HubSpot

ClearFeed has a robust integration with HubSpot that allows agents and responders to create HubSpot tickets from Slack.

Integrate HubSpot

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.

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)

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 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

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 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

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

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.

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.