Setting up the Zendesk Support for HubSpot integration Follow

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17 comments

  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    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.

  • Avatar
    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!

  • Avatar
    Jessie Schutz

    Hi Mark!

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

  • Avatar
    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

  • Avatar
    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?

     

  • Avatar
    Jessie Schutz

    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.

  • Avatar
    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)

  • Avatar
    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!

     

  • Avatar
    Rune Alexander Rødbro

    Hi Ian

    It works now! Great :)

    Thanks

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    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.

  • Avatar
    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! 

  • Avatar
    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

     

  • Avatar
    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.

  • Avatar
    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

     

  • Avatar
    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!

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