HelpScout

HelpScout

Bidirectional integration with HelpScout for the support inbox.

Used for

• Pulling conversations into the Backroom dashboard for triage
• Pushing replies / closing tickets from Rails-side automation
• Beacon: in-product article suggestions on v2 dashboard pages
  • Mapping in public/beacon_articles.json, regenerated via bundle exec rake beacon:sync after docs/ changes

Agents

• Michael Buckbee
• Rod Thomas

Related

• app/models/helpscout_ticket.rb
• app/services/help_scout_analyzer.rb
• app/services/ticket_draft_service.rb