Setting up the Zendesk Support for HubSpot integration

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33 Comments

  • Anil Agarwal
    1. Go to your Hubspot account and click Contacts.

    How can I link the zendesk tickets.alerts to hubspot companies (and not Contacts)

    Thank you.

    1
  • Ian Christopher B. de Jesus

    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!

    0
  • Ben Timson

    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.

    2
  • Mark Dopierala

    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!

    3
  • Jessie - Community Manager

    Hi Mark!

    It looks like the app was updated on 5/25...have you tried uninstalling and re-installing the app? 

    0
  • Ian Christopher B. de Jesus

    @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

    -1
  • Sandra Törmä

    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?

     

    0
  • Jessie - Community Manager

    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.

    0
  • Rune Alexander Rødbro

    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)

    0
  • Ian Christopher B. de Jesus

    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!

     

    0
  • Rune Alexander Rødbro

    Hi Ian

    It works now! Great :)

    Thanks

    1
  • Heather R

    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.

    0
  • Rebecca

    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! 

    0
  • Angela Garrad

    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

     

    0
  • Ian Christopher B. de Jesus

    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

    • Zendesk Name : Will Smith
    • Hubspot First Name: Will
    • Hubspot Last Name: Smith

    Incorrect

    • Zendesk Name : Ian Christopher de Jesus
    • Hubspot First Name: Ian
    • Last Name: Christopher de Jesus 

    Thanks.

    0
  • Angela Garrad

    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

     

    0
  • Tracy Wray

    Does the integration capture phone conversations by capturing phone numbers associated with incoming calls logged in ZenDesk & the phone information stored in Hubspot? Thanks!

    2
  • Riccardo Pisani
    We already use ZenDesk and we would like to buy another Zendesk instance for our Customer service agents based in different countries.
     
     
    - we are looking at the Team account (19 Euros per month per agent)
     
    Question
     
    - how should we manage the HubSpot integration with this new instance? Do we need a new integration or it is sufficient upgrading the licence
    0
  • Nicole - Community Manager

    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. 

    0
  • filip

    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:

     

    • Client error: `POST https://*************.zendesk.com/api/v2/targets.json` resulted in a `403 Forbidden` response: { "error": { "title": "Forbidden", "message": "You do not have access to this page. Please contact the account (truncated...) [details] { "error": { "title": "Forbidden", "message": "You do not have access to this page. Please contact the account owner of this help desk for further help." } }
    0
  • Ian Christopher de Jesus

    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

    0
  • veera raju

    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.

    0
  • Ian Christopher B. de Jesus

    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

    0
  • David Lavely

    I have set up the integration from Zendesk to Hubspot and it has stopped working.  Where do i begin to troubleshoot this issue?

    0
  • Claire Miller

    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.

    0
  • Julian

    Hi, Any update on getting ZD conversations to show in the company timeline as well as the contact timeline?

    thanks!

    julian

    0
  • Kyle Jones

    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.

    0
  • Andrew Chong

    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.

     

    0
  • Jenni K.

    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! 

    0
  • Andrew Chong

    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

    0

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