Connect Mixpanel With Help Scout for Advanced Analytics

Mixpanel is an advanced analytics platform that enables web and mobile applications to measure any action, connect each action to a real person and leverage the data to provide customers with a better experience. If you have a question about your users, Mixpanel can give you an answer.    

Help Scout's Mixpanel App brings that data into the customer sidebar. A brief overview of the Mixpanel profile shows in a conversation sidebar when you install this app, along with a link to the profile in full and up to 10 recent actions they took on your website or in your app. This information instantly makes your support team more efficient and able to provide outstanding service. Here's a snapshot of what it will look like in Help Scout:

In addition, the app can also track Help Scout customer email activity as events in Mixpanel. The integration will log when a customer starts a new conversation or replies to an existing conversation, as well as when your team replies to the customer or closes a conversation with that customer. 

Activation instructions 

1
Log in to your Mixpanel account, click the gear icon, then click on your profile name. 
2

Click Projects in the left navigation menu. Find the Project you want to use with Help Scout. From this screen you'll need the Token, API Key, API Secret, and the number at the end of the Access URL. (Don't worry, the keys you see in the image below are not real!) 

3

Head over to Help Scout and install the Mixpanel app. Paste in your API Key, API Secret and Token, followed by your Project ID, which is the number at the end of the Access URL. Select your privacy options, which customer events you'd like the app to track, and the mailboxes you'd like to connect. Click Save at the bottom of the screen to save your settings. 

Managing customer creation

Help Scout's Mixpanel integration uses the customer's email address as the distinct_id when sending events.

  • If you are creating your own users in Mixpanel via some other process:
    You should use the customer's email address as the distinct_id. This approach will ensure that both your own process and the Mixpanel integration will be using the same value for the distinct_id and that no duplicates will be created.
  • If you are recording events before you have access to a customer's email address:
    You can initially use the random distinct_id supplied by the Mixpanel client. Once the email address is available to you, you can issue an alias command from within your own process to link the random distinct_id to the email address. Your process may then begin using the email address as the distinct_id. This will preserve the customer's history while continuing to keep both processes in sync.
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