Help Scout
Help Scout email integration
Help Scout conversations can be handled from your own inbox. Forward an email to ForwardThis and it leaves the team only note, moves the status, or writes the reply as an unsent draft for a person to send.
Setup in 30 seconds.
How it works
Connect Help Scout
Create a free account and connect Help Scout. It takes about 30 seconds, and you only do it once.
Forward an email
Forward any email to your ForwardThis address along with your instructions. One email can ask for several things at once.
Done.
ForwardThis replies when it's done, with a short summary and links to what it made, and an undo button if something doesn't look right.
Just forward it
to do@forwardthis.io
Fwd: Wrong worktop delivered, order SK-8842
Make this a conversation in Support, tag it delivery, give it to Priya, and put the photo on it with a note that the replacement is already ordered.
---------- Forwarded message ----------
The fitters opened the crate this morning and it's the oak, not the walnut. Photo attached. We've got a customer in on Saturday so this needs sorting.
worktop-damage.jpg2.4 MB
Created conversation #4471 in Support
Wrong worktop delivered, order SK-8842 · delivery · Priya Nair
Attached worktop-damage.jpg
Team note: replacement walnut ordered, due 2 September
Undo available for 24 hours if something does not look right.
Some other examples
- “Draft a reply on #4471 saying the replacement ships Tuesday.”
- “What's still open and assigned to me in Support?”
- “Add Owen Blake as a customer and put his mobile on his record.”
Everything ForwardThis can do in Help Scout
Add CRM record
Create a conversation
Create draft
Write a reply without sending it
Edit a sent message
Rewrite an unsent draft
Add note
Add a note to a conversation
Send message
Reply to a conversation
Update CRM record
Change a conversation's subject, status, assignee, mailbox or custom fields
Delete record
Delete a conversation
Change tags
Add or remove a conversation's tags
Add follower
Add a teammate as a follower
Attach file
Attach the email's file to a conversation
Create contact
Add a customer
Update contact
Update a customer's details
Look up a contact
Look up a customer
Look up records
Look up conversations
Search messages
Read a conversation's messages
Read a report
Read the support numbers for a period
Try it with a real email.
Forward any email to the address below to see what ForwardThis can do. No signup required.
Occasional product emails may follow.
Why you need ForwardThis
Email is messy, every message asking for something different. It means constantly leaving your inbox and juggling tabs. ForwardThis skips all of that: forward an email along with some simple instructions, and it’s handled. Compatible with every email provider, and it works across the apps you’re already using.
Questions
- How does the Help Scout email integration work?
- Forward the email to your ForwardThis address with a simple instruction, like "make this a conversation in Support and tag it delivery". It creates the conversation from the email, sets the tags, the assignee and the mailbox from your instructions, and replies to confirm with a link. The first time, you'll need a free account with Help Scout connected, which takes about 30 seconds, and that's the entire Help Scout email integration. Creating a Help Scout ticket from an email has a page of its own.
- Will the customer see what I forward?
- Not unless you ask for a reply. A conversation created this way opens with an internal note, so nothing is emailed to anyone, and notes and attachments are team-only by design. Only a reply reaches the customer, and a reply always checks with you first and quotes the exact words before it goes.
- Can it write the reply without sending it?
- Yes, and it's the better default. Ask it to draft and the reply is saved unsent on the conversation for a person to read and send from Help Scout. Nobody is emailed, nothing is delivered, and if you change your mind the draft can be deleted within 24 hours.
- Can it tag, assign or move a conversation I already have?
- Yes. Name the conversation by number, like #4471, or by its subject, and it can set the status to active, pending, closed or spam, hand it to a teammate, move it to another mailbox, fill in custom fields, or add a follower. Tags are read first and only the ones in your instruction change, so nothing already on the conversation gets dropped.
- How is this different from Help Scout's own mailbox address, or Zapier?
- Help Scout gives a mailbox its own address, and everything sent there arrives as a new customer conversation in that one mailbox, unrouted and untagged. Zapier can sort them, but you build a rule per case first. ForwardThis uses one address and reads your instructions, so this email lands in Support tagged and assigned, and the next one adds a note to a conversation that already exists.