Finding and exporting your Help Scout data

What it holds

Help Scout stores customer conversations and their reply threads across support channels. Its Docs knowledge base is a separate collection that needs its own export route.

Where Help Scout shows the size

1. Open Reports > Email, or All Channels when chat and phone should be included.
2. Select the broadest available period and inspect Email Conversations, checking whether the plan limits historical coverage.
3. For the complete retained count, list conversations through the Inbox API with status=all and read page.totalElements.

Plan and admin role. Viewing reports requires View Reports. Exporting them additionally requires Reports: Export reporting data. Pro offers lifetime reporting; lower plans restrict history. API rate limits increase with plan.

Exporting the full history

1. Use the Inbox API to list conversations with status=all and retrieve each conversation’s threads for the actual text.
2. For a separate metadata file, use the report’s Export/Print control, choose Export and CSV or XLSX, then download through the emailed link.
3. Collect knowledge-base articles through the Docs API.

Report downloads exclude conversation text, satisfaction comments and aggregated totals; they are not a substitute for thread retrieval.

Support can provide the account owner with customer names and email addresses as CSV, but that file contains no conversation history.

You don't need to run an export to talk to us, and there's no need to clean it first — removing personal data is part of our work.