/ Docs
Vendor Integrations

Help Scout

Last updated October 13, 2025 · View as Markdown

helpscout-logo-842.png Help Scout is a Software-as-a-Service (SaaS) solution that combines elements of customer support with a customer experience management (CRM) into a single platform. It is a dedicated customer support platform built for growing teams to deliver best-in-class customer service.

Relyance AI provides two (2) options to integrate a tenant's Help Scout account:

  1. The first option uses Help Scout's Mailbox API 2.0
  2. The second option uses the Docs API

Option 1 - Using Help Scout's Mailbox API 2.0

In order to integrate Help Scout Mailbox API 2.0 with Relyance AI you will need an App ID and App Secret.

In Help Scout:

HelpScout-1.png

  1. Login to your Help Scout account.
  2. Click on the profile menu in the top right-hand corner and select Your Profile.
  3. Click on My Apps in the left navigation menu.
  4. Click on Create My App button to create a Mailbox API app.
  5. Fill out the dialog with these details: App Name: << Provide a relevant name e.g. Relyance AI >> Redirection URL: https://root.relyance.ai/api/oauth2
  6. Click Create.
  7. Copy the App ID and App Secret to be used in Relyance.
  8. Click Save.

HelpScout-2.png

In the Relyance AI application:

  1. Login to your Relyance account.
  2. Navigate to the Settings Menu in the bottom left-hand side.
  3. Select Integrations.
  4. Click on the Vendor Integration tab.
  5. Find the Help Scout integration card and click it to open its connections.
  6. Under Authentication Method, choose Oauth2 / App Token - Mailbox API 2.0.
  7. Paste the App ID and App Secret into their respective fields.

HelpScout-3.png

The Authentication step asks for:

  • Using Oauth2 / App Token - Mailbox API 2.0 —
    • App ID: required.
    • App Secret: required; held as a secret.
  • Using HTTP Basic / API Key - Docs API —
    • Docs API Key: required; held as a secret.
    • Password: required; held as a secret.
  1. Click Authenticate.
  2. This will bring your to Help Scout to grant permissions to Relyance. Click Authorize.

HelpScout-4.png

  1. At this point, you should see the following result on the Vendor Integrations page:

  2. Congratulations, you are now connected to Help Scout.

Option 2 - Using the Docs API

In order to integrate Help Scout Docs API with Relyance AI you will need a Docs API Key and Password.

In Help Scout:

  1. Login to your Help Scout account.
  2. Click on the profile menu in the top right-hand corner and select Your Profile.
  3. Click on Authentication in the left navigation menu.
  4. Select the API Keys tab.
  5. Copy the API Key to be used in Relyance.
  6. The Password will be the logged in user password.

HelpScout-7.png

In the Relyance AI application:

  1. Login to your Relyance account.
  2. Navigate to the Settings Menu in the bottom left-hand side.
  3. Select Integrations.
  4. Click on the Vendor Integration tab.
  5. Find the Help Scout integration card and click it to open its connections.
  6. Under Authentication Method, choose HTTP Basic / API Key - Docs API.
  7. Paste the Docs API Key and Password into their respective fields.

HelpScout-6.png

  1. Click Authenticate.
  2. At this point, you should see the following result on the Vendor Integrations page:

HelpScout-5.png

  1. Congratulations, you are now connected to Help Scout.

If the connection reports Connected but returns nothing

These are the ways this integration comes back empty without reporting an error. Generated from the integration catalog, so it tracks what the connection actually asks for.

  1. Authorised, then empty. The connection carries an authorisation, not a password: it stops returning data if the account that granted it loses access, its own permissions narrow, or the grant is revoked at the vendor. None of that reports an error here -- the connection keeps its last status until the next scan.
  2. A credential rotated at the vendor is not picked up here. App Secret, Docs API Key and Password are stored when you save the connection, so regenerating the value at the vendor breaks the next scan until it is re-pasted here. Recording the expiry on the connection means Relyance warns you before it lapses.

Manage this integration with Terraform

Connections for this integration can be managed as code with the Relyance Terraform provider. Non-secret fields go in auth.params; secret fields go in auth.secrets_wo, which is write-only — never stored in Terraform state. Rotate secrets by bumping auth.secrets_wo_version.

OAuth (browser authorization)

The OAuth (browser authorization) method uses a browser authorization flow, so the connection is created in the Relyance app. Manage it in Terraform afterwards by importing it (terraform import relyance_integration_connection.example helpscout/<connection_id>) or reading it with the relyance_integration_connection data source.

API key

resource "relyance_integration_connection" "helpscout_1" {
  vendor = "helpscout"
  name   = "<your connection name>"

  auth = {
    method = "api-key"
    params = {
      data_storage_location = "us"
    }
    # Secret fields are write-only: sent to Relyance, never stored in state.
    secrets_wo = {
      api_key = var.helpscout_api_key
      password = var.helpscout_password
    }
    secrets_wo_version = 1
  }

  scans = { "property-inspection" = { enabled = true } }
}
← Previous
Height