Ticket Importer (HelpScout Doesn’t Work)

Hi @comountainman,

First, check that you have the latest version of the importer: 1.6.0. Secondly, please check the steps carefully, spechally step 3, where the system will give you a URL to add it to the redirection URL app in Help Scout:

1. Enter the App ID, App Secret first.
2. Then click on the “Save” button.
3. Copy this url “YOUR URL” to Redirection URL App.
4. Then click on the “Get Authorize” button.
5. Enter the API Token from Get Authorize page.
6. Then click on the “Get Mailboxes” button.`

Thanks.

I have followed the instructions exactaly. I am able to execute the “Get Authorize” from HelpScout. I am not able to continue past this point. The button on WordPress is dead. It is non-clickable. This is some kind of an issue with your plugin.

I could not proceed further than the point described above. I even asked my DevOps to have a look and he also said the function is broken.

Please advise what further steps I can take to get this plugin to work…

After I add the API Token from HelpScout, then click on Get HelpScout Mailboxes… I am presented with the error below…

An error occurred during the import process.

Help Scout could not authenticate your request. Check your credentials above. [Error Code: 401]

I am not getting the following PHP Error when I try to import

Undefined property: stdClass::$status

Please advise

Hi @comountainman,

I will send this information to the developers to further investigate. You can also share us the screenshots of where the issues are shown, or a video (hiding sensitive data) and also sharing us the debug.log error messages.

Thanks.

Hi again,

It could also help if you share us the estimate amount of tickets, date range and additional information you feel it might help this investigation.

Thanks!

I do not have access to the error log. It should be very apparent when your developers try to import from HelpScout that it is broken.

I cannot offer a screenshot as it will show our company branding on it. Just make an attempt to import a ticket from HelpScout. Any ticket. It can be as many as just one… You should see the same error.

This issue appears to be isolated to helpScout only and not ZenDesk. I was able to create a test account on ZenDesk and was able to import sample tickets.

I am trying to import approx 1,200 tickets spanning from January 1, 2018, through June 15, 2021.

Hi @comountainman,

Yes, we launched an update to the Helpscout importer few weeks ago and I personally tested and worked, but I am not able to replicate the issue. This is why I sent this to the developers and will let you know as soon as there are findings.

Thanks.

In our HelpScout, we did have custom fields setup. Could it be possible this error is occurring because the importer sees those custom fields and does not know what to do with them?

We no longer need the custom fields. So it would be fine if WPAS just disposed of them.

Hi @comountainman,

The developer checked the issue and confirms this issue may be because the token has expired. Please get a new token.

Let me know your results.

@yeisonbp I have tried getting a new token numerous times. It does not seem to make any difference. I continue to get that error message.

@yeisonbp the error is happening because the tickets I am trying to import contain “custom fields” from HelpScout. I was able to create a test mailbox in helpscout and I created a new ticket and was able to import that ticket with no issues.

It appears that your importer plugin does not know what to do with custom fields that are part of a ticket in helpscout? In my setup the custom fields are useless and I would like to drop them entirely. I believe that you need to modify your plugin to either drop the custom fields from help scout or allow the user to select what should be done with custom fields that are part of tickets in help scout.

Can you please provide me with some type of a code modification that will allow me to simply drop any custom fields that may be associated with any tickets that are in HelpScout?

Hi @comountainman,

I reported this to the developer to further investigate. Any other finding you have are really appretiated.

Best Regards.

Hi @comountainman,

The development team tried to replicate the issue with custom fields and it was possible to import tickets properly (and custom fields not imported). You could share us a video hiding sensitive data to see the issue and send it to the developers.

Thanks.

Hi @comountainman,

Let me know if the issue continues and if so, send us a video of the issue hiding sensitive data.

Best Regards.