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

1. Head over to the integrations page -> https://web.clearfeed.app/settings/integrations.

2. Connect with HubSpot integration.

3. 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

1. Go to the relevant Collection in the ClearFeed web app

2. Click on Settings and then choose Ticketing Settings

3. Choose HubSpot as the Ticketing Integration

4. Choose the trigger mode (Emoji/Automatic)

   1. If it is an emoji-based creation, choose the emoji that should trigger ticket creation (the default is 🎟️ emoji).

5. 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.

1. Click on the ⚙️ icon to open mandatory Additional Settings

   1. Pipeline: Select the Pipeline in HubSpot to which the tickets are filed.

   2. Ticket Status: Select the initial status of the ticket filed using ClearFeed.

Create Tickets

Create Tickets Manually (using Emoji)

Using Emoji

• A conversation is initiated on the request channel

• React to the first message on the thread using the 🎟️ emoji.

• A HubSpot ticket is created for the thread.

Create Tickets Automatically

Automatic Ticket Creation

1. Every new conversation (Slack thread) that is initiated on the request channel gets converted into a HubSpot ticket automatically.

2. As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the HubSpot ticket details.

Create from Triage Channel

Creating from Triage channel

1. For any request in the triage channel, click on the More Actions button.

2. A dialog box will pop up. Select the File a Hubspot ticket option and proceed.

3. This successfully converts the request into a Hubspot ticket.

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 [e-mail] to enable this for your account.

Settings

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:

1. Access Sync Settings by navigating to Objects
2. Choose your Message Sync Mode

3. 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 Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

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 Zendesk 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 Zendesk to the Slack thread: No status updates are synced to Slack.

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

HubSpot Forms

Currently, only the Contact Email, Ticket description, and Ticket Name fields are supported. Please get in touch with us at [e-mail] 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:

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.

Creating Tickets with Forms enabled

FAQs

1. Can we sync internal notes/comments from the ticketing system to Slack and vice-versa?

Answer: No, we currently don't support syncing internal notes between HubSpot and Slack.