Help Scout

Help Scout + Onro

Help Scout keeps everything about a conversation in one place, except what’s happening with the customer’s delivery. The Help Scout + Onro integration closes that gap with a read-only panel showing the customer’s Onro orders right next to the conversation, so agents aren’t pinging ops for a status update.

Open a conversation and the panel automatically matches the customer’s most recent Onro orders by mailbox and customer. Need a specific order? Search by order code, like ORD-48213. Each order shows its status, service, and timestamps, with one-click links to the tracking page and shipment label, plus a Copy details action for pasting into a reply or internal note.

One thing worth knowing: Help Scout’s Side Panel platform can’t independently verify which mailbox is loading it, so Onro relies on the mailbox ID Help Scout hands over to look up the connection. That’s why keeping your Support API key private matters here.

Setup is a one-time thing per mailbox: create a Support API key in the Onro Admin Center, paste it into the panel, and connect. After that, every agent on that mailbox can see delivery data without asking anyone for it.

Key Benefits

• Automatically matches a Help Scout conversation to the customer’s most recent Onro orders.
• Search any order by its Onro order code when there’s no automatic match.
• See order status, service, and timestamps without leaving the conversation.
• Open the tracking page or shipment label in one click.
• Expand any order for its full details, right in the panel.
• Copy a plain-text order summary into a reply or an internal note.
• Panel refreshes automatically when you switch conversations or customers.
• Read-only access keeps support out of ops’ way.

Best Fit For

• Courier and last-mile delivery companies.
• Logistics and dispatch operations teams.
• E-commerce fulfillment providers.
• On-demand delivery services.
• Businesses handling high volumes of shipments.
• Support teams working closely with courier operations.