Setting up the Zendesk Support for HubSpot integration

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43 Comments

  • Mark Dopierala
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    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!

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

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  • Anil Agarwal
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    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.

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  • 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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  • Ben Timson
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    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.

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  • Rune Alexander Rødbro
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    Hi Ian

    It works now! Great :)

    Thanks

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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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  • Angela Garrad
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    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

     

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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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  • Ian Christopher de Jesus
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    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

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  • Riccardo Pisani
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    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
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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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  • 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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  • 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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  • Jessie Schutz
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    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.

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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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  • 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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  • Sandra Törmä
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    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?

     

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  • Andrew Chong
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    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.

     

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  • filip
    Comment actions Permalink

    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." } }
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  • Nicole - Community Manager
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    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. 

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  • Heather Rommel
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    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.

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  • Jenni K.
    Comment actions Permalink

    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! 

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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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  • Kyle Jones
    Comment actions Permalink

    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.

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  • Jessie Schutz
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    Hi Mark!

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

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  • Rebecca
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    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! 

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

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  • Ian Christopher B. de Jesus
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    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!

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  • Andrew Chong
    Comment actions Permalink

    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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