Migrate your Help Scout data

Conversations are the core object in Help Scout, equivalent to tickets. We export full thread history including public replies, internal notes, and attachments via the Inbox API. Closed and archived conversations are included in migrations. Status (Active, Pending, Closed) and assignee are mapped directly.

Customers are the contact records in Help Scout, storing email, name, phone, address, and company. We export all standard customer properties and preserve Customer Properties custom fields set at the customer level. Contact-based billing limits are surfaced during import scoping.

Mailboxes are the shared inbox containers. We map conversations to the correct mailbox during migration based on the source ticket's inbox归属 or tag rules. Each mailbox can have up to 10 custom fields. Mailbox structure including folder rules is preserved.

Help Scout supports 5 Custom Field types: Dropdown (up to 100 options), Single line, Multi line, Number, and Date. Custom Fields are gated to Plus and Pro plans. We map them field-by-field and flag any Dropdown option values that do not have a direct equivalent in the destination system. Required field enforcement is noted for import validation.

Docs articles organized within Collections form the knowledge base. We export all article content, categories, and navigation hierarchy via the Docs API. Published status and author attribution are preserved. Docs is priced separately as an additional site at $20/month when on the Free plan.

Tags are applied across Conversations, Customers, and Docs. We preserve all tag assignments during migration and map them to equivalent labels or categories in the destination system. Tags serve as a fallback for migrating custom field data when no direct field equivalent exists.

Automatic Workflows automate actions based on triggers such as conversation status, mailbox, or customer properties. We map workflow logic but note that complex conditional rules with multiple nested conditions may require manual recreation at the destination. Basic rules transfer more reliably.

Users are the agents who handle conversations. We export user records including email, name, role, and team assignment. Help Scout uses unlimited-user pricing on paid plans, which is migration-relevant for cost projections. User permissions and role assignments are mapped to equivalent roles in the destination.

Teams and Departments group users for routing and permissions. We preserve team assignments and map them to equivalent organizational units in the destination. Advanced team permissions are gated to Plus and above.

Reporting data including All Channels, Email, Company, and Happiness reports is not available via API. We do not migrate historical reporting metrics. Customers should export CSV reports manually from the Reports section before migration if historical analytics are needed.

Attachments embedded in conversation threads are accessible via the Inbox API. We export them as binary blobs and re-attach them at the destination. Large attachment batches may require extended migration windows due to per-account rate limits.

Customer Properties are custom fields set specifically at the customer record level, distinct from conversation Custom Fields. We treat these as standard custom properties and map them field-by-field to the destination's equivalent contact properties.