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Create Hubspot Ticket from Intercom

  • 14 February 2024
  • 9 replies
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TJ B12
Userlevel 1
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Hello,

I’m looking for any possible ways we might be able to create a Hubspot Ticket from within Intercom.

Our use case is this: our Support Team directly supports our customers via chat and email in Intercom. If an issue is identified that requires Engineering help, we create a Ticket in Hubspot for Engineering to pick up.

I’m looking for solution so that our Support Reps don’t have to keep a tab open in Hubspot to manually create tickets.

Any possible ways to do this?

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Best answer by TJ B12 12 June 2024, 00:41

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9 replies

bernice
Userlevel 4
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Hi there @TJ B12 👋  To create a HubSpot ticket from within Intercom, you have the option of using Custom Actions along with the HubSpot API to create tickets. You'll find more on Custom Actions in this article from our Help Center 📌

Please note that the Intercom HubSpot app only sends data one-way from Intercom to HubSpot and cannot sync data from HubSpot to Intercom. If you want to sync data from Hubspot to Intercom, you can check out the Data Sync by Hubspot app which allows a bi-directional sync. For more details, check out this article on the integration.

Hope this helps! 🚀

Bernice | Customer Support Engineer
TJ B12
Userlevel 1
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Thank you @bernice 

TJ B12
Userlevel 1
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Following up here - might anyone have any examples of what it looks like to set up a custom action specifically for Hubspot API?
 

I’m having a bit of trouble working everything out, and if there were some example I could see it would be wonderful.

A

@TJ B12  did you figure this out? I’m looking to do the exact same thing

 

TJ B12
Userlevel 1
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@TJ B12  did you figure this out? I’m looking to do the exact same thing

 

I did, finally, after a lot of trial and error.

Here’s a look at what the request looks like:
 

Set up your authentication token
HTTP headers
Request Body

In the request body is where you’ll map your fields. Mine looks something like this:

{"properties":

 { 

  "hs_pipeline": "<pipeline_id>", 

  "hs_pipeline_stage": "<stage_id>", 

  "hs_ticket_priority": "<intercom_attribute>", 

  "subject": "<intercom_attribute>",

  "content": "<intercom_attribute>",

  }

}

 

I hope this helps get you going!

I head out for vacation tomorrow, but happy to check back when I return to see how it went!

A

Sweet! Thanks, this is helpful. Did this involve creating a Private App in Hubspot? If so, do you know what permissions you had to give it?

TJ B12
Userlevel 1
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Ah, yes, it did! 

Only Scopes needed was for ‘tickets’.

 

A

Ok I got a successful test. One more question, since you’ve been so helpful.

Can you illustrate how you connected a ticket/request to a user and/or company in Hubspot?
 

 

TJ B12
Userlevel 1
Badge +1


Can you illustrate how you connected a ticket/request to a user and/or company in Hubspot?
 

 

Hey @Andrew Underhill , sorry for the long delay in reply here! Have you got this part sorted?

If not, here’s what I did

  1. Set up an Intercom Custom Attribute (Companies) for “Hubspot Company ID”
  2. Set up a sync in the Hubspot ↔ Intercom Integration in Hubspot to sync the Hubspot id to the Intercom custom attribute
  3. Now that you are syncing Hubspot Company ID from Hubspot to Intercom, you can use it as a variable in your payload when creating your ticket, adding an Association: 
    "associations": [ 
     { 
       "to": { 
        "id": "<hubspot_company_id>" }, 
        "types": [ 
          {  
           "associationCategory": "HUBSPOT_DEFINED", 
           "associationTypeId": 339  
          }
        ]

I believe that about covers it!

Would love to know how you have fared with your adventure!

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