Help Scout
Help Scout is a help desk application for customer support.
With Help Scout AND Kissmetrics, you can connect the dots between customer support and revenue. Kissmetrics reports will help you answer:
- Which marketing campaigns pull in unprofitable customers that overwhelm your support team?
- Why did customers cancel?
- How does customer support impact retention and upsells?
- What’s the average resolution time (time between when a new ticket arrives and when the ticket closes) for each help agent?
Setup
- Within your Help Scout dashboard, visit the Apps page for Kissmetrics.
- Enter your Kissmetrics API key.
- Select the mailbox(es) you want to connect to Kissmetrics.
- Watch Help Scout data appear in Kissmetrics’ Live tab and other reports.
Integration Details
| Event Name | Properties | Identity |
|---|---|---|
Submitted help ticket |
Help ticket history: (URL of the conversation) |
Email address, according to Help Scout |
Received help ticket response |
Help agent: the teammate who replied to the customer |
Email address, according to Help Scout |
Help ticket history: (URL of the conversation) |
||
Responds to help ticket |
Help ticket history: (URL of the conversation) |
Email address, according to Help Scout |
Help ticket closed |
Help agent: the teammate who replied to the customer |
Email address, according to Help Scout |
Help ticket history: (URL of the conversation) |
Frequency of Import
- Help Scout data is immediately sent to Kissmetrics whenever support emails arrive, whenever your support team writes back, and whenever tickets close.
Four Examples
#1 - When Acme Software, a Help Scout customer, receives a new support email from bob@bob.com, Help Scout sends Kissmetrics this data:
bob@bob.com did an event: Submitted help ticket which has properties:
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
#2 - When Pat Jones, Acme’s star help agent, writes back to bob@bob.com (and every time Pat writes back), Help Scout sends Kissmetrics this data:
bob@bob.com did an event: Received help ticket response which has properties:
- Help agent: Pat Jones
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
#3 - When bob@bob.com responds to Pat (and every time bob@bob.com responds to Pat), Help Scout sends Kissmetrics this data:
bob@bob.com did an event: Responds to help ticket which has properties:
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
#4 - When Pat closes the ticket, Help Scout sends Kissmetrics this data:
bob@bob.com did an event: Help ticket closed which has properties:
- Help agent: Pat Jones
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/