Help Scout Destination

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Help Scout is a help desk software company which provides an email-based customer support platform, knowledge base tool, and an embeddable search/contact widget for customer service professionals.

This document was last updated on October 16, 2018. If you notice any gaps, outdated information, or simply want to leave some feedback to help us improve our documentation, please let us know!

Getting Started

The first step is to make sure Help Scout supports the source type and connection mode you’ve chosen to implement. You can learn more about what dictates the connection modes we support here.

Web Mobile Server
📱 Device-mode
☁️ Cloud-mode
  1. From your Segment UI’s Destinations page click on “Add Destination”.
  2. Search for Help Scout within the Destinations Catalog and confirm the Source you’d like to connect to.
  3. Copy your Help Scout API key and paste it into to the API Key field in your Segment settings for Help Scout. You can find your API Key on the Help Scout API keys page by navigating from the Help Scout Dashboard.

    If you need help finding your API key, simply click on the user icon in the upper-right corner, click ‘Your Profile’, and then ‘Authentication’ on the right. From there, just navigate to the ‘API Keys’ tab. On that page you can generate a new API key or grab your existing one. It should be 40 characters long, for reference.

  4. Start sending events!


If you haven’t had a chance to review our spec, please take a look to understand what the Identify method does. An example call would look like this:

  userId: '019mr8mf4r',
  traits: {
    name: 'Kamala Khan',
    email: '',

You can use the Identify call to create or update customers in your Help Scout account.

A name and an email are required by Help Scout to complete the request. You can set the userId as the email, although this is not recommended. You can also specify firstName and lastName traits instead of a single name trait. You can learn more about which properties Help Scout will accept here.


You can send computed traits and audiences generated through Segment Personas to this destination as a user property. To learn more about Personas, reach out for a demo.

For user-property destinations, an identify call will be sent to the destination for each user being added and removed. The property name will be the snake_cased version of the audience name you provide with a true/false value. For example, when a user first completes an order in the last 30 days, we will send an identify call with the property order_completed_last_30days: true, and when this user no longer satisfies we will set that value to false.

When the audience is first created an identify call is sent for every user in the audience. Subsequent syncs will only send updates for those users which were added or removed since the last sync.


Segment lets you change these destination settings from your Segment dashboard without having to touch any code.


You can find your API Key on the Help Scout API keys page by navigating there from the Help Scout Dashboard. Go to the user icon in the upper-right corner, and click Your Profile and then API Keys and generate a new API key or grab your existing one. It should be 40 characters long, and look something like this: 19a568052a40916806975825946d1a0e39c721d6.

This page was last modified: 21 Nov 2019

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