How to Connect Slack to Help Scout

Updated on:

May 12, 2026

By:

Use this interactive demo to learn how to connect Help Scout with your Slack workspace.

Quick summary

The Help Scout Slack integration lets support teams receive real-time notifications in Slack whenever key events occur across their Help Scout inboxes. Once configured, agents can map their Help Scout users to Slack usernames to receive direct @mentions for faster response times.

Steps

Log into Help Scout and navigate to Manage on the navbar.
Select Apps from the dropdown menu.
Search for and select Slack, then click Install when prompted.
Connect your Slack account and click Allow to authorize the integration.
Select which events you want posted to Slack and choose a Slack channel for each Help Scout inbox.
Click Save to apply your channel and event settings.
Go to the Mentions tab, toggle it to Enabled, and map Help Scout users to their Slack usernames using the drop-down menus.
Select a user in the New Conversation @mention menu to receive notifications for unassigned conversations, then click Save.

📌 Why this matters

Connecting Help Scout to Slack keeps support teams instantly informed by delivering real-time ticket notifications directly into the Slack channels they already use. This integration eliminates the need to manually check Help Scout for new or updated conversations, reducing response times and improving team coordination. By mapping Help Scout users to their Slack usernames, teams can receive direct @mentions for unassigned conversations, ensuring no customer request falls through the cracks. For support teams managing high conversation volumes, the Help Scout Slack integration is a critical workflow tool that bridges communication between customer support and the rest of the organization.

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