SLA24 Documentation

Importing From Helpscout

It is very important that you disable ALL other SLA24 Service Desk add-ons before using the importer. The only plugins that should be active is AWESOME SUPPORT and the AWESOME SUPPORT IMPORTER!

Help Scout requires an API Token, which you register within your Help Scout dashboard. To get your API Key (token), do the following:

  1. 1. Log into your Help Scout account.
  2. Go to “Your Profile” by clicking on the user icon.
  3. Go to the “Authentication” page.
  4. Click on the “API Keys” tab.
  5. Then click on the “Generate an API Key” button. Give your new key a label.

After you have acquired this information you can import tickets into SLA24 Service Desk as follows:

  • Go to Tickets->Importer
  • Select HELPSCOUT as the Help Desk Provider  in the first field.
  • Copy the API Key and then paste it into the Importer’s “Help Desk’s API Token” field.
  • You will need to select which mailbox from which to import the tickets. Click on the “Get Help Scout Mailboxes” button. The plugin requests all of the mailboxes from your Help Scout account and then populates the “Select the Mailbox to import” `<select>` field. You will receive a message when the mailboxes are populated and the request is complete.
  • When it’s done, then select a mailbox.
  • If you’d like to get tickets within a certain date range, select that range in the date fields.
  • Click the “Save” button. The information you entered is saved.
  • Click on the “Import Tickets” button.
  • Stay on this page. Please be patient, as it can take awhile. Take a break while it does its work.

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