Symptom
When attempting to integrate Helpscout with Aircall, users may encounter an issue where the integration is unable to find a mailbox to connect to. Additionally, the integration may appear connected but not active, and calls may not surface in Helpscout.
Cause
Several potential causes could lead to these integration issues:
- Unsuccessful Authentication between Helpscout and Aircall.
- Cache and cookies interference.
- User not having admin rights in both Aircall and Helpscout.
- API rate limit exceeded on Helpscout, causing a rate limit error.
Solution
To resolve the issues with the Helpscout integration, follow these steps:
- Ensure that Authentication is successful. If needed, re-authenticate and check that you have admin rights in both Aircall and Helpscout.
- Clear the cache and cookies in your browser before setting up the integration again.
- Follow the configuration steps provided in the official guide for Configuring Your Help Scout Integration.
- If the integration is connected but not active, ensure that the API rate limit is sufficient. If there is a rate limit error, consider reaching out to Helpscout support to increase the rate limit.
Additional Information
If you continue to experience issues, please capture a screen recording of the problem and contact Aircall Support for further assistance. You may also need to gather detailed call logs and provide this information when raising a ticket with Helpscout.
For further troubleshooting steps, refer to the Integrations Troubleshooting Guide and ensure that all required IP address ranges and ports are accessible should you experience connectivity issues.