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The HelpScout integration brings support conversations into Zudo so you can see support activity next to meetings, emails, and requests on each account.

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Connect

Help Scout is configured under Settings → Integrations. There are two ways to connect — pick the one that matches your Help Scout plan.

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Option A: Webhooks (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 new conversation activity to Zudo in real time.
1

Add the integration

Go to Settings → Integrations, click Add Integration, select Help Scout, and choose Webhooks.
2

Copy the Callback URL and Secret Key

After saving, expand the Help Scout integration card. Zudo shows a Callback URL and a generated Secret Key.
3

Create a webhook in Help Scout

In Help Scout, go to Manage → Apps → Webhooks. Paste the Callback URL, paste the Secret Key into the webhook’s Secret Key field, and subscribe to Conversation Created, Conversation Customer Reply, and Conversation Agent Reply.
4

Turn the webhook on

Toggle the webhook Active in Help Scout.
Webhook mode syncs new conversation activity only — past conversations are not imported, and there is no periodic backfill.

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Option B: OAuth App (Standard or Plus plan)

Uses a Help Scout OAuth2 app for full API access. In addition to real-time webhooks, Zudo polls Help Scout every 5 minutes and can backfill recent history.
1

Create an OAuth2 app in Help Scout

In Help Scout, go to My Apps → Create My App to get an App ID (Client ID) and App Secret (Client Secret).
2

Add the integration

In Zudo, go to Settings → Integrations, click Add Integration, select Help Scout, choose OAuth App, and paste the App ID and App Secret. Use Test Connection to confirm the credentials.
3

Generate a webhook URL (optional)

Expand the Help Scout integration card and click Generate URL for near-real-time syncing. Paste it as the Callback URL in Help Scout and set the webhook Secret Key to your App Secret.
4

Backfill past conversations (optional)

From the integration card, import conversations modified within a recent window.

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What syncs

Support conversations from HelpScout 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