Help Scout
Helpdesk management
Enables shared team inbox so teams can filter and assign emails, annotate requests, track history and previous conversations, create and assign custom tags, and define conversation statuses for at-a-glance management
Provides conversation reports and defines busiest days, messages received, total conversations, new conversations, most active customers and number of customers
Enables custom reporting features so teams can generate happiness, productivity, and doc reports by combining conditions like mailbox type, tags, and folders
Files emails into knowledge base for snippet management and reports on visitor interaction, failed searches, top articles, or top categories so teams can optimize content and user support questions
How Help Scout works
Help Scout has an API that lets you add and update customers to keep things up to date so that when someone emails, your agents know who they are. To get things up and running on your own it would require a server to be spun up and scripts written that pull data from your user database and format it for the Help Scout API. Any customer attributes based on site or app usage would be difficult to implement since Help Scout doesn’t have a Javascript API or mobile SDKs to update customers.
Get more out of Help Scout with Segment
Once you’re set up with Segment and identifying your customers, those user traits get send to Help Scout automatically with no additional code or setup required on your part. An email address is required, but all other custom traits will also appear automatically. By using Segment’s integration to install Help Scout you can entirely skip the development process and save time for your technical resources, not to mention reduce duplicative event tracking code on your site(s).
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Integrate Help Scout with Segment
Segment makes it easy to set up Help Scout.