Help Scout - mehull

Help Scout is used by Customer Success to manage customer support tickets and customer-facing documentation.

We have a development environment for Help Scout.  This is not a true sandbox, but separate sections created within the production instance that are not visible to customers.

There is a development document site at www  This can be used to test the documentation API or changes to the template for documentation pages.  Note that this page is visible on the public internet, although it contains instructions to search engines to avoid indexing it and it is not linked from anywhere.

A shared developer login to Help Scout exists.  We have to pay per account, so we cannot issue individual accounts to developers.  This is a production account, but this account has no administrative access, or access to HIPAA-protected data, so a shared login can be used.  It has access only to development instances of resources, but due to limitations of Help Scout it also has access to edit the production documentation, so the login should still be protected as a company secret.  The login requires 2FA, so in addition to the shared password any user will need to set up their 2FA app using the seed below.  This must be done due to a company-wide requirement to use 2FA.  The 2FA recovery number is one of our Twilio numbers, so if we ever need to use that number anyone with Twilio access can log in and view the recovery codes in the Twilio logs.....