Help Scout is a cloud-based service that helps you to manage customer relationships with ease. It lets users manage several brands or products from a single account by letting them create a number of mailboxes.

Connect Help Scout to your Zonka Feedback account to add new conversations to Help Scout based on new Survey Response and Sync scores in Help Scout conversations.

With the Zonka Feedback and Help Scout Integration, you can

  • Create a new conversation in Help Scout based on some rules

  • Sync Zonka survey response and attach a corresponding Tag against the Help Scout conversation

  • Embed Zonka surveys in Help Scout emails

In this section

What do you need for this integration?

  • A Zonka Feedback Account - any plan

  • A Help Scout Account - any plan

Setting up the Help Scout Integration with Zonka Feedback

  • Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.

  • Click on 'Connect' in Help Scout.

  • Next, you will see the Help Scout Integrations Detail Page where you can click 'Connect to Help Scout' to connect your Zonka Feedback Account.

  • You’ll be redirected to Help Scout. If you're not logged in, you will have to log in at this step.

  • Once logged in, you will see an Authorization Screen. Click on 'Allow' to give permission to Zonka Feedback to access your Help Scout account.

Creating a new conversation in Help Scout for the new Zonka Feedback Survey Response

Once you have Connected your Help Scout and Zonka Feedback Account you can enable the toggle to create a new conversation.

Make sure you have created a mailbox in your Help Scout. A mailbox in Help Scout is like any other inbox: it holds email or conversations. Follow the steps to create one,

  1. Navigate to Manage > Mailboxes, and click on the blue New Mailbox button.

  2. Fill in your desired Email address and Mailbox Name. This will create an email address at your Help Scout subdomain that you can use on its own.

  3. You'll see a confirmation that this new email address has been created and you can choose Open Mailbox to go right to the new Mailbox you just created.

  4. Enter the email address > click Send Code.

  5. Type the code back into the box in Help Scout, click Confirm, and you're all done.

Now with this integration, you can create a new message for a new response either every time or Only when.

  • Every time: For all the new responses collected for a survey, a new message gets generated.

  • Only When: This option allows you to set filters and rules to break down your survey results and focus on specific parts of your data and create a message based on it. You can have a combination of either 'All' or 'Any' conditions to set your criteria.

You can then choose which inbox (Mailbox of Help Scout) you want all the messages to fall into. Once you have chosen your condition and selected the inbox, you can click on 'Save'.

Sync survey scores against a Help Scout conversation

Once you have enabled this toggle, all your survey responses would get created as a message in your conversation. Create a new field with a survey score to a conversation in Help Scout and automatically attach a corresponding Tag every time a response is received in the Zonka Feedback survey. To make your tagging process easier, we have set some predefined tags for your NPS, CES, and CSAT score.

For NPS Question ranging from -100 to 100,

  • If the score is 0-6 (Detractor): 'Zonka Detractor' is the tag.

  • If the score is 7-8 (Passive): 'Zonka Passive' is the tag.

  • If the score is 9-10 (Promoter): 'Zonka Promoter' is the tag.

For CES Question ranging from 1 to 7,

  • If the score is 1-3 (Low): 'Zonka Low Effort' is the tag.

  • If the score is 4-5 (Medium): 'Zonka Medium Effort' is the tag.

  • If the score is 6-7 (High): 'Zonka High Effort' is the tag.

For CSAT questions ranging from 1 to 5,

  • If the score is 1-2 (Negative): 'Zonka Negative' is the tag.

  • If the score is 3 (Neutral): 'Zonka Neutral' is the tag.

  • If the score is 4-5 (positive): 'Zonka Positive' is the tag.

Use tags as it is an easy way to add context to a message or keep track of certain topics in your mailbox.

Embed a question in your Help Scout Email

It is a very easy process to embed a question in your Help Scout Email by enabling this toggle. To embed, follow these steps.

  1. You will now have to select the Embed style. Know our multiple embedding styles from below,
    - Question: The Survey Button on click will open the browser with the survey open for the contact.
    - Button: The Question Embed will include the first question of the survey within the email itself, instead of the button.
    - Hyperlink: You find a text, 'Give feedback for this ticket', which is hyperlinked. Clicking on this your survey will open in the browser.

  2. You have the 'Preview' mode, take a quick look at your survey appearance to ensure that it is exactly what you want.

  3. Click on the 'Code' and Copy this code and paste it into the email section of your HTML.

  4. Once done, click on 'Save.'

Removing Help Scout Integration

Anytime you want to remove the Help Scout Integration, you can do so easily. Here's how.

  • Go to Surveys > Integrations > Help Scout

  • Scroll down to the bottom and click on the link 'Remove Integration'. The Integration would be removed.

You can connect your Help Scout Account anytime later if you want to reconnect it.

FAQs: Help Scout integration with Zonka Feedback

What do you see in your Help Scout conversation?

Survey response: This will take you directly to the Response Detail in your Zonka Feedback Account.

Can I receive a conversation immediately when a Survey response is submitted in Zonka Feedback?

Yes, there is no time delay between a response being received in Zonka Feedback and a conversation being created Help Scout. This is to make sure that you get immediate notifications that would help you to connect with your Contacts immediately.

Can I know in which bin in Front do all Zonka Feedback Survey Responses fall?

By default, all your Survey Responses get collected in Unassigned. Your admin or manager in Front you can assign them to different team members and have them start working on them right away.

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