HubSpot Service Hub Integration

New to Sprout Social? Learn how our integration with Hubspot fits into our suite of team collaboration tools here.

Sprout integrates with HubSpot Service Hub, HubSpot's helpdesk and ticketing software. This integration allows Sprout users to task inbound messages as Support Issues, which converts the task into a helpdesk ticket within Service Hub. Within the task view, comments left on the issue can be seen in both Sprout and Service Hub.

Note: Integration with HubSpot Service Hub is available on Professional and Advanced plans.

This article contains the following sections:

Connecting your HubSpot account

To connect a HubSpot account, you must be the Account Owner or have Manage Profiles and Permissions Company permission and Manage Advanced Inbox Features feature permission enabled in Sprout. Navigate to Account & Settings > Settings > Integrations under Global Features. 

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Click Connect beneath HubSpot. You will be taken to HubSpot for authorization.

Managing HubSpot Contacts and Tickets in Sprout

You can manage your HubSpot contacts and tickets directly from Sprout’s Smart Inbox. When you receive a message in the Smart Inbox relating to an issue, you can link relevant social profiles to HubSpot contacts and then view, edit, create and comment on all HubSpot tickets from Sprout. 

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Note: Any HubSpot Ticket previously created using Tasks remains in the Task tab and you can still comment on the Ticket from the Task tab. You can’t create any new Tickets from Tasks.

Linking or creating HubSpot Contacts

Sprout attempts to automatically look up Contacts from your HubSpot instance. Sprout checks for the name and email and attempts to match it with Users in your instance. 

To see potential matches, click Screen_Shot_2021-04-13_at_9.38.41_AM.png to open a message from the Smart Inbox.

In the right-hand panel, you see profile information for the user. 

If Sprout finds a match, you see their information with the option to Link. Click Link to open the Linking popup and then click, Yes, link to confirm. If the suggested user isn’t a match, click No, continue searching. 

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In this modal, you can search for existing users. If you can’t find the user, click Create new HubSpot Contact. Sprout automatically prefills the fields. You can make edits or add any additional details, and then click Create Contact.

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Creating and managing Tickets in Sprout

After you connect your HubSpot Contact to a social profile in Sprout, you can create a HubSpot Ticket. To create a HubSpot Ticket:

  1. Navigate to the Smart Inbox and open the message you want to create a ticket for.
  2. Ensure a User is matched in the right-hand side panel.
  3. Click Screen_Shot_2021-04-13_at_9.39.43_AM.png next to HubSpot Tickets.
  4. Complete the following fields:
    • Enter a descriptive subject.
    • Assign a Category (optional).
    • Assign a Priority (optional).
    • Enter the related Contact.
    • Enter a description. This is where the message history gets pre-filled.
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  5. Click Create Ticket.

Now the Ticket appears in the HubSpot Tickets section in the right-hand panel. You can make any edits to your Ticket by clicking into the fields on the Ticket. You can also click View All Tickets to see a list of all Tickets open with a particular Contact.

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Commenting on Tickets 

You can view and add comments to any HubSpot Ticket in Sprout. Use comments to coordinate with support colleagues using HubSpot or to document the status of the Ticket. You can also add private comments for your team. 

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Editing Contact and Ticket data in Sprout

After you link social profiles to Tickets and Contacts, each time you open a conversation with that user, their profile view contains all of their HubSpot data.

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You can edit their data directly from the profile view by clicking into the field. Make your updates and click Save. Their data is updated in Sprout and in HubSpot.

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