Help Scout organizes support around mailboxes and conversations. cStar maps these to tickets with full thread history.

Export from Help Scout

  • Reports > Export: CSV of conversation metadata.
  • Mailbox API: full conversation data with threads (JSON). Recommended. API export includes thread content that CSV exports miss.

Field Mappings

Help Scout cStar
subject Title
preview / first thread Description
status Status (translated)
mailboxId Source reference
assignee Assigned Agent
tags Tags
primaryCustomer.email Customer email
primaryCustomer.first Customer name (first name)
threads Message history

Note: Help Scout customer data is nested under primaryCustomer. Map both primaryCustomer.email and primaryCustomer.first (and optionally primaryCustomer.last) during the field-mapping step.

Thread Import

Each thread entry becomes a message:

  • body as content (HTML sanitized)
  • type of "customer" becomes a customer message; other types become agent messages
  • createdBy as sender
  • createdAt as timestamp

Status Translation

Help Scout cStar
active open
open open
pending pending
closed resolved
spam closed

Note on Knowledge Base

Help Scout doesn't export knowledge base articles through its standard export. Use their Docs API to get article content, then import that separately.

Upload your exports at Settings → Team → Import.