Helpscout Integration with Thunai

Overview

HelpScout is a customer support platform that allows businesses to manage and track conversations across multiple channels, providing an organized and efficient way to resolve customer queries.

By integrating HelpScout with Thunai, businesses can automate and streamline their customer support processes.

Thunai’s advanced AI capabilities enhance HelpScout by automatically generating tickets, syncing customer data, and ensuring real-time, seamless interactions between customers and support teams.

Features of HelpScout

• Automated Ticket Creation
• Mailbox Selection
• Ticket Lookup & Updates
• Custom Field Mapping
• Integration with Chat, Voice, and Email Agents

Step 1: Access the Thunai Application

1. Log in to your Thunai account.
2. In the left-hand menu, navigate to Integration → Applications.

3. Locate the HelpScout integration card in the list of available applications.

Step 2: Connection with Thunai

1. Click the Connect button under the HelpScout integration.

2. You will be redirected to the official HelpScout authorization page.
3. Log in to your HelpScout account (if not already logged in).
4. Review the requested permissions and click Allow to connect HelpScout with Thunai.
5. Upon successful authorization, you’ll be redirected back to Thunai, and the connection will be established securely via OAuth.
6. Select the Mailbox where you want tickets to be created.

Click Save to confirm.

This completes the HelpScout integration setup in Thunai.

HelpScout MCP Tools in Thunai

Once connected, the following HelpScout MCP tools are available for automation and agent workflows.

These tools enable Thunai to interact with HelpScout APIs for ticket creation, checking, and synchronization.

MCP Tool Descriptions

1. createHelpscoutTicket – Create a HelpScout Ticket

Purpose:

Automatically creates a new HelpScout ticket whenever a customer raises an issue through Thunai (Chat, Voice, or Email).

Usage Example:

When a user reports “Unable to login” in chat or via email, Thunai automatically creates a HelpScout ticket under the selected mailbox with details like customer name, issue summary, and priority.

2. listHelpscoutMail – List HelpScout Mails

Purpose:

Retrieves all mailboxes from HelpScout. This helps in routing tickets to the correct department (Support, Billing, Sales, etc.).

Usage Example:

During integration, Thunai fetches the list of mailboxes. When a new ticket is created, users can select “Support” or “Technical Support” as the mailbox.

3. checkHelpscoutTicketById – Check Existing Ticket by ID

Purpose:

Fetches detailed information about an existing HelpScout ticket using its Ticket ID. This helps users or AI agents check ticket status or updates instantly.

Usage Example:

A user asks, “What’s the status of my ticket #78921?”

Thunai retrieves ticket details such as status, assignee, and priority directly from HelpScout.

4. checkHelpscoutTicketBySummary – Check Existing Ticket by Summary

Purpose:

Searches for an existing ticket in HelpScout using a summary or subject line. This helps prevent duplicate ticket creation.

Usage Example:

If a customer says, “My payment failed again,” Thunai checks for any existing ticket with a similar subject (“Payment Failed”).

If found, it links the query to the existing ticket instead of creating a new one.

5. getHelpscoutCustomFields – Get HelpScout Custom Fields

Purpose

Fetches all custom fields configured in the HelpScout account to be mapped within Thunai workflows.

These fields allow advanced data collection such as category, priority, product type, etc.

Usage Example

During configuration, Thunai uses this tool to fetch all custom fields from HelpScout.

When a customer creates a ticket, Thunai prompts for mapped fields like Category or Priority and adds them to the ticket automatically.

Integration with Thunai Agents

HelpScout Ticketing integrates with Chat, Voice, and Email Agents in Thunai, allowing users to create, check, and manage tickets without leaving the agent interface.

Each agent leverages the above tools to automate its workflow.

1. Chat Agents

2. Voice Agents

3. Email Agents

Configuration

Step 1: Create & Configure Common Agents

• Set up Chat, Voice, or Email agents as per requirements.
• Assign relevant tools (like createHelpscoutTicket   or checkHelpscoutTicketById  ) to the workflow.

👉 Learn how to create & configure agents

Step 2: Define Workflow & Map with HelpScout Ticketing

• Create workflows for:
  • Ticket Creation
  • Assignment
  • Escalation
  • Tagging
• Map these workflows with the HelpScout tools for a smooth ticket lifecycle.

👉 Learn how to create & configure agents

End-to-End Example Flow

1. A customer reports an issue via Chat: “I can’t access my account.”
2. Thunai checks for an existing ticket using checkHelpscoutTicketBySummary  .
3. If none found, createHelpscoutTicket   is triggered to log the issue.
4. Thunai fetches getHelpscoutCustomFields   for mapped values (e.g., Category = Login, Priority = High).
5. The ticket is created in the selected mailbox from listHelpscoutMail  .
6. Later, the customer can track progress via checkHelpscoutTicketById  .

This ensures end-to-end ticket management directly through Thunai’s agents.

Using MCP Tools with Ask Thunai:

You can use MCP Tools in Ask Thunai by selecting the MCP option and executing tool actions directly (like creating or checking tickets).

Using MCP Tools with Chrome extension:

In the Chrome Extension, you can also choose these tools and perform automated responses — for example, automatically creating or updating tickets from email details.

Benefits

✅ Centralized HelpScout management within Thunai.

✅ Automated, AI-driven ticket creation and tracking.

✅ Real-time updates and field synchronization.

✅ Seamless multi-channel support through Chat, Voice, and Email.

✅ Reduced manual effort and faster issue resolution.