How it works

Follow these 2 simple steps to send new Help Scout tickets to Mixpanel as tracking events

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Conversation Created
App connector: Help Scout • Time to complete: 0 minutes (Auto-configured)
Why this matters: This trigger captures new support conversations the instant they're created, providing real-time visibility into support demand and enabling immediate analytics on contact volume, trending issues, and customer outreach patterns.

This step automatically monitors your Help Scout account for new conversations and kicks off the workflow whenever someone submits a ticket. No configuration is required - it pulls all the essential ticket details like ID, subject, status, type, tags, and creator information. The trigger passes this complete ticket data to the next step for processing into your analytics system.

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Create an Event
App connector: Mixpanel • Time to complete: 3 minutes
Why this matters: Creates a real-time analytics event in Mixpanel with comprehensive ticket properties, enabling dashboards that track support volume trends, common inquiry topics, customer contact frequency, and team workload distribution.

This step sends the ticket information to Mixpanel as a tracking event with all the key details preserved as event properties. You'll need to specify the Event Name in the template field - choose something clear like "Support Ticket Opened" or "Help Scout Ticket Created" that matches your existing event naming convention. The step automatically maps ticket properties like customer email (as distinct ID), ticket ID, subject, status, type, tags, and creation date. This creates a complete record in Mixpanel that you can use for dashboards, funnels, and customer journey analysis.

Make it your own

Customize this workflow even further:

Add mailbox or folder information
Include the Help Scout mailbox or folder name, enabling analysis of which support channels or product areas receive the most inquiries.
Track customer journey stage
Add a Help Scout customer lookup step before Mixpanel to enrich the event with customer properties like account age, subscription status, or lifetime value, helping identify which customer segments need the most support.
Filter by conversation type
Add a filter step after the trigger to only track certain conversation types (like "email" or "chat"), creating separate events for different support channels to analyze volume and performance by channel.
Send alerts for priority tickets
Add a parallel path with a filter that checks for specific tags like "urgent" or "vip" and sends Slack notifications to your support team in addition to tracking in Mixpanel, ensuring critical issues get immediate attention.

Frequently asked questions

What's the difference between this workflow and the closed ticket tracking workflow?
This workflow tracks when tickets are created (measuring incoming support demand), while the closed ticket workflow tracks when tickets are resolved (measuring support performance and resolution). Use both together for complete support funnel analytics from initial contact through resolution.
What if customers submit tickets without an email address?
The Distinct ID will be empty, which may cause Mixpanel events to fail or not associate properly with user profiles. Consider adding a filter to check if {{helpscout.createdBy.email}} exists, or use an alternative identifier like "Anonymous" combined with the ticket ID when email is unavailable.
Can I track additional Help Scout fields that aren't in the default properties?
Yes, edit the Mixpanel step to add any available Help Scout conversation fields. Common additions include assignee, priority, custom fields, or the first message preview. Make sure to use clear, consistent property names that match your Mixpanel conventions.
What is a template?
Templates are pre-made workflows by our team of experts. Instead of building a workflow from scratch, these have all the steps needed to complete the task.
Can I personalize a template?
Yes! Every step can be customized to meet your exact requirements. Additionally, you can even add more steps and make it more sophisticated.
Are templates free?
Yes! Our entire library containing hundreds of templates are free to use and customize to your exact needs.

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