DeskPress adds a Help Scout sidebar app showing EDD customer data -- purchases, licenses, and customer value -- and provides an enhanced support form where customers can select their product and license for faster, more targeted support.
How to Enable
- Sidebar app: Go to DeskPress > Integrations > API tab.
- Enhanced support form: Go to DeskPress > Integrations > EDD tab.
- Requires Easy Digital Downloads to be installed and active.
Part 1: Sidebar App Setup
Step 1: Copy the Callback URL
- Go to DeskPress > Integrations > API tab.
- Copy the Callback URL shown on the page.
Step 2: Create the Custom App in Help Scout
- In Help Scout, go to Manage > Apps > Custom App.
- Paste the Callback URL.
- Enter a Secret Key (use a strong, random string).
- Select which mailboxes should display the app.
- Save.
Step 3: Add the Secret Key to DeskPress
- Back in DeskPress, paste the same Secret Key.
- (Optional) Set Limit Orders By Date if you only want to show recent orders.
- Click Save.
What Your Agents See
The sidebar app displays:
- Customer profile: Name, email, company, location, WordPress role, registration date, social profiles, phone, and bio.
- EDD purchase history: Products purchased, payment dates, and amounts.
- License information: License keys, statuses, and activations.
- Customer lifetime value: Total spend across all purchases.
Part 2: Enhanced Support Form
The EDD integration adds product and license selection fields to your support form, so customers can tell you exactly which product they need help with.
Step 1: Enable the EDD Support Form
- Go to DeskPress > Integrations > EDD tab.
- Toggle Enable EDD Support Form to on.
- Click Save.
Step 2: Configure Topics
DeskPress comes with a set of default support topics. Each topic controls whether and how a product selection field appears on the form.
Default topics:
| Topic | Product Mode | Product Required? |
|---|---|---|
| Technical Support | EDD | Yes |
| License Issue | EDD | Yes |
| Bug Report | EDD | Yes |
| Feature Request | Select | No |
| Pre-Sale Question | Select | No |
| Other | None | -- |
Understanding Product Modes
Each topic uses one of three product modes:
- EDD: Shows only the products the customer has actually purchased. Selection is required. When a product is selected, the customer can also choose a specific license and site.
- Select: Shows all products from your store as a dropdown. Selection is optional. Good for pre-sale questions or feature requests.
- None: No product field is shown at all. Use this for general inquiries.
Step 3: Configure Additional Settings
| Setting | Default | Description |
|---|---|---|
| Enable EDD Support | Off | Master toggle for the entire EDD support form enhancement. |
| Auto-tag with Product | On | Automatically adds the selected product name as a tag on the Help Scout conversation. Helps with filtering and reporting. |
| Show Admin Details | Off | Shows additional administrative fields on the form. |
Settings Reference (All)
| Setting | Location | Description |
|---|---|---|
| Callback URL | API tab | The URL Help Scout calls for customer data (copy this). |
| Secret Key | API tab | Shared secret for verifying requests from Help Scout. |
| Limit Orders By Date | API tab | Optional date filter for the sidebar app. |
| Enable EDD Support | EDD tab | Master toggle for enhanced form fields. |
| Auto-tag with Product | EDD tab | Adds product name as conversation tag. |
| Show Admin Details | EDD tab | Shows extra admin fields on the form. |
| Topic Manager | EDD tab | Configure topics and their product modes. |
Tips and Common Questions
Q: Can I customize the list of topics?
Yes. You can modify topics through the Topic Manager in the EDD tab.
Q: What happens when a customer selects an EDD product?
They see additional fields for choosing a specific license key and associated site URL. This gives your support team the exact context they need.
Q: Does auto-tagging create new tags in Help Scout?
If the product name doesn't already exist as a tag in Help Scout, it will be created automatically when the conversation is submitted.
Q: The sidebar app shows too many old orders.
Use the "Limit Orders By Date" setting on the API tab to only show orders from a recent time period.
Q: Do I need both the sidebar app and the enhanced form?
No. They are independent features. You can use either one or both, depending on your needs.
Related documentation: