Does Jetson modify my Help Scout data?

No. Jetson has read-only access to your Help Scout account. We never create, modify, or delete conversations, tags, or any other data in your Help Scout account. The only write action we perform is registering a webhook to receive real-time notifications of new messages.

How long does Jetson retain conversation data?

Conversation data is retained for as long as your account is active. When you disconnect the integration or delete your Jetson account, all imported data is permanently deleted within 30 days.

Can I choose which mailboxes Jetson analyzes?

Yes. During setup, you select which mailboxes to connect. You can add or remove mailboxes at any time from your Jetson settings.

Is my customer data shared with third parties?

No. Your data is never shared with third parties, sold, or used for advertising. Data is only used to provide the Jetson service to your organization.

What happens if my OAuth token expires?

Jetson automatically refreshes OAuth tokens before they expire. If a refresh fails (e.g., you revoked access in Help Scout), Jetson will notify you to reconnect.

Can multiple team members connect their Help Scout accounts?

Yes. Multiple team members can connect to the same Jetson organization. Data from all connected mailboxes is shared within the organization based on role permissions.

Does Jetson work with Help Scout's Docs feature?

Yes. You can optionally connect Help Scout Docs by providing a Docs API key. This allows Jetson to understand your documentation and improve classification accuracy.

How do I report a security concern?

Please email security@usejetson.com with any security concerns. We take all reports seriously and will respond within 24 hours.

Help Scout Integration / Documentation

Help Scout Integration Documentation

Technical documentation covering data access, security practices, and setup instructions for Jetson's Help Scout integration.

Overview

Jetson integrates with Help Scout to analyze your customer support conversations and surface actionable product insights. By connecting your Help Scout account, Jetson can:

Classify conversations as bug reports, feature requests, documentation needs, or general questions
Detect patterns across conversations to identify trending issues
Create bug reports and feature requests that link directly back to the original conversations
Sync in real-time so new messages are analyzed within minutes

How It Works

Help Scout

OAuth + Webhooks

Jetson

Analysis

Insights

Setup Guide

Connect via OAuth

Click the "Connect Help Scout" button in Jetson. You'll be redirected to Help Scout's authorization page where you can review the permissions and approve the connection.

Your Help Scout credentials never leave Help Scout
Jetson receives a secure OAuth token with limited permissions
You can revoke access at any time from Help Scout settings

Select Mailboxes

After connecting, choose which Help Scout mailboxes you want Jetson to analyze. You can select one or multiple mailboxes.

Configure Documentation (Optional)

If you use Help Scout Docs, you can connect it to improve classification accuracy. Jetson will use your documentation to better understand your product areas.

Go to your Help Scout profile and navigate to Authentication → API Keys
Create a new API key with Docs permissions
Paste the key in Jetson and map your mailboxes to documentation collections

Initial Scan

Jetson imports your recent conversations and begins analysis. You'll see bug reports and feature requests appear in your dashboard as conversations are classified. A webhook is automatically configured for real-time sync of new messages.

Data Access & Usage

Data We Access

User info: ID, email, name (for account linking)
Mailboxes: ID, name, email address
Conversations: ID, subject, status, timestamps
Threads: Message content, sender info, timestamps
Docs (optional): Collections and articles for context

Data We Don't Access

Payment or billing information
Help Scout account settings or admin functions
Team member passwords or credentials
Reports or analytics data
Saved replies or workflows

How Your Data Is Used

Classification Jetson analyzes message content to categorize as bug, feature, question, etc.

Pattern Detection Multiple messages about the same issue are grouped together.

Bug & Feature Tracking Bug reports and feature requests are created with links to original conversations.

Your data is never: Shared with third parties, sold, used for advertising, or used to train models.

Security & Privacy

OAuth Security

State parameter: CSRF protection on all OAuth flows using cryptographically random state tokens
Encrypted storage: OAuth tokens are encrypted at rest in our database
Automatic refresh: Tokens are refreshed before expiration to maintain uninterrupted service
Limited scope: We only request the minimum permissions needed for the integration

Webhook Security

HMAC-SHA1 signatures: Every webhook request is signed and verified before processing
Unique secrets: Each integration has its own webhook secret for signature verification
Deduplication: Message IDs are tracked to prevent duplicate processing

Data Protection

Encryption in transit: All API communications use TLS 1.2+
Encryption at rest: Database encryption for sensitive data
Organization isolation: Data is strictly isolated between organizations
Role-based access: Team members see only what their role permits

Real-Time Sync

Jetson uses Help Scout webhooks to receive real-time notifications when new messages arrive. This ensures your dashboard stays current without manual intervention.

Webhook Events Subscribed

convo.customer.reply.created

Triggered when a customer sends a new message

convo.agent.reply.created

Triggered when a support agent sends a reply

Processing Flow

1 Webhook received with HMAC-SHA1 signature
2 Signature verified against stored webhook secret
3 Message ID checked for deduplication
4 Message processed through classification pipeline
5 Bug reports and feature requests updated or created as needed

Help Scout Sidebar App

Jetson includes a sidebar app that appears directly within Help Scout conversations. This allows support agents to see related bug reports and feature requests without leaving their workflow.

What the Sidebar Shows

Bug reports and feature requests linked to the current conversation
Classification status (bug, feature, question)
Quick links to view full details in Jetson

Security Note

Sidebar requests are authenticated using Help Scout's app signing mechanism. Each request includes a signature that Jetson verifies before returning any data.

Revoking Access

From Jetson

1 Go to Settings → Integrations
2 Find Help Scout and click "Disconnect"
3 Confirm the disconnection

From Help Scout

1 Go to Help Scout → Your Profile
2 Navigate to My Apps
3 Find Jetson and revoke access

What happens to your data?

When you disconnect, Jetson stops syncing new conversations. Previously imported data remains in your Jetson account until you delete your account. To permanently delete all data, contact support or delete your Jetson account.

Frequently Asked Questions

Need Help?

If you have questions about the Help Scout integration or need assistance, we're here to help.

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