Help Scout
Escalate conversations by opening a Help Scout conversation for your support team.
Overview
Connect Help Scout and your agent can hand a conversation to your human team by opening a conversation in Help Scout. The conversation includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.
What you can do
Let the agent handle routine questions on its own, and hand off to Help Scout the moment a case needs a person, with the context already on the conversation.
Zetra's own Helpdesk comes first
Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if Help Scout is ever unreachable. If you connect several helpdesks, each one gets its own conversation.
Before you start
- A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
- A Help Scout account with at least one mailbox.
- A Standard plan or above. See pricing.
How to connect Help Scout
Open the Help Scout integration
Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the Help Scout card. A window opens.
Log in to Help Scout and authorize
Log in to Help Scout (email and password, or Google) and approve Zetra. The window closes and the card shows Connected.
Choose the mailbox
Zetra uses your first mailbox. To use another, click Manage, pick it from the Mailbox list and click Save.
Add the Escalations action
- Open your agent and click Build → Actions.
- Click Create action, open Escalations and choose Create ticket.
- Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.
When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in Help Scout and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.
Check it works
In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new conversation should appear in your Help Scout mailbox within a few seconds, with a summary of the issue.
Troubleshooting
“This Help Scout account has no mailbox Zetra can use”
Possible cause: the user who signed in can't see any mailbox.
Managing the connection
Click Manage on the Help Scout card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching Help Scout; tickets already created stay in Help Scout.