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 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 Alert sources -> Alert sources and click Create new alert source.

1. Search for Help Scout in the search field, click the Help Scout tile, and then Next.

1. Give your alert source a name, optionally assign teams, and click Next.

2. Select an escalation policy by creating a new one or assigning an existing one.

1. Select your Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

1. The next page shows additional settings, such as custom alert templates or notification priority. Click Finish setup for now.

2. 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.

1. Search for webhook in the Apps Directory and click Add on Webhooks.

1. In the Webhooks app settings, paste the previously copied Help Scout URL from ilert into Callback URL.

2. 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.