> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/helpscout.md).
# Help Scout Integration
Connect Help Scout conversation events to ilert using an inbound webhook to notify on-call teams and centralize support incident response.
[Help Scout](https://www.helpscout.com/) is a customer support platform for managing conversations across email and shared inboxes. By integrating Help Scout with ilert, you can route important support events to the right on-call teams and manage incident response in one place.
## In ilert: Create a Help Scout alert source
1. Go to **Alerting** → **Alert sources** and click **Create new alert source**.
2. Search for **Help Scout**, click its tile, and click **Next**.
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Choose who gets notified: select **Use existing escalation policy** and pick a policy, or **Generate new escalation policy** to start with a basic one that notifies you first. Click **Next**.
Pick an existing escalation policy, or generate a basic one without leaving the wizard.
5. Select **Default grouping** and click **Continue setup**. It groups events by the alert key the integration sets; the other [grouping options](/alerting/configure-alerting/alert-sources.md#event-grouping) are easier to judge once events are arriving.
6. The next page shows more settings, such as notification priority and alert templates. Click **Finish setup** for now; you can change them later.
7. On the final page, copy the generated **Help Scout URL**. You will use this URL in Help Scout.
## In Help Scout: Add a webhook app
1. In Help Scout, go to **Manage** -> **Apps**.
2. Search for **webhook** in the Apps Directory and click **Add** on **Webhooks**.
3. In the **Webhooks** app settings, paste the previously copied Help Scout URL from ilert into **Callback URL**.
4. Keep the app **Active** and select the event types you want to send to ilert (for example, conversation created, assigned, and status updated events).
## FAQ
#### **Will alerts in ilert be resolved automatically?**
Yes. When Help Scout sends the corresponding closed/status update event for the same conversation, ilert resolves the matching alert automatically.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://docs.ilert.com/integrations/inbound-integrations/helpscout.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.
