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. Currently, HubSpot ticket creation is supported only from Slack channels and is not available in Microsoft Teams.

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.

• When this setting is enabled, users will always be prompted to provide a requester email regardless of whether a default email is configured for Requestor Email.

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 to First Responder for ClearFeed Requests and HubSpot Tickets: This feature automatically assigns both the ClearFeed request and its linked HubSpot ticket to the first team member who responds in the Slack thread. Learn how to configure it here.

HubSpot Bidirectional Message Sync

ClearFeed supports two-way syncing of messages between HubSpot and Slack using HubSpot’s Custom Channels API.

With this feature:

• Messages sent from ClearFeed via Slack can appear inside HubSpot conversations.

• Replies made in HubSpot are automatically synced back into Slack threads.

• Customers and support teams get a single, continuous conversation, no matter which tool they use.

How It Works

For New Accounts (where HubSpot is not connected)

• When a new user connects HubSpot and HubSpot plan supports Custom Channels (Professional or higher), ClearFeed automatically:

• Creates a link with HubSpot’s Custom Channels API.

• Stores the required HubSpot Inbox ID and channel account details

• Enables bidirectional sync by default (if supported by the user’s HubSpot plan)

• If a user’s HubSpot plan does not allow Custom Channels, ClearFeed automatically falls back to the existing one-way sync.

Existing Accounts

• Older users continue to work without changes.

• To enable Custom Channels, reach out to our support team to get this configured for your account

Message Flow

From Slack to HubSpot

• New ticket conversations or replies in Slack/Teams are sent into HubSpot.

• A HubSpot conversation thread is created and linked to the ticket.

• Any attachments added will also be added in the conversation

• For users already in HubSpot (email matches), the full contact details are shown.

  • We sync the username and email from Slack to HubSpot. HubSpot then maps these details to its contacts:

  • For users not in HubSpot, only the email is displayed.

From HubSpot to Slack

• Replies made in HubSpot conversation associated with the ticket are sent back to the corresponding Slack thread

• The original request/ticket in ClearFeed is updated automatically.

• Attachments added in HubSpot will also be available as part of thread in Slack and ClearFeed request

Emoji Rules for HubSpot

ClearFeed allows you to use emoji reactions on Slack messages to assign and resolve HubSpot tickets directly from Slack — using both standard and custom emoji configurations.

Setting Up Emoji Rules

To enable and configure emoji rules:

• Open your Collection's Settings.

• Expand the Emoji Rules section.

• Enable the rules you want to use.

• Click the edit icon to customize the emoji for each action.

• To use a custom emoji, click Add Custom Emoji and select your desired emoji.

Under Apply emoji rules for, choose one of:

• External ticketing platform

• ClearFeed requests & external ticketing platform

Behavior When Emoji Rules Are Applied

Once configured, emoji reactions can trigger HubSpot ticket updates:

• Reacting with 👀 (or your chosen "Assign" emoji) will:

  • Assign the HubSpot ticket to the reacting user

  • Move the issue from To-do (or the default initial state) to In Progress

• Reacting with ✅ (or your chosen "Solved" emoji) will:

  • Move the HubSpot ticket to Closed

Who Can Trigger Emoji-Based HubSpot Actions

Who reacts with emoji	Behavior
Responder / Non-Responder	Can assign and resolve HubSpot tickets using emoji reactions, as configured.
Whitelisted Bots	Can only mark HubSpot tickets as solved via emoji. Assign emoji will not work.
Non-whitelisted Bots	Reactions will not trigger any HubSpot updates.

Notes:

• Emoji rules work only when the emojis is applied on the request from Request Channel and by one of the Responders

• Urgent Emoji is not supported for HubSpot.

Screens

When requests are turned into HubSpot tickets, details are sent back to the requester in a designated ticket message block on the request channel.

• The screens section lets you completely disable the ticket message by toggling off Screens. This would mean that whenever a HubSpot ticket is created, users will not see any confirmation message and ticket details.

• If you want to customize the title of the alert message shared with requesters in the request channel, please reach out to our Support team via Slack or email us at [email protected]

To configure the ticket message for HubSpot ticketing, follow the steps given below:

1. Head over to the Forms section on the ClearFeed web application

2. Under the ticketing drop-down, select HubSpot Ticketing.

3. Select Screens from the tabs mentioned under HubSpot Ticketing.

Fields

• Status - By default, the Status of the HubSpot ticket is always shown to the requester. This cannot be configured to be hidden.

• Title- The title of the HubSpot Ticket can be shown to the requester using this field.

• Ticket URL - Allows you to show or hide the HubSpot ticket URL to the requestor.

  • Showing the URL is advisable if you have the Customer Portal enabled for your customers.

• Form Name - Name of the Form used to create the ticket.

  • Note: Form name appears only if there is more than one form in the account.

• Fields populated by Create Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Create Form', will be displayed in the message.

• Fields populated by Edit Form - Only non-empty, non-hidden fields, marked as editable by 'All' in the 'Edit Form', will be displayed in the message.

• Priority - By default, the Priority is hidden. If enabled, the ticket block will show the HubSpot Priority on Slack.

• Assignee - By default, the Assignee is hidden. If enabled, the ticket block will show the HubSpot Assignee on Slack.

Actions

1. Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel. Check the option to display the Mark as Solved button on the ticket message block.

   Permissions: All or Responder.

   1. All - Allows access to the Mark as Solved button to both the requester and responder

   2. Responder - Only agents/responders will be able to use the Mark as Solved action to resolve tickets.

      
2. Unlink Ticket button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the Unlink Ticket button on the ticket message block.

   Permissions: All or Responder.

   1. All - Allows access to the Unlink Ticket button to both the requester and responder

   2. Responder - Only agents/responders will be able to use the Unlink Ticket action to unlink tickets.

   

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:

If your account has been configured with Custom Channels to support bi-directional sync, you will be shown an option to enable the 2 way sync between Slack and HubSpot

1. Access Sync Settings by navigating to Forms

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 HubSpot.

• 2-way sync: Replies in Slack are posted to HubSpot, and replies in HubSpot are posted back to Slack.

• 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.

• Only backward sync from HubSpot to Slack: Replies in HubSpot are posted to Slack, but Slack replies are not synced to HubSpot.

• No sync: No replies are synced between Slack and HubSpot.

Note: You’ll see options to enable the 2-way sync between Slack and HubSpot and backward sync from HubSpot to Slack only if your account uses Custom Channels for bi-directional sync.

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.

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

ClearFeed currently supports only specific HubSpot field types: Checkbox, multi select checkbox, Date, Number, Radio, Select, Text, Text Area (Multi-line text) ,and Phone Number. Additional field types will soon be supported.

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. Why are tickets filed via ClearFeed that support bi-directional sync not showing up in the HelpDesk section of HubSpot? Answer: We use a non-help desk inbox as a place for the conversation that is linked to the ticket. Conversations associated with the ticket will show up in the CRM > Inbox section and all tickets will have an associated conversation in the CRM > Inbox section

2. Why don’t I see HubSpot replies in Slack/Teams? Answer:

   • Check if your HubSpot plan supports Custom Channels (Professional or higher).

   • Ensure the integration has the conversations.custom_channel scope enabled.

3. What happens if my plan doesn’t support Custom Channels? Answer: You’ll continue using the existing one-way sync. Tickets and messages from ClearFeed still appear in HubSpot, but replies in HubSpot will not sync back.

4. Can I use multiple HubSpot inboxes? Answer: Currently, ClearFeed uses the first non-helpdesk inbox available by default.

5. Are there any scenarios when we cannot unlink a ticket/task from Slack? Answer: Yes - if the corresponding ClearFeed Request/Ticket is in a Solved or Closed state - tasks cannot be unlinked.