Help Scout
Send the right update through Help Scout at the right moment, with a person approving what reaches customers.
31 ways to read, 11 ways to write, each write switched on by you.
Quality checks
Built and tested with example responses.
- Ready to connect: doneEvery listed action is built in.
- Built and tested with example responses: doneEach action is built from the provider’s published API and tested against example responses, errors, rate limits and paging.
Connected, approved, proven.
The things teams do most with Help Scout, an example flow with a person in the loop, and what Nexra keeps as proof.
Top actions
- Create conversationApproval by rule
- Create customerApproval by rule
- Get company reportRead
Example flow
- Help Scout · Get company reportDone
- Help Scout · Create conversationNeeds approval
- Nexra · Record the decision and result in the evidence chainProven
Example workflow. Routine runs go through on their own. Only a change your rules flag, such as one over a limit you set, waits for the right person, who sees the exact change and the rule before it reaches Help Scout.
What gets logged
- Whether it ran on its own or who approved it, and under which rule
- A fingerprint of the exact request sent to Help Scout
- Help Scout's reply: what it created or changed
- One entry in the evidence chain, linked to the one before
Try this in the sandbox
Run the whole flow with test data in your sandbox, then connect your own account when you are ready to go live.
For developers
Technical detail
Read and write Help Scout conversations, notes, customers and organizations; read inboxes, folders, saved replies, users, teams, tags, workflows, ratings and reports.
Help Scout API docs- Source actions
- 31
- Destination actions
- 11
- Data types
- 28
What you can map
Reads are always available. Writes are off until you switch them on for a connection, and governed writes follow your policies.
Company report1
- Get company reportSource
Customers helped, replies and resolutions per day, overall and per user. Reports need the Plus or Pro plan.
Conversation fields1
- Set conversation custom fieldsDestinationProvider duplicate protectionApproval before production
Sets mailbox custom field values on a conversation.
Conversation snooze1
- Snooze conversationDestinationProvider duplicate protectionApproval before production
Snoozes a conversation until a time; later calls replace the snooze.
Conversation tags1
- Set conversation tagsDestinationProvider duplicate protectionApproval before production
Replaces the tags on a conversation.
Conversations report1
- Get conversations reportSource
Conversation volume, busiest times, tags and customers. Reports need the Plus or Pro plan.
Conversations4
- Create conversationDestinationNot retried automaticallyApproval before production
Creates a conversation with a first customer message, reply or note thread.
- Get conversationSource
A conversation with embedded threads and custom fields.
- List conversationsSourceIncremental
Conversations in all statuses, oldest modification first when filtered.
- Update conversationDestinationProvider duplicate protectionApproval before production
Changes status, subject, assignee, mailbox or primary customer (one change per request).
Current user1
- Get current userSource
The Help Scout user who owns the app credentials.
Customer properties1
- List customer propertiesSource
Customer property definitions with type and drop-down options.
Customers4
- Create customerDestinationNot retried automaticallyApproval before production
Creates a customer with emails and phones.
- Get customerSource
A customer with emails, phones and profile details.
- List customersSourceIncremental
Customers with emails and phones, oldest modification first when filtered.
- Update customerDestinationProvider duplicate protectionApproval before production
Replaces profile fields on a customer with JSON Patch operations.
Happiness report1
- Get happiness reportSource
Happiness score and great, okay and not-good percentages. Reports need the Plus or Pro plan.
Mailbox fields1
- List mailbox custom fieldsSource
Custom field definitions of a mailbox with options.
Mailbox folders1
- List mailbox foldersSource
Folders of an inbox with conversation counts.
Mailboxes2
- Get mailboxSource
One mailbox by ID.
- List mailboxesSource
Mailboxes (inboxes) the app user can access.
Notes1
- Add noteDestinationNot retried automaticallyApproval before production
Adds an internal note to a conversation.
Organization customers1
- List organization customersSource
Customers associated with an organization.
Organization properties1
- List organization propertiesSource
Organization property definitions with type and options.
Organizations4
- Create organizationDestinationNot retried automaticallyApproval before production
Creates an organization; the new ID comes from the Resource-ID header.
- Get organizationSource
One organization with counts and property values.
- List organizationsSource
Organizations (companies) your customers belong to.
- Update organizationDestinationProvider duplicate protectionApproval before production
Replaces an organization's details; fields not mapped are cleared.
Productivity report1
- Get productivity reportSource
Response time, resolution time and replies sent. Reports need the Plus or Pro plan.
Replies1
- Reply to conversationDestinationNot retried automaticallyApproval before production
Emails a reply to the customer on a conversation.
Satisfaction ratings2
- Get satisfaction ratingSource
One satisfaction rating by ID.
- List satisfaction ratingsSource
Happiness ratings with comments, customer and rated user in a period.
Saved replies2
- Get saved replySource
One saved reply with its full email and chat text.
- List saved repliesSource
Saved replies of an inbox with previews (read only).
Tags2
- Get tagSource
One tag by ID.
- List tagsSource
Tags with usage counts.
Team members1
- List team membersSource
Users who belong to a team.
Teams1
- List teamsSource
Teams with mention handle and time zone.
Threads1
- List threadsSource
Customer messages, replies, notes and line items in a conversation.
User report1
- Get user reportSource
One user's replies, resolutions, happiness and response times. Reports need the Plus or Pro plan.
Users2
- Get userSource
One user by ID.
- List usersSource
Help Scout users (agents) with role and timezone.
Workflows1
- List workflowsSource
Automatic and manual workflows with status and mailbox.
Access and limits
- Authentication
- OAuth app ID and secret (client credentials)
- Plans and access
- All Help Scout plans include the Mailbox API; happiness rating reports need Plus or Pro. Client-credentials apps act as the Help Scout user who created the app and see that user's mailboxes.
- Test environment
- Help Scout free trials can be used for testing.
- Rate limits
- 200–800 requests per minute by plan, with write requests weighted; HTTP 429 with X-RateLimit-Retry-After.
- Pagination
- page numbers with HAL page.totalPages; page size is fixed by Help Scout.
- Provider events
- Help Scout webhooks for conversation, customer and rating events. Flows run on demand, on a schedule, or when a scheduled check finds new or changed records.
Before you build a flow
- Conversation and customer deletion are not implemented.
- Conversation updates apply one change per request, as the Help Scout JSON Patch endpoint requires.
- Conversations created with a reply thread email the customer unless imported is set.
- Help Scout documents no idempotency key: conversation, reply, note and customer creates are not repeated automatically when uncertain.
- Satisfaction ratings come from the happiness ratings report (Plus and Pro plans).
- conversations.get follows Help Scout's HTTP 301 for a merged conversation (one hop, api.helpscout.net only) and returns the conversation it was merged into, whose ID differs from the one requested; threads are embedded only if the Location URI keeps embed=threads. Other operations do not follow redirects.
- Docs collections and articles are not implemented: the Docs API lives on docsapi.helpscout.net and authenticates with a separate Docs API key over Basic auth, while the recipe runtime applies one authentication scheme (the Inbox API OAuth token) to every origin.
- Organization updates are full replacements: Help Scout clears any field not sent, so map every field you want to keep.
- Workflows are read only; running manual workflows, deleting threads and scheduled-reply publishing are intentionally excluded. Customer replies keep the existing replies.send operation.
- Saved replies are read only; their list is not paginated by Help Scout.
Developer reference
- Create the Help Scout credentials described above with the narrowest permissions your flows need.
- In Nexra, open Connect, then Connections, then New connection, choose Help Scout, enter its settings and credentials, and tick only the write actions you need. Connection guide
- Test the connection, then use its actions as flow sources and destinations. Flow guide
Machine-readable detail: GET /api/public/connect/connectors/help-scout and the Connections API.