Setting up the Zendesk Support for HubSpot integration

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22 Comments

  • Andrea B

    Hello, 

    Is it possible to recover old tickets from Zendeskl to have the historical record on Hubspot? 

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  • David Gillespie
    Zendesk Product Manager

    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

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  • Andrea B

    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. 

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  • David Gillespie
    Zendesk Product Manager

    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

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  • Taylor Wilson

    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.

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  • Firstbeat Technologies Oy

    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.

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  • Anh Le

    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.

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  • David Gillespie
    Zendesk Product Manager

    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

    1
  • Shachar Heymann

    Is this integration still working?

    havent seen any comment for 3 years and syncing is not working on my side 

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  • Ronen Isaac

    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. 

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  • Adrian Joseph Magboo
    Zendesk Employee

    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

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  • Ad Astra

    Are there plans for the ability to sync contact information from HS to Zendesk? 

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  • David Gillespie
    Zendesk Product Manager

    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

    1
  • Ad Astra

    What is the Invocation ID on the Activity tab of the HubSpot Integration webhook?  

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  • Beto
    Zendesk Customer Care

    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!

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  • Jan Helge Hagland

    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?

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  • Silvana Andrade

    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

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  • Dane
    Zendesk Engineering
    Hi Jan and Silvana,
     
    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.
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  • Corbin Bohne

    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. 

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  • Avery Tritch

    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. 

     

    1
  • John Wells

    "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?

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  • Christine Felicia
    Zendesk Engineering
    Hi John,

    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!
    0

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