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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.

Which Help Scout Mailbox Plans have API access

You should be on the Pro or Plus Help Scout plan in your Help Scout Account to access reporting endpoints via API integration. An Access Denied Error can occur if you are on a standard plan in your Help Scout Account. 

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

    1. Navigate to   Databoards > Public Templates.
    2. In the Data Source drop-down list, select Help Scout Mailbox.
    3. To view a preview of the Template populated with dummy data, click Preview.
    4. To pull the Template into your Account and re-populate it with your own Help Scout Mailbox data, click Use Template.
    5. 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 Mailbox 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

    1. Navigate to  Databoards > + New Databoard > Start Blank.
    2. Click on the Metric Library icon on the left-hand side of the Designer.
    3. Select the appropriate Help Scout Mailbox from the Data Source drop-down list in the Metric Library.
    4.  View the list of pre-built Help Scout Mailbox Datablocks in the  Metric Library. Drag and drop your selected Datablock onto your Databoard.   
    5. If a pre-built Datablock isn't available for your use case, click on the  Visualization Types icon under the Metric Library icon.
    6. View the list of Visualizations available in Databox. Drag and drop your selected Visualization onto your Databoard.
    7. Click on the Datablock on the Databoard to open the corresponding Datablock Editor on the right-hand side of the Designer.
    8. In the Metrics drop-down, click  Data Source to select the appropriate Data Source. This will filter out metrics from the specific Data Source.
    9. 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.
    10.  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