Thunai Chat Agents – HelpScout Workflow Integration Guide

Key Features Available with HelpScout Integration

• Create New Tickets

  Easily raise tickets through the chat agent interface.

• Link to Similar Tickets

  If a new issue matches an existing one, the agent can link them.

• Check Ticket Details

  View status, priority, and other ticket information directly from the chat interface.

• Update Ticket Priority

  Modify the priority of raised tickets as required.

• Authorization (Optional Security Layer)

  Enable OTP verification or other authorization methods before allowing users to create or check tickets for enhanced security.

Workflow Integration for Chat Agents

Step 1: Enable Workflow in Helpscout

1. Open the Application section.
2. Locate and select the Helpscout app.
3. Select the mailbox.
4. Click Save to apply your settings.

Step 2: Create a Chat Agent

1. Navigate to the Chat Agents menu.
2. Click Create Chat Agent.
3. Complete the required fields with the necessary information.
4. Hit Save to finalize the creation of the chat agent.

Step 3: Configure Workflow for the Chat Agent

1. Open the Chat Agent you just created.
2. Go to the Workflow section.
3. From the Application dropdown, select Helpscout.
4. Choose the Helpscout accounts where tickets should be raised.
5. Click Save to apply the changes with custom fields if required.

Step 4: Verify Integration

1. Once the configuration is complete, any tickets raised through the chat agent will automatically be added to the mapped Helpscout project’s account.

Step 5: Open the Chat Agent Beacon and Start Reporting the Issue

1. Open the chat agent beacon.
2. Start reporting the issue, and it will ask for the required details.
3. It will raise the ticket in Helpscout.