Help Scout is a customer support platform used by teams to manage shared inboxes, conversations and help content. It is software in production use every minute of the working day, which shapes everything about how it can be changed. CodigoDelSur has been part of Help Scout's engineering since November 2024, embedded in its product teams and working on the modernisation of the frontend.
Help Scout's platform is what support teams have open all day, so nothing can go dark for a rewrite. The frontend had accumulated layers: a modern React application alongside a legacy Backbone.js codebase, plus roughly five sidebar applications still on jQuery and older libraries. Migrating them was a parity problem more than a rewriting one. Each had to behave identically afterwards, hold its accessibility standards, and reach production in small increments.
CodigoDelSur engineers embedded with Help Scout's own product teams. The first phase covered frontend development and maintenance across both the React application and the legacy Backbone codebase. The second migrated the sidebar applications: mapping each one's behaviour, setting parity and accessibility criteria, building the test coverage that makes an incremental rollout safe, and executing the move to React and Next.js. Stack: React, Next.js, tRPC, Backbone.js, jQuery, Java, Spring Boot.
Roughly five legacy sidebar applications were migrated from jQuery and Backbone to React, with feature parity and accessibility defined as explicit acceptance criteria rather than as a follow-up. The rollout reached production incrementally, with no service interruption for live support teams. The engagement has been running since November 2024 and is ongoing.