CustomerSuccessBox supports integration with Help Scout to pull in conversations and associated metrics. In this article, we list the steps and requirements to integrate Help Scout with CustomerSuccessBox.
Why should I integrate with Help Scout?
Integrating Help Scout with CustomerSuccessBox with just one-click Help Scout OAuth authorization enables you to
View support conversations raised by your CustomerSuccessBox users in one single place
Lists Accounts on Total Critical Tickets, Critical Unresolved Tickets, Total Tickets, and Total Open Tickets
Step 1: Prerequisites for one-click integration
You need to have a paid account with Help Scout.
Your access to Help Scout must be equivalent to an Admin level for authorizing integration with CustomerSuccessBox.
Existing users must have email defined for themselves in either email or business email attribute. This enables CustomerSuccessBox to identify support tickets raised by users of that account in Help Scout with the users present at the Account level in CSB.
If your internal stakeholders like your CSM’s or Account Managers, raise tickets on behalf of customers, then in order to map tickets in CustomerSuccessBox at an Account level, we would need to custom map them, to the Account domain. For custom mapping, prices can vary, kindly discuss with your CSB Account Manager.
Step 2: Authorizing Access to Help Scout
Follow the steps below to authorize CustomerSuccessBox access to Help Scout
Log in to your CustomerSuccessBox instance
2. Navigate to the Integrations Hub from Settings > Integrations
3. Find and click on the Help Scout card under the Other Available Integrations (in All or Support section) and click Connect Now.
4. Once you click on Connect Now, you’ll be directed to the Help Scout login page if you are not logged in
5. If you are logged in, you’ll be directed to this page and you will need to Authorize CustomerSuccessBox to access your Help Scout account.
6. After Authorizing. You’ll either see an alert of an authentication error on the Authorizing page if your access is not correct or for successful verification in green on the top right side of CustomerSuccessBox for few seconds.
That's it! Help Scout is integrated with just the authorization.
Step 3: How do I verify the data coming in
How would I know if integration is a success?
You can check if the integration is a success, by going to your CustomerSuccessBox instance, gear icon on the top right corner→ Integrations, and under Connected Integrations, you should see the Help Scout card with checked “Enabled” status is green.
Where do I check the data coming from Help Scout?
You can find the customer where you are 100 % sure that tickets are associated with that account and the user's email address is the same as the requestor's email address of tickets. You can search the name of that Account, click on the "Tickets'' tab.
The tickets tab will show all the tickets, associated with that account.
How do I check the data coming from Help Scout?
Create a list for testing purposes.
With the following criteria - Total tickets greater than 1 in last 90 days
Do not forget to enable the list after creation. You will see all accounts where tickets have been created in the last 90 days. You can open up an account, go to the tickets tab to see all the relevant tickets.
If the user is not present in CSB, will the ticket get fetched?
Answer: No, we only fetch tickets of the users whose email address is present in CSB. You can definitely create a user in CSB & then tickets will get created & associated when integration runs next.
In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You may also,
Initiate a chat directly from within CustomerSuccessBox. Use the chat option (under ? icon) on the top right navigation bar.
Create a conversation from here
Send an email to firstname.lastname@example.org