Guide: Using Help Scout Mailbox with Databox


How to connect Help Scout Mailbox to Databox


How to connect Help Scout Mailbox to Databox

To connect a Help Scout Mailbox in Databox, go to  Data Manager > + New connection. Type Help Scout Mailbox in the search bar and click on the green Connect button. Next, click the green Connect now button.

This will open the  Authorization window. Click on the blue Authorize button to authorize the Databox app. 

Pro Tip: Each Help Scout Mailbox must be connected as a separate Data Source in Databox (1 Account = 1 Data Source). Learn more here.

What's the maximum amount of historical data initially available when you use a new Help Scout Mailbox Data Source Metric in Databox?

Data is synced for the Metrics that are being used in your Mailbox, so when you first use a new Help Scout Mailbox Metric, the maximum amount of historical data available is 36 months. 

Pro Tip: In order to start syncing data for a Metric, you can add it to your Metrics screen, use it in a Scorecard, set a Goal around it, create an Alert for it, or add it to a Databoard. Learn more here.    
    The amount of historical data you're able to access in Databox is dependent on your Databox plan. Learn more here

What time zone does Help Scout Mailbox data sync in? 

Help Scout Mailbox data is synced in UTC.

How to access pre-built Help Scout Mailbox Templates

 Navigate to   Databoards > Public Templates
 In the Data Source drop-down list, select Help Scout Mailbox
 To view a preview of the Template populated with dummy data, click Preview
 To pull the Template into your Account and re-populate it with your own Help Scout Mailbox data, click Use Template
 Select the appropriate Help Scout Mailbox Data Source from the drop-down list to complete the process. The Databoard will be re-populated with data from the selected Help Scout Mailbox and can be found on the  Databoards page
Pro Tip: Once the Databoard is available on the Databoards page, it is completely disconnected from the public Template. Therefore, you can further customize this Databoard to meet your specific needs using the Designer.

Popular Help Scout Mailbox Templates

Help Scout for Customer Support Help Scout Mailbox

The Help Scout for Customer Support template allows you to track responsiveness and handle time across your support team. 
This Help Scout Malbox dashboard template gives you insights into conversations, productivity, happiness scores and more.

How to build a Databoard using Help Scout Mailbox data


Popular Help Scout Mailbox Metrics

New Conversations

Happiness Score

Resolution Time

View a full list of Help Scout Mailbox Metrics available in Databox here.

How to build a Databoard

 Navigate to  Databoards > + New Databoard > Start Blank
 Click on the Metric Library icon on the left-hand side of the Designer
 Select the appropriate Help Scout Mailbox from the Data Source drop-down list in the Metric Library
 View the list of pre-built Help Scout Mailbox Datablocks in the  Metric Library. Drag and drop your selected Datablock onto your Databoard    

 If a pre-built Datablock isn't available for your use case, click on the  Visualization Types icon under the Metric Library icon

 View the list of Visualizations available in Databox. Drag and drop your selected Visualization onto your Databoard
 Click on the Datablock on the Databoard to open the corresponding Datablock Editor on the right-hand side of the Designer
 In the  Metrics drop-down, click  Data Source to select the appropriate Data Source. This will filter out metrics from the specific Data Source.
 In the main Metrics drop-down, select the metric you'd like to display on the Datablock, using the Search bar if needed. This will update the Datablock, and it will populate with the corresponding data 
 Complete steps 4-9 until your Databoard is complete

Additional Information


Metric Considerations

  • Due to API limitations, the Metric “Conversations by Tag” will only return data for the most frequently used tags.
  • If the tag was just created and added to specific conversations in the Help Scout Mailbox, it may take some time to update it in the API and appear in the response. If the tag is not used, it won’t return any data. Learn more here.

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