Help Scout Ticketing

Create support tickets as Help Scout conversations from AGO

Connect AGO to Help Scout so that when a conversation needs a human, the ticket is created as a conversation in your Help Scout mailbox.

This page covers ticket creation. To have an AGO agent reply to emails that arrive in a Help Scout mailbox, see Help Scout auto-reply.

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Prerequisites

• A Help Scout account with access to the mailbox that should receive tickets
• Admin access to AGO

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Step 1: Create an OAuth2 App in Help Scout

1. In Help Scout, open Your Profile > My Apps
2. Click Create My App and give it a name (for example, AGO Ticketing)
3. Copy the App ID and App Secret

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Step 2: Find Your Mailbox ID

1. In Help Scout, open the mailbox that should receive tickets
2. Copy the number shown in the mailbox URL. This is the mailbox ID.

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Step 3: Configure Help Scout in AGO

1. Go to Tickets > Ticket Forms
2. In Active Ticketing System, select helpscout. If it isn’t in the list, ask AGO support to add Help Scout to your workspace.
3. Click the wrench icon (Configure ticketing system)
4. Fill in:
   • OAuth2 App ID: the App ID from Step 1
   • OAuth2 App secret: the App Secret from Step 1
   • Mailbox ID: the ID from Step 2
5. Save

AGO renews Help Scout access tokens on its own. You don’t need to manage them.

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Step 4: Create a Ticket Form

1. Go to Tickets > Ticket Forms
2. Create a form and add the fields you need
3. Save the form

See Ticket Form Customization for all form options.

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What AGO Creates in Help Scout

When a user submits a ticket:

1. A conversation is created in your mailbox, with the user as the customer. Help Scout creates the customer from the user’s email if it doesn’t exist yet.
2. Files attached to the ticket are added to the conversation.
3. Tags are added for priority, typology, and any custom tag field.
4. A private note with a link to the AGO conversation is added so your team has the full context.

The ticket in AGO links to the Help Scout conversation.

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Field Mapping

AGO field	Help Scout field	Notes
Subject	Conversation subject
Body	First message of the conversation
User email	Customer email	Required
User name	Customer first and last name	When available in the user’s profile
Priority	Tag	Added as priority-{value}, for example priority-high
Typology	Tag	Added as type-{value}, for example type-question
Files	Attachments

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Custom Tags

To add your own tag, create a form field with the external ID tag_helpscout. The value the user selects is added as a tag next to the priority and typology tags. See Ticket Form Customization: Help Scout tags.

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Troubleshooting

Issue	What to check
”Missing HelpScout configuration”	The App ID, App secret, and mailbox ID are all filled in the ticketing system configuration
”OAuth token generation failed”	The App ID and App Secret match the app in Your Profile > My Apps, and the app still exists
”Conversation creation failed”	The mailbox ID belongs to an active mailbox in your Help Scout account
Attachment missing	The file’s size and format are accepted by Help Scout. Try again with a smaller file.
Customer not created	The user’s email address is valid

If the problem persists, create a test ticket without attachments, then contact AGO support with the error message.

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Related

• Ticketing: ticketing overview
• Ticket Form Customization: form field configuration
• Ticketing Connectors: compare the available connectors