> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zudo.so/llms.txt
> Use this file to discover all available pages before exploring further.

# HelpScout

> Surface customer support conversations alongside your other account activity.

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

## Connect

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

### 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.

<Steps>
  <Step title="Add the integration">
    Go to **Settings → Integrations**, click **Add Integration**, select **Help Scout**, and choose **Webhooks**.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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{" "}
    <strong>Secret Key</strong> field, and subscribe to <strong>Conversation Created</strong>,{" "}
    <strong>Conversation Customer Reply</strong>, and <strong>Conversation Agent Reply</strong>.
  </Step>

  <Step title="Turn the webhook on">
    Toggle the webhook <strong>Active</strong> in Help Scout.
  </Step>
</Steps>

<Note>
  Webhook mode syncs **new conversation activity only** — past conversations are not imported, and there is no periodic
  backfill.
</Note>

### 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.

<Steps>
  <Step title="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).
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Backfill past conversations (optional)">
    From the integration card, import conversations modified within a recent window.
  </Step>
</Steps>

## 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.

## How conversations link to accounts

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.

## 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](/ai/meeting-prep)