HelpScout Integration
Jetson connects to HelpScout to import and analyze your customer conversations. Here's how the integration works. ## Connecting HelpScout ### Initial setup 1. Go to **Settings** in Jetson 2. Click **Connect HelpScout** 3. You'll be redirected to HelpScout to authorize 4. Grant Jetson read access to your mailboxes and conversations 5. Select which mailboxes to import ### What Jetson can access Jetson requests read-only access to: - **Mailboxes** - List of your support queues - **Conversations** - Customer messages and staff replies - **User info** - Your HelpScout user profile Jetson cannot: - Modify conversations - Send messages on your behalf - Change mailbox settings - Access billing information ## Importing conversations ### First import After connecting, import your historical conversations: 1. Navigate to your mailbox in Jetson 2. Click **Import** 3. Choose a date range 4. Click **Start Import** Imports process conversations in batches with real-time progress tracking. ### What gets imported For each conversation: - Subject line - All messages (customer and staff) - Timestamps - Status (active, pending, closed) - Tags ### Import time Processing time depends on volume: | Conversations | Approximate time | |---------------|------------------| | 100 | 2-5 minutes | | 500 | 10-15 minutes | | 1,000 | 20-30 minutes | | 5,000+ | 1-2 hours | You can leave the page during import - it continues in the background. ## Real-time webhooks ### Automatic setup When you connect HelpScout, Jetson automatically creates a webhook: - Triggers on new conversations - Triggers on customer replies - Triggers on staff replies ### What webhooks do When a new message arrives: 1. HelpScout sends a webhook to Jetson 2. Jetson fetches the full conversation 3. AI analyzes and classifies it 4. New items appear in your dashboard ### Webhook security Webhooks are secured with: - HMAC-SHA1 signature verification - Unique secret per installation - HTTPS-only endpoints ## Token management ### Automatic refresh OAuth tokens expire after about an hour. Jetson handles this automatically: - Checks token expiration before each API call - Refreshes token if it expires within 1 hour - Stores new token securely You don't need to reconnect unless something goes wrong. ### If something goes wrong Signs of connection issues: - Imports failing - New conversations not appearing - "Connection error" messages To fix: 1. Go to **Settings** 2. Disconnect HelpScout 3. Reconnect and reauthorize Your existing data is preserved. ## Docs API integration ### Connecting HelpScout Docs If you use HelpScout Docs for your knowledge base: 1. Go to **Settings** > **Integrations** 2. Enter your HelpScout Docs API key 3. Click **Save** ### What this enables - Import existing documentation - Link articles to documentation gaps - See related docs when reviewing issues ### Getting your Docs API key 1. Log into HelpScout 2. Go to **Manage** > **API** 3. Create a new API key with Docs access 4. Copy the key to Jetson ## Multiple mailboxes ### Organization structure Each HelpScout mailbox becomes a separate product in Jetson: - Mailbox A → Product A in Jetson - Mailbox B → Product B in Jetson This keeps issues organized by product/team. ### Sharing across teams When multiple team members connect: - They're added to the same organization (if mailboxes match) - Everyone sees the same data - New members may need approval from existing members ## Disconnecting To disconnect HelpScout: 1. Go to **Settings** > **Integrations** 2. Click **Disconnect HelpScout** What happens: - Webhook is removed from HelpScout - Tokens are cleared - Your Jetson data is preserved - You can reconnect anytime
