Setting up the Zendesk Support for HubSpot integration

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51 Comments

  • Jon F

    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

    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

    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

    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

    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

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

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  • David Gillespie
    Zendesk Product Manager

    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

    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
    Zendesk Product Manager

    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

    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
    Zendesk Product Manager

    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

    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
    Zendesk Product Manager

    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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  • Ivo Campos

    Hi 

    We've successfully integrated Hubspot and Zendesk and we are receiving the data in Hubspot of new tickets. However, we want to capture the data of the last ticket created, and seems we are only receiving the first ticket data.  Is there a way to push the last ticket information? 

    We want to create in Hubpost a list of users whose ticket was closed 20 days ago and they haven't opened a ticket afterward. 

    Thanks! 

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  • David Gillespie
    Zendesk Product Manager

    Hi Ivo Campos,

    The integration sends ticket events for ticket created, solved and CSAT submissions, and it should be sending these for all tickets as the ticket event occurs. 

    Are you able to check if you're receiving the ticket events in Hubspot?

    Thanks,

    David

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  • Ivo Campos

    Hi David Gillespie

    Thanks a lot for your answer. The tickets are received and I can see them on the contacts profiles in Hubspot. The problem is when doing the list in Hubspot, there are properties related to: 

    Ticket Created

    Ticket Solved 

    Chat Finished 

    CSTA Ticket

    So by choosing the date of the ticket solved, I am getting the first ticket received by Hubspot while I need the last ticket solved. 

    Is there any way to be able to get the list with the last ticked solved?

    Thanks! 

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  • David Gillespie
    Zendesk Product Manager

    Hi Ivo Campos,

    Yes, I understand now. Unfortunately this is an issue within Hubspot, I'd recommend reaching out to the Hubspot support folks for some assistance.

    Thanks,

    David

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  • Jon F

    As mentioned by Andrew and I two years ago earlier in this thread:

    https://support.zendesk.com/hc/en-us/articles/214247188/comments/360000989067 and https://support.zendesk.com/hc/en-us/articles/214247188/comments/360001325707

    Is Zendesk Support HubSpot Integration ever going to be able to have one more trigger added to support a "Ticket Updated" event?  It would then be able to have:

    1. Ticket Created

    2. Ticket Updated

    3. Ticket Solved

    That would be extremely helpful as HubSpot will post new activity items based on updates to the ticket, so that they are not only seen when the ticket is solved.  When talking about updates to the ticket I'm mainly only interested in having new comments that are created passed through as update events.

    A "Ticket Updated" trigger would be very helpful since as detailed two years ago prior, the Zendesk to HubSpot integration currently only supports passing "Ticket is created" and "Ticket is Solved" events through from Zendesk to HubSpot, so if there are 15 responses / comments going back and forth with a customer on an issue in Zendesk, those 15 responses do not ever get sent to HubSpot, UNTIL the Status is Solved state is reached and that trigger is utilized.  This means if there are multiple sales people looking at a customer's contact activity in HubSpot, to know how his technical issue is going, and those sales people do not have Zendesk accounts to log in to see the ticket status and comments during that time that the issue is being worked on with a customer, they ultimately won't be able to see what happened in the end until the ticket is solved which might be 2 weeks or a month later.  They can only see that a ticket was created and the details of that initial creation, and the details at the very conclusion of the solved ticket, with none of what the customer and technical support was replying back with as far as those comments until that solved status is reached.  Currently there is no good way to do this, and it has been this way since the beginning when this integration was released 4 years ago now.  It seems like it would not take too much effort to get.

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  • David Gillespie
    Zendesk Product Manager

    Hi Jon,

    Thank you for the feedback.

    Unfortunately the Hubspot integration is not in active development, and we don't have plans to develop this feature at the moment. I've noted down your feedback and added it to the the other requests for additional events to be sent to Hubspot.

    Thanks,

    David

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  • Baketball & NBA

    Hi,

    Being a beginner, I want to know is it possible to integrate Zendesk to a WordPress website. Plz guide me as a beginner. It will be great help 

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  • David Gillespie
    Zendesk Product Manager

    Hi Baketball & NBA,

    Yes, its definitely possible! We have our own integration between Wordpress and Zendesk, see this article for instructions about how to set it up.

    Thanks,

    David

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