What the ConnectWise + HubSpot integration doesn't sync (and what to do instead)

SyncSmart keeps your companies, contacts and deals in step between ConnectWise and HubSpot. A few things fall outside what the integration handles, though. This article covers what doesn't sync, the workaround we recommend for each, and some settings that look like limitations but aren't.

Share this with your sales, customer success and delivery teams so they know which system to use for these tasks.

Deletions don't sync

When you delete a record in one system, the integration doesn't delete the matching record in the other. The copy that's left stays there until someone removes it by hand, and over time these orphaned records build up.

What we recommend: don't delete records directly. Flag them with an archive property instead.

1. Create an Is Archived property in both systems and map it in SyncSmart so it syncs.

2. When a record is no longer active, set Is Archived to true rather than deleting it.

3. Use a workflow in each system (HubSpot workflows, ConnectWise automation) to remove archived records from your active lists, views and reports.

4. If you want the records gone, filter on Is Archived = true in each system and delete them together in one batch.

Your inactive records stay out of the way, and you decide when anything is actually deleted.

One caution: if your inclusion lists or filters leave out archived records, check that the archive flag reaches the other system before the record drops out of the sync. Otherwise the update never gets across.

File attachments don't sync

Files attached to a deal in HubSpot or an opportunity in ConnectWise stay in the system they were uploaded to.

What we recommend: decide which system holds the files for each process and upload them there. For example, if sales engineers scope deals in ConnectWise, upload scoping documents to the ConnectWise opportunity when you hand off, even if the deal started in HubSpot.

HubSpot tickets and ConnectWise service tickets aren't supported

The integration doesn't currently sync the HubSpot Tickets object with ConnectWise service tickets, so service and support processes need to run outside the sync for now.

Ticket sync is on our roadmap. We'll update this article when it's available.

Common mix-ups

These look like limitations, but they're working as designed.

Deals and companies that start in ConnectWise can drop out of your HubSpot lists.
If your HubSpot inclusion lists filter on things like deal stage, records created in ConnectWise may not meet those filters and will stop syncing. Add an OR filter group to each inclusion list for ConnectWise Rec ID is known, so anything that came from ConnectWise stays in sync.

Imports from other sources can create duplicates.
Once a HubSpot record and a ConnectWise record are linked, the link holds. Records brought into HubSpot from elsewhere, such as ZoomInfo or a CSV import, have no ConnectWise Rec ID, so they sync over as new records. Deduplicate against your existing records before importing.

Clearing the ConnectWise Rec ID doesn't stop a record syncing.
Setting the ConnectWise Rec ID to 0 in HubSpot breaks the link between the two records. The HubSpot record will still sync, but it creates a new record in ConnectWise. You'll rarely need this. To stop a record syncing, remove it from your HubSpot inclusion list; for records coming from ConnectWise, change the sync settings in SyncSmart.

Need something that isn't listed here?

If your team needs a feature the integration doesn't support, or you think you've found a gap, contact our support team. Feature requests help us decide what to build next.