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Help Scout

Frans Leys

GETTING STARTED GUIDE: How to set up a new connection? 

ALL FEATURES EXPLAINED: All our features/functionality explained in detail - no app-specifics.

Help Scout is an intuitive Helpdesk solution with a user-friendly interface allowing you to focus on your conversations, providing excellent support for your customers. A full scope of features including real-time reporting, a fully integrated knowledge base, and personal response layouts make helping your user-base a breeze! Team collaboration tools allow companies of all sizes to utilize this tool together, all in one place!

Supported Help Scout Integrations

Authorizing Help Scout

For Help Scout, we simply need you to log in and confirm the permissions PieSync needs (OAuth process).

If you already authorized your Helpscout account(s) in the past or in any other PieSync integration, you'll be able to skip this step and choose from your CONNECTED ACCOUNTS.

[IF] Supported Conditions/Filters

Contacts in Help Scout are the customers that a ticket attaches itself to. When syncing contacts from Help Scout to your other app, you can choose to either sync all contacts from Help Scout, or apply a filter. 

[THEN] Supported Actions

When syncing contacts towards Help Scout, you could overwrite some values, like e.g. the Notes field. 

Default Field Mapping

By default, most fields that Help Scout offers will have been mapped in your connection. You cannot change these default mappings. See below an example, showing a connection with Pipedrive.

Combined Shape

PieSync syncs the default name field(s) that come with the apps. Sometimes they have a different structure in both apps you connect. E.g. first and last names are separate in app A (Podio) and joint in a single field in app B. In the background, PieSync joins first and last names together from app A to B and separates them again from app B to A. Our algorithm is smart about which part it updates in app B.

Customizable Field Mapping

You can and should custom map any remaining fields. For example, it might be interesting to push CRM or Contacts data inside Help Scout "notes" field. Bear in mind a mapping between two fields can only exist if the types of fields are compatible. More information on Customizable Field Mapping here

You can not create custom fields for "Customers" in Helpscout as custom fields only exist in conversations, which is not an object we support.

Additional Options

Syncing Unsubscribes/Deletions

The availability of the feature to subscribe or sync deletions is app and connection dependent. We need to be able to detect deletions or unsubscribes on one side and at the same time be able to create add the tag 'PieSync Trash' or 'PieSync unsubscribe' on the other side. For the time being, the unsubscribes/deletions sync is not supported for Help Scout.

More information on syncing deletions with other integrations, or on syncing unsubscribes.

Thanks to the feedback we have already received, we created a list of popular apps that we’re going to work on very soon. By voting them up in our pipeline, YOU decide which connectors we’ll release first. If you don’t see your app on the list or need any further help, drop us a line - support@piesync.com. 

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