As I and others commented on two years ago, in the "Zendesk Support for HubSpot integration" thread:
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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