Connect FullStory With Help Scout to See Sessions in the Sidebar

FullStory lets you watch DVR-like video playback of a user’s session on your website. Support and product teams get unique insight into what happened before, during and after a user filed a support ticket. When a support associate sees a usability problem or a bug, they can just pass the FullStory session URL to the folks on the production team so they can easily hone in on the problem.

The FullStory app for Help Scout shows links to the user's most recent sessions right in the ticket sidebar. The links give you one-click access to playback of the user's actions when they filed a ticket. Here's an example of how it appears in Help Scout:

Activation instructions

1
Log in to FullStory, click on Settings in the left-hand sidebar, and then click on Integrations > API Keys.

2
Copy the API key listed there to your clipboard. If there isn't one, click Create key to create a new key, then click Save API Key, then copy that new key to your clipboard.

3
Head back to Help Scout, click Manage > Apps > FullStory. Click Install App. Paste your API Key in to the appropriate field and select which Inboxes you'd like to connect then click Save.

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