Live Event

Easy Automation for Busy Support Teams


CRM systems, email marketing software, help desks, and more - you require a lot of different tools to run your business successfully. However, when your tools aren’t in sync, mission critical information can fall through the cracks and tedious busywork can suck up your team’s time.

Join Thomas Hils, Support Training Lead at Zapier, Andra Roston, Customer Champion at Zapier, and Mo McKibbin, Customer Champion at Help Scout, for a nuts and bolts live chat on using Zapier to deepen existing integrations, provide new connections, and automate processes for your support team.

What you’ll learn:

  • Get support reporting insights where you need them, via email, Slack, or Geckoboard
  • Stay on top of incoming Tweets with Twitter notifications
  • Transform customer support conversations into “to-dos” in Asana or Trello
  • Get your sales and support in sync with CRM Zaps like Infusionsoft and Salesforce

Read full transcript

Mo McKibbin: Hi, everyone. Thank you so, so much for joining us today. I’m Mo. I’m a customer champion here at Help Scout. I am here with Thomas Hils, support training lead at Zapier and Andra Roston. Sorry if I’m mentioning those names. I should’ve clarified that before we started. What we’re going to talk about today is just creating some automation systems to get all of your tools to talk to each other. We all have CRM systems. We’ve got email marketing software. We’ve got help desks. We’ve got reports. We’ve got all sorts of tools that we rely on to get our support teams working smoothly and efficiently with our sales teams or marketing teams or even just within itself.

Mo McKibbin: When these tools aren’t talking to each other or aren’t in sync, it is pretty much in critical that information can fall through the cracks or you can create some really tedious busy work that is just a waste of time for your entire team where they could be focusing on some way more important stuff for their roles. We’re here today with our friends from Zapier. Again, if you’re just joining us, that’s Thomas and Andra.

Andra Roston: Hi.

Mo McKibbin: Yes, say hi. We are going to talk about some of our favorite tools that are Zaps, essentially, that we use. I will say, we’re specifically using Zapier because we’re talking to Zapier. We’re specifically using Help Scout because they use Help Scout. I, obviously, is Help Scout, he’s from Help Scout. This is a Help Scout webinar, but I do want to reiterate that even though we are talking about Help Scout with a lot of these, if you’re using another help desk, we won’t mention any of their names, but if you are using any of them, you can actually use all of these Zaps with other help desks as well. Even though you’re not a Help Scout customer, if you’re joining us just to get better at customer support, don’t worry, you’re still going to get a lot of value out of this.

Mo McKibbin: Yeah. Cool. Just to give you a little intro on HelpU. This is where that webinar is from. HelpU is our educational platform for Help Scout. It’s really just for people who want to deliver better customer support no matter what tool they use. Just for anyone who’s come in and joining us now, today’s topic is, “Easy Automation for Busy Support Teams and Working with Zapier.” I’m going to just jump into some questions now. We’re going to start talking with Andra and Thomas on some of the things, the Zaps that they use to get their tools in sync. In the meantime, I’m also going to share some of the cools things that we do at Help Scout or just some of the things that we know our customers do because they ask us about them all the time, and these are solutions that they have created for themselves.

Mo McKibbin: All right. Hi, guys. How are you doing?

Andra Roston: Hey, awesome.

Thomas Hils: Doing good.

Mo McKibbin: Yeah.

Andra Roston: Excited to be here.

Mo McKibbin: That’s great. I’m going to just jump in with question one and that is, what are some common busy work processes that your team automates? Specifically, what Zaps do you guys use, in general>? You guys would be the experts with that, and then what Zaps do you guys use with Help Scout.

Thomas Hils: My favorite one that I do use with Help Scouts, I am jumping a little bit ahead is, sending a lot of reply is a big part of my day. I like to know how many I’m doing. Despite spending a lot of time with Help Scout, I spent a lot more time in Slack. I built a tool to check my replies in Slack without having to go anywhere else. I can show you that real quick.

Mo McKibbin: Amazing. Let’s see it.

Thomas Hils: All right. Let’s see. Sharing my screen. I’ve got this nice little Zap here. Where is it actually? Oh, my Slack set is not here.

Mo McKibbin: Oh, no. Just give us a visually rich description.

Thomas Hils: Oh, of course. The first thing you’re going to do is go right into … I guess we don’t need to share this. I will just describe it. Feeder of the mind. It triggers from a slash command called, “[hsreplies 00:04:31],” which is for Help Scout, if you can put that together and takes that in as a Webhook in Zapier. Help Scout has a really awesome lookup feature on Zapier that allows you to pull reports from your replies in a given day. We use that lookup action, take the results of that lookup action, and send it back to you in Slack. That happens almost instantly. You type that command in, and about two seconds later, you know exactly how many replies you’ve sent. If you’re competing with others or yourself like I do because I want to be the best and that’s all about, sending more replies than Andra, I want to be able to do that as quickly as possible. It saves me a bunch of time throughout the day instead of obsessively refreshing the page.

Mo McKibbin: That’s amazing. For those of us who are all very sad and disappointed that we would not able to see the screen share of this, I just want to reiterate, when we follow up with this, we will put together something so that you have a blueprint of how to create these Zaps for yourself. That way, even though if there are some technical mishaps, just by the very nature of you being here, you’re going to get a nice little guide on how to set up some of these Zaps for yourself that you can now use the takeaway. I just decided we’re doing that right now. That was so-

Andra Roston: No problem.

Thomas Hils: Good recovery.

Andra Roston: Happy to help.

Mo McKibbin: Andra, do you have any cool things that you like to do, particularly?

Andra Roston: I am also competitive. The reply slash command is always a really good one. In terms of other busy work processes, I don’t know if we’re going to talk about this later. I might be jumping the gun, but we have different folder assignments in Help Scout that we have everyday and we have a bot called, The Rock who is the Rock who tells us what we’re doing everyday. That’s a really neat way. When I login in the morning, I am already fully aware of exactly where I need to be that day and Thomas hasn’t had to be up all night making sure that that happens. Because obviously, as a team that works asynchronously and as a team that’s all over the world, there is no kind of official start to the day. Everybody has their own start, but I really appreciate that I don’t have to wait for someone else to come online and tell me where I’m supposed to be that day.

Mo McKibbin: That’s great.

Thomas Hils: I have that depth. I can tell you that.

Mo McKibbin: Yeah. Let’s look at that one.

Thomas Hils: This works with the schedule by Zapier, Trigger. That’s something you can use to kick off events on a regular basis. In this case, it fires everyday at 4:00 a.m. because as Andra mentioned, we have teammates all over the world. We want to get this out there early for folks. What it does, it runs a lookup with today’s date against the spreadsheet we use to do these role assignments. In Help Scout, we have lots of folders and we prioritize those folders to help get our customers the fastest possible replies. This will automatically pull those roles in and then send them out as a Slack message, which is apparently not setup correctly right now. What you can imagine how a Slack message looks as I stall to click through this. You can see here, we have our target folder, which is the one we want to get people to the first and fastest within an hour because we love responding to people as quickly as possible. It mentions that every person who is in the role gets a notification in Slack. The beginning of their day, they know exactly what we’re doing.

Thomas Hils: We have a follow up channel message that posts you another one of our support channels that just keeps logs of important support stuff as opposed to all our gifts and chitter chatter that could happen throughout the day and make sure everyone knows what they need to do everyday and allows us to send replies faster and not have to worry about having everyone look it up or sign into something just to see what they’re doing for the day.

Andra Roston: The other neat thing that it includes is, who is off for the day. That makes it much easier for us to, maybe, take over for someone who is going to be out if I see that there is an email assigned to them, I can look straight away. The Rock will tell me that that person is not at work so I can pick up their tickets. Yeah, that just helps us get to our replies faster but also, it means I don’t have to be sending out messages and Slack being like, “Hello, are you here today? No? I’m going to take that as a no. Okay.” That helps a lot too.

Mo McKibbin: That is super awesome. Okay. Cool. I’ll just quickly share one of mine. It actually is not Help Scout related. I am sorry, but one of the things as … I’m also a customer champion. I do a lot of work in success. I’m actually scheduling a lot of calls and troubleshooting and consults with customers. I live and die by my, calendar link, which basically just allows people to schedule time with me, but then because we also do our calls through Zoom, it can be really, really tedious to have a calendar invite and then have to always go and create a Zoom call every single time. I’m just sharing my screen real fast. I am hoping this is the right tab and nothing embarrassing comes up. Cool. It is the right tab. You can do a TriggerWare. It’s a new link.

Mo McKibbin: Through that, I just set all the details of what I want to pick up as that trigger. It pulls for my calendar, and then as soon as any customer books time with me on that calendar, I get a meeting link that is created for, exactly, that amount of time. It’s easy to just then copy and paste the Zoom details into the link calendar and then I can just send it to the customer. It basically just takes care of all of the busy work of setting up that Zoom call. It’s done automatically. Now, I also know and I haven’t done this, but I also know it is possible to then even connect another one to Google calendar. I just haven’t figured out exactly how to do that perfectly, but it is also possible to then create a calendar link or a calendar invite from a Zoom call as well, which would then just take care of all of my work, but for now, just using the link than to create a Zoom call has saved me so much time.

Thomas Hils: We know some people would help you with that other step.

Mo McKibbin: Fantastic. We’ll talk later. Awesome. Just moving onto the next question, what are some of the most effective ways that you have been able to cut down on support time? Specifically using between Zap or in Help Scout.

Thomas Hils: Yeah. One of the best tools we use is, we call it the High Value Bot. Because there are some customers who pay more than others and you really want to make sure that they get the attention that they deserve. We’ve built this bot. This is a bit of a complicated Zap, so bear with us here. We had some engineering help on this one. The bot goes ahead and checks one of our folders every hour. This also runs with every hour trigger. In this case, it might run a little … Yeah, every hour. It checks for filter to make sure that it’s exactly on business hours. We don’t need this running when everyone is asleep, and then runs through some fun little Zapier formatter utilities to give it some flare. These are all just some of our favorite emoji, and then it gets to a messy step of code where it’s making an API called the Help Scout, asking for all of the tickets in a specific folder.

Thomas Hils: In this case, our high value folder, and it post a message to Slack letting us know which tickets are there. If there aren’t any tickets there, it post a nice little gift party so we can all feel really good about. We’ve been helping our customers quickly. This really helps us out. It’s a nice motivation. Everyone on the team gets a little surprise at the end. It’s like when you clear out a folder in Help Scout and you get the nice little image right in the center and you feel real good about yourself but just for Slack as well.

Mo McKibbin: Rock and roll.

Andra Roston: Yeah. I think that we’ve definitely noticed that that’s been a call to action for the teams. Everybody is buzzing away and then all of a sudden, the High Value Bot will give six tickets and everybody is like “On it.” It’s being like Tom Cruise or something and everybody really nails it. I definitely remember the first time we got a gift party and everybody was so excited. Everybody is like “We did it.” It’s become a target to hit as a group rather than as an individual member. It’s cool that way also.

Mo McKibbin: Yeah. It’s like our [Hazam 00:13:42] as to just the extreme.

Andra Roston: Yes.

Mo McKibbin: That’s awesome. I think we might have to steal that one. It sounds super fun and productive. Cool. The next question I’m going to actually take from a Help Scout perspective, which is, what are the most common Zaps to pair with reporting insights from Help Scout? I know you guys mentioned before that you really more rely on Help Scout reports and don’t really do any Zaps from the reporting perspective, but Help Scout, we actually have tons of customers that ask us about things like sending reports to Slack or funneling them into a Geckoboard or even creating email reports. I wanted to walk through a couple of those. Just to share my screen again, something that is super popular is just posting your weekly stats to Slack. Actually, Zapier does have this really nice pre-setup Zap for this that we will send you in a follow up, but I’ll just going to walk you through this right now.

Mo McKibbin: Again, this has really become my new favorite trigger of Zapier, which is this Select Schedule Zapier trigger. It is also … give me one second. One sec. Sorry. There was an emergency call. Anyway, this is also really good for sending any sort of … You can schedule email reports this way. You can schedule any sort of scheduled reports. You can use this schedule by Zapier trigger. I know you guys already talked about it. You can set it by whatever time frame you want. You could do it by week or by day or by month, however you want to post these stats to Slack. Like you guys talked about earlier, did the Monday, just choose a time. It can be any regular time. All of these Zapier time scheduling triggers, we’ve already covered before with some of the other cool tricks that Zapier talked about.

Mo McKibbin: Now, as far as getting the week report in Help Scout though, it doesn’t actually even require any fanciness. You can just schedule it to go from the Help Scout reports and then it just creates this Zap. When it shows up in Slack, just switching screens for a second. You get a nice little post that it’s like “Here’s how many customers you help, your happiness score, your total replies.” You can just totally set what kind of stats you want to have funneled in for as many users as you want or as many stats as you want on a weekly basis. You can also do this again. You can do this by email as well. If you wanted to email a weekly report or a monthly report to a specific team member that doesn’t have access to Help Scout, that is also possible. You can either do that by the scheduled thing or you can also use the Push by Zapier, which is a Chrome extension to push email triggers on demand.

Mo McKibbin: There’s just a lot of ways that … because I know a lot of our customers ask if there’s a way to get reporting stats either through Slack or through email or again, you can also funnel it into something like Geckoboard. Using that scheduling Zap is really, really helpful for pushing into all of these different systems. Yes. Sorry about the-

Andra Roston: That’s awesome.

Mo McKibbin: Sorry about the weird phone call, guys.

Thomas Hils: It wouldn’t be a webinar if it wasn’t a phone call in the middle of it.

Andra Roston: I was going to say, “That’s what happens when you do it live.”

Mo McKibbin: Yes. All right. Recovering from that incredibly embarrassing hiccup. Oh, this is actually my favorite thing because we saw you guys had this and we were super excited about it ourselves. This, also, is something a lot of our customers ask if we have social integrations. We do have a couple of social integration through something called Smooch, but Zapier, actually, has a really, really cool Zap for social. How do you guys stay on top of things like incoming Twitter notifications and messages from other social channels?

Thomas Hils: I’m super glad you’ve asked. I’ve got a Zap right here to show you.

Mo McKibbin: Wonderful.

Thomas Hils: The biggest social media channel that we monitor on our support team is Twitter. We actually do that, of course, with the Zap. This Zap triggers from people mentioning Zapier. We use the search mention trigger here. You don’t have to use this for things just like a Twitter handle. You can put whatever search grammars you want, but because we’re just after Zapier stuff, we went ahead and went right to that. We have this optional filter step that removes any tweets that start with retweet, RT, so we can reduce the amount of noise that comes through. We just want customers organic mentions of us, not necessarily just all of the news that comes through. We take that and we pull things out of it. We want this to be in Help Scout. We have it generate a brand new conversation, an email conversation in our Zapier mailbox, of course. We say, “Hey, we’ve got a new Twitter mention from the user.” P line 42 here. I think that’s actually one of the Zapier employees. He has an interesting Twitter handle.

Thomas Hils: We pull the body of the tweet right into Help Scout so we can see exactly what’s being said. One of the things I really like about this is because tweet is going to be so short. You can see almost the full twitter message right from the mailbox without having to even open them. You can quickly triage the issues that need a reply. You have them all right there inside of Help Scout for you to handle. For us, that works really, really well because switching out of Help Scout, unless you go into Slack, is a waste of time. Might as well stay right in there.

Andra Roston: We also make sure to include a link to the tweet as well, which is really helpful for you to be able to click on and see some context. Is this a middle of a back and forth that they’re having and they’ve mentioned us along with two other apps or something like that. That’s a really nice bonus as well.

Mo McKibbin: Yeah. That’s really-

Thomas Hils: Absolutely. You can do whatever you want with this too to truly pick the information that you want because we get everything from the tweet itself. Even if you wanted to only see tweets that got us a lot of mentions or likes or something like that, you can build that in the Zapier filter.

Mo McKibbin: Oh, that’s really cool. Yeah, stacking the filter on that until I give you some extra control about what you see is really cool idea. Amazing. All right. Cool. Then some of the things that we also get a lot of questions for Help Scout is just in terms of managing to-do list or creating tasks in Help Scout. Obviously, Help Scout is not itself a project management software. You wouldn’t necessarily create a task in Help Scout. However, it does play nicely with so many project management softwares or to-do list. I know, Andra, at least you have a really cool example here. I wanted to ask you to share.

Andra Roston: Yeah. I’m going to do some crazy liveness and I’m going to build this up live.

Mo McKibbin: Nice.

Andra Roston: Bear with me while we do this live. What we’re going to do is, we’re going to build a Zap that takes new conversations in Help Scout and creates them as tasks in to-do list. This would be a really cool way to pull those through, especially if you use a filter and stuff like that, but we’ll get there. First, I’m going to do is, I’m going to not do that. I’m going to click this Make a Zap button and we’re going to pick our trigger app. Our trigger app in this case is Help Scout. We want a new conversation. Every time a new conversation happens in Help Scout, we want to trigger off of that. Here, I have already set this up so that I’ve connected my Help Scout account, hopefully, still. You can filter for your mailbox. Which one of your mailboxes, if you have a bunch of them, do you want to actually be looking at.

Andra Roston: We’re going to find an existing conversation. Yes. Once you’ve done that, we can start building out our action. That’s going to be, in this case, in to-do list. Again, we’re going to search for that. It gives you all of these create options. We’re going to create a task in this case. I’m going to choose that. Again, I’ve previously connected this account because I was prepared. All of a sudden here, you can see that we have a bunch of different fields that we can fill in. Just like the Twitter Help Scout conversation that we looked at, you can totally make this whatever you want. You can clear this much or as little information.

Andra Roston: There are some things that you’re going to want to choose like a project ID. You can add it to a particular project. Then for your title, you maybe want to include the name of the subject of the email. That’s probably a good name for it. You can add notes. You can assign it to someone. These are all optional but your note, for example, you might want to include something from the preview of this email. You get a little bit of context. Once you’ve built all that out, we would send that to to-do list. That is literally it. That is as quick as it is to build us up. If you wanted to get super fancy and you only wanted to have it create, let’s say, a task when Stripe is mentioned, then what you would do is, you would click on this little plus button and add a filter. Filters are great. We use filters a lot at Zapier. It’s a way to, again, reduce that noise, reduce how many times we’re getting that information.

Andra Roston: We are going to make it. You can make it so that it only continues if and then here, you’ll pick a filed. Let’s say the subject contains the word, “Stripe.” If we add that into our Zap, then what’s going to happen is, every time a new conversation comes in at Help Scout, we’re going to check to see if it has the word, “Stripe” in the subject. If it doesn’t, we’re just going to stop the Zap. If it does have the word, “Stripe” in the subject, then we’ll create that task for you in to-do list. There you go. That is how you build Zap.

Mo McKibbin: Oh my goodness. I have to tell you, that filter thing, I didn’t really know it existed. It’s pretty magical because I was just going to say, so I had created this Zap to make tasks from Trello based off of an assigned conversation, not necessarily a new conversation and created this crazy hack … I’ll walk you all through it. Don’t worry. I created this hack where you could create a team in Help Scout and then assign it to a team by using that custom team user ID and have that create cards, but I could’ve just use the filter against that of the crazy hack. I really appreciate you guys sharing that filter thing because I am going to take a ton of advantage of it, but if anybody wants to see the Mo McKibbin cray hack Zap, I am going to walk through how you can make cards in Trello based off of being assigned to a conversation.

Mo McKibbin: Instead of creating a new conversation in Help Scout, you’re going to do a new assigned conversation, but the hack part is, you probably don’t want to create a card for everything that’s assigned to say, “John, that would be really, really stressful for John.” Instead, there’s a feature that we have in Help Scout. I’m sure some of you know, which is called, Teams. It’s where you can assign conversations through a group of users, but the other cool thing about Teams is, for example, in Help Scout, we really use it as just like delegated work groups or projects groups. You can have a team of one. In fact, I have many teams of one that are just me. It’s just how I segment certain projects I want to work on, but if you take the team ID like the way you would if you are creating some with the API and then use a custom value for assigned user ID, then any time a conversation is assigned to this team, i.e., just like your project group, then you can set things up in Trello to create a card for it.

Mo McKibbin: Similar to what we were talking about all with to-do list, you can add the name of the card, you can add the description of the card. It has a whole bunch of options of things that you can add that come from the email itself that has been assigned. In Trello, it shows up as like a little card. If you have anything that’s like a project or like a really good used case for this might be a really good use case. You have an individual or a team that might have to fulfill swag requests or something, you can assign it to that team. Not only do they have that conversation in Help Scout that they can reply to and still keep that relationship going, but also, they have a card automatically created to them or the task that they have to fulfill. So much hack here than a filter, which is a really classy way to do it, but I’m sharing my screen, correct?

Andra Roston: No.

Mo McKibbin: I wasn’t sharing my screen that entire time? Oh my goodness. Guys …

Thomas Hils: Well, you described it so well. It was-

Andra Roston: You were giving such a vivid description. We thought that was what you’re trying to do. It’s glorious.

Mo McKibbin: Okay. Major tech fail for that, but anyway, I will also give you guys all the instructions afterwards. You guys don’t have to totally make fun of me behind my back later. Yeah, you can either use the filters, they said or you can use the assigned to new conversation. I’m going to link everybody who is in the chat right now to the Trello thing. It’s really handy. Just do assigned conversation and then grab the team ID from the team’s menu and then throw that ID in the assigned user. Actually, I am going to share my screen to show you that because that’s a little on the tricker side. What you’re looking for there when you do that, we can see my screen, correct?

Andra Roston: Yes.

Mo McKibbin: Okay. What you’re looking at for that is under managed teams. Pick the team that you want to grab the ID from and then the ID is right here. Do that. When you are creating your Zap, when you’re creating the new assigned conversation and you’re doing the added options, then you’re going to wanted to put the team ID there. That’s the one little tricky hacky thing for creating a task, but it also works.

Andra Roston: Nice.

Thomas Hils: That’s a really impressive workflow.

Mo McKibbin: Cool. All right. Cool. I have a question that I want to answer because it’s about what we’ve been talking about was just, just in case you know this question, what happens if the task changes assigned users in Asana? Would a new Zap need to be built with conditions for Asana, reassignments to be reflected in Help Scout? This actually sounds like a good question for you. Did you guys get that?

Andra Roston: Yeah. I think you would probably want to build a second Zap because Zaps are really about data flowing one way, not two ways. You would want to create a new Zap where Asana is the trigger and maybe, I don’t know all of the triggers in Asana off my head but a new assigned user in Asana and then that has an impact on the assigned users in Help Scout. You always want to think about that data as flowing in one direction. In that case, you couldn’t have a feedback loop like that.

Thomas Hils: I took a peek at Asana and in this case, probably the best way to accomplish that would be the tag added to task trigger and then you could apply a tag to that task that says the new person’s name and that can update the assignment.

Mo McKibbin: Cool. Sorry. I’m team Trello. I’m also team Werewolf when it comes to creatures and project management software, but I do know as I’m super popular. I probably should’ve created the thing from that but whatever. All right. Cool. The last question that we have here, and then we can also just jump in the questions and see if there’s anything else that cool that people want to learn how to do or automate is, what do you think is the value for automating sales and support together? Because of that, what are some CRM Zaps that support teams should be taking advantage of to keep those things in sync?

Thomas Hils: One of the interesting things about Zap here is that we don’t actually have a dedicated sales team. Our support team does a lot of salesy stuff. This is one of the workflows that we use. I will say that in this particular example, we’re using Close and go to webinar, but this would work for, pretty much, any CRM and any webinar software. If you like Zoom, if you like Sales Force, you can swap that in and out. I’m going to go ahead and share my screen here and show you this Zap that we’ve got. This triggers from a new signed conversations in Help Scout. One of our folks who handles a lot of the salesy stuff will get assigned the conversation, which kicks off this Zap. The first thing that we’re going to do is take the email of the customer who wrote in and run that through Zapier’s lead score. This is a free built-in tool of Zapier and it will go ahead and enrich your lead with some additional information. You’ve only got that, maybe their name and their email, but you want to know a little bit more about them.

Thomas Hils: We’re going to use the data that produces to create a lead in Close.IO with their company name, a contact name, all the stuff that a salesperson will need to close on a lead. The next thing we’re going to want to do is create a new registrant in our webinar, so that we can get them involved in our sales process. Get them into a webinar where they can learn a little bit more about Zapier and maybe decide that this is something that they need. We take that information return from Help Scout and from the lead enricher and use that in our go to webinar registrant. Again, this could be Zoom and the previous step to definitely be Sales Force or any other CRM that makes you happy.

Thomas Hils: At the end of it, we go ahead and create a brand new conversation in Help Scout that includes links to our webinar and let something out and that way, we can keep everything inside of Help Scout because that’s where, as a support and sales team, we work the most. That works really well for us. We like it a lot. If you wanted to do something like this and you don’t use a CRM that I’ve mentioned, you should check out on Zapier, our integrations page because we do have over 1,000. We probably got your CRM. We probably got your webinar software. We know you love Help Scout, so we’re halfway there.

Mo McKibbin: That’s so great. Cool. Anything more to add to that, Andra?

Andra Roston: Yeah. I actually asked a friend of mine called, Ethan, who works at Salsify about a Zap that he built, that does some cool tag stuff. I had him run me through it. It’s pretty neat. I would just warn you that the last step in particular is Webhooks. Webhooks are a little bit more advanced. If you’re not so comfortable, hopefully, you’ve got an engineer or a developer on your team who can start you out. What I did was, I took a screenshot of just the steps that he has. I’m going to show that you and I’ll talk you through what it looks like and what it does. It’s quite a long Zap as you can see, but it does some really cool stuff. What it does is, you would probably want this to be a new conversation in Help Scout. What this does is, it searches Sales Force and finds a bunch of custom objects. What it’s looking for are things like a company name, I think, things like if they’re high value user and those pieces of information and then it finds that person’s contact, that organization’s contact.

Andra Roston: Essentially, what it does is, it builds out a list, an array of those items, and then uses this Webhook down here to send it to Help Scout and what that array does and what that last Webhook step does is, it creates tags. It means that that conversation gets a ton of tags assigned to it, but what it does for them is, it helps them keep track of what customer is this, what company are they from, are they high value user that we need to get in touch with, is there a phone number that, maybe, we want to call them on. Again, this is a little bit more confusing and a little bit more step by step, but again, it is a great way to pull data out of your CRM and then use it to better support your customers in the long run.

Mo McKibbin: Yeah. That’s awesome. Yes. I totally understand it’s not for the faint of heart setting up because the last step definitely takes a little bit of developer love, but the end game is so valuable. Once you have a tag on something in Help Scout, I know a lot of folks ask us for more customer management. If you’re tagging for company name, you’re automatically grouping by company. If you’re tagging by segment, how much value they bring in, then you can create a report’s view that filters your reports by everything in that segment. Tags are just like … I’d call it the duct tape of Help Scout because you can do so much with that.

Andra Roston: Yes. That’s awesome.

Mo McKibbin: Once you have a tag on it that’s pulling from Sales Force, literally, the world is your oyster in Help Scout. A little bit of cody work, huge pay off for sinking those two systems together. Cool. All right. I’m going to jump into some of the questions that we still have open in the chat. This is going back to the productivity stuff, but what about having a Zap and using tags and filters within Help Scout for a time based task assignment within Asana?

Thomas Hils: That would depend a little bit about how you were doing your tagging in Help Scout. If you were using the new conversation trigger, we’re going to see that conversation exactly how it is when it comes in. If a tag is applied later, we wouldn’t see that. Whereas, if you’re using new assigned conversation, if the tag was applied before the conversation was assigned, we would get that information and you could filter off of it, but it would depend on your workflow. That’s a little bit of a tricker one. We could get into if you wanted to shoot us an email.

Mo McKibbin: Yeah. That’s cool. Using the new assigned conversation hack is another way that you can build that tag filter in.

Andra Roston: Totally.

Mo McKibbin: Cool. Are there any other questions? You guys can just throw them in the chat. We’ll later answer by chat. I know Kim from Zapier has been also really awesome at answering people in realtime in our chat, but if there’s anything that you want to see in IRL, you guys can go ahead and ask them in the chat. We’ll hang on for a little bit, maybe engage in some playful banter that has not been rehearsed.

Thomas Hils: Unscripted.

Mo McKibbin: Unscripted. Yeah. Just go in rogue while we wait. The other thing is, yeah, something I want to point out is, Kim just said you can email contact at if you have any other questions. You can also write help at or .net, both addresses work. If you have any further questions, they are going to be much better at helping you through the Zapier stuff. We can muscle through it, but we’re both available if you guys have any questions as follow ups.

Thomas Hils: I see Jessie ask the question about doing feature request for the product within GitHub. That would depend on how you record those in GitHub. Things like new issues we can trigger from, full request we can trigger from. Let me take a look at GitHub before I get too far into that. We can definitely take stuff out of GitHub but getting things into GitHub can be a little bit tricker. We could do things like if you are tracking those on issues, we could take new assigned conversations in Help Scout. For example, if you just traded like a feature request user in Help Scout and assign those feature request to that person, we could then create an issue in GitHub with the consent of that for you.

Mo McKibbin: That’s great. All right. Yeah. It is great. It’s always great. I will say this both with Help Scout. Again, no matter what help desk you’re using, all of these Zaps are going to work with all of the most popular ones. You’re still going to be totally fine and just switch out Help Scout with something else.

Andra Roston: Other thing.

Mo McKibbin: Other thing. Help desk that should not be named. You should definitely still get value out of all of these things. I will be putting together a Zap packet as I decided on the fly during this webinar simply because of some screen sharing mistakes by me. Also, we’re going to be sending out everyone a recording as well. Thank you so much, everyone, for joining us. Also, thank you so much, Thomas, and so much, Andra, for joining us today. This was so valuable and helpful.

Andra Roston: This is a great time. Thank you so much for having us.

Thomas Hils: Yeah. You’re not the only one with screen share trouble. We understand.

Mo McKibbin: You guys are so forgiving. All right. Awesome. Well, thank you so much for joining us and have a really great day. I really appreciate you guys joining us.

Andra Roston: Bye.

Thomas Hils: Bye.

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