How it works

Follow these 3 simple steps to start tracking closed Help Scout tickets as events in Mixpanel for customer support analytics

help scout logo icon

Conversation Status Changed
App connector: Help Scout • Time to complete: 0 minutes (Auto-configured)
Why this matters: This trigger monitors all status changes in your Help Scout conversations and kicks off the workflow whenever any ticket status gets updated, ensuring you capture every status transition.

This step automatically monitors your Help Scout account for any conversation status changes, whether tickets are opened, closed, pending, or moved between different statuses. The trigger captures comprehensive ticket details including customer information, ticket content, timestamps, and assigned team members. No configuration is needed - once you connect your Help Scout account, this trigger will monitor all conversations across your entire Help Scout workspace. When any status change occurs, it passes the complete ticket data to the next step for filtering.

Filter
App connector: Filter • Time to complete: 0 minutes (Auto-configured)
Why this matters: This filter ensures only closed tickets generate Mixpanel events, preventing duplicate tracking and focusing your analytics on completed customer interactions rather than every status change.

The filter step examines each ticket's status and only allows tickets with a "closed" status to proceed to Mixpanel tracking. This prevents the workflow from creating events for tickets that are opened, pending, or in any other status besides closed. The filter compares the incoming ticket status against the exact value "closed" using an equals comparison. If the ticket status doesn't match "closed", the workflow stops here and no Mixpanel event gets created.

Mixpanel logo icon

Create an Event
App connector: Mixpanel • Time to complete: 2 minutes
Why this matters: This action sends the filtered ticket data to Mixpanel as a structured event, creating trackable analytics records that help you measure support team performance and customer satisfaction trends.

This step creates a new event in your Mixpanel project containing all the relevant ticket details as event properties. You'll need to configure the "Event Name" field to specify what this tracking event should be called in Mixpanel (for example, "Support Ticket Closed" or "Customer Issue Resolved"). The step automatically maps ticket information like customer email, ticket ID, subject line, tags, creation date, and closure details into Mixpanel event properties. Your Mixpanel project ID gets configured during the initial setup, and the system uses the customer's email address as the distinct ID for user tracking.

Make it your own

Customize this workflow even further:

Add ticket priority tracking
Include Help Scout priority levels (low, normal, high, urgent) as event properties to analyze which types of issues take longest to resolve and identify support bottlenecks.
Create follow-up campaigns based on ticket tags
Use ticket tags to trigger automated email sequences in your marketing platform, sending satisfaction surveys to customers who had billing issues or product tutorials to those with setup questions.
Build custom support dashboards
Connect the Mixpanel events to visualization tools to create real-time dashboards showing ticket resolution times, peak support hours, and team performance metrics.
Deploy AI for ticket categorization
Add an AI agent step before Mixpanel to automatically categorize ticket subjects and content, creating consistent tagging that improves your support analytics and helps identify common customer pain points.

Frequently asked questions

Will this track every status change or only when tickets are closed?
Only closed tickets create Mixpanel events. The Filter step specifically blocks all other status changes (like "open" or "pending") from reaching Mixpanel, so you won't get duplicate events every time a ticket status updates during its lifecycle.
Can I track tickets from specific Help Scout mailboxes separately?
Yes, Help Scout conversation data includes mailbox information. You can modify the Filter step to include mailbox conditions, or add mailbox details as an event property in Mixpanel to segment your analytics by different support channels or product lines.
What happens if my Mixpanel project ID changes or I want to send events to a different project?
You'll need to update the project ID in the Mixpanel step configuration. The workflow will start sending new events to the updated project immediately, but historical events will remain in the original project and won't transfer automatically.
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.

Related templates you'll love

Recommended workflows that pair well with this template

Ready to start tracking closed Help Scout tickets as events in Mixpanel for customer support analytics?

Join thousands who've automated their work and saved an average of 3.5 hours every week.

Start with this template — It's free
7-day free trial • 4 min setup • Cancel anytime