FAQs - Hubspot Integration

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 Zendesk. This is then used to map and show the relevant user in Zendesk.

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)

What happens if a ticket is raised on behalf of a user that does not exist on Zendesk?

In this scenario, Thena will automatically create a new user in 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 Zendesk. 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. This can, however, be configured to send a one time dump of notes to the customer channel (to be used as a summary).