HubSpot
Convert Slack conversations into HubSpot tickets that sync all comments from Slack to HubSpot
ClearFeed has a robust integration with HubSpot that allows agents and responders to create Hubspot tickets from Slack.
Integrate HubSpot
You would need to have Super Admin access on HubSpot to authorize the integration
Head over to the integrations page -> https://web.clearfeed.app/settings/integrations.
Connect with HubSpot integration.
Follow the on-screen steps to authorize the integration as shown below.
Disconnecting HubSpot integration from ClearFeed
If you want to disconnect the current integration to the HubSpot account from ClearFeed, go to https://web.clearfeed.app/settings/integrations -> HubSpot -> click on Disconnect
.
Enable Ticketing
Go to the relevant Collection in the ClearFeed web app
Click on Settings and then choose Ticketing Settings
Choose HubSpot as the Ticketing Integration
Choose the trigger mode (Emoji/Automatic)
If it is an emoji-based creation, choose the emoji that should trigger ticket creation (the default is 🎟️ emoji).
Ask for Requestor Email: Enable this checkbox to associate a separate requestor email for tickets initiated by responders.
Note: This feature is helpful for agents filing tickets on behalf of requestors (customers or internal users). It allows them to associate the ticket with the requestor's email address instead of their own.
Click on the ⚙️ icon to open mandatory Additional Settings
Pipeline: Select the Pipeline in HubSpot to which the tickets are filed.
Ticket Status: Select the initial status of the ticket filed using ClearFeed.
Create Tickets
Create Tickets Manually (using Emoji)
Create Tickets Automatically
Create from Triage Channel
Functionalities
Replies on the Slack thread are synced to the HubSpot Ticket.
The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the HubSpot ticket.
Status changes from HubSpot are reflected on Slack.
Public comments from the triage channel are also synced back to the HubSpot ticket.
Status change updates are posted on the thread when the HubSpot ticket is moved to Solved status.
Auto-Assign HubSpot ticket to first responder in Slack: This feature lets you assign HubSpot tickets automatically. When a Slack thread is converted into a HubSpot ticket, the first Responder on the Slack thread becomes the assignee of the ticket on HubSpot.
Reach out to ClearFeed Support on Slack or via support@clearfeed.ai to enable this for your account.
Sync Settings
Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.
For all Tickets
To configure common sync settings for all new tickets - follow the steps below:
Access Sync Settings by navigating to Objects
Choose your Message Sync Mode
Select whether status updates are shared in the Status Sync Mode setting
For Individual Tickets
You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.
Only Responders can configure Sync Settings for individual tickets from the request channel in Slack
Message Sync Mode
Determines how messages are synced between Slack and HubSpot.
Only forward sync from Slack thread to HubSpot: Replies from Slack are posted on HubSpot, but comments from HubSpot are not posted back on Slack.
No sync between HubSpot and Slack thread: No comments are synced from Slack or HubSpot.
Status Sync Mode
Determine whether status updates are shared on the request channel thread on Slack or not.
Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"
Sync key status changes from HubSpot to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.
No sync of status changes from HubSpot to the Slack thread: No status updates are synced to Slack.
HubSpot Forms
Currently, only the Contact Email, Ticket description, and Ticket Name fields are supported. Please get in touch with us at support@clearfeed.ai or via Slack if you want us to add support for more fields.
Explore further to learn how to set up and work with HubSpot Ticket Forms:
Creating Tickets with Forms
Once the forms are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.
If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.
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