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When you connect Help Scout, Plain imports your full support history, including conversations, internal notes, and attachments, so your team can pick up exactly where they left off.

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What gets imported

  • End users → Customers
  • Conversations → Threads, including internal notes
    • Help Scout statuses are mapped to the equivalent thread statuses in Plain
  • Tags → Labels
  • Attachments: any files attached to Help Scout conversations are carried over
  • Original timestamps: every thread and every message keeps the date it had in Help Scout, so your history stays in order
Each mailbox connects separately, so repeat the setup below for every mailbox you want in Plain. CSAT ratings and custom fields on conversations are not imported. See Migrating from another tool for the full picture of what you’ll rebuild in Plain. Importing history doesn’t trigger SLAs, auto-responses, or workflows, so nothing goes out to your customers and no SLA clocks start on old conversations.

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Ongoing sync

After the initial import, new customers, conversations, notes, and tags from Help Scout sync to Plain hourly. Changes to existing conversations, such as status or assignee, are not synced after the initial import. No auto-responses are triggered by the sync.

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How to set it up

  1. Go to Settings → Help Scout
  2. Follow the steps to connect your Help Scout account
  3. Connect each mailbox you want to import. Every mailbox is authorized on its own
  4. Once connected, your historical data will begin importing automatically
A large history takes time to come across. To stop syncing, return to Settings → Help Scout and click Disconnect.