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Help Scout integrations
Jos Barteling avatar
Written by Jos Barteling
Updated over a week ago

In this article:


Authenticating with Help Scout

You'll need to authenticate your Help Scout account before installing any integration. Don't worry, you only need to do this once. πŸ˜‰

Log in with your Help Scout credentials and click authorize.


Pull conversation details

Each time your customer provides a rating, Simplesat will associate the following information with the response.

Object

Data collected

Conversation

ID, Subject, Type, URL

Requester (Customer)

ID, Name, Email, Company, Gender, Job Title, Location, URL

Responder (Assignee)

ID, Name, Email

All information gathered through the API will override fields sent through URL parameters.

Here's an example of how this will look in Simplesat:

Scroll down to pull conversation details and click activate integration.


Update conversation tags with rating and sentiment

Simplesat can update a conversation's tags with rating and sentiment after receiving new feedback.

Here's an example of what this looks like in Help Scout:

Scroll down to update conversation tags with rating and sentiment and click activate integration.


Add feedback to conversation as a note

Simplesat can can display feedback in the related conversation as an internal note.

Here's an example of what this looks like in Help Scout:

Scroll down to add feedback to conversation as a note and click activate integration.


Sync feedback to conversation custom fields

Simplesat can can display feedback in the related conversation's custom fields.

Here's an example of what this looks like in Help Scout:

To set this up, you'll first need to create the custom fields in Help Scout.

Start off by going to mailbox > settings > custom fields.

Click new custom field and create 3 fields:

  • Name: Simplesat rating

  • Type: Number

  • Required: No

  • Name: Simplesat sentiment

  • Type: Single Line

  • Required: No

  • Name: Simplesat comment

  • Type: Multi Line

  • Required: No

Scroll down to add feedback to conversation custom fields and click activate integration.


Update customer properties with rating and sentiment

Simplesat can can display a contact's latest rating and sentiment in the contact's properties.

Here's an example of what this looks like in Help Scout:

To set this up, you'll first need to create the properties in Help Scout.

Go to manage > properties and click new property.

Create these 2 properties:

  • Name: Simplesat rating

  • Property ID: simplesat-rating

  • Type: Number

  • Name: Simplesat sentiment

  • Property ID: simplesat-sentiment

  • Type: Text

Scroll down to update customer properties with rating and sentiment and click activate integration.

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