AI ticket search for Help Scout

Where Help Scout search falls short

Help Scout does a lot of things right. Shared inboxes, collision detection, customer profiles. But when your agent searches for a past conversation, they get keyword matching. "Button not clickable" and "CTA unresponsive on mobile" describe the same problem. Help Scout search won't connect them.

Docs is Help Scout's knowledge base. It's clean and well-designed. But it requires someone to write each article, keep it updated, and organize it by category. When a new conversation arrives and the fix is sitting in a resolved conversation from last month, your agent won't find it through Docs. Nobody turned that resolution into an article.

Beacon can surface Docs articles to customers. But for agent-facing search across your conversation history, especially when screenshots are involved, Help Scout treats those attachments as opaque files.

How DeskGraph connects to Help Scout

Read-only OAuth connection. We index your conversation history, including screenshots and file attachments, and build a search layer based on meaning. No admin access. No changes to your Help Scout mailboxes or workflows. Your team keeps working in Help Scout exactly as they do now.

When a new conversation arrives, DeskGraph surfaces the most similar past conversations in a sidebar. Your agent sees how it was resolved, who handled it, and the actual resolution, not a knowledge base summary of it.

DeskGraph indexes across all your mailboxes. If you run separate mailboxes for different products or teams, similar conversations surface regardless of which mailbox they came through. Your Docs articles are indexed too, so your team gets one semantic search across both your conversation history and your knowledge base.

What your agents actually get

• "Button not clickable" matches "CTA unresponsive on mobile" because the meaning is the same
• Screenshots match visually, not by filename or alt text
• No Docs articles to write. Your resolved conversations are already the knowledge base.
• Keeps the human-first approach. Your agents still do the work. DeskGraph just makes sure they're not starting from scratch.

Frequently asked questions

Does DeskGraph replace Help Scout's Docs?

No. Docs is customer-facing knowledge. DeskGraph searches your resolved conversations so agents find past fixes without writing articles.

Does it work with multiple Help Scout mailboxes?

Yes. DeskGraph indexes across all mailboxes. Matches surface regardless of which mailbox the original conversation was in.

Will my Beacon be affected?

No. DeskGraph is agent-facing only. Beacon continues to surface Docs articles for your customers as usual.

How does it handle Help Scout's tags and custom fields?

DeskGraph matches by meaning, not metadata. Tags and custom fields aren't needed for search. The content of the conversation is what matters.