Help Scout

How it works

Delighted’s Help Scout integration will automatically create conversations in Help Scout once a survey response is received. You can configure the rules for creating the conversations, ensuring we only create those conversations based on the parameters you set (ex. only for those who reply with "Agree" for CES). 

All conversations created by Delighted will be automatically addressed to the survey respondent – helping to streamline your closed loop processes.

Setting up the integration

  1. Visit the Delighted Help Scout integration page
  2. Follow the onscreen instructions for generating an API key (completed in Help Scout)
  3. Head back to the Help Scout integration page and paste in the API key
  4. Click “Connect to Help Scout”
  5. You’ll be taken to a Delighted page where you can set rules for your Help Scout integration
  6. Add any new rules
  7. Optional: Click the option for “Sync Delighted responses with customers in Help Scout” to attach a score to a matching contact (based on email) in Help Scout
  8. Click “Save & turn on”


What does the synced conversation look like in Help Scout?

The Help Scout conversation will be addressed to the customer responding to the Delighted survey, with a private note including their name, email, score, comment, and any other properties they have associated with their response. We also attach a few tags, including the score type and a tag called "delighted".

Here’s a sample of what the conversation will look like when generated in Help Scout:

You can always edit the subject, prior to sending to the customer, to better customize the response.

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Just received a response – why am I not seeing a new ticket in Help Scout?

We include a 10 minute delay between the moment a response is received in Delighted, and the moment we create that conversation in Help Scout. This delay ensures we provide adequate time for the customer to provide a comment (if applicable) prior to syncing over all that response detail.

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It has been 10 minutes since the response was received in Delighted, why are new tickets not being generated in Help Scout?

Beyond the delay noted above, conversations are most often not being created within Help Scout due to survey responses not triggering their creation. For example, if using the rule “Only promoters who comment”, no other conversations will be created unless Delighted responses meet that exact specification.

Be sure to check your rules and recent responses to see if there are any eligible responses that should create a conversation. If it looks like there are eligible responses that didn’t trigger a survey, let us know and we’ll take a look!

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Can I create workflows based on tickets created via Delighted’s Help Scout integration?

Yes. You can trigger workflows based on the tags we sync over to each ticket. We’ll add two tags: “Delighted” and then a tag for any details of the score (ex. score type if NPS: “Promoter”, “Passive”, or “Detractor”, if CES "Agree", "Neutral", "Disagree", etc.). For more information on creating workflows, see Help Scout’s guide: Get started with Workflows.

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