Reference · built on requestConnectorSupport & service desks

Help Scout

Conversations, customers, inboxes, users, and ratings from Help Scout through the Mailbox API 2.0 and webhooks.

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About

Help Scout is a shared-inbox help desk. It holds conversations and their threads, customers with emails, phones, and social profiles, inboxes with routing and saved replies, users and teams, tags, workflows, ratings, and reports. The Mailbox API 2.0 runs at api.helpscout.net/v2 over HTTPS only and speaks JSON.

Through Fibric, an operator reads conversations as webhook events arrive, checks the customer and organization, and proposes a reply, a note, a status change, or an assignment for your approval. Write calls count double against the rate limit, so proposals are batched. A receipt records each approved action, the reason, and how to reverse it.

This is a reference listing. It documents what Fibric would read from Help Scout and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Conversations with threads, attachments, tags, custom fields, and snooze state
  • Customers with addresses, emails, phones, chat handles, social profiles, and websites
  • Inboxes, routing configuration, and saved replies
  • Users, teams, and organizations
  • Webhook events such as convo.created, convo.assigned, convo.status, convo.tags, convo.customer.reply.created, convo.agent.reply.created, and convo.note.created
  • Satisfaction ratings through satisfaction.ratings events and the Ratings endpoint
  • Reports and workflows

Proposed actions

  • Target capability: propose a reply through POST /v2/conversations/{conversationId}/reply, optionally as a draft
  • Target capability: propose a note on a conversation through Create Note
  • Target capability: propose a status change or assignment with the reply, using the status and assignTo fields
  • Target capability: propose a tag or custom field change on a conversation

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Draft the first reply

    On convo.created, the operator reads the thread and customer, drafts a reply, and proposes it as a draft thread so a person publishes it.

    With First Response

  • Join split threads

    When the same customer writes twice, the operator finds both conversations and proposes a note on each linking the other, with a status change on the duplicate.

    With Thread Merge

  • Follow up on a low rating

    A satisfaction.ratings event with a low score prompts the operator to assemble the conversation and propose a follow-up reply and assignment.

    With Detractor Callback

  • Find the missing article

    The operator groups questions that agents answer from scratch rather than from saved replies and proposes what to document.

    With Knowledge Gap

Requirements

  • A Help Scout account and an OAuth2 application created under Your Profile > My apps
  • An active, invited user that the credentials belong to; otherwise requests return 401
  • A webhook configured under Settings > Workspace > Apps > Webhooks with a secret key for signing
  • An HTTPS endpoint that checks X-HelpScout-Signature and returns a 2xx status
Authentication
OAuth 2 with the Client Credentials flow for an internal integration or the Authorization Code flow for an app, sent as a Bearer token.

Limits

  • Rate limits are per plan and shared by every user on the account; POST, PUT, DELETE, and PATCH count as two requests
  • Access tokens are valid for 2 days; expired tokens return 401
  • A failed webhook event is retried up to 10 times, then discarded; ten discarded events deactivate the webhook
  • Reports are read-only; this listing does not write to reports or workflows

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

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Questions and answers

Which OAuth 2 flow should an internal integration use?
Client Credentials. Post grant_type, client_id, and client_secret to https://api.helpscout.net/v2/oauth2/token and use the access token as a Bearer token. The Authorization Code flow is for apps used by other Help Scout accounts and returns refresh tokens.
How are webhooks secured?
Each request carries an X-HelpScout-Signature header generated from your secret key and the JSON payload. Your endpoint recomputes it and rejects mismatches. Return a 2xx status to acknowledge; a 410 deactivates the webhook.
Do write requests cost more against the rate limit?
Yes. POST, PUT, DELETE, and PATCH count as two requests. Responses carry X-RateLimit-Limit-Minute, X-RateLimit-Remaining-Minute, and X-RateLimit-Retry-After. The per-minute figure depends on your plan.
Ask about Help Scout

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with Help Scout through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy