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The Help Scout integration brings support conversations into Zudo so you can see support activity next to meetings, emails, and requests on each account. Help Scout is a connection: it belongs to your organization rather than to the person who set it up, so it keeps working when that person’s own accounts change or they leave the team. You’ll find it under Settings → Connections, alongside Vitally, Linear, and Stripe.

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Connect

Go to Settings → Connections, click Add Connection, and select Help Scout. There are two ways to connect — pick the one that matches your Help Scout plan.

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Option A: Help Scout app (Standard or Plus plan)

Uses a Help Scout app for full API access. Zudo polls Help Scout every 5 minutes, and can import a window of past conversations.
1

Create an app in Help Scout

In Help Scout, go to Manage → Apps → My Apps and create an app. Copy its App ID (Client ID) and App Secret (Client Secret).
2

Add the connection

In Zudo, choose Help Scout app, paste the App ID and App Secret, and click Test connection. Zudo reports how many mailboxes the app can see — if that number is zero, the app belongs to a different Help Scout account than you expected.
3

Backfill past conversations (optional)

Expand the connection and import conversations changed within a recent window. It runs in the background, and ongoing sync carries on while it does.
If Help Scout later rejects the App ID and App Secret, for example because the app was deleted, Zudo turns the connection off and emails your organization’s owners and admins so one of them can reconnect it.

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Option B: Webhook (works on the free plan)

No Help Scout app or paid plan required. Zudo generates a callback URL and Secret Key, and Help Scout posts conversation activity to Zudo as it happens.
1

Add the connection

In Zudo, choose Webhook. Zudo generates a Webhook URL and a Secret Key and shows you both.
2

Create a webhook in Help Scout

In Help Scout, go to Manage → Apps → Webhooks. Paste the Webhook URL as the callback URL, paste the Secret Key into the webhook’s Secret Key field, and subscribe to the conversation events you want — Conversation Created, Conversation Customer Reply, and Conversation Agent Reply cover the common case.
3

Turn the webhook on

Toggle the webhook Active in Help Scout.
Webhook mode syncs new conversation activity only. There is no API access in this mode, so past conversations are not imported and backfill is unavailable.
Both the Webhook URL and the Secret Key stay readable on the connection, so you can copy them again if you need to rebuild the webhook in Help Scout.

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What syncs

Support conversations from Help Scout are linked to the corresponding accounts and appear in the activity timeline. Internal notes are excluded — only customer and agent messages sync. Zudo links a conversation to an account by matching participant email addresses against contacts already in your accounts (with a domain fallback for external senders). Conversations whose participants don’t match any account are skipped — this is the same matching rule used for email sync.

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Why it matters

  • Full account picture — see support tickets alongside meetings, emails, and requests
  • Spot struggling accounts — identify customers with high support volume before it affects health scores
  • Call prep — review recent support issues before a meeting using the timeline or Meeting Prep