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Help Scout + Orcabase

Your Help Scout inbox, in plain answers.

Sync Help Scout through Fivetran and ask how fast you reply, what customers write about and which issues keep coming back, in plain words.

Get startedHow to connect
  • Synced by Fivetran
  • Syncs every 6 hours
  • No Fivetran account needed
AgentHelp Scout connected

How long do customers wait for a first reply?

Reading your Help Scout data…

The median first reply took 3.2 hours last week, down from 5.1.

  • Weekend conversations wait longest: 11 hours.
  • The billing mailbox replies fastest.
  • Replies within an hour get twice as many great ratings.

Median first reply by week, hours

W1W2W3W4W53.2W6
How I got this· 4 steps
  1. Looked at your Help Scout conversations
  2. Measured the time to each first reply
  3. Took the median for each week
  4. Split it by mailbox and weekday

Example answer. Numbers are illustrative.

In plain words

How do I report on Help Scout conversations?

Fivetran copies your Help Scout conversations, customers and mailboxes into a database Orcabase hosts for you and keeps the copy up to date. You ask in plain words, and the agent answers with the number and a chart.

With your billing data next to it, you can also see which customers write in before they leave.

Ask in plain words

What you can ask about your Help Scout data

The agent answers with the number, a chart and the steps it took. Keep the good answers on a dashboard.

Meet the data agent

  • How long do customers wait for a first reply?

  • What are the most common tags this month?

  • Which mailbox is busiest?

  • How many conversations does each teammate handle?

  • Which customers write in about the same issue again?

  • What share of ratings are great?

  • When in the week do most conversations arrive?

  • Show me conversations by week and mailbox.

What comes in

Your Help Scout data, ready to ask about.

A copy in a database Orcabase hosts for you, with its own folder for each app.

01

Conversations

Every conversation, its threads, status, tags and mailbox.
02

Customers

The people writing in, and their details.
03

Mailboxes and users

Where conversations arrive, and who handles them.
04

Ratings

Happiness ratings and comments, where customers left one.

Numbers worth defining

Define them once. Every answer agrees.

Tell Orcabase what each number means, certify it, and your dashboards, the agent and your whole team use the same one. The agent can draft these from your Help Scout data.

How metrics work

  • First reply time

    Median time to the first reply.

  • Resolution time

    Median time from first message to closed.

  • Great ratings

    Share of ratings that were great.

  • Conversations per customer

    Conversations divided by active customers.

Dashboards to start with

Your Help Scout numbers at a glance.

Ask the agent to build one of these, or pin charts yourself. Share any dashboard with a link.

Inbox

4 charts
  • Conversations by week
  • First reply time
  • Top tags
  • Busiest hours

Customers

3 charts
  • Great ratings
  • Repeat issues
  • Conversations per customer

About dashboards

Better together

Ask across Help Scout and the rest of your business.

The best questions need more than one app. The agent can pull from several sources for one answer.

“Do customers who write in often pay us more or less?”

Help Scout + Stripe

“Which customers write in before they stop using the product?”

Help Scout + PostgreSQL

“How many conversations do every 100 orders create?”

Help Scout + Shopify

How to connect

Connect Help Scout, step by step.

  1. 1

    Find it in Sync data

    In Orcabase, go to Sync data → Add source and search for Help Scout. Pick the database to sync into.

  2. 2

    Connect Help Scout on Fivetran’s page

    Sign in to Help Scout on Fivetran’s page and allow access.

  3. 3

    Choose what to sync

    Back in Orcabase, tick the data you want. Only what you pick is synced, and only it counts toward your allowance.

  4. 4

    Ask away

    The first sync starts straight away. When it’s done, ask the agent about your Help Scout data.

What you’ll need

  • A Help Scout login with access to the mailboxes you want.
  • The Admin role in Orcabase, and data hosting: Fivetran writes into a database Orcabase hosts for you.
At a glance
How it connects
Synced by Fivetran
How fresh
Every 6 hours, as standard.
Where your data lives
A copy in a database Orcabase hosts for you, with its own folder for each app.
Who can set it up
An admin in your organization.
Your login
You sign in on Fivetran’s own page. Orcabase never sees your password or keys.
Cost
Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard.
Sync apps with FivetranStep-by-step, in the docs.

Questions

About Help Scout and Orcabase

More in the docs: Sync apps with Fivetran

Can I split numbers by mailbox?
Yes. Every conversation keeps its mailbox, so any number can be split by it.
Can Orcabase reply to customers?
No. Orcabase only reads the synced copy.
Do I need a Fivetran account?
No. Orcabase uses its own. You sign in to Help Scout on Fivetran’s page, and the data lands in a database Orcabase hosts for you, so there’s nothing else to set up or pay Fivetran for.
How fresh is my Help Scout data in Orcabase?
Fivetran syncs it every 6 hours as standard, and an admin can run a sync by hand at any time. The page for each source shows when it last synced and when it syncs next.
What does syncing cost?
Counts toward your monthly sync allowance: 500,000 changed rows a month, as standard. Each distinct row that’s added or changed in a month counts once, however often it changes, and the first full copy is free. You choose which tables sync, so you only spend the allowance on what you need.

Keep exploring

More data sources

All data sources

Your Help Scout data already has the answers.

Connect it, ask your first question, and pin the answers you want to see every week.

Get startedAll data sources