While Help Scout has powerful built-in reporting capabilities, sometimes you’ll want something more customized.

You may want to combine Help Scout metrics with data from other services, for example, or maybe you want to calculate metrics specific to your business, or you might just want to set up performance dashboards in your company’s Business Intelligence (BI) tool.

That’s why we’re excited to announce our new partnership with Fivetran, a service that specializes in getting your data out of services like HubSpot, SalesForce, and now Help Scout, and into a central data warehouse.

With all your data in one place, your company’s data analysts will be able to perform advanced analytics and even set up dashboards in your company’s BI tool to highlight metrics for your Help Scout mailboxes.

Reporting on your company’s Help Scout metrics

Let’s imagine you’re interested in understanding resolution times for your Help Scout mailboxes in depth.

Help Scout’s built-in Productivity Reports can show you the average resolution time each day:

Help Scout Productivity Reports

But let’s say you want to get this chart into a BI tool or take it a step further and answer questions such as:

  • What percentage of conversations are resolved within 24 hours?
  • How does resolution time impact the behavior of the customers — for example, is there a correlation between how long it takes your team to respond and how likely it is that the customers convert from a free trial to a paid plan?

With Fivetran’s new Help Scout connector, answering these questions and setting up dashboards in your BI tool has just become much easier.

How Fivetran works

After signing up for your Fivetran account, you can set up the Help Scout connector to let Fivetran access your company’s Help Scout data. Once this is done, Fivetran will pull all of the data out of Help Scout and store it in your data warehouse of choice such as BigQuery, Redshift, or Snowflake. At Help Scout, for example, we use BigQuery.

Fivetran graph

Once the data is stored in your data warehouse, your data analysts can run SQL queries on it and even combine the Help Scout data with data from other sources that Fivetran has synced to your data warehouse (such as CRM and marketing automation tools).

For example, to calculate Average Resolution time for your conversations, your data analysts can run the following query:

If your eyes gloss over when seeing this, have no fear — your data analysts will love it because it means they have access to all of your company’s row-level Help Scout data — which means it’s possible to ask and answer just about any data-related question. They can drill in beyond standard metrics, join together data from multiple services, and compare historical data from any point in time.

Once your data is centralized in a warehouse, you’ll also be able to analyze the data using any modern business intelligence tool such as Looker, Tableau, Chartio, and so on. For example, at Help Scout, we have a dashboard set up in Looker that includes Average Resolution Time and other important mailbox metrics that make it easy for our leadership to see our support metrics alongside other key business metrics.

Our data pipeline partner Fivetran makes the process of accessing your data simple and easy for Help Scout customers.

If you already have a data warehouse, you can connect Help Scout to it using Fivetran. If you don’t have a data warehouse yet, Fivetran can help set one up for you.

Also, if you ever have any questions about working with Help Scout data that aren’t answered in the Docs, you can reach out to our support team and we’ll be happy to assist.

Help Scout’s partnership with Fivetran is one way we’re making advanced analytics easier for our customers. Bringing together data from your many systems to gain a deeper understanding of your company’s performance is instrumental to the success of today’s businesses. With the help of Fivetran, we’re helping you gain control of your data and ultimately grow your company.

Matt Mazur

Matt Mazur

Matt is a data scientist, Help Scout alum, and founder of Preceden Timeline Maker. He’s passionate about using data to build and grow great software businesses.