailbox. Pending conversations are waiting on something. Set a conversation to Pending if you’re waiting to hear back from a customer, or you just need time to gather more information. Closed conversations are solved conversations. Set the status to Closed when you’re finished working with the customer, and you consider the case to be resolved.
Tag	Filter conversation by tags. Use comma-separated values for more tags.
Modified Since	Filters conversations modified after this date and time (ISO 8601). Supported date formats.
Sort Field	Select the field you want to sort results by.
Sort Order	Select ascending or descending sort order. Default is descending.
Limit	Set the maximum number of results Ibexa Connect will return during one execution cycle.

Get a Conversation

Retrieves details about a specified conversation.

Conversation ID	Select or map the conversation you want to retrieve details about.

Delete a Conversation

Deletes a selected conversation.

Conversation ID	Select or map the conversation you want to delete.

Update a Conversation

Allows you to change several key conversation fields.

Conversation ID	Select or map the conversation you want to modify.
Patch Operation	Select the type of update operation you want to do.
Path	Select the object you want to update. Possible update options: Functionality Path value Op value Change subject /subject replace Change customer /primaryCustomer.id replace Publish draft /draft replace Move conversation to another mailbox /mailboxId move Change conversation status /status replace Change conversation owner /assignTo replace Un-assign conversation /assignTo remove

Thread

Create Thread

Allows you to create a chat thread, customer thread, phone thread, reply thread, or note.

Conversation ID	Select or map the conversation you want to modify.
Select type	Select the type of thread that is to be created.
Customer	Existing Customer - Select or map the customer to start a thread with. New Customer - Enter the new customer's details.
Cc	Add the email address you want to send the copy to. Available only for customer and reply types.
Bcc	Add the email address you want to sent the blind copy to. Available only for customer and reply types.
Draft	If this option is enabled, a draft reply is created.
Conversation Text	Enter the text content of the conversation.
Imported	This option enables a conversation to be created for historical purposes(i.e. if moving from a different platform, you can import your history). When the option is enabled, no outgoing emails or notifications will be generated.
Attachments	Source file - Map the attachment file from the previous module (e.g. Dropbox > Get a File) or enter the file name and file data manually. Mime Type - Enter the media type of the attachment. E.g. png

List Threads

Retrieves all threads (sorted from newest to oldest).

Conversation ID	Select or map the conversation you want to list threads from.
Limit	Set the maximum number of threads Ibexa Connect will return during one execution cycle.

Update Thread

Allows you to change the text in a conversation.

Conversation ID	Select or map the conversation you want to modify.
Thread ID	Select or map the thread you want to update.
Update Conversation Text	Enter a new text for the thread.

Mailbox

List Mailboxes

Returns all mailboxes in your Help Scout account.

Limit	Set the maximum number of mailboxes Ibexa Connect will return during one execution cycle.

Get Mailbox

Retrieves information about a selected mailbox.

Mailbox ID	Select the mailbox you want to retrieve information about.

List Mailbox Folders

Returns all folders within the selected mailbox.

Mailbox ID	Select the mailbox you want to get folders from.
Limit	Set the maximum number of folders Ibexa Connect will return during one execution cycle.

Customer

Watch Customers

Triggers when a new customer is created and returns the customer's details.

Webhook name	Enter a name for the webhook. E.g. New Customer.

List Customers

Retrieves all customers by defined filters.

Note

If there are some customers missing in the module's output, make sure that the authenticated Help Scout users have access to all Mailboxes within your Help Scout account.Go to Manage > Users > {Authenticated User} > Permissions and enable access to all Mailboxes.

Filter Mailbox or Not	Select the Yes option to filter customers from a specific mailbox.
Mailbox ID	Select the mailbox you want to filter customers from.
Last Name	Select the last name of the customer you want to filter the results by.
Modified Since	Returns only customers that were modified after this date. Supported date formats.
Sort Fields	Select the field to sort the results by.
Sort Order	Select ascending or descending sort order. Default is descending.
Limit	Set the maximum number of customers Ibexa Connect will return during one execution cycle.

Get a Customer

Retrieves customer details.

Customer ID	Select the customer you want to retrieve details about.

Create a Customer

Creates a new customer.

First Name	First name of the customer. Must be between 1 and 40 characters.
Last Name	Last name of the customer. Must be between 1 and 40 characters.
Emails	Enter the customer's email addresses.
Phones	Enter the customer's phone number
Social Profiles	Enter the customer's social network profile URLs.
Address	Enter the customer's address.
Websites	Enter the customer's website URL.
Age	Enter the customer's age.
Gender	Enter the customer's gender
Job Title	Enter the customer's job title.
Company or Organization	Enter the customer's company.
Location	Enter the location of the customer.
Background	This is the Notes field from the Help Scout user interface.
Photo URL	Enter the customer's photo URL. E.g.https://api.helpscout.net/img/some-avatar.jpg
Photo Type	Type of photo.

Update a Customer

Allows you to change a customer's details.

Customer ID	Select or map the ID of the customer whose details you want to update.

Please find field descriptions in the section, Create Customer above.

Address

Create and Update Address

Creates a new address or updates the existing address of the customer.

Customer ID	Select the customer whose address you want to update.
City	Enter the customer's city.
State	Enter the customer's state.
Postal Code	Enter the customer's postal code.
Country	Enter the customer's country code. E.g. US.
Lines	Add additional address lines.

Get Address

Retrieves the address of the customer.

Customer ID	Select the customer whose address you want to retrieve.

Delete Address

Deletes the address of the customer.

Customer ID	Select or map the customer whose address you want to delete.

Customer Chat Handle

Create Chat Handle

Creates a chat handle for the existing customer.

Customer ID	Select or map the customer you want to create a chat handle for.
Type	Select the type of the chat handle.
Chat Handle	Enter the chat handle (chat username).

Update Chat Handle

Updates an existing customer's chat handle.

Customer ID	Select or map the customer whose handle you want to update.
Type	Select the type of the chat handle.
Chat Handle	Enter the chat handle (chat username).

Delete Chat Handle

Deletes the desired customer's chat handle.

Customer ID	Select or map the customer whose handle you want to delete.
Chat Handle	Enter the chat handle (chat username) you want to delete.

Customer Email

Create an Email

Adds an email for the customer.

Customer ID	Select or map the customer you want to create a new email for.
Type	Select the type of the email.
Email	Enter the customer's email address.

List Emails

Retrieves all of the customer's email addresses.

Customer ID	Select or map the customer whose email addresses you want to retrieve.
Limit	Set the maximum number of emails Ibexa Connect will return during one execution cycle.

Update an Email

Updates a customer's email address.

Customer ID	Select or map the customer you want to create a new email for.
New Type	Select the new type of the email.
New Email	Enter the customer's new email address.

Delete an Email

Deletes a customer's email address.

Customer ID	Select or map the customer whose email address you want to delete.
Email ID	Enter the email address you want to delete.

Customer Phone

Create Phone

Adds a phone number to the customer.

Customer ID	Select or map the customer you want to create a new phone number for.
Type	Select the type of phone number.
Telephone Number	Enter the customer's phone number.

Delete Phone

Deletes a customer's phone number.

Customer ID	Select or map the customer whose phone number you want to delete.
Phone ID	Enter (map) the customer's phone ID you want to delete.

Update Phone

Updates a customer's phone number.

Customer ID	Select or map the customer whose phone number you want to update.
Phone ID	Select the phone number or map the ID of the phone you want to update.
Type	Select the new type of phone number.
Telephone number	Enter the customer's new phone number.

Social Profile

Create a Social Profile

Creates a new social profile of the existing customer.

Customer ID	Select or map the customer whose social profile you want to add.
Type	Select the type of social profile.
Social Profile URL	Enter the URL of the customer's social profile. E.g. https://www.facebook.com/make.lover

Update a Social Profile

Updates a customer's social profile

Customer ID	Select or map the customer whose social profile you want to update.
Type	Select the new type of social profile.
Social Profile URL	Enter the customer's new social profile URL.

Delete Social Profile

Deletes a customer's social profile information.

Customer ID	Select or map the customer whose social profile you want to delete.
Social Profile ID	Enter (map) the customer's social profile ID you want to remove from the user details.

Website

Create a Website

Creates a new website for an existing customer.

Customer ID	Select or map the customer you want to create a new website for.
Website URL	Enter the URL of the customer's website.

Update a Website

Updates a website of a customer.

Customer ID	Select or map the customer you whose website information you want to update.
Website URL	Enter the new URL of the customer's website.

Delete a Website

Deletes a website of a customer.

Customer ID	Select or map the customer you whose website information you want to delete.
Website ID	Enter (map) the customer's website ID you want to remove from the user details.

Other

Watch Satisfaction Rating

Triggers when a satisfaction rating is received.

Webhook name	Enter a name for the webhook. E.g. New Rating.

List Tags

Retrieves a list of all tags used in your Help Scout account.

Limit	Set the maximum number of tags Ibexa Connect will return during one execution cycle.

Make an API Call

Allows you to perform a custom API call.

URL

Enter a path relative to https://api.helpscout.net/v2/

For the list of available endpoints, refer to the Help Scout Mailbox API 2.0 documentation.

Method

Select the HTTP method you want to use:

GET to retrieve information for an entry.

POST to create a new entry.

PUT to update/replace an existing entry.

PATCH to make a partial entry update.

DELETE to delete an entry.

Headers

Enter the desired request headers. You don't have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.