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Help Scout Integration Guide

Connect Help Scout Conversations, Customers, Threads, and support events with enterprise applications through REST APIs, selected webhooks, and Martini workflows.

Help Scout integration options at a glance

Help Scout’s primary integration mechanism is its version 2 REST API, which supports Conversations, Threads, Customers, Mailboxes, Users, Tags, Teams, and related resources. Help Scout also provides webhook notifications for selected events involving Conversations, Threads, Customers, Users, Mailboxes, and Tags. Martini can consume these APIs, receive webhook notifications through an exposed endpoint, transform JSON payloads, and synchronize data with CRM, service-management, commerce, databases, or reporting systems. OAuth 2.0 and API-key authentication are documented. Paginated and time-filtered API retrieval supports scheduled reconciliation, while Thread operations can include attachments that require explicit storage, scanning, and retention handling.

Integration pointSupported by Help Scout?Common use casesHow Martini supports it
REST APIsYesHelp Scout API v2 supports retrieving, creating, and updating Conversations, Threads, Customers, Mailboxes, Users, Tags, Teams, and selected Docs resources.Martini can consume authenticated REST endpoints, paginate through collections, transform JSON, apply business rules, and expose reusable APIs around the integration.
Webhooks / outbound callbacksLimitedHelp Scout sends notifications for selected events involving Conversations, Threads, Customers, Users, Mailboxes, and Tags. Coverage is not universal.Martini can expose a webhook-consuming workflow, validate incoming requests, acknowledge quickly, and trigger targeted REST retrieval followed by downstream processing.
File / attachment APIsLimitedAttachments can be included in Thread-related Conversation operations; Help Scout does not provide a confirmed general-purpose standalone file API.Martini can process attachments as part of Thread workflows, including controlled download or forwarding, temporary storage, scanning, retention, and redaction rules.
AuthenticationYesHelp Scout documents OAuth 2.0 for user- or organization-authorized applications and API keys for controlled server-to-server access.Martini can store client secrets, API keys, refresh tokens, and related credentials in secure environment configuration and use them in authenticated workflows.
Scheduled synchronizationYesPaginated API retrieval and supported modification-time filtering can support incremental reconciliation and recovery from missed webhook notifications.Martini can schedule workflows, maintain checkpoints, use overlap windows, process results idempotently, and advance checkpoints only after successful writes.
Bulk / async / batch APIsNot confirmedThe documented interface is primarily resource-oriented and paginated; no separate general-purpose bulk or asynchronous API was confirmed.Martini can orchestrate bounded batches over the REST API, but should not represent this as a Help Scout bulk API capability.
GraphQL APIsNot confirmedNo official Help Scout GraphQL API documentation was identified in the supplied research.Martini can use the documented REST API instead; a GraphQL mechanism should not be assumed for Help Scout.
SOAP APIsNot confirmedNo official Help Scout SOAP API documentation was identified in the supplied research.Martini can use REST-based integration rather than assuming SOAP support.

How Help Scout exposes data and business events

Help Scout REST APIs

Help Scout API v2 is the primary integration interface for resource-oriented operations across Conversations, Threads, Customers, Mailboxes, Users, Tags, Teams, and selected Docs resources. Collections are paginated, and supported time-based filters can help identify changes.

Martini implementation pattern

Martini implementation pattern: a workflow authenticates to Help Scout, retrieves the required resource and subsequent pages, validates the JSON response, maps it to a canonical model, applies business rules, and writes or exposes the result for downstream systems.

Implementation sequence

Authenticate the REST request with OAuth 2.0 or an API key
Retrieve the Help Scout resource and follow pagination links or metadata
Validate required fields and normalize the JSON payload
Map the resource to the target application or canonical model
Apply routing, enrichment, and privacy rules
Write the result and persist the synchronization checkpoint

Help Scout Webhooks

Help Scout provides webhook notifications for selected events involving Conversations, Threads, Customers, Users, Mailboxes, and Tags. Notifications are partial rather than a complete event stream for every object or state transition.

Martini implementation pattern

Martini implementation pattern: expose a controlled endpoint or webhook-consuming workflow, validate the incoming request and event type, acknowledge quickly, then retrieve the current Help Scout resource through the REST API before processing it idempotently.

Implementation sequence

Receive the Help Scout webhook notification
Validate the request and expected event type
Acknowledge the notification without long-running work
Retrieve the current resource from the Help Scout REST API
Apply deduplication and map the resource
Invoke downstream workflows and record the processing result

Help Scout Threads and Attachments

Help Scout supports attachments in Thread-related operations. Attachments are part of Conversation and Thread processing rather than a confirmed general-purpose file-storage interface.

Martini implementation pattern

Martini implementation pattern: process the Conversation and Thread payload, apply attachment size and content policies, store or forward permitted files through the required target mechanism, and keep sensitive content out of logs.

Implementation sequence

Retrieve the Conversation and related Thread data
Identify permitted attachments and their metadata
Apply scanning, retention, and sensitive-data rules
Store or forward approved attachment content
Write the mapped Thread or attachment reference to the target
Record processing status for replay or audit

Help Scout Scheduled Reconciliation

Scheduled REST retrieval complements Help Scout’s selected webhook coverage. Paginated collection reads and supported modification-time filtering can identify missed, delayed, or duplicated changes.

Martini implementation pattern

Martini implementation pattern: a scheduler starts a workflow with a persisted checkpoint and overlap window, retrieves changed resources, processes them idempotently, and advances the checkpoint only after successful downstream writes.

Implementation sequence

Start the scheduled synchronization workflow
Load the last successful checkpoint and overlap window
Retrieve changed Help Scout resources page by page
Process each result using stable correlation keys
Retry transient failures and record permanent failures
Advance the checkpoint after successful processing

Common Help Scout integration patterns

Pattern 1: Synchronize customers and conversations to a CRM

When to use this pattern

Use this pattern when support activity must be visible alongside customer ownership, account, or service history in Salesforce or HubSpot. Webhooks provide prompt processing, while scheduled reconciliation reduces the risk of missed notifications.

Integration direction
Help Scout
Martini
Salesforce
Example Mapping
Help Scout FieldCanonical FieldTarget Field
Customer.emailcustomer.emailContact.Email
Conversation.idsupportCase.sourceIdCase.HelpScoutConversationId
Conversation.statussupportCase.statusCase.Status
Conversation.tagssupportCase.categoriesCase.Tags
Martini implementation pattern

Martini receives a selected webhook event, retrieves the complete Customer or Conversation, matches the CRM record using a stable identifier, maps and enriches the data, and performs an idempotent create-or-update. Rate-limit responses and temporary CRM failures are retried, while reconciliation handles missed events.

Martini capabilities used
  • workflows
  • API consumption
  • data mapping
  • business rules
  • error handling
  • scheduled synchronization

Pattern 2: Add order or account context to support conversations

When to use this pattern

Use this pattern when agents need operational context from Shopify, NetSuite, or another business application without switching systems. It is suitable for new or qualifying Conversations where customer identity can be matched reliably.

Integration direction
Help Scout
Martini
Shopify
Help Scout
Example Mapping
Help Scout FieldCanonical FieldTarget Field
Conversation.customer.emailcustomer.lookupKeyShopify.Customer.email
Shopify.Order.nameorder.referenceHelp Scout internal Thread body
Shopify.Order.fulfillment_statusorder.statusHelp Scout internal Thread body
NetSuite.Invoice.tranIdinvoice.referenceHelp Scout internal Thread body
Martini implementation pattern

A Martini workflow receives or retrieves the Conversation and Customer, queries the selected business application, applies matching and data-minimization rules, formats a concise internal Thread, and posts it through the Help Scout API. Missing matches are handled as controlled business outcomes rather than failures.

Martini capabilities used
  • workflows
  • API consumption
  • data mapping
  • business rules
  • conditional routing
  • error handling

Pattern 3: Escalate support conversations to Jira or ServiceNow

When to use this pattern

Use this pattern when selected Help Scout Conversations must become engineering issues or service-management records. Tags, status, mailbox, team, and severity can drive routing, while a correlation key prevents duplicate destination records.

Integration direction
Help Scout
Martini
Jira
Example Mapping
Help Scout FieldCanonical FieldTarget Field
Conversation.idescalation.sourceIdJira.issue.HelpScoutConversationId
Conversation.subjectescalation.titleJira.issue.Summary
Conversation.tagsescalation.categoryJira.issue.Labels
Conversation.assigneeescalation.ownerJira.issue.Assignee
Martini implementation pattern

Martini evaluates Conversation status and Tags, retrieves the full Conversation and relevant Threads, creates or updates the destination issue, and stores the returned identifier. Selected destination status changes can be mapped back to Help Scout as controlled Thread or Conversation updates, with retries and dead-letter handling for failures.

Martini capabilities used
  • workflows
  • API consumption
  • data mapping
  • business rules
  • correlation and idempotency
  • error handling

Pattern 4: Build a support reporting and knowledge pipeline

When to use this pattern

Use this pattern when support leaders need normalized Conversation, Thread, Customer, Tag, Mailbox, or Docs data in a SQL database, warehouse, reporting API, or search index. Scheduled incremental retrieval is appropriate where webhook coverage is incomplete.

Integration direction
Help Scout
Martini
SQL database
Example Mapping
Help Scout FieldCanonical FieldTarget Field
Conversation.idconversation.source_idsupport_conversations.source_id
Thread.typethread.typesupport_threads.thread_type
Conversation.mailbox.idmailbox.source_idsupport_conversations.mailbox_source_id
Conversation.modifiedAtconversation.modified_atsupport_conversations.modified_at
Martini implementation pattern

A scheduled Martini workflow reads from a checkpoint with a safe overlap period, follows Help Scout pagination, normalizes nested JSON, and upserts data into relational tables or a reporting endpoint. Unknown optional fields are tolerated, and failed batches remain replayable without advancing the checkpoint.

Martini capabilities used
  • scheduled workflows
  • API consumption
  • JSON handling
  • data mapping
  • database integration
  • error handling

Applications commonly integrated with Help Scout

Help Scout can be connected with adjacent customer, commerce, engineering, and service-management applications through their APIs and event mechanisms. Martini can orchestrate these flows, preserve correlation identifiers, and combine real-time notifications with scheduled reconciliation.

Application Scenario Direction Martini Pattern
Salesforce Synchronize Help Scout Customers and Conversations with Salesforce contacts, accounts, ownership, and support activity. Help Scout → Martini → Salesforce Receive selected Help Scout webhook events, retrieve the complete Customer or Conversation through the REST API, map the payload to Salesforce objects, and use a persistent Help Scout identifier to update rather than duplicate records.
HubSpot Keep customer profiles and support activity aligned with HubSpot sales and service records. Help Scout → Martini → HubSpot Use webhook-triggered retrieval for changes, normalize customer and conversation data, apply matching rules based on email or external identifiers, and write updates to HubSpot with retry and reconciliation handling.
Jira Convert escalated Help Scout Conversations into engineering issues and synchronize selected status information. Help Scout → Martini → Jira Route conversations with selected Tags or statuses into a workflow that creates or updates Jira issues, stores the Jira correlation key, maps assignees and status values, and optionally posts resolution context back as a Help Scout Thread.
ServiceNow Route complex customer issues into incident, case, or service-management processes. Help Scout → Martini → ServiceNow Retrieve qualifying Conversations, transform support fields into ServiceNow records, preserve both system identifiers, and process status or resolution updates through controlled API calls with idempotent upsert logic.
Slack Notify support or engineering channels about new, urgent, or escalated Help Scout Conversations. Help Scout → Martini → Slack Use Help Scout webhook notifications to invoke a Martini workflow, apply urgency and Tag rules, format a concise Slack message, and optionally route approved Slack actions back through Help Scout API calls.
Shopify Give support agents order, fulfillment, and customer context while handling Help Scout Conversations. Shopify → Martini → Help Scout When a qualifying Conversation arrives, match the Help Scout Customer to Shopify, retrieve order information, apply data-minimization rules, and append the relevant context as an internal Help Scout Thread.
NetSuite Retrieve customer, invoice, subscription, or order information for support teams. NetSuite → Martini → Help Scout Orchestrate a lookup from Help Scout customer context to NetSuite, map permitted financial or order fields, and write a concise internal Thread while avoiding unnecessary sensitive data in conversation content.
Zendesk Migrate or consolidate support data, synchronize selected customer or ticket information, or support transitional coexistence. Help Scout → Martini → Zendesk Use paginated Help Scout API reads, transform Conversations and Threads into the Zendesk model, preserve source identifiers and timestamps, and use checkpointed batches with replayable error handling.

How to build a Help Scout integration in Martini

Objective

Configure Help Scout authentication and the target application without placing credentials in workflow logic or logs.

Instructions in Martini

  • Choose OAuth 2.0 for user-authorized or multi-tenant scenarios, or an API key for controlled server-to-server access.
  • Store Help Scout credentials, client secrets, and refresh tokens in Martini secrets or secure environment configuration.
  • Define target-system credentials and least-privilege permissions.

Objective

Select a webhook, scheduled workflow, or API request according to the required timeliness and Help Scout event coverage.

Instructions in Martini

  • Use selected Help Scout webhook events for prompt processing.
  • Add a scheduler for reconciliation because webhook coverage is partial.
  • Expose a Martini API when another system must initiate the integration.

Objective

Obtain the current Help Scout resource rather than relying solely on a notification payload.

Instructions in Martini

  • Validate the incoming webhook before processing it.
  • Retrieve the Conversation, Thread, Customer, or other resource through the REST API.
  • Follow pagination metadata or links and use supported modification-time filters for incremental retrieval.

Objective

Coordinate enrichment, routing, target writes, and response handling in a maintainable Martini workflow.

Instructions in Martini

  • Separate webhook acknowledgement from longer downstream processing where appropriate.
  • Use reusable workflow logic for correlation, pagination, and retry decisions.
  • Route records according to mailbox, team, status, tags, or business rules.

Objective

Convert Help Scout’s nested JSON and Conversation/Thread model into the target application or canonical data model.

Instructions in Martini

  • Preserve Help Scout Conversation and Thread identifiers.
  • Map customers, assignments, mailboxes, teams, tags, statuses, and timestamps explicitly.
  • Apply data minimization and attachment handling rules before forwarding support content.

Objective

Persist target changes safely and maintain synchronization state for recovery and auditability.

Instructions in Martini

  • Search for an existing correlation key before creating downstream records.
  • Upsert target records and optionally write controlled updates back to Help Scout.
  • Advance checkpoints only after successful processing and retain an overlap window.

Common Help Scout data objects used in integrations

ObjectTypical UseCommon target systemsMartini handling
ConversationsRepresent customer support cases or discussion threads, including status, assignee, mailbox, customer, tags, and timestamps.Salesforce, HubSpot, Jira, ServiceNow, SQL databases, reporting APIsMartini retrieves or receives references to Conversations, enriches them where required, maps fields to target models, and uses Conversation IDs for correlation and idempotency.
ThreadsRepresent customer messages, replies, notes, and other activities within a Conversation.Salesforce, Jira, ServiceNow, knowledge systems, archivesMartini preserves Thread type, body, timestamps, author, and relevant attachments, while applying sensitive-data, storage, scanning, and forwarding rules.
CustomersRepresent people communicating with the organization, including contact details, social profiles, and custom fields.Salesforce, HubSpot, Shopify, NetSuite, customer databasesMartini matches Customers using permitted identifiers such as email or external IDs, normalizes fields, and applies privacy and minimization rules before synchronization.
MailboxesOrganize shared support inboxes and support responsibilities.CRM, service-management platforms, reporting databasesMartini maps Mailbox identifiers and names to routing, ownership, reporting, or destination-queue values.
UsersRepresent Help Scout agents and administrators who can be assigned to Conversations or associated with Mailboxes.Salesforce, Jira, ServiceNow, identity or reporting systemsMartini maps Help Scout user identifiers and assignments to destination users using explicit lookup and fallback rules.
TagsCategorize Conversations or Customers for routing, reporting, and automation.Jira, ServiceNow, Slack, CRM, reporting platformsMartini converts Tags into controlled categories, priorities, routing rules, or analytical dimensions and handles unmapped tags explicitly.

Authentication and security considerations

Authentication choices

Help Scout documents OAuth 2.0 for applications acting on behalf of users or organizations and API keys for controlled server-to-server integrations. OAuth permissions should be limited to the access required by the workflow.

Credential protection

Martini can store Help Scout client secrets, API keys, refresh tokens, and related credentials in secure environment configuration and secrets management. Credentials should not be embedded in workflow payloads or logs.

Webhook and data security

  • Validate incoming webhook requests and expected event types according to current Help Scout guidance.
  • Apply least-privilege API permissions and protect exposed Martini endpoints with appropriate authentication and authorization.
  • Treat customer messages and attachments as potentially sensitive data.
  • Define retention, access, scanning, redaction, and deletion rules for copied support content.

Operational considerations for Help Scout integrations

Rate limits and pagination

Help Scout API limits and paginated collections require bounded concurrency, reusable pagination logic, monitoring of available response headers where provided, and exponential backoff for throttled requests.

Event completeness and checkpoints

Webhooks cover selected events rather than every change. Combine event-driven processing with scheduled REST reconciliation, safe overlap windows, and checkpoints that advance only after successful writes.

Idempotency and consistency

Webhook delivery and scheduled retrieval can overlap, and related data may not be immediately available. Use stable Conversation, Thread, or event identifiers, tolerate temporary missing data, and retry selected reads.

Attachments and schema changes

Handle attachments explicitly, including storage, scanning, retention, and forwarding decisions. Validate required fields while tolerating absent optional fields and additive payload changes.

Testing and operations

Test authentication, permissions, pagination, event duplication, rate limiting, malformed payloads, downstream failures, and replay. Monitor workflow outcomes without exposing tokens or sensitive message content.

Why use Martini instead of scripts or point-to-point integrations?

Orchestration beyond point-to-point calls

Martini coordinates Help Scout API calls, webhook intake, enrichment, business rules, target writes, and reconciliation in workflows rather than scattering logic across independent scripts.

Reusable integration assets

Common pagination, correlation, validation, transformation, and error-handling logic can be reused across Help Scout workflows and target applications.

Maintainable data movement

Martini separates authentication, mapping, routing, and operational handling from vendor-specific payloads. This makes it easier to support CRM synchronization, escalation, reporting, and context-enrichment use cases without creating separate unmanaged integrations.

Controlled APIs and reliability

Martini can expose controlled APIs, apply business rules, persist checkpoints, retry transient failures, and support replayable processing for selected Help Scout events.

Frequently asked questions

How can Help Scout be integrated with enterprise systems?

Help Scout can be integrated primarily through its version 2 REST API, which supports Conversations, Threads, Customers, Mailboxes, Users, Tags, Teams, and selected Docs resources. Selected Help Scout events can also be delivered through webhooks. OAuth 2.0 and API-key authentication are documented, and scheduled paginated retrieval can complement webhook processing.

Can Martini integrate with Help Scout?

Yes. Martini can consume the Help Scout REST API, receive selected Help Scout webhook events, transform JSON payloads, orchestrate enrichment and routing, and synchronize data with applications, databases, reporting systems, or APIs.

Do I need a connector to integrate Help Scout with Martini?

No. A dedicated Help Scout connector is not required. Martini can use Help Scout’s documented REST API, OAuth 2.0 or API-key authentication, selected webhook notifications, and attachment-capable Thread operations.

Is there any extra Lonti cost to integrate Help Scout with Martini?

Lonti does not charge an additional per-connector or per-vendor fee to integrate Help Scout. The integration is subject to the provisioned capacity of the Martini environment. Separate costs may apply from Help Scout, cloud infrastructure, or other third-party systems based on subscriptions, API usage, and deployment model.

Which Help Scout integration methods should an implementation use?

The Help Scout REST API v2 should be the primary mechanism for reading and writing supported resources. Webhooks are useful for selected near-real-time events, while scheduled incremental REST retrieval provides reconciliation because webhook coverage is partial. No official Help Scout GraphQL or SOAP API was confirmed.

Are Help Scout webhooks available for all events?

No. Help Scout supports webhook notifications for selected events involving Conversations, Threads, Customers, Users, Mailboxes, and Tags, but not necessarily every object or state transition. A reliable design validates events, processes them idempotently, and uses REST reconciliation for gaps.

How does Martini synchronize Help Scout data?

Martini can receive a webhook, retrieve the current Help Scout resource, follow pagination where needed, map the JSON into a canonical or target model, and write the result downstream. Scheduled workflows can use modification-time filtering, checkpoints, and overlap windows to recover missed changes.

How are Help Scout errors, retries, and duplicates handled?

Workflows should distinguish authentication, permission, invalid-resource, rate-limit, temporary availability, mapping, and downstream failures. Martini can apply bounded retries and backoff for transient errors, persist correlation keys for idempotent upserts, record failed events for replay, and redact sensitive support content from logs.

Related Martini documentation

API Workflows

Data Mapping

Security

Operations

Connect Help Scout with your enterprise systems

Use Martini to build maintainable Help Scout integrations that combine REST APIs, selected webhook events, scheduled reconciliation, secure authentication, data transformation, and reliable workflow orchestration.

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