Help Scout

Turn Help Scout conversations into feedback.

What you will need

  • Webhook secret

Steps

In FeedbackFlow, open your project, go to Integrations, and select Help Scout. Then:

  1. 1

    In Help Scout, go to Manage → Apps → Webhooks and add one.

  2. 2

    Set the callback URL to:

    https://www.usefeedbackflow.com/api/ingest/helpscout/YOUR_PROJECT_ID
  3. 3

    Subscribe to the "Conversation Created" event, copy the secret into FeedbackFlow, and save. Only the customer’s own thread is ingested, not internal notes.

Replace YOUR_PROJECT_ID with the ID of your project, shown on the integration setup screen.

What gets captured from Help Scout

The customer thread on a conversation, falling back to the first thread when none is marked as coming from the customer. Bodies arrive as HTML and are reduced to text, and the subject is prepended. The conversation ID is the deduplication key.

Check that it worked

  1. Help Scout has two signing styles and both are accepted: a signature in x-helpscout-signature, or a shared secret in x-webhook-secret. Whichever your webhook version sends will verify.
  2. Trigger the webhook on a new conversation.
  3. The item appears with the subject as its first line and the customer’s email attached.

If it is not working

Deliveries return 401
Neither credential matched. Confirm which one your Help Scout webhook sends, and that the secret stored in FeedbackFlow belongs to that webhook.
Notes and team replies come through as feedback
The customer thread is preferred, but a conversation whose threads are not typed falls back to the first thread. Scope the webhook to customer-created conversations.
Formatting looks stripped out
Expected. HTML is reduced to text before triage, and the original stays in Help Scout.

Still stuck? Widget and integration troubleshooting covers the problems that are not specific to Help Scout.

Open the Help Scout docs