Release Notes

September 2025

We have changed our connection re-sync strategy. During a re-import, we no longer delete historical records for tables with a retention period at the source because we won't be able to retrieve the older records.

This change applies to the following tables:

• DOC_REPORT_FAILED_SEARCH
• DOC_REPORT_POPULAR_SEARCH
• DOC_REPORT_TOP_ARTICLE
• DOC_REPORT_TOP_CATEGORY
• DOC_REPORT

We are gradually rolling out this improvement to all connections.

August 2025

We have made the following changes for connections set up before June 26, 2024:

• Renamed the order column of the MAILBOX_WORKFLOW_HISTORY table to orders
• Renamed the rating_comments column of the HAPPINESS_RATING table to rating_comment

We have made the following changes to the Schema tab for connections set up before June 26, 2024:

• We display all table names in lowercase
• We display all the tables, including the empty tables
• We no longer support table-level selection or deselection

June 2025

December 2020

We have expanded the public API endpoints Create a connection and Update a connection. Now you can authorize the following connectors by adding the auth section to payloads:

• AdRoll
• Facebook Pages
• Front
• Google Ad Manager
• Help Scout
• LinkedIn Ad Analytics
• Optimizely
• Pipedrive
• SurveyMonkey
• Zendesk Chat
• Zendesk Support

April 2020

You can now configure your Help Scout connector using the Fivetran REST API. This feature is in BETA and is available only for Standard and Enterprise accounts.

November 2019

We now store all conversation events that occur between our data syncs. Previously, each sync only fetched the latest event for each conversation.

We do not receive the customerWaitingSince object from webhooks. All CONVERSATION_HISTORY records synced via webhooks will not have the following fields:

• customer_waiting_since_time
• customer_waiting_since_friendly
• customer_waiting_since_latest_reply_from

The Help Scout connector now supports priority-first sync. Priority-first syncs fetch your most recent data first so that it's quickly ready for you to use. Help Scout's priority-first syncs fetch the most recent 15 days' worth of data from the CUSTOMER_HISTORY and CONVERSATION_HISTORY tables and their child tables.

To learn more, see our priority-first sync documentation.

June 2019

Version 1.0 of the Help Scout API is now deprecated. Version 2.0 of the Help Scout API has caused major changes in the schema. The new schema contains the following tables:

• USER_HISTORY
• MAILBOX_HISTORY
• MAILBOX_FOLDER_HISTORY
• MAILBOX_WORKFLOW_HISTORY
• TAG_HISTORY
• CONVERSATION_HISTORY
• CONVERSATION_TAG_HISTORY
• CONVERSATION_THREAD_HISTORY
• CONVERSATION_THREAD_BCC_HISTORY
• CONVERSATION_THREAD_CC_HISTORY
• CONVERSATION_THREAD_TO_HISTORY
• CONVERSATION_THREAD_ATTACHMENT_HISTORY
• CUSTOMER_HISTORY
• CUSTOMER_SOCIAL_PROFILE_HISTORY
• CUSTOMER_EMAIL_HISTORY
• CUSTOMER_PHONE_HISTORY
• CUSTOMER_CHAT_HISTORY
• CUSTOMER_WEBSITE_HISTORY
• HAPPINESS_RATING

Except the HAPPINESS_RATING table, all tables have become history tables and have the word HISTORY appended to indicate that.

Each history table has an updated_at field which is a part of the primary key. When a record is updated, its updated_at changes, and so does its primary key. Thus, the older record remains preserved as history.

We have temporarily removed two tables. Help Scout didn't include an endpoint for these two tables in version 2.0 of their API. Once they add the endpoint, we will sync these two tables again:

• TEAM
• TEAM_USER

November 2018

We have increased the Help Scout API rate limit, allowing us to easily retry our API connections when failures occur.

July 2018

In the CONVERSATION table, the custom field type dropdown now contains the label value.

April 2018

You can now view the list of your tables that are available for sync in your Fivetran dashboard.