TABLE OF CONTENTS
- How do I create tickets in Zendesk within HubSpot?
- What do the fields inside the 'Create Zendesk Ticket' Action mean and where are they in Zendesk?
- What are the default field mappings?
- I need to sync custom fields. How do I do this?
- How often does the ongoing sync run?
- Can the integration automatically fill in ticket form fields with data in HubSpot?
How do I create tickets in Zendesk within HubSpot?
Once you have the Zendesk app installed, we create a HubSpot workflow action in your HubSpot portal that creates Zendesk tickets. Let's go through the steps for creating a 'Customer Support Form' and a new 'Create Zendesk Ticket Workflow' to see how it will create tickets in Zendesk.
To start utilizing the Zendesk ticketing function within your HubSpot account, you will need to create a workflow action in your Hubspot portal that creates Zendesk tickets.
Let's walk through creating the Form that you will use to connect your new workflow to. Go to the 'Marketing' tab and click on 'Lead Capture' and then click on 'Forms'. This will take you to the Forms page where you can click on the 'Create form' tab.
After you choose the desired form template and have created your new form to be used with Zendesk ticketing in your workflow, make sure to give the form a name and click on the 'Update' button. You will want your form to save to contact properties, since we'll be creating a contact-based workflow in the next step. A good starting point would be to create a form with the following required fields:
- First name
- Last name
- A subject line for the request (created as a new single-line text property for contacts)
- "What can we help you with?" (created as a new multi-line text property for contacts)
Next, we'll create the workflow extension. Start by creating a new Workflow in your HubSpot portal. Click on the 'Workflows' tab and then on the 'Create workflow' button.
Give your new workflow a name and click 'Next' to start building out your Zendesk Ticketing workflow.
Click on your new Zendesk workflow and click on the 'Contact enrollment trigger'. Choose the Form that you created in the above Steps (we named ours 'Customer Support Form') and add it on the Enrollment triggers criteria and click 'Save'.
Add a new Action by clicking on the '+' icon underneath the 'Contact enrollment trigger' to bring up the 'Choose an action' sidebar and choose 'Zendesk Advanced'. This will add to your workflow actions.
From here, you can then customize the 'Edit action' and 'Contacts in action' tabs values to your needs and click 'Save'.
For "Subject", use the "Contact token" feature to dynamically insert the value from your form into the ticket that will be created. Repeat for "Description" so that it's linked to the field on your form where the user enters his/her question or issue to be solved.
You now have a new HubSpot workflow action for creating a Zendesk ticket!
What do the fields inside the 'Create Zendesk Ticket' Action mean and where are they in Zendesk?
Let's take a look at the fields inside of the HubSpot workflow action 'Create Zendesk Ticket' for clarification and where they are located inside of Zendesk.
Here is a screenshot of a test ticket inside Zendesk with the corresponding HubSpot Workflow action fields.
If you have an Enterprise subscription to Zendesk, you may select a ticket form to use when tickets are created through HubSpot. This will allow you to apply a set of predefined ticket fields for any ticket that comes in through this workflow action.
Also, 'Tags' are cumulative, so any tags here will be appended to whatever tags get set by the user's automation.
Many users choose to insert a contact token for the 'Description' field on their Forms.
Contact properties can be inserted anywhere where HubSpot allows you to do so and the form fields become contact properties when a person submits the form. For example, in the above screenshot in the 'Description' section, "This contact lives in Houston" is coming from the contact property in HubSpot - [[Contact.city]].
See section "What are the default field mappings?" for information on user fields that are passed when a ticket is created.
What are the default field mappings?
When a HubSpot contact syncs with a Zendesk end user, either through the workflow extension or by the ongoing sync, a set of default field mappings are always applied:
|HubSpot Contact Property||Zendesk User Field|
|First name||First name|
|Last name||Last name|
|Phone number||Phone number|
|Contact ID||External ID|
If you're syncing HubSpot companies with organizations in Zendesk, the following field mappings are applied:
|HubSpot Company Property||Zendesk Organization Field|
|Company Domain Name||Domain Name|
Need to map to custom fields you've created in Zendesk? No worries; see the next section for information on how to do that.
I need to sync custom fields. How do I do this?
For HubSpot contacts, the integration can write to user fields in Zendesk when tickets are created, and during the ongoing sync (if it is enabled).
If you've enabled the syncing of HubSpot companies with Zendesk organizations, the integration can read from/write to organization fields in Zendesk.
Follow the link on the "Getting started" page to define your custom field mappings, or visit this link. When you've signed in, you should see a link labeled "HubSpot+Zendesk Solution".
To map HubSpot contact properties to Zendesk user fields, find the map named "HubSpot contact to Zendesk user", creating it if necessary. Add the mapping by clicking "Add new field mapping", then select the HubSpot contact property. Select the direction for the field mapping (HubSpot => Zendesk only, Zendesk => HubSpot only, or bidirectional). Then, select the Zendesk user field. Click "Apply changes" when you are done.
The same process is done when mapping HubSpot company properties to Zendesk organization fields by using the map named "HubSpot company to Zendesk organization".
How often does the ongoing sync run?
This information only applies to the ongoing sync; tickets are always created as soon as they are received.
The integration syncs data between HubSpot and Zendesk every 15 minutes during normal business hours (7AM-7PM, U.S. Eastern time).
Can the integration automatically fill in ticket form fields with data in HubSpot?
Yes! As there is some initial setup required to make this happen, an integration support engineer will assist you in making this work. Create a ticket in the support portal stating that you would like to have the Zendesk integration write to ticket form fields.