Overview

CustomerSuccessBox supports integration with Help Scout to pull in conversations and associated metrics. In this article, we list out the steps and requirements to integrate Help Scout with CustomerSuccessBox. 

Why should I integrate with Help Scout?

Integrating Help Scout with CustomerSuccessBox enables you to 

• View support conversations raised by each customer in one single place
• View Service metrics
• Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets
• Set up  Service Health
• Segment Accounts on Overdue Tickets, Total Tickets Raised, Critical Tickets

Authorizing Access to Help Scout

Follow the steps below to authorize CustomerSuccessBox access to Help Scout

1. Log-in to your CustomerSuccessBox instance 
2. Navigate to the Integrations Hub from Settings > Integrations
   
3. Find and click on Help Scout in the Integrations Hub and click Authorize
4. You will be redirected to the Help Scout authorization page. Scroll down and click Authorize Access

Prerequisites for one-click integration

Users must already exist in CustomerSuccessBox with valid email address(es).  This enables CustomerSuccessBox to identify users in Help Scout. 

NOTE: Conversations are synced every 24 hours along with associated support metrics. Help Scout conversations take up to 30 minutes from authorization to fetch in all relevant conversations. Risk Alerts, Service Health, and Segments can be set up instantly.

Integration Configuration

Pulling Conversations from Help Scout to CustomerSuccessBox

All conversations belonging to existing users in CustomerSuccessBox are synced daily from Help Scout. Existing users must have email defined for themselves in either email or business email attribute.

Contact Us

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,

1. Initiate a chat directly from within CustomerSuccessBox. Use chat option from the Chat icon in the left side navigation bar
2. Create a conversation from here
3. Send an email to support@customersuccessbox.com