Overview

Hubspot tickets is popular as a ticketing system, especially for organisations that have Hubspot as a CRM. From the basic bi-directional flows, to more advanced settings that unify customer experience and relevant data, you can set up the integration to your requirement.

📘

The current Hubspot Integration does not allow messages from Hubspot to come back to Slack. Do reach out to us if this feature is important to you.

Get Started

To integrate your Hubspot instance, simply go to this link, and

1. Click on the 'Add Integration' button next to Hubspot.
2. Click on the 'Connect with Hubspot' button
3. Next, select the account and allow Thena to get the relevant accesses that will help it in automating your workflows and creating a seamless experience for both your customer and your support agent.

🎊 Congratulations - Hubspot Integration is now complete 🎊

Features

Thena allows you to setup your Hubspot integration basis your support processes and preferences. Simply go to the Thena webapp Integrations page and click on 'View Integration' under the Hubspot card.

Account Configuration

Each channel should be mapped to a specific company in Hubspot. This ensures that your existing support processes, reporting and analytics are not impacted. Simply select the relevant account name in Hubspot to the individual channel in Slack. When mapped, the account and channel combination will be visible in the 'Mapped Channels' dropdown.

Assignee Sync

Bi-Directional sync of Assignee's is supported. Customers use this to change a Hubspot assignee from within Slack.

Custom Fields

Custom Fields are support during ticket creation and ticket closure from within Slack. This can be configured in the backend (the configuration is not exposed to users directly)

Relevant Videos

FAQ

Is Thena's integration with Hubspot safe?

Yes, Hubspot has approved the Thena integration. We use O-Auth to connect to Hubspot.

Why does the 'Requested By' dropdown show up when I am creating a ticket

In a private channel, we do not pull the user data to cater to privacy. That is why, you are asked to explicitly add the requestor in order to send it to Hubspot. This is then used to map and show the relevant user in Hubspot.

Why are some of my customer requests showing up as requested by the Hubspot admin?

Each Slack workspace has the ability to choose whether or not to display a member's email address. If the workspace has set this to No one, then Slack does not provide the email address of your customers through its API (image below)

The email is critical for our Hubspot integration to work. This is because we sync contacts between Slack and Hubspot using the email object. If the email id is not provided by Slack, Thena will automatically assign it to the Hubspot admin that setup the Thena integration.

Why are responses by my agent from Hubspot showing up as they are sent as Thena on Slack?

Thena whitelables the responses with the agent name and profile picture. If your agent's response is being delivered on Slack with the Thena icon and name, one of the following is the root cause:

• Agent user does NOT exists on Slack
• Agent has a different email on Slack vs that on Hubspot (case sensitive)

Why does the 'Requested By' dropdown show up when I am creating a ticket

In a private channel, we do not pull the user data to cater to privacy. That is why, you are asked to explicitly add the requestor in order to send it to Hubspot. This is then used to map and show the relevant user in Hubspot.

Am I able to track the ticketing volume from Thena/Slack in Hubspot?

Yes, you can enable what's known as a default tag to send to Hubspot. This can be something like thenaSlackRequest. All requests that originate from Slack will have the default tag applied. To request default tagging, please reach out to the Thena team.

Will Internal notes in Hubspot be visible on Slack?

No - Internal notes are viewed as collaboration within the Support team. As a result, we do not show the internal notes to the customer.