ClientSuccess' integration with HelpScout is via our Support View app and provides visibility to support tickets that clients have opened from HelpScout. If a ClientSuccess user has access to HelpScout, they'll be able to click into tickets and be re-directed to HelpScout in a new browser tab.
Tickets are populated by HelpScout; our Support View provides visibility for up to 25 tickets per client.
This article covers specifics about integrating the Support View with HelpScout. These are required in order to complete the integration.
Pre-Requisites
Authentication in ClientSuccess needs to be completed by an individual with full access to HelpScout, typically an admin
Integration must be completed via a ClientSuccess Admin or Manager's log-in
Installation
Step 1 - Ensure the "Support View App" is enabled under your ClientSuccess Apps Global Settings and reach out to Support (via in-app help or support@clientsuccess.com) to enable HelpScout on our end.
Step 2 - Browse the integration hub library in your Integration Global Settings.
Find the HelpScout integration and click on "Add Integration".
Step 3 - Have your HelpScout Admin log-in and authorize ClientSuccess to access your HelpScout account.
Step 4 - Once you've successfully authenticated, you'll then want to connect your HelpScout companies with your ClientSuccess clients. This is done via the HelpScout company ID and can be accomplished by manually adding HelpScout company names to the ClientSuccess Support View or by sending us a list of HelpScout company names associated with ClientSuccess client names.
HelpScout company names are managed within HelpScout for each customer. This ID is what you'll want to use when associating the tickets to ClientSuccess
Remember - tickets are populated by HelpScout; our Support View provides visibility for up to 25 tickets per client. Confirm that your HelpScout company names are appropriately configured.