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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 Make, 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 Make scenario, not in this documentation article) are mandatory!

Connect Help Scout to Make

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

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

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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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Note

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 Make 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.

Connection

Establish a connection to your Help Scout account.

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 Make will return during one execution cycle.

Get a Conversation

Retrieves details about a specified conversation.

Connection

Establish a connection to your Help Scout account.

Conversation ID

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

Delete a Conversation

Deletes a selected conversation.

Connection

Establish a connection to your Help Scout account.

Conversation ID

Select or map the conversation you want to delete.

Update a Conversation

Allows you to change several key conversation fields.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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. image/png

List Threads

Retrieves all threads (sorted from newest to oldest).

Connection

Establish a connection to your Help Scout account.

Conversation ID

Select or map the conversation you want to list threads from.

Limit

Set the maximum number of threads Make will return during one execution cycle.

Update Thread

Allows you to change the text in a conversation.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

Limit

Set the maximum number of mailboxes Make will return during one execution cycle.

Get Mailbox

Retrieves information about a selected mailbox.

Connection

Establish a connection to your Help Scout account.

Mailbox ID

Select the mailbox you want to retrieve information about.

List Mailbox Folders

Returns all folders within the selected mailbox.

Connection

Establish a connection to your Help Scout account.

Mailbox ID

Select the mailbox you want to get folders from.

Limit

Set the maximum number of folders Make 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.

Connection

Establish a connection to your Help Scout account.

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.

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Connection

Establish a connection to your Help Scout account.

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 Make will return during one execution cycle.

Get a Customer

Retrieves customer details.

Connection

Establish a connection to your Help Scout account.

Customer ID

Select the customer you want to retrieve details about.

Create a Customer

Creates a new customer.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

Customer ID

Select the customer whose address you want to retrieve.

Delete Address

Deletes the address of the customer.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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).

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Update Chat Handle

Updates an existing customer's chat handle.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

Customer ID

Select or map the customer whose email addresses you want to retrieve.

Limit

Set the maximum number of emails Make will return during one execution cycle.

Update an Email

Updates a customer's email address.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

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.

Connection

Establish a connection to your Help Scout account.

List Tags

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

Connection

Establish a connection to your Help Scout account.

Limit

Set the maximum number of tags Make will return during one execution cycle.

Make an API Call

Allows you to perform a custom API call.

Connection

Establish a connection to your Help Scout account.

URL

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

Note

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.

In this section: