> ## Documentation Index
> Fetch the complete documentation index at: https://dialnexa.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Scout

> Connect DialNexa calls to Help Scout for ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation workflows.

Help Scout provides customer support software with shared inbox, knowledge base, and customer management tools.

<Note>
  Use Help Scout with DialNexa when a caller needs help, escalation, callback, product triage, or a status update that support teams must own.
</Note>

## Where Help Scout fits in a DialNexa workflow

Help Scout should receive DialNexa output when the conversation affects a ticket, conversation, customer issue, SLA risk, product feedback item, or support escalation. The handoff should explain what the caller asked for, what DialNexa learned, which record or object is affected, and who owns the next step.

<CardGroup cols={2}>
  <Card title="Escalate VIP or angry callers" icon="check-circle">
    Flag sentiment, account value, SLA risk, repeat contact, and cancellation language.
  </Card>

  <Card title="Capture product feedback" icon="check-circle">
    Separate bugs, feature requests, usability confusion, and missing documentation.
  </Card>

  <Card title="Close the loop" icon="check-circle">
    Trigger callbacks, status updates, or support replies with the exact promise made during the call.
  </Card>

  <Card title="Avoid repeat questions" icon="check-circle">
    Send the questions DialNexa already asked so agents do not restart discovery.
  </Card>
</CardGroup>

## What DialNexa should capture for Help Scout

* Customer name, account, email, phone, plan, support ID, ticket ID, and owner
* Issue summary, product area, urgency, sentiment, SLA risk, and expected resolution
* Tags such as bug, refund, cancellation risk, VIP, repeat contact, angry customer, or callback needed
* Transcript link, recording link, DialNexa call ID, CRM link, order link, and conversation link
* Duplicate ticket check, escalation owner, due date, and customer-visible next step

## High-value Help Scout workflows

<AccordionGroup>
  <Accordion title="Customer calls about an unresolved ticket">
    For this workflow, DialNexa should send Help Scout a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="VIP caller needs urgent escalation">
    For this scenario, DialNexa should treat Help Scout as an escalation destination. Send the impact, urgency, affected customer or object, owner, and transcript link so the right team can act before the issue gets colder.
  </Accordion>

  <Accordion title="DialNexa detects cancellation language">
    For this workflow, DialNexa should send Help Scout a concise, action-ready handoff: matched caller, affected record, reason for the update, urgency, owner, next step, and links to call evidence.
  </Accordion>

  <Accordion title="Caller reports a product bug">
    DialNexa should write the symptom, expected behavior, actual behavior, affected area, business impact, and evidence links into Help Scout. A teammate should be able to triage the issue without replaying the call.
  </Accordion>

  <Accordion title="Support needs a callback task after no answer">
    DialNexa should capture the preferred time, timezone, owner, promise made, and contact channel before updating Help Scout. The receiving team should see exactly why the follow-up exists and what the caller expects next.
  </Accordion>

  <Accordion title="Use create customer email">
    Use create customer email only when DialNexa has a matched caller, a clear destination object, and enough call context to justify opening a new support record. If the caller is unclear, route to review instead of creating noise.
  </Accordion>

  <Accordion title="Use update customer email">
    Use update customer email when the caller changes a field, status, owner, date, priority, note, consent choice, or next step on an existing Help Scout record. Include the old value, new value, and reason from the call.
  </Accordion>
</AccordionGroup>

## Workflows that pair Help Scout with other integrations

* [Help Scout](/integrations/help_scout) + [Stripe](/integrations/stripe): Stripe for billing or refund context.
* [Help Scout](/integrations/help_scout) + [Shopify](/integrations/shopify): Shopify for ecommerce order context.
* [Help Scout](/integrations/help_scout) + [Intercom](/integrations/intercom): Intercom for conversation history.
* [Help Scout](/integrations/help_scout) + [Google Sheets](/integrations/googlesheets): Google Sheets for reviewing unresolved callbacks.
* [Help Scout](/integrations/help_scout) + [Gmail](/integrations/gmail): Gmail for customer-facing follow-up.
* [Help Scout](/integrations/help_scout) + [HubSpot](/integrations/hubspot): HubSpot for account value and renewal context.

## Implementation notes

* Use the DialNexa call ID as the idempotency key before running Help Scout actions.
* Write a short operational summary into Help Scout and link to the full transcript or recording for audit.
* Map required fields before launch: destination object, owner, status, urgency, next step, and record URL.
* Create review paths for low-confidence matches, sensitive requests, high-value customers, and actions that change money, access, legal terms, or customer commitments.

## FAQs

<AccordionGroup>
  <Accordion title="What should stay internal?">
    Private account details, agent-only notes, escalation reasoning, and full transcripts should stay internal unless approved for customer messaging.
  </Accordion>

  <Accordion title="How should product feedback be captured?">
    Separate feature request, bug, confusion, missing documentation, and churn risk so product teams can use the signal.
  </Accordion>

  <Accordion title="Should every support call create a ticket?">
    No. Create or update a ticket when the caller needs follow-up, SLA tracking, evidence, escalation, or customer-visible ownership.
  </Accordion>

  <Accordion title="What makes a support handoff useful?">
    Issue, affected product, customer expectation, what DialNexa already checked, urgency, owner, next step, and transcript link.
  </Accordion>

  <Accordion title="When should a call become a product bug?">
    When the caller provides reproducible behavior, expected result, actual result, affected product area, and business impact.
  </Accordion>

  <Accordion title="How should angry customers be routed?">
    Tag sentiment, repeat contact, account value, cancellation language, and SLA risk, then notify the escalation owner.
  </Accordion>

  <Accordion title="How do callbacks get tracked?">
    Create a callback task with phone number, preferred time, timezone, owner, attempt count, and the reason for the callback.
  </Accordion>

  <Accordion title="How are duplicate tickets avoided?">
    Search open tickets and recent conversations by customer, phone, email, and issue category before creating anything new.
  </Accordion>
</AccordionGroup>