Help Scout Connector

Connect Help Scout so Applied can create conversations, add replies or notes, close conversations, and sync conversation activity from Help Scout webhooks.

Use this Connector when Help Scout is your help desk and Applied should keep customer handoffs aligned with Help Scout mailboxes.

Common use cases

Create Help Scout conversations during Applied escalations.
Add customer replies, agent replies, or internal notes to Help Scout conversations.
Close Help Scout conversations from Applied workflows.
Sync Help Scout conversation, reply, note, status, assignment, tag, move, and merge events into Applied.
Automatically subscribe the configured Help Scout mailbox to Applied’s webhook endpoint when the connector is created.

Before you begin

Before connecting Help Scout, make sure:

A Help Scout administrator can create an app with API credentials.
You have the app Client ID and Client Secret.
You know the Help Scout mailbox ID Applied should create conversations in.
You know whether webhook signing should use a specific shared secret. If you leave it blank, Applied generates one during setup.
You have a test customer or conversation available for validation.

Applied uses the Help Scout Mailbox API with OAuth 2.0 Client Credentials.

Get Help Scout API credentials

Create or use a Help Scout app that can access the Mailbox API.

In Help Scout, create an app or open the existing app used for API access.
Copy the Client ID.
Copy the Client Secret.
Confirm the app can access the mailbox where Applied should create conversations.

Applied exchanges these credentials for a Help Scout access token and refreshes the token when needed.

Find the mailbox ID

Applied needs the numeric Help Scout mailbox ID for new conversations.

Use the mailbox your team wants Applied escalations to enter. If you are not sure which mailbox ID to use, ask a Help Scout administrator or inspect the mailbox through the Help Scout Mailbox API.

Connect Help Scout in Applied

Open Connectors.
Click New.
Choose Help Scout.
Enter the Client ID.
Enter the Client Secret.
Enter the mailbox ID.
Optionally enter a webhook signing secret.
Create the connection.

Applied stores the Client Secret and webhook signing secret as encrypted credentials. The mailbox ID and default ticket behavior are stored as connector metadata. During connector creation, Applied creates the Help Scout webhook for the configured mailbox. If webhook creation fails, the connector is not created.

Configure webhooks

Help Scout webhooks are supported for conversation events. Applied creates the webhook automatically during connector setup using this callback URL:


https://<your-applied-domain>/v1/integrations/helpscout/event/?integration_id=<integration-id>

Applied subscribes to:

convo.created
convo.customer.reply.created
convo.agent.reply.created
convo.note.created
convo.status
convo.assigned
convo.tags
convo.moved
convo.merged

Applied sends the configured or generated webhook secret to Help Scout when it creates the webhook. Applied verifies X-HelpScout-Signature against the raw webhook body before processing the event.

Validate the connection

After setup:

Create a test Applied escalation and confirm a Help Scout conversation is created in the expected mailbox.
Add an internal note from Applied and confirm it appears in Help Scout.
Add a customer reply or agent reply in Help Scout and confirm Applied syncs the webhook event.
Close the Applied conversation and confirm the Help Scout conversation status changes as expected.

Common issues

Help Scout says credentials are invalid

Confirm the Client ID and Client Secret belong to a Help Scout app with Mailbox API access.

New conversations appear in the wrong mailbox

Check the mailbox ID configured in Applied. Help Scout mailbox IDs are numeric.

Webhook verification fails

Confirm the webhook secret in Help Scout matches the secret configured in Applied. The signature is calculated from the raw request body, so proxies or middleware that rewrite the body can invalidate the signature.

Webhook events arrive but conversations do not sync

Confirm the webhook event is one of the supported convo.* events and that the Help Scout app credentials can fetch the conversation with embedded threads.