Overview
Help Scout is an Autopilot source that processes support conversations. Autopilot creates ideas on your Ideas dashboard and attaches the source conversation as an Insight.
The Help Scout integration is available on all plans, including Free. It does not count toward integration limits.
Connecting the integration
Go to Settings → Help Scout, click Install Help Scout, authorize Canny, then enable Help Scout as an Autopilot source. Owner-level admin permissions are required to connect integrations.
How it works
Autopilot processes closed Help Scout conversations and surfaces identified requests in the Autopilot inbox. Approving a suggestion:
Creates a new idea on your Ideas dashboard.
Attaches the Help Scout conversation as an Insight on that idea.
Does not publish anything to your portal or notify any end-user.
Conversations must be closed to be sent to Autopilot. Feedback is not captured from open conversations.
See Autopilot for full details.
Things to note
Autopilot extracts feedback in any language.
Ideas created via Autopilot are internal by default and are not published to the portal unless you manually publish them.
Each conversation is reviewed once, even if it is later reopened.
Using a legacy version of Canny?
Canny Ideas is now the default experience. If your workspace is still on the legacy Canny experience (before Ideas), Autopilot turns Help Scout conversations into posts instead of ideas:
Detected feature requests become new posts, and duplicates are added as votes on existing posts.
On legacy plans, each conversation reviewed uses 1 Autopilot credit, whether or not it results in a suggestion.