The HubSpot integration allows HubSpot users to receive Zendesk ticket events and chat transcripts in the HubSpot's contact timeline.
This integration is available to all HubSpot subscriptions.
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.
See this HubSpot knowledge base article for the steps to delete the Zendesk app from your Hubspot account.
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.
35 Comments
Hello,
Is it possible to recover old tickets from Zendeskl to have the historical record on Hubspot?
Hi @...,
Unfortunately this isn't possible through the existing integration but there may be another way to do this.
Are you able to give some more details about the use case?
Thanks,
David
We have Hubspot now as our main CRM, and we will be taking from now on our tickets and chats there. I was wondering if we could recover all the tickets we had on Zendesk over Hobspot to keep track of the history we already have.
Hi @...,
Unfortunately there isn't a mechanism to do a bulk historical update of ticket events from Zendesk to Hubspot within the current integration.
I've added this as a feature request for the integration.
Thanks,
David
It seems this only pushes tickets when the submitter is a contact in Hubspot. Would be great if this integration would recognize the "Requester" and push to that contact's timeline.
Can I sync Support tickets to the Company timeline or the Deal view?
Currently, you can only display tickets in the contact timeline.
Where can I upvote this as a feature? We would find this very useful for us.
This is a very bad integration between too big SaaS companies. The contacts don't even sync the First name and last name and you don't update it for 5 years.
Hi @..., @... & @...,
Thank you for your feedback on the integration.
I've captured your requests as feature requests for the product and will let you know if and when we decide to build these into the integration.
Thanks,
David
Is this integration still working?
havent seen any comment for 3 years and syncing is not working on my side
Hi,
This integration just stopped working around the time the vulnerability was announced and we need it. How can we get this integration to send tickets to Hubspot. I followed the below. Thank you.
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.
Hi Nala!
Could you please share more context with what's happening when you say syncing is not working? Yes, this integration still works as mentioned here but a Support ticket may be needed to investigate your case.
Regards,
Adrian
Are there plans for the ability to sync contact information from HS to Zendesk?
Hi Melody,
Syncing contact information isn't currently on the roadmap but it would be great to know more about your use case. What details did you want to sync and how did you want to use the data?
Cheers,
David
What is the Invocation ID on the Activity tab of the HubSpot Integration webhook?
Hello Melody, thank you for your question!
This gets to be a little technical, but the invocation ID is an identifier for the call of the webhook. It is not unique to the Hubspot Integration, meaning that all Webhook calls will have an invocation ID. The important thing here is that, if you ever see a webhook that failed, and you contact us, the invocation ID for that failed call will help us when looking through our logs to find the root cause of the problem
I hope this was helpful!
Hi,
See there is an answer for it in the FAQ.
But are there plans for sync/ show Support tickets in Company timeline?
Any known workaround?
Hi
Is it possible to create tickets in Zendesk from HubSpot?
Let's say if we have a customer support request we need to send to Zendesk.
Thanks
This integration has limited functionality but we don't have any timeline on when we can add more. If it doesn't serve your use case, we have several Third party apps in the Marketplace that you can try.
Please stop setting HubSpot lifecycle stage to "Lead" for contacts created by the integration. This interferes with lead reporting in HubSpot. Instead, use the "Subscriber" lifecycle stage or don't set one at all.
Are there any plans to sync Zendesk Ticket Objects with HubSpot Ticket Objects? I don't think Zendesk is maximizing its opportunities with this integration given Hubspot's selection of standard objects today. I would be open to discussing this with Zendesk's engineering team.
It makes way more sense for Zendesk Tickets to be created as Hubspot Tickets than as an activity at the contact level. When managing a customer account, it's too cumbersome to review each contact to see Zendesk's activities. You can't measure effectively even using custom reporting activity at the Company/Deal level. However, you could if Zendesk Tickets were created as Hubspot Tickets.
"At this time, only the user's email address is synced from Zendesk. First and last name are not synced."
Is this still the case? Our HubSpot admin would like the users' names synced as well. Is there a way to accomplish this?
This is still the case up to this day. If you have some time, I recommend that you start a post about this in our Feedback - Platform: Apps & Integrations using the Product Feedback Post Template. Our Product Managers actively monitor our feedback threads, and conversations with high user engagement ultimately get flagged by the team for roadmap planning. Thank you!
Is it possible to only add tickets opened in a specific queue? For example, I only want to add activity to a contact in HubSpot when a zendesk live chat is opened and the customer choose "Sales Department". Currently and when a live chat is initiated the customer has the option to select multiple departments. When they select "Sales Department" the ticket that is automatically opened is routed to the "Sales Chat" queue. I would like this to trigger adding the live chat or info from the ticket created by the live chat and added to the contact in Hubspot. If the contact does not exist in Hubspot, then create the contact and then add the ticket as an activity.
This works great for a different CRM that we are migrating out of to Hubspot and trying to find out if it is possible to do the same in Hubspot, rather than adding all tickets to a contact record, only tickets in the sales chat queue.
Thanks for your feedback.
At this time, unfortunately, the integration doesn't support this workflow.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
The integration consist of 3 triggers sending events via webhook to HubSpot. However, the payload can not be modified. The HubSpot integration allows HubSpot users to receive Zendesk ticket events and chat transcripts in the HubSpot's contact timeline.
If you install the integration, you can review the payload from the trigger's create to review what information will be sent to the HubSpot's contact timeline. However, this can not be modified.
Sincerely,
Our sync stopped working several months ago and now we just get a "Failed: 500 Internal Server Error" every time Zendesk tries to send an update to Hubspot. I can't find any documentation for how to troubleshoot this and resolve it. Any guidance?
Hi Jennifer Gillespie,
Really sorry to hear about this error.
There may be an issue with the connection, have you tried deleting the connection and reinstalling?
If this doesn't work, please reach out to our customer support team who'll be able to get you up and running again quickly!
Cheers,
David
David Gillespie,
Thank you for the reply. That is the step I have not done yet. I wanted to first reach out to make sure there weren't any other recommendations before giving that a try.
I noticed our Zendesk tickets were not syncing to HubSpot. While checking Zendesk's settings, I can confirm the 3 triggers were added, but I do not see a HubSpot target that was added. Presumably it would appear in Admin > Apps and integrations > Targets? Does the integration app still work with the lastest version of Zendesk?
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