Support & Ticketing · Integration
Help Scout
Add Help Scout to your product for your customers, and give your AI agents governed access to it.
Help Scout models support as a shared mailbox rather than a ticket queue, and that shows up everywhere in the API. A conversation is a thread with a customer attached, not a record with a status machine bolted on, so the useful reads are the thread and the customer behind it rather than a status field. Mailboxes are the tenancy boundary a team actually thinks in, which means a connector that ignores them will show an agent someone else's queue. Notes and replies are different objects for a good reason: one is internal and one reaches the customer, and confusing them is the kind of mistake support teams do not forgive. fastn scopes every connection to the individual customer and keeps the token refresh out of your codebase.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let a customer connect their own Help Scout account so their conversations appear next to the workflow your product already owns.
Read the customer behind a conversation, so your product shows who is asking rather than just what was asked.
Add an internal note or send a reply from your product, with the distinction between the two preserved.
React the moment a conversation is created or assigned, rather than polling a mailbox on a timer.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads a thread and its customer history before drafting a reply for a human to send.
An agent adds an internal note within governed permissions, so the audit trail shows what it suggested and when.
An agent triages a newly created conversation into the right mailbox using the customer record.
Example prompt
Summarise the open conversations in this mailbox and flag any waiting on us for more than a day.
Set up Help Scout in 4 steps
- 01Enable the Help Scout connector from your fastn dashboard.
- 02Have each customer authorise their own Help Scout account, so calls run under their credentials rather than a shared key.
- 03Decide which conversations, customers and tags your product needs, map those fields, then enable the actions and triggers you want.
- 04Call it from your product and expose it to your agents through the same governed connection.
Why teams use the Help Scout integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a Help Scout integration without building it. Your customers connect their own Help Scout account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a Help Scout update is not your on-call problem.
- One integration serves your product and your agents. The same governed Help Scout connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
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NetSuiteHelp Scout integration FAQ
How do I add a Help Scout integration to my product?
Enable the Help Scout connector in your fastn dashboard, then let each customer authenticate their own Help Scout account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no Help Scout client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own Help Scout account?
Yes. Every connection is scoped to the individual customer, so each authorises their own Help Scout account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this Help Scout integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads a thread and its customer history before drafting a reply for a human to send.
Who maintains the Help Scout integration?
fastn does. When Help Scout changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve a Help Scout conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in Help Scout?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the Help Scout integration?
A common starting point: let a customer connect their own Help Scout account so their conversations appear next to the workflow your product already owns. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the Help Scout integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding Help Scout does not change your per-connector cost. You can start free with 3 connected accounts.
Add Help Scout to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.