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
- When Acme Software, a Help Scout customer, receives a new support email from [email protected], Help Scout sends Kissmetrics this data:
[email protected] did an event: Submitted help ticket which has properties:
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
- When Pat Jones, Acme’s star help agent, writes back to [email protected] (and every time Pat writes back), Help Scout sends Kissmetrics this data:
[email protected] did an event: Received help ticket response which has properties:
- Help agent: Pat Jones
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
- When [email protected] responds to Pat (and every time [email protected] responds to Pat), Help Scout sends Kissmetrics this data:
[email protected] did an event: Responds to help ticket which has properties:
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
- When Pat closes the ticket, Help Scout sends Kissmetrics this data:
[email protected] did an event: Help ticket closed which has properties:
- Help agent: Pat Jones
- Help ticket history: secure.helpscout.net/conversation/1234567/1234/
Updated almost 2 years ago