Hey everyone,
I’m looking to integrate with Helpsout (it’s a help desk/support system). All of our emails basically come through this portal for customer service. I’d like to integrate it so that we can have a more well rounded view of our customers from the Klaviyo side.
My hesitation is that I don’t want all the emails coming in to be counted as active. As you can imagine, we get lots of emails through the help desk (including spam ones) that I want to keep to a minimum on the impact on our overall email count in Klaviyo.
I thought about creating a flow after a coversation was closed that after a certain period of time would suppress the profile via api (maybe if they haven’t placed an order or something like that). Does that sound unreasonable or like a good idea?
Thanks for all your input!
Recommendation For Helpscout Integration
+2
+62Hi
Just chiming in here, even though I’m not super familiar with Helpscout - though I’ve used it in the past on a client project. If I recall, it will sync all Profiles to Klaviyo the moment a new “Sent Message” (ticket) is created - and of course the integration adds Event data to any existing Profiles.
As a general rule, you should have some sort of Segment that pulls out inactive Profiles, Bounced Profiles, etc - so if you have that already setup, any inactive Profiles will of course find themselves there.
A more specific Segment to deal with the influx of Helpscout originated Profiles would be a good idea. But you’ll need to build a Segment that correctly identifies inactive Profiles (as you suggested) without accidentally suppressing existing subscribers.
You may want to use a combination of the “Profile Created Date” along with the a Helpscout specific metric “Sent Message” and then add on the layer of “inactivity” logic that makes sense to you before you automatically Suppress them via the API.
As a pre-caution, I would just periodically monitor that Segment to double check before you suppress them - you can always use the manual Bulk Suppression method outline here with that Segment to do this manually until you have confidence you have the correct Segment rule to suppress them automatically.
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