Issues & support
Set up Help Scout
Connect Help Scout to make your shared-inbox conversations searchable — each becomes a document with the whole thread, private notes labelled, tied to its mailbox, customer and assignee. Read-only.
The app credentials
In Help Scout, open your profile → My Apps → Create My App (any name works; the redirect URL field is not used) and copy the App ID and App Secret it shows. The pair mints a short-lived read-only access token at the start of every sync — nothing else about your Help Scout account is ever stored, and only reads are ever issued.
- Create the app as above.
- Documents → Help Scout, paste the App ID and App secret.
- Optionally list Mailboxes to sync (one name or id per line) under Advanced to narrow the sync — blank syncs every mailbox the app can see.
- Choose access groups, Test, then Sync.
What comes in
- Each conversation becomes a document titled with its number and subject, carrying status, mailbox, customer and assignee.
- The whole thread renders underneath, each reply attributed and dated; internal notes are labelled internal note.
- Spam conversations are left out.
| Mailboxes to sync | Optional — mailbox names or ids, one per line, to narrow the sync to just those mailboxes (matching is case-insensitive). Blank syncs every mailbox the app can see. |
|---|---|
| History to sync (days) | How far back conversations are read on a sync — conversations last modified earlier than this aren't read. Default 730 days (two years). |
Access
Documents synced from Help Scout are visible only to the access groups chosen when the source is set up — access is allow-only.
A short-lived token is minted fresh at the start of every sync from the App ID and secret; nothing else is stored between syncs. Conversations already synced stay searchable once they age out of the History to sync window or their mailbox is removed from the Mailboxes to sync list.
Last updated 20 Sep 2026