The HubSpot integration allows HubSpot users to receive Zendesk ticket events and chat transcripts in the HubSpot's contact timeline.
To set up the integration, you must be on the HubSpot Basic, Pro, or Enterprise plan.
This article covers the following topics:
- Functionality overview
- Installing and configuring the integration
- Deleting the integration
- Frequently asked questions
Functionality overview
The Zendesk for HubSpot integration enables you to view Zendesk ticket information in the timeline section of a customer's profile page in HubSpot.
Three types of tickets that can be displayed are:
- New tickets created
- Solved tickets
- Solved tickets with CSAT rating
The following ticket information that can be displayed include:
- Title and ticket status
- The whole ticket conversation
- Link to the ticket to Zendesk
- CSAT (Only for solved tickets with CSAT rating)
- Group and Assignee that responded to the ticket
- Tags that have been assigned to the ticket
Installing and configuring the integration
- Visit https://hubspot.zendesk-integrations.com/zendesk.
- Enter your Zendesk subdomain. For example, z3nianhelp.
- Authorize the Zendesk app.
- Allow access to the HubSpot app.
- Authorize Zendesk to use your data.
- Go to your HubSpot account and click Contacts.
- Click on any contact then click the Filter activity... dropdown button.
- Scroll down and tick the Zendesk checkbox.
Three triggers and one target are automatically created after connecting your Zendesk account to HubSpot. These ensure that the tickets are sent to your HubSpot when they are created, solved, or rated.
The following triggers are set up:
- [Hubspot Integration] - Ticket Created
- [Hubspot Integration] - Ticket Solved
- [Hubspot Integration] - Ticket CSAT Rating Submitted
The target is:
- HubSpot Integration
You can disable the triggers if you’d like to turn off the integration.
Deleting the integration
Go to https://hubspot.zendesk-integrations.com/account, enter your Zendesk subdomain and click delete.
Frequently asked questions
Can I sync Support tickets to the Company timeline or the Deal view?
Currently, you can only display tickets in the contact timeline.
I can’t set up the integration. I am redirected to an “Application Error” page.
Contact Zendesk Customer Support if you are getting this error. This error happens sporadically and we can get it back up within 24 hours.
I can’t see the tickets events in my HubSpot account.
Confirm that you reach the setup complete page for Zendesk.
Make sure you are using the latest version of HubSpot CRM. Consult with a HubSpot specialist in case you need help upgrading to the latest version.
Make sure that the Zendesk checkbox is ticked in the “Filter timeline…” drop down list.
I want to filter out tickets that will go to my HubSpot account.
Go to your Zendesk triggers and find the three triggers created, as described above. These triggers are responsible for sending ticket events to HubSpot. You can edit the conditions of the triggers to filter in/out tickets going to your HubSpot account. The actual JSON payload (ticket information) cannot be modified.
I only see the group and assignee in Solved ticket events in HubSpot
The initial version of the integration doesn’t display ticket information for solved tickets. In the meantime, click on the ticket link to view the ticket information inside Zendesk.
I would like to set up the integration for Zendesk Chat
You can add the Chat widget to your Hubspot pages so your customers can chat to your agents. This requires adding the widget script into your HTML source pages. For more information, see Adding the Chat widget to your website.
I want to modify the ticket information that appears in HubSpot
You can't customize the ticket information that appears in HubSpot.
I want to have my contacts in HubSpot appear in Zendesk
The Zendesk Support for HubSpot integration is one-way with information flowing from Zendesk to HubSpot. In order to create the users from HubSpot in Zendesk, you'll need to use the Support API. For more information, see the Support API documentation.
How are users created in HubSpot?
At this time, only the user's email address is synced from Zendesk. First and last name are not synced.
59 Comments
How can I link the zendesk tickets.alerts to hubspot companies (and not Contacts)
Thank you.
Hi Anil,
We haven't added the feature to add the ticket events in the company view. We will update you once we have started working on it.
Thanks!
Another great feature to add would be the ability to push the name information from Zendesk to Hubspot, so that instead of just the email address showing up in the name column in Hubspot Contacts (and the actual First and Last name fields in the Contact being blank), it would import the First and Last name from Zendesk when the email information to create the Hubspot Contact is sent.
The current integration between Hubspot and Zendesk needs a bit of attention to ensure clean data is being captured. The First Name, Last Name fields in Hubspot dont match the Name field in Zendesk, causing incomplete records to be created in Hubspot. Additional configurability on this integration would be most welcome!
Hi Mark!
It looks like the app was updated on 5/25...have you tried uninstalling and re-installing the app?
@Ben and @Mark
Unfortunately, Zendesk only has one name field as opposed to Hubspot that has a first name and last name field. I'm not sure if there is any discussion about adding a first name and last name field in Zendesk so until then we wont be able to create a customer in Hubspot with the first and last name field populated.
Thanks
Another integration question: we are using Hubspot forms in our web pages (e.g. request contact or an offer) and when customer fills them it sends an email to our support address which goes to Zendesk and to our Sales team. Unfortunately these tickets are difficult to read for our agents as Hubspot sends them in html format. It seems we cannot change the sending format from Hubspot.
Do you have some ideas how to integrate Hubspot and Zendesk better?
Hi Sandra!
There's a Hubspot integration in our App Marketplace that might help, if you're not already using it.
Can you go into more detail about what exactly is happening in the ticket comment that's making it hard to read? That'll help us nail down the possible culprit.
Hi
We are currently using the Hubspot integration and it works great!
Except for tickets submitted through Zendesk Widget - these tickets do not trigger the Hubspot integration and as a consequence, the information cannot be found on the contact timeline in Hubspot.
This seems like a critical oversight, as we are missing alot of information?
Is it intentional or a problem in our configuration?
(The "[Hubspot Integration] - Ticket Created" trigger is not filtering in any way)
Hi Rune,
I've tried creating a ticket through the Zendesk web widget and it went to my demo Hubspot account.
We ran to some problems lately which delayed sending of ticket information to Hubspot but we have fixed it. Can you try testing it out again?
Thanks!
Hi Ian
It works now! Great :)
Thanks
We are having trouble determining if we want to enable this integration because we mainly want to be able to "push" new users into Hubspot on a case by case basis. Is that possible? Can we have the integration look for a certain tag and then it would take the user info and push it into Hubspot?
Then we could go into Hubspot and add new users to their respective email lists?
We don't want ticket data showing, just the ability to push users from Zendesk to Hubspot.
Any help is appreciated. Thanks.
Hi Heather!
I hate to be the bearer of bad news, however at this time is it not possible to limit the Hubspot integration to only users because the JSON data sent to Hubspot via the integration is not editable. The integration works using triggers that fire and send data to Hubspot based on ticket events. You can however limit the tickets and therefore users that are sent using tags. By default, any tag added to a user or organization is automatically pushed to tickets as a ticket tag for ticket requests by users in the organization or the user itself. As a result, you can add a tag to the org or user, and then edit the Hubspot triggers to only fire when this tag is present.
If user or orgs tags were not an idea workflow in your case, you could edit the Hubspot triggers as needed adding conditions for a support email address, organization, and so on. Hope this helps!
Hi,
I've got a question on the topic raised for the email address being displayed as the customer name in Hubspot (for new users in Zendesk that don't exist yet in Hubspot). Do you have a date where this might be fixed? (the item was discussed here on June 1st 2016 by Ian Christopher B. de Jesus)
Thankyou!
Angela
Hi Angela,
While it is possible to fill up the name of the customer in Hubspot through the integration, implementing it will be heavily prone to errors.
Zendesk only has one field for the name of the customer while the Hubspot has two fields namely first and last name. This will cause possible problems if we try to split the string and send to Hubspot.
For example:
Correct
Incorrect
Thanks.
Hi Ian Christopher,
Thankyou, appreciate the quick response. We will have to try and ensure we have the customers in Hubspot first, rather than create them from Zendesk and then they are added as new in Hubspot.
Thankyou,
Angela
Does the integration capture phone conversations by capturing phone numbers associated with incoming calls logged in ZenDesk & the phone information stored in Hubspot? Thanks!
Hey Riccardo -
I checked in with our team, and they said you should just be able to set up the integration again for the second instance.
Hi there, I have a problem integrating HubSpot with ZenDesk and even when I have a "administrator" permission I end up with a message like this:
Hi Flip,
Are you testing the target inside Zendesk Support? If you are successful in setting up the integration i.e. Hubspot triggers and targets appear in your settings then you should be able to use the integration already.
Try creating a test ticket on a test user and check your Hubspot contact records to see if the integration is able to successfully send the ticket to Hubspot.
Thanks!
Ian
PM-Integrations
Hi there, i stuck with a problem. Successfully integrated the zendesk with hubspot and did some changes in zendesk triggers. Found the contatcs are creating in Hubspot which is a great relief :).
Actual problem started now, if there is a ticket in zendesk with no email then those are not appearing in hubspot which causing a problem to me. Please help, lot thanks.
Hi Veera,
We use the email address to match a Hubspot contact to a Zendesk end-user. Unfortunately, without the email, the integration won't be able to sync ticket data to Hubspot.
Thanks.
Ian
PM-Integrations
I have set up the integration from Zendesk to Hubspot and it has stopped working. Where do i begin to troubleshoot this issue?
Hi David,
I can see you have another ticket open and sitting with our team - someone should be reaching out to you there directly to assist further.
But generally speaking, I typically recommend running back through the set-up instructions and FAQs of this article to ensure everything is correctly configured for your account.
Depending on the kind of issues you're seeing it may also be beneficial to try deleting the integration and then reinstalling it.
Hi, Any update on getting ZD conversations to show in the company timeline as well as the contact timeline?
thanks!
julian
Hey Julian,
Currently I'm not showing any information regarding timelines or updates for showing conversations within the company timeline, but I believe this would be a great request over on our Product Feedback form as our Product managers review these topics to discuss possible new features and suggest workarounds, I highly encourage you to post your question over there as they might have a bit more insight.
There are only 2 real triggers. Create and Solved.
I would like that everytime the ticket is updated, it sends to Hubspot. Not just when it was created and when it is solved.
I know I cannot add or change the "content" that is sent. i.e in the message field.
Can I change the [Hubspot Integration] - Ticket Solved trigger to Ticket is Updated?
instead of Status changed to Solved.
Would this trigger a a send to Hubspot for all changes? And would the ticket content include all history? like the solved one.
OR can I create a new trigger, say [Hubspot Integration] - Ticket Updated, with the above trigger and pasting the same content in as the solved trigger.
Hi Andrew!
I did some digging here on my side, and you should be okay to edit that trigger for Ticket is Updated! The Created and Solved are the default options, but if you do edit that trigger to instead be for ticket updates that should work for your intended workflow!
Thanks Jenni. I'm changing the Status is solved to ticket is updated. Lets see if that works.
The small issue is that the message sent to Hubspot will be that the ticket is solved since the message cannot be changed.
Would it be possible in the future for the dev of this integrations to have 3 triggers? (well, minus that CSAT one)
1. Ticket is created
2. Ticket is updated
3. Status is Solved
That would be extremely helpful as Hubspot will see the activities as it is added
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