Thunai Email Agents – Helpscout Workflow Integration Guide

This guide walks you through integrating Helpscout with Thunai email Agents for seamless ticket management and workflow automation.

Key Features of 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.

Custom Fields Support

Map Helpscout custom fields to the agent. After setting the issue type and field mapping, agents will collect this data from users during ticket creation.

Workflow Integration for Email Agents

Step 1: Enable Workflow in Helpscout

Go to the Application section.
Select the Helpscout app from the list.
Locate and select the Helpscout app.
Select the mailbox.
Click Save to apply the settings.

Step 2: Create an Email Agent

Navigate to the email Agents menu.
Click on Create Email Agent.
Fill in the required fields with the necessary information.
Click Save to complete the setup.

Step 3: Configure Workflow for the Email Agent

Open the email agent you just created.
Go to the Workflow section.
From the Application dropdown, select Helpscout.
Choose the appropriate Helpscout accounts where tickets should be created.
Click Save to finalize the configuration with custom fields if required.

Step 4: Verify Integration

Once configured:

When an email is sent to the support email linked to the Thunai Email Agent, the ticket will be automatically created in the connected Helpscout Account.
If custom fields are enabled and any mandatory field is missed, the system will reply to the sender asking for the missing information. Once received, the ticket will be created.

Step 5: Raise Issues via Email Agent

Start reporting an issue by emailing the configured support mail.
The agent will prompt for the required details.
Based on the provided inputs, a ticket will be raised in the configured Helpscout Account.