Help Scout world
A local Help Scout with mailboxes, conversations, threads, saved replies, tags and customer profiles. Test the agent that replies, adds notes and moves conversations to the right status.
MailboxesThreadsSaved RepliesNotesCustomers
- Dana LeeCannot log in after resetThe reset link says it expired.
- Kim ParkThanks, that workedAll good now, appreciate it.
- Moss & CoRefund for annual planWe downgraded on day 3, want the difference back.
- Ortiz LabsFeature questionCan we schedule reports weekly?
- Lee HoldingsDuplicate accountI have two logins, can you merge them?
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Help Scout. Seeded, local, yours to break.
Seeded records
- mailboxes
- Support and Billing
- conversations
- 35 across active, pending and closed
- customers
- 40 profiles, some with two email addresses
- saved replies
- 10, including Refund timeline and Reset password
- workflows
- 2 automatic workflows on tag refund
Agent jobs you can test
- Reply using a saved reply and set status pending
- Add a private note and assign to a teammate
- Close conversations once the customer confirms
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Close a conversation
status and the last reply threadCloses a refund request with only a private noteReply
reply thread vs. note threadPosts the internal note as a reply to the customerAssign
assignee and mailboxMoves a billing question to Support and leaves it unassignedUpdate a customer
customer emails and profileMerges two different customers with the same companyExample test
Describe the job. Review the checks before anything runs.
Work the Support mailbox. Password issues get the Reset password saved reply and status pending. Refund requests move to Billing, assigned to Sam, with a note. Close only when the customer confirms it is fixed.
- 01Dana Lee conversation has a reply thread and is pending
- 02Moss & Co conversation in Billing, assigned to Sam, still active
- 03Kim Park conversation closed
- 04No note thread visible to customers
- 05Lee Holdings profiles not merged
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
429 from the Mailbox API on the threads endpointfires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
