# Help Scout

**Categories:** SaaS Application

Route Help Scout tickets intelligently and automate customer support workflows.

Help Scout is a customer support platform that centralizes email, chat, and self-service interactions into a shared inbox for support teams. Integrating Help Scout with Harmony brings customer-facing ticket data into your IT service management workflows, reducing silos between support and operations. This connection lets Harmony's AI surface trends, automate escalations, and keep both teams aligned in real time.

## Capabilities

- **Ticket Sync**: Automatically mirror Help Scout conversations in Harmony so IT teams have full visibility into customer-reported issues.
- **Automated Escalation**: Trigger Harmony incident workflows when Help Scout tickets meet defined priority thresholds or SLA breach conditions.
- **Trend Analysis**: Aggregate Help Scout ticket data in Harmony to identify recurring issues and proactively address underlying IT problems.

## What Harmony does with Help Scout

Connecting Help Scout lets teams view and manage support conversations right inside Slack or Teams, alongside data from other tools. IT sees who has Help Scout access and handles access requests with the right approvals. Harmony applies AI to spot trends across mailboxes.

## Data synced

- Conversations from connected mailboxes
- All mailboxes accessible through the account
- Conversation statuses, tags, and assignee information
- Users with Help Scout access and their status

## Actions available

- View and manage Help Scout conversations from chat
- Request Help Scout access or a mailbox assignment
- Apply automation rules triggered by conversation events

## Real-world use cases

**Support in one place**: A team member handles a Help Scout conversation from Slack without opening a second tool.

**Trend spotting**: Harmony analyzes mailbox data and flags a spike in a recurring support topic.

**Access control**: A new support agent requests a mailbox assignment in chat and it routes for approval.

## Related integrations

- [Salesforce](/integrations/salesforce)

- [Microsoft 365](/integrations/microsoft-365)

- [Zoom](/integrations/zoom)

## FAQ

### What is Help Scout?

Bring Help Scout conversations and access into Slack and Teams so teams resolve support requests without switching tools. Connecting Help Scout lets teams view and manage support conversations right inside Slack or Teams, alongside data from other tools.

### What data does Harmony sync from Help Scout?

Harmony's Help Scout integration syncs the following into a single agent inventory: conversations from connected mailboxes; all mailboxes accessible through the account; conversation statuses, tags, and assignee information; and users with Help Scout access and their status.

### What can I do with Help Scout through Harmony?

Through the Help Scout integration, Harmony can view and manage Help Scout conversations from chat; request Help Scout access or a mailbox assignment; and apply automation rules triggered by conversation events.

### How does the Help Scout integration help IT teams?

A team member handles a Help Scout conversation from Slack without opening a second tool.

### What other integrations pair with Help Scout in Harmony?

Help Scout is commonly paired with Salesforce (SaaS Application), Microsoft 365 (SaaS Application), and Zoom (SaaS Application) inside Harmony, giving IT one unified view across related systems.