By the end of this guide, your Help Scout agents will see Easy Digital Downloads customer data in the sidebar, and your support form will include product and license selection.
Prerequisites
Before you begin, make sure you have:
- DeskPress installed and connected to Help Scout
- Easy Digital Downloads (EDD) active on your WordPress site
Part 1: Sidebar App
1. Copy the Callback URL
Go to DeskPress > Integrations > API tab. Copy the Callback URL displayed on the page.
2. Create a Custom App in Help Scout
Log in to Help Scout as an admin. Go to Manage > Apps > Custom App > Create.
3. Configure the app
- Paste the Callback URL from DeskPress
- Enter a Secret Key -- any long, random string
4. Save in Help Scout
Click Save to create the custom app.
5. Add the Secret Key to DeskPress
Back in DeskPress, paste the same Secret Key you used in Help Scout.
6. Set order date limits (optional)
Use the Limit Orders By Date option to show only recent orders in the sidebar (e.g., last 12 months). This keeps the sidebar clean for customers with long purchase histories.
7. Save settings
Click Save in DeskPress.
Part 2: Enhanced Support Form
1. Open the EDD tab
Go to DeskPress > Integrations > EDD tab.
2. Enable the EDD Support Form
Toggle Enable EDD Support Form on.
3. Configure topics
Use the Topic Manager to set up your support topics. Each topic has a name and a product mode:
- EDD mode -- Shows only products the customer has purchased (selection is required). Also displays license key and site selection fields.
- Select mode -- Shows all products in a dropdown (selection is optional).
- None -- No product field is shown for this topic.
4. Enable auto-tagging (optional)
Toggle Auto-tag with Product if you want the selected product name to be added as a tag on the Help Scout conversation. This makes it easy to filter and report by product.
5. Save settings
Click Save to apply your form configuration.
Verification
- Sidebar: Open a conversation in Help Scout. The right sidebar should display the customer's EDD data, including purchase history, license keys, and customer value.
- Support form: Visit your support portal or form page. The topic dropdown should appear. When you select an EDD-mode topic, the product and license selection fields should show up.