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Bring your Help Scout conversation history into Chatarmin CX by connecting your Help Scout account. Your team sees past conversations, notes, and attachments next to new tickets, so nobody has to switch back to Help Scout to look up what a customer asked before.

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When to use it

Use the Help Scout import when you are moving from Help Scout to Chatarmin CX and want past conversations in the inbox before you cut over. It is a historical import, not a live sync: conversations that arrive in Help Scout later only reach Chatarmin CX when you run the import again.

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Before you start

  • You need access to Settings → Integrations in Chatarmin CX. Admins always have it; for other roles, see Roles and permissions.
  • You need a Help Scout login with access to the mailboxes you want to import. The import covers every mailbox and every status that login can see; you can’t pick individual mailboxes.
  • Set up your email channels in Chatarmin CX first. Each Help Scout mailbox is matched to the Chatarmin CX channel with the same email address. Conversations from mailboxes without a match go to your default email channel. See Email.

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Connect Help Scout

1

Open the Help Scout integration

Go to Settings → Integrations and choose Help Scout, or open integrations.
2

Start the connection

Click Connect. In the Connect Help Scout dialog, click Connect. Help Scout opens in a new tab.
3

Authorize in Help Scout

Sign in to Help Scout if prompted and click Authorize. You return to Chatarmin CX.
4

Confirm the connection

Under Connected accounts, the Help Scout account shows a Connected status.
You don’t need an API key or your own Help Scout app for the conversation import.

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Run a small test import

Start with a short date range so you can check the result before importing everything.
1

Open the import card

On the Help Scout integration page, find the Import from Help Scout card below your connected accounts.
2

Choose a short range

Under Import range, pick Last month. The card shows how many tickets are in that range.
3

Choose attachments

Keep Include file attachments checked to copy files from Help Scout. Uncheck it for a faster, text-only test.
4

Start the import

Click Start import. The card shows the status, a progress bar, and counts for Succeeded, Failed tickets, and Failed batches.
5

Check a few tickets

When the status shows Completed, open a few imported tickets in the inbox. Check the channel, the customer, the messages, and the attachments.

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Run the full import

When the test looks right, choose a longer range under Import range (up to All time) and click Start new import. Conversations you already imported are not duplicated, so overlapping ranges are safe. The range is based on when a conversation was last updated in Help Scout, not when it was created.
Imports only run off-peak, between 11 PM and 10 AM. If you start during the day, the import waits, and the card shows when it resumes. Plan a large import over one or more nights.

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What gets imported

Status is mapped like this: Some things are not imported:
  • Assignees. Imported tickets have no assignee in Chatarmin CX.
  • Drafts and Help Scout activity entries, such as status changes.
  • Saved replies, Help Scout Docs articles, users, and workflows.
  • Priority. Imported tickets get Low priority.
A guided Help Scout migration with more options, such as choosing mailboxes, mapping agents and channels, and importing saved replies and Docs articles, is in beta for some workspaces. Contact Chatarmin CX support if you need it.

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What happens to your customers and automations

  • Nothing is sent to customers. Imported messages are stored as already delivered.
  • Imported tickets and messages don’t start AI Agents, Classic AI, or other automations that react to new tickets or messages.
  • Nothing changes in Help Scout. The import only reads data.

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Pause, cancel, and continue

  • Pause holds a running import. Resume continues it from the same place.
  • Cancel stops the import. Tickets imported before you cancel stay in Chatarmin CX.
  • If an import fails, the card shows the error and where it stopped. Continue import picks up from the batch that failed.
  • Only one Help Scout import can run per Chatarmin CX workspace at a time.

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Run the import again

You can start a new import after the previous one is completed or cancelled. Re-running is safe:
  • Conversations that were already imported are not created again.
  • If a conversation in the chosen range got new messages in Help Scout since the last run, they are added to the existing ticket.
  • The existing ticket’s status and subject are not updated.
To undo an import, there is no one-click rollback. Imported tickets stay in the inbox until you delete them.

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Disconnect Help Scout

On the Help Scout integration page, click Connected next to the account, choose Disconnect, and confirm with Delete. Imported tickets stay in Chatarmin CX, but the import history on the card is removed. Disconnecting removes the connection in Chatarmin CX only, so also revoke the Chatarmin app’s access in Help Scout if you want to cut it off there.

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Troubleshooting

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The import doesn’t start

Check whether you started outside the off-peak window. The card shows Off-peak only (11 PM – 10 AM) and when the import resumes.

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The import fails right away

The import needs at least one email channel in Chatarmin CX to hold conversations from mailboxes it can’t match. If the error mentions a missing default email channel, set up an email channel, then click Continue import.

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Tickets landed in the wrong channel

Mailboxes are matched to channels by email address. Add an email channel in Chatarmin CX with the mailbox’s exact address before you import. Already imported tickets are not moved when you run the import again.

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Some tickets failed

While an import runs, the Recent batches list on the card shows which batches failed and why. If the import stops, the card shows the error and the batch it stopped at; click Continue import to pick up from there. If the same tickets keep failing, contact Chatarmin CX support and include the Help Scout conversation numbers and the error shown on the card.