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Help Scout Destination

Nexla's bi-directional connectors allow data to flow both to and from any location, making it simple to create a FlexFlow data flow that sends data to a Help Scout location.
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Help Scout

Create a Help Scout Destination​

  1. Click the + icon on the Nexset that will be sent to the Help Scout destination, and select the Send to Destination option from the menu.

  2. Select the Help Scout connector from the list of available destination connectors. Then, select the credential that will be used to connect to the Help Scout account, and click Next; or, create a new Help Scout credential for use in this flow.

  3. In Nexla, Help Scout destinations can be created using pre-built endpoint templates, which expedite destination setup for common Help Scout write endpoints. Each template is designed specifically for the corresponding Help Scout endpoint, making data destination setup easy and efficient.
    • To configure this destination using a template, follow the instructions in Configure Using a Template.

    Help Scout destinations can also be configured manually, allowing you to send data to Help Scout endpoints not included in the pre-built templates or apply further customizations to exactly suit your needs.
    • To configure this destination manually, follow the instructions in Configure Manually.

Configure Using a Template​

Nexla provides pre-built templates that can be used to rapidly configure destinations to send data to common Help Scout endpoints. Each template is designed specifically for the corresponding Help Scout endpoint, making destination setup easy and efficient.

Endpoint Settings​

  • Select the endpoint to which this destination will send data from the Endpoint pulldown menu. Available endpoint templates are listed in the expandable boxes below. Click on an endpoint to see more information about it and how to configure your destination for this endpoint.

    Create a new conversation (ticket) in a mailbox

    Creates a new conversation (support ticket) in a Help Scout mailbox. Use this endpoint to programmatically open support tickets from external systems such as monitoring tools, CRMs, or data pipelines.

    • Sends a POST request to https://api.helpscout.net/v2/conversations with the conversation subject, mailbox ID, customer, and initial thread in the request body.
    • The request body must include at minimum a subject, mailboxId, customer (with email), and at least one thread (the initial message).

    Help Scout returns a 201 Created response with a Location header pointing to the new conversation. Enable the Response Webhook option to capture the new conversation ID.

    Create a reply thread on a conversation (send a reply to a customer)

    Creates a reply thread on an existing conversation, sending a reply to the customer from an agent. Use this endpoint to automate outbound responses based on data-driven conditions or templated replies.

    Sending a reply will notify the customer via email. Review the reply content carefully before activating this destination in a production environment.

    Create a new customer record

    Creates a new customer record in Help Scout. Use this endpoint to synchronize customer data from external CRMs, e-commerce platforms, or identity systems into Help Scout.

    Help Scout deduplicates customers by email address. If a customer with the same email already exists, the API will return a reference to the existing record rather than creating a duplicate.

    Update conversation fields (status, subject, assignee, tags, custom fields) via JSON Patch

    Updates conversation fields such as status, subject, assignee, tags, and custom fields using JSON Patch operations. Use this endpoint to automate conversation triage, tagging, or assignment workflows.

    The request body must follow the JSON Patch format (RFC 6902). For example, to change conversation status to closed, use: [{"op":"replace","path":"/status","value":"closed"}].

    Update an existing customer record (name, email, phone, properties)

    Updates an existing customer record in Help Scout, including name, email addresses, phone numbers, and custom properties. Use this endpoint to keep Help Scout customer data synchronized with external systems.

    Customer IDs can be obtained from the List customers source endpoint. Use a lookup macro to pass customer IDs dynamically.

    Create a customer thread (inbound message from a customer) on a conversation

    Creates a customer thread (inbound message from a customer) on an existing conversation. Use this endpoint to simulate or replay inbound customer messages as part of data migration or conversation reconstruction workflows.

    • Sends a POST request to the customer thread endpoint for a specific conversation with the message body and customer details in the request body.
    • Configure the following parameters: Id — the unique identifier of the conversation on which to create the customer thread.

    Customer thread creation may trigger automated workflows and notifications configured in Help Scout. Test against a non-production mailbox before activating in a live environment.

    Create an internal note thread on a conversation

    Creates an internal note thread on an existing conversation. Internal notes are only visible to agents and are not sent to customers. Use this endpoint to add automated context, alerts, or metadata to conversations from external systems.

    • Sends a POST request to the note thread endpoint for a specific conversation with the note body and optional mentioned user IDs in the request body.
    • Configure the following parameters: Id — the unique identifier of the conversation on which to create the internal note.

    Internal notes are not sent to customers and will not trigger customer-facing notifications. They are visible only to agents with access to the conversation.

    Create a new webhook subscription

    Creates a new webhook subscription in Help Scout to receive real-time event notifications. Use this endpoint to programmatically register Nexla webhook sources or external endpoints for event-driven data ingestion.

    Admin-level permissions are required to create webhook subscriptions. The target URL must be publicly accessible and able to respond to Help Scout webhook payloads.

    Update a specific email address on a customer record

    Updates a specific email address associated with a customer record in Help Scout. Use this endpoint to correct or update individual email entries on a customer profile without replacing the entire record.

    • Sends a PATCH request to the customer email endpoint for a specific customer and email ID.
    • Configure the following parameters: Id — the unique identifier of the customer. Emailid — the unique identifier of the specific email address to update.

    Email entry IDs are returned as part of the customer record from the Get Customer source endpoint.

    Delete a webhook subscription

    Deletes an existing webhook subscription from Help Scout. Use this endpoint to deregister webhooks as part of cleanup workflows or to manage webhook lifecycle programmatically.

    Webhook IDs can be obtained from the List Webhooks source endpoint. Deleting a webhook immediately stops all future event deliveries to its target URL.

    Enable or disable a workflow

    Enables or disables a Help Scout workflow. Use this endpoint to programmatically toggle automation rules on or off as part of scheduled or event-driven management workflows.

    • Sends a PATCH request to the workflow status endpoint with the desired enabled/disabled state.
    • Configure the following parameters: Id — the unique identifier of the workflow to enable or disable.

    Workflow IDs can be obtained from the List all workflows source endpoint. Disabling an active workflow immediately stops it from processing new conversations.

    Delete (archive) a conversation

    Deletes (archives) a conversation in Help Scout. Use this endpoint to programmatically clean up test conversations, remove spam, or archive resolved tickets as part of a data retention workflow.

    Deleting a conversation archives it and removes it from the active inbox view. Archived conversations may be recoverable from the Help Scout admin interface depending on your plan settings.

Endpoint Testing​

Once the selected endpoint template has been configured, Nexla can send a sample payload to the Help Scout API to ensure that the destination is set up correctly.

  • To test the current endpoint configuration, click the Test button to the right of the endpoint selection menu. Sample data will be fetched & displayed in the Endpoint Test Result panel on the right.

  • If the sample data is not as expected, review the selected endpoint and associated settings, and make any necessary adjustments. Then, click the Test button again, and check the sample data to ensure that the correct information is displayed.

Configure Manually​

Help Scout destinations can be configured to send data to any valid Help Scout Inbox API 2.0 endpoint. Using manual configuration, you can also configure Nexla to automatically send the response received from the Help Scout API after each call to a new Nexla webhook data source.

API Method​

  1. To manually configure this destination, select the Advanced tab at the top of the configuration screen.

  2. Select the API method that will be used for calls to the Help Scout API from the Method pulldown menu. Common methods for Help Scout write operations include:

    • POST: To create new resources — for example, creating a new conversation (POST /v2/conversations) or adding a thread to an existing conversation (POST /v2/conversations/{'{conversationId}'}/threads)
    • PATCH: To apply partial updates to existing resources — for example, updating conversation status, subject, or assignee
    • PUT: To replace existing resource data
    • DELETE: To delete resources such as conversations, threads, or tags

Data Format​

  1. Select the format in which the Nexset data will be sent to the Help Scout API from the Content Format pulldown menu. Nexla will automatically convert the data to the selected format for each API call.

    Help Scout's Inbox API 2.0 accepts JSON request bodies. Select JSON as the content format to ensure that data is sent in the format expected by the Help Scout API.

API Endpoint URL​

  1. Enter the URL of the Help Scout API endpoint to which you want to send the Nexset data in the URL field. The Help Scout Inbox API 2.0 base URL is https://api.helpscout.net/v2/.

    Common Help Scout destination endpoint URL patterns include:

    • Create a Conversation: https://api.helpscout.net/v2/conversations
    • Update a Conversation: https://api.helpscout.net/v2/conversations/{'{conversationId}'}
    • Create a Thread (reply, note, etc.): https://api.helpscout.net/v2/conversations/{'{conversationId}'}/threads
    • Create a Customer: https://api.helpscout.net/v2/customers
    • Update a Customer: https://api.helpscout.net/v2/customers/{'{customerId}'}
    • Create a Tag: https://api.helpscout.net/v2/tags
    • Update Conversation Tags: https://api.helpscout.net/v2/conversations/{'{conversationId}'}/tags

    For update and upsert operations, include the ID of the object to be updated at the end of the URL. For example, to update conversation 12345, enter https://api.helpscout.net/v2/conversations/12345.

Request Headers​

Optional

  • If Nexla should include any additional request headers in API calls to this destination, enter the headers and corresponding values as comma-separated pairs in the Request Headers field (e.g., header1:value1,header2:value2).

    You do not need to include the Authorization header — Nexla automatically adds the Bearer token from your Help Scout credential to every API request.

Exclude Attributes from the Call​

Optional

  • If any record attributes in the Nexset should be omitted when sending data to this Help Scout destination, select the attributes from the Exclude Attributes pulldown menu.

  • Any number of attributes can be selected for exclusion, and all excluded attributes will be shown in the field. To remove an attribute from the list, click the X icon next to the attribute name.

Record Batching​

Optional

  1. If records should be sent to this destination in batched API calls, check the box next to Would you like to batch your records together? to enable record batching.

  2. Enter the maximum number of records that should be batched together in a single API call in the Batch Size field. By default, this value is set to 100.

  3. Select the algorithm that will be used to group records into batches from the Grouping Algorithm pulldown menu. The sample request shown in the panel on the right will be updated to reflect the current batching settings.

    Most Help Scout API write endpoints accept a single resource object per call rather than arrays of objects. Verify the expected request format for your target endpoint in the Help Scout Inbox API 2.0 documentation before enabling record batching.

Response Webhook​

Optional

Nexla can automatically send the response received from the Help Scout API after each call to a new Nexla webhook data source. This option allows you to keep track of the status of each API call and any additional information returned after each call — for example, capturing the newly created conversation ID returned by Help Scout after a successful POST /v2/conversations request.

  • To enable this option, check the box next to Would you like to process the API response as a Nexla Webhook source?.

Sample Request Payload​

Sample request payloads containing a portion of the Nexset data that will be sent to the Help Scout API endpoint based on the current settings are shown in the Sample Payload panel on the right. These samples can be referenced to ensure that the destination and request settings are correctly configured.

  • Click on a sample request payload to expand it and view the complete payload content.

  • Sample payloads are automatically updated with each setting change, making it easy to verify that changes achieve the desired effect.

Endpoint Testing (Manual Configuration)​

After all endpoint settings have been configured, Nexla can send a test payload to the Help Scout API to ensure that the destination is configured correctly.

  1. To send a test payload, select the Test button at the top of the Sample Payload panel, and click on a listed sample payload to expand it.

  2. If any modifications to the sample payload are needed, make the necessary changes directly within the sample window.

  3. Click the Send Test Data button at the top of a sample payload to send the test payload to the Help Scout API using the current settings.

Save & Activate the Destination​

  • Once all endpoint settings have been configured, click the Done button in the upper right corner of the screen to save and create the destination. To send the data to the configured Help Scout endpoint, open the destination resource menu, and select Activate.

    The Nexset data will not be sent to the Help Scout API endpoint until the destination is activated. Destinations can be activated immediately or at a later time, providing full control over data movement.