Help Scout Destination

Segment makes it easy to send your data to Help Scout (and lots of other destinations). Once you've tracked your data through our open source libraries we'll translate and route your data to Help Scout in the format they understand. Learn more about how to use Help Scout with Segment.

Getting Started

When you toggle on HelpScout in Segment, this is what happens:

  • Our CDN is updated within 5-10 minutes. Then our snippet will start sending your identify data back to Segment, where we’ll forward the data to the HelpScout REST API.
  • Since HelpScout only records custom user data, no events or users will appear in HelpScout until you start using the API outlined below.

HelpScout is supported on the client-side and server-side.


A call to our identify method is required for the HelpScout destination.

Also, an email must be sent as either the userId or as a trait labeled email (

This can be done via javascript or through any of our server-side sources.


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.

Supported Sources and Connection Modes

📱 Device-based
☁️ Cloud-based✅✅✅

To learn more about about Connection Modes and what dictates which we support, see here.


Segment lets you change these destination settings via 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.

If you have any questions or see anywhere we can improve our documentation, please let us know or kick off a conversation in the Segment Community!