Use Help Scout as a Content Source

Help Scout is a dedicated customer support platform known for its all-in-one service capabilities. It provides an email-based customer support platform, knowledge base tool, and an embeddable search-contact widget for customer service professionals.

PERMISSIONS.

SearchUnify ignores user permissions during searches. All indexed files can be search by all users.

Establish a Connection

  1. Navigate to Content Sources.

  2. Click Add New Content Source.

  1. Find Help Scout and click Add.

  2. Enter the following details for authentication:

    • Name. Insert a label for your content source.

    • Client URL. The value is always https://secure.helpscout.net.

    • Language. Select the content language, which is by default English-en.

    • App Secret. Enter the App Secret. Refer to Get Help Scout Docs API Key, App ID, and App Secret.

    • App ID. Enter the App ID.

    • Doc API Key. Enter the API Doc Key.

  3. Click Connect.

  4. Log into Help Scout.

  5. Click Authorize.

If you see "Connection Succeeded", then you've successfully connected SearchUnify with Help Scout. Click Next.

Set Up Crawl Frequency

The first crawl is always manual and is performed after configuring the content source. In Choose A Date, select a date to start crawling; the data created after the selected date will be crawled. For now, keep the frequency to its default value Never and click Set and move to the next section.

Select Content Types and Fields for Indexing

SearchUnify can crawl conversations and articles content type. Admins can further select what fields they want to index from these two content types.

  1. Under the Rules section, By Content Type is the selected tab.

  2. You can see the conversations and articles are already configured. Click on the edit button from the Actions column to view or edit the fields for content types. Although, it is not recommended for users to edit or delete any field that is already added.

  3. Switch to By Topics. Use the alphabetical index to find topics. For example, Grazitti Interactive Knowledge Base is under the alphabet G.

  4. Use the checkbox pick the selected topics for indexing. Once you have selected the topics, click Save.

After the First Crawl

Return to the Content Sources screen and click in Actions. The number of indexed documents is updated after the crawl is complete. You can view crawl progress in in Actions. Documentation on crawl progress is in View Crawl Logs.

NOTE 1

Review the settings in Rules if there is no progress in Crawl Logs.

NOTE 2

For Mamba '22 and newer instances, search isn't impacted during a crawl. However, in older instances, some documents remain inaccessible while a crawl is going on.

Once the first crawl is complete, click in Actions open the content source for editing, and set a crawl frequency.

  1. In Choose a Date, click to fire up a calendar and select a date. Only the data after the selected date is indexed.

  2. Use the Frequency dropdown to select how often SearchUnify should index the data. For illustration, the frequency has been set to Weekly and Tuesday has been chosen as the crawling day. Whenever the Frequency is other than Never, a third dropdown appears where you can specify the interval. Also, whenever Frequency is set to Hourly, then manual crawls are disabled.

  3. Click Set to save crawl frequency settings. On clicking Set, you are taken to the Rules tab.