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 and syncing customer data, ensuring real-time, seamless interactions between customers and support teams.


Features of Helpscout

  • Automated Ticket Creation
  • Mailbox Selection


Step 1: Access the Thunai Application

  • Log in to your Thunai account.
  • In the left-hand menu, navigate to Integration and select Applications.
  • Locate the HelpScout integration card in the list of available applications.

Step 2: Enter Your HelpScout API Key

  • Click the Connect button under the HelpScout integration.
  • You will be prompted to enter your HelpScout API Key.
  • To retrieve your API Key from HelpScout:
    • Go to the HelpScout Dashboard.
    • Click on your profile picture in the top right corner.
    • Select Authentication from the menu and then click on API Keys.
  • Copy the API Key provided.
  • Paste the copied API Key into the Thunai HelpScout integration setup page.
  • Select the Mailbox where you want tickets to be created.

Step 3: Save and Verify Connection

  • Click Save & Connect to confirm the API Key and establish the connection.
  • Thunai will validate the API Key and establish a successful connection.
  • Once verified, the HelpScout integration card will show options such as:
    • Create Tickets: Allow Thunai AI to automatically generate HelpScout tickets.
    • Disconnect: Remove the HelpScout integration if required.

This completes the HelpScout integration setup in Thunai.

Integration with Agents

Help Scout Ticketing can be integrated with Chat, Voice, and Email Agents to streamline support ticket creation and management. This integration enables users to raise, update, and track tickets directly from agents without needing to log into Help Scout.

Supported Agents & Features

1. Chat Agents

  • Create New Tickets – Raise support tickets directly from the chat interface.
  • Link to Similar Tickets – Detect and link new tickets with existing similar ones.
  • Check Ticket Details – View ticket status, priority, assignee, and tags directly.
  • Update Ticket Details – Update ticket fields, notes, or assignments from chat.
  • Custom Fields Support – Map Help Scout ticket fields (e.g., category, product, priority). Agents will collect these values during ticket creation.
  • Authorization (Optional) – Secure ticket actions with OTP verification or other methods.

2. Voice Agents

  • Create New Tickets – Generate new Help Scout tickets using voice commands.
  • Link to Similar Tickets – Identify and associate tickets with existing ones.
  • Check Ticket Details – Retrieve ticket status, assigned agent, and priority through voice prompts.
  • Update Ticket Details – Update ticket information via guided voice interactions.
  • Custom Fields Support – Capture mapped custom field values through voice inputs.
  • Authorization (Optional) – Protect ticket actions using OTP or voice authentication.

3. Email Agents

  • Create New Tickets – Open new tickets by sending structured emails.
  • Link to Similar Tickets – Automatically match and link similar tickets.
  • Check Ticket Details – Get ticket details (status, assignee, tags, priority) via email response.
  • Update Ticket Details – Edit or update tickets by sending email instructions.
  • Custom Fields Support – Collect mapped custom field values from email content.
  • Authorization (Optional) – Add OTP or email-based authentication before allowing ticket operations.

Configuration

  1. Create & Configure Common Agents
    • Set up Chat, Voice, or Email agents according to your requirements.

👉 Learn how to create & configure agents

  1. Set Workflow & Map with Help Scout Ticketing
    • Define workflows (ticket creation, assignment, escalation, tagging).
    • Map workflows with Help Scout Ticketing for smooth ticket lifecycle management.

👉 Learn how to create & configure agents

Once configured, users can manage Help Scout Tickets end-to-end via Chat, Voice, or Email agents, ensuring quicker ticket resolution and better customer support.

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