The HubSpot integration allows HubSpot users to receive Zendesk ticket events and chat transcripts in the HubSpot's contact timeline.
To set up the integration, you must meet the following requirements:
- Be on the Zendesk Team, Professional, or Enterprise plan
- Be on the HubSpot Basic, Pro, or Enterprise plan
This article covers the following topics:
- Functionality overview
- Installing and configuring the integration
- Deleting the integration
- Frequently asked questions
Functionality overview
The Zendesk for HubSpot integration enables you to view Zendesk ticket information in the timeline section of a customer's profile page in HubSpot.
Three types of tickets that can be displayed are:
- New tickets created
- Solved tickets
- Solved tickets with CSAT rating
The following ticket information that can be displayed include:
- Title and ticket status
- The whole ticket conversation
- Link to the ticket to Zendesk
- CSAT (Only for solved tickets with CSAT rating)
- Group and Assignee that responded to the ticket
- Tags that have been assigned to the ticket
Installing and configuring the integration
- Visit https://hubspot.zendesk-integrations.com/zendesk.
- Enter your Zendesk subdomain. For example, z3nianhelp.
- Authorize the Zendesk app.
- Allow access to the HubSpot app.
- Authorize Zendesk to use your data.
- Go to your HubSpot account and click Contacts.
- Click on any contact then click the Filter activity... dropdown button.
- Scroll down and tick the Zendesk checkbox.
Three triggers and one target are automatically created after connecting your Zendesk account to HubSpot. These ensure that the tickets are sent to your HubSpot when they are created, solved, or rated.
The following triggers are set up:
- [Hubspot Integration] - Ticket Created
- [Hubspot Integration] - Ticket Solved
- [Hubspot Integration] - Ticket CSAT Rating Submitted
The target is:
- HubSpot Integration
You can disable the triggers if you’d like to turn off the integration.
Deleting the integration
Go to https://hubspot.zendesk-integrations.com/account, enter your Zendesk subdomain and click delete.
Frequently asked questions
Can I sync Support tickets to the Company timeline or the Deal view?
Currently, you can only display tickets in the contact timeline.
I can’t set up the integration. I am redirected to an “Application Error” page.
Contact Zendesk Customer Support if you are getting this error. This error happens sporadically and we can get it back up within 24 hours.
I can’t see the tickets events in my HubSpot account.
Confirm that you reach the setup complete page for Zendesk.
Make sure you are using the latest version of HubSpot CRM. Consult with a HubSpot specialist in case you need help upgrading to the latest version.
Make sure that the Zendesk checkbox is ticked in the “Filter timeline…” drop down list.
I want to filter out tickets that will go to my HubSpot account.
Go to your Zendesk triggers and find the three triggers created, as described above. These triggers are responsible for sending ticket events to HubSpot. You can edit the conditions of the triggers to filter in/out tickets going to your HubSpot account. The actual JSON payload (ticket information) cannot be modified.
I only see the group and assignee in Solved ticket events in HubSpot
The initial version of the integration doesn’t display ticket information for solved tickets. In the meantime, click on the ticket link to view the ticket information inside Zendesk.
I would like to set up the integration for Zendesk Chat
You can add the Chat widget to your Hubspot pages so your customers can chat to your agents. This requires adding the widget script into your HTML source pages. For more information, see Adding the Chat widget to your website.
I want to modify the ticket information that appears in HubSpot
You can't customize the ticket information that appears in HubSpot.
I want to have my contacts in HubSpot appear in Zendesk
The Zendesk Support for HubSpot integration is one-way with information flowing from Zendesk to HubSpot. In order to create the users from HubSpot in Zendesk, you'll need to use the Support API. For more information, see the Support API documentation.
How are users created in HubSpot?
At this time, only the user's email address is synced from Zendesk. First and last name are not synced.
49 Comments
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-
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?
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!
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!
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"?
One more question, how to stop Hubspot from auto creating new contact for every new ticket from Zendesk?
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
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?
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
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!
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
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.
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
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!
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
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!
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
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.
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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