Setting up the Zendesk Support for HubSpot integration

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43 Comments

  • Jon F
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    Hello, we like the Zendesk to Hubspot integration (https://www.zendesk.com/apps/support/hubspot/?source=app_directory), all but for one large negative, the add-on won't pass through a single activity entry in Hubspot for each time a ticket is updated, it only feeds to Hubspot when a ticket is created, and when a ticket is solved (the solved one does show all of the ticket activity when expanded).   The fact that it can't handle sending and displaying the single latest ticket update is the large negative in my mind with this Hubspot integration currently.  We have downloaded and integrated the latest version of the app from today 10/03/2018, to confirm it is the newest version.

    I believe that was either possibly not thought about during creation of the add-on or maybe they did not deem it necessary to include, possibly because it could create a lot of records in the Activity error of Hubspot for that contact.  As stated in the prior couple of comments to this, is it possible for us to add "[Hubspot Integration] - Ticket Solved" as another trigger and then edit that new trigger's [Message code] to contain something like how the existing message is stated:

    {"ticketId":"{{ticket.id}}","eventType":"ticketSolved"}

    to something like:

    {"ticketId":"{{ticket.id}}","eventType":"ticketUpdated"}

    I tried doing this and no matter what I try to replace the existing "ticketSolved" to in order to make it work as a ticket update, does not work, which means it wasn't coded to support that in the first place in my mind, to support replacing that variable in the message field for the new trigger.  I know that I can edit the existing "[Hubspot Integration] - Ticket Solved" trigger to make the trigger rule = Ticket is Updated, but the problem with doing that is that EVERY time the ticket is updated you get everything that occurred in the entire history of that ticket, each time the ticket is updated.  You can imagine how many records this will create inside Hubspot especially for a ticket that has had say 10-20 responses back and forth, and the ticket was open for a couple of weeks with daily responses.  Every time the trigger is used it includes all items that occurred since the beginning of time on that ticket, AND the result in Hubspot is displayed as "Zendesk Ticket #xxxxxx has been solved", when it was not actually solved it was only updated.

    The trigger does not seem to be editable as far as the message code is concerned, to change the wording to "has been updated", for what is passed through to Hubspot.

    In addition, it would be nice to have some sort of flag or variable to set in the message field so that "Internal note" based ticket responses are not sent / passed through to Hubspot.  This is a minor point as most people would want the Internal notes for tickets to be displayed in Hubspot.

    I have created a Product feedback / improvement entry for this here: https://support.zendesk.com/hc/en-us/community/posts/360004353187-Zendesk-to-Hubspot-integration-improvement-request-display-new-ticket-updates-not-just-when-a-ticket-is-created-or-solved-

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  • Gurunn
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    Hi,

    We have 3 different Hubspot accounts, one for each country, How will this with the Zendesk integration. Is it possible to connect to three different Hubspot accounts?

     

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  • Jupete Manitas
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    Hi Gurunn,

    Thanks for writing! I'm sorry to inform you that it is not possible to link up multiple HubSpot accounts to one Zendesk account as of the moment. It is a 1:1 relationship. This will be because the process for differentiating the instances quickly becomes a hairy proposition.

    Thanks!

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  • Monika Solak
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    Hi there,

     

    I was testing the integration and it seems that the tickets are not registered in the Hubspot. In the triggers though I can see that it was triggered a few times. Thanks for help!

     

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  • Anh Le
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    Hi. Is it possible to mark the contacts created automatically from Zendesk to Hubspot? Ex: I created a customer property "Contact Source" with the value "Zendesk" and then every contact created by this integration will be marked "Zendesk"?

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  • Anh Le
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    One more question, how to stop Hubspot from auto creating new contact for every new ticket from Zendesk?

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  • David Gillespie
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    Hi Anh,

    1. "Is it possible to mark the contacts created automatically from Zendesk to Hubspot?"

    Unfortunately it is not currently possible to mark contacts created automatically from Zendesk as the payload is not customisable. The payload has the ticket information but it doesn't have any tags or special fields.

    2. "How to stop Hubspot from auto creating new contact for every new ticket from Zendesk?"

    It's currently 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 sends 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.

    Thanks,

    David

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  • James Shetler
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    Hi, I am trying to set-up the Zendesk/Hubspot integration and need some help.

    #1 I would like to sync tickets with specific user groups (paid clients) with our Hubspot. How can we do that? 

    #2 How can we send "sales" Zendesk ticket inquiries to Hubspot as a lead?  

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  • David Gillespie
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    Hi James, 

    #1 I would like to sync tickets with specific user groups (paid clients) with our Hubspot. How can we do that? 

    Unfortunately our integration will send events for all user groups to Hubspot.

    #2 How can we send "sales" Zendesk ticket inquiries to Hubspot as a lead?  

    If the tickets are new and solved then they will be sent to Hubspot. You could do some manipulation on the Hubspot side to mark them as leads.

    Thanks,

    David

     
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  • James Shetler
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    Thanks, David! 

    After some more research, it looks like Q1 is possible using tags. Our paid clients are tagged in Zendesk already so I would need to add that tag to the integration. Is that correct?

    For Q2, what would that manipulation be? 

    Thanks!

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  • David Gillespie
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    Hi James,

    Q1: If the tag is on the ticket it will be passed through to Hubspot on the ticket event.

    Q2: What are you doing to a ticket to signify the ticket is coming from a lead? If its a Tag then you can filter based on the tag in Hubspot. Alternatively, if its something on any of the other fields that are passed through you should be able to kick off a workflow within Hubspot.

    Thanks,

    David

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  • James Shetler
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    I was thinking of using another tag like "sales lead" to be able to filter and view in Hubspot. Does that make sense? 

    And follow-up question to be sure we are on the same page... If I use tags, will that restrict the people that are being sent to Hubspot from Zendesk? Essentially, we only want sales leads and paid clients. 

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  • David Gillespie
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    Hi James, 

    Yes, that makes sense. 

    No, it won't restrict what events are being sent to Hubspot, we haven't built the event filters into the integration. You'd have to do the filtering within Hubspot.

    Thanks,

    David

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