Help Scout to Looker

This page provides you with instructions on how to extract data from Help Scout and analyze it in Looker. (If the mechanics of extracting data from Help Scout seem too complex or difficult to maintain, check out Stitch, which can do all the heavy lifting for you in just a few clicks.)

What is Help Scout?

Help Scout provides a help desk platform with email and live chat support, a knowledge base tool, and an embeddable search/contact widget.

What is Looker?

Looker is a powerful, modern business intelligence platform that has become the new standard for how modern enterprises analyze their data. From large corporations to agile startups, savvy companies can leverage Looker's analysis capabilities to monitor the health of their businesses and make more data-driven decisions.

Looker is differentiated from other BI and analysis platforms for a number of reasons. Most notable is the use of LookML, a proprietary language for describing dimensions, aggregates, calculations, and data relationships in a SQL database. LookML enables organizations to abstract the query logic behind their analyses from the content of their reports, making their analytics easy to manage, evolve, and scale.

Getting data out of Help Scout

Help Scout provides a Mailbox API that lets developers retrieve data stored in the platform about customers, mailboxes, conversations, and more. For example, to retrieve information about a customer conversation, you would call GET https://api.helpscout.net/v2/conversations/id.

Sample Help Scout data

Here's an example of the kind of response you might see with a query like the one above.

{
  "id" : 123,
  "number" : 12,
  "threads" : 2,
  "type" : "email",
  "folderId" : 11,
  "status" : "closed",
  "state" : "published",
  "subject" : "Help",
  "preview" : "Preview",
  "mailboxId" : 13,
  "assignee" : {
    "id" : 256,
    "type" : "customer",
    "first" : "Mr",
    "last" : "Robot",
    "email" : "none@nowhere.com"
  },
  "createdBy" : {
    "id" : 12,
    "type" : "customer",
    "email" : "bear@acme.com"
  },
  "createdAt" : "2019-03-15T22:46:22Z",
  "closedBy" : 14,
  "closedAt" : "2019-03-16T14:07:23Z",
  "userUpdatedAt" : "2019-03-16T14:07:23Z",
  "customerWaitingSince" : {
    "time" : "2019-07-24T20:18:33Z",
    "friendly" : "20 hours ago",
    "latestReplyFrom" : "customer"
  },
  "source" : {
    "type" : "email",
    "via" : "customer"
  },
  "tags" : [ {
    "id" : 9150,
    "color" : "#929499",
    "tag" : "vip"
  } ],
  "cc" : [ "bear@normal.com" ],
  "bcc" : [ "bear@secret.com" ],
  "primaryCustomer" : {
    "id" : 238604,
    "type" : "customer",
    "first" : "Rob",
    "last" : "Robertovic",
    "email" : "rob@acme.com"
  },
  "customFields" : [ {
    "id" : 8,
    "name" : "Account Type",
    "value" : "8518",
    "text" : "Free"
  }, {
    "id" : 6688,
    "name" : "Account Status",
    "value" : "33077",
    "text" : "Trial"
  } ],
  "_links" : {
    "assignee" : {
      "href" : "..."
    },
    "closedBy" : {
      "href" : "..."
    },
    "createdByCustomer" : {
      "href" : "..."
    },
    "mailbox" : {
      "href" : "..."
    },
    "primaryCustomer" : {
      "href" : "..."
    },
    "self" : {
      "href" : "..."
    },
    "threads" : {
      "href" : "..."
    },
    "web" : {
      "href" : "..."
    }
  }
}

Preparing Help Scout data

If you don't already have a data structure in which to store the data you retrieve, you'll have to create a schema for your data tables. Then, for each value in the response, you'll need to identify a predefined datatype (INTEGER, DATETIME, etc.) and build a table that can receive them. The Help Scout documentation should tell you what fields are provided by each endpoint, along with their corresponding datatypes.

Complicating things is the fact that the records retrieved from the source may not always be "flat" – some of the objects may actually be lists. In these cases you'll likely have to create additional tables to capture the unpredictable cardinality in each record.

Loading data into Looker

To perform its analyses, Looker connects to your company's database or data warehouse, where the data you want to analyze is stored. Some popular data warehouses include Amazon Redshift, Google BigQuery, and Snowflake.

Looker's documentation offers instructions on how to configure and connect your data warehouse. In most cases, it's simply a matter of creating and copying access credentials, which may include a username, password, and server information. You can then move data from your various data sources into your data warehouse for Looker to use.

Analyzing data in Looker

Once your data warehouse is connected to Looker, you can build constructs known as explores, each of which is a SQL view containing a specific set of data for analysis. An example might be "orders" or "customers."

Once you've selected any given explore, you can filter data based on any column available in the view, group data based on certain fields in the view (known as dimensions), calculate outputs such as sums and counts (known as measures), and pick a visualization type such as a bar chart, pie chart, map, or bubble chart.

Beyond this simple use case, Looker offers a broad universe of functionality that allows you to conduct analyses and share them with your organization. You can get started with this walkthrough in Looker's documentation.

Keeping Help Scout data up to date

At this point you've coded up a script or written a program to get the data you want and successfully moved it into your data warehouse. But how will you load new or updated data? It's not a good idea to replicate all of your data each time you have updated records. That process would be painfully slow and resource-intensive.

The key is to build your script in such a way that it can identify incremental updates to your data. Thankfully, Help Scout's API results include fields like created_At that allow you to identify records that are new since your last update (or since the newest record you've copied). Once you've taken new data into account, you can set your script up as a cron job or continuous loop to keep pulling down new data as it appears.

From Help Scout to your data warehouse: An easier solution

As mentioned earlier, the best practice for analyzing Help Scout data in Looker is to store that data inside a data warehousing platform alongside data from your other databases and third-party sources. You can find instructions for doing these extractions for leading warehouses on our sister sites Help Scout to Redshift, Help Scout to BigQuery, Help Scout to Azure SQL Data Warehouse, Help Scout to PostgreSQL, Help Scout to Panoply, and Help Scout to Snowflake.

Easier yet, however, is using a solution that does all that work for you. Products like Stitch were built to move data from Help Scout to Looker automatically. With just a few clicks, Stitch starts extracting your Help Scout data via the API, structuring it in a way that's optimized for analysis, and inserting that data into a data warehouse that can be easily accessed and analyzed by Looker.