Managing a tech stack presents ongoing challenges for businesses.
As companies expand, businesses often accumulate various software tools to handle different tasks. This accumulation can result in a complex network of systems that don’t always communicate effectively with each other.
HubSpot and Zendesk are common components in many business tech stacks.
HubSpot focuses on customer relationship management, while Zendesk specialises in customer support ticketing. While each tool serves its purpose individually, their true potential emerges when they can exchange information seamlessly.
Integration addresses this need.
Connecting HubSpot and Zendesk can optimise business operations by allowing customer data to flow between the two systems, potentially enhancing both sales and support processes.
But how does this HubSpot-Zendesk integration function in practice?
What specific benefits can it offer a business?
Is the setup process straightforward, or does it require specialised technical expertise?
Today, we are going to explore more about that topic.
We’ll deep dive into discussing the HubSpot-Zendesk integration, it’s features, outline the setup process, and discuss the potential benefits.
So, without further ado, let’s get to it!
Does HubSpot have a Zendesk integration?
Yes, HubSpot offers an integration with Zendesk.
This integration bridges the gap between your customer relationship management (CRM) and customer support systems.
With HubSpot and Zendesk integration, you can do something such as:
- Bi-directional Data Sync: Information updates in both HubSpot and Zendesk, keeping customer data current across both platforms.
- Ticket Creation and Management: Create and handle support tickets in Zendesk, with updates reflected in HubSpot.
- Customer Context in Zendesk: Support agents can see relevant HubSpot customer data directly in Zendesk.
- Automated Workflows: Set up automatic actions in HubSpot based on Zendesk activities, or vice versa.
- Reporting and Analytics: Generate reports using data from both systems for more complete insights.
- Custom Field Mapping: Choose which specific fields to sync between HubSpot and Zendesk.
- Timeline Integration: Zendesk activities appear on the HubSpot contact timeline, providing a full view of customer interactions.
This integration helps teams work more efficiently by reducing manual data entry and providing a more complete view of each customer.
It’s particularly beneficial for managed service providers who juggle multiple client relationships and support tickets.
HubSpot Zendesk Integration Key Features
The HubSpot Zendesk integration boasts several powerful features designed to streamline your operations.
According to the blog post from atakinteractive, there are at least 7 features this integration provides.
We already mentioned above, so you now have a little bit of a picture of how this integration benefits your business operations.
Now let’s breakdown into details how each of that works through the HubSpot-Zendesk integration.
1. Bi-directional Data Sync
This feature ensures that your customer data remains consistent across both platforms. Any updates made in HubSpot automatically reflect in Zendesk, and vice versa. This synchronisation eliminates the need for manual data entry and reduces the risk of errors.
Your team can access up-to-date information regardless of which platform they’re using.
Bi-directional sync is particularly useful for maintaining accurate customer profiles. It ensures that both your sales and support teams are working with the most current information. This real-time data sharing can significantly improve the speed and accuracy of your customer interactions.
2. Ticket Creation and Management
The integration allows for effortless ticket creation and management.
Support tickets created in Zendesk automatically appear in HubSpot as a new activity. This feature provides your sales team with valuable insights into customer issues. It enables them to tailor their approach based on recent support interactions.
The ticket management feature also allows for better prioritisation of customer issues.
Your team can quickly identify and address high-priority tickets, improving response times. This seamless ticket flow between platforms can lead to faster resolution times and increased customer satisfaction.
3. Customer Context in Zendesk
Support agents can access relevant customer information from HubSpot directly within Zendesk. This includes details such as deal status, recent communications, and customer lifecycle stage. Armed with this context, your support team can provide more personalised and effective assistance.
It also reduces the need for customers to repeat information, enhancing their experience.
This feature is particularly valuable for complex customer relationships. It allows your support team to understand the full scope of a customer’s history with your company. This comprehensive view can lead to more informed decision-making and better customer outcomes.
4. Automated Workflows
The integration supports the creation of automated workflows between the two platforms. You can set up triggers in Zendesk that initiate actions in HubSpot, and vice versa.
For example, a high-priority ticket in Zendesk could automatically create a task for the account manager in HubSpot. These automations save time and ensure critical information doesn’t fall through the cracks.
Automated workflows can significantly reduce the manual workload on your team. They allow for faster response times and more consistent handling of customer interactions.
5. Reporting and Analytics
With data from both platforms in one place, you can generate more comprehensive reports.
This feature allows you to analyse the relationship between support interactions and sales outcomes. You can identify trends, measure customer satisfaction, and make data-driven decisions to improve your services.
The integrated reporting capabilities provide a more holistic view of your customer relationships. You can track metrics such as ticket resolution time, customer satisfaction scores, and their impact on sales.
This data can inform strategic decisions and help you continually improve your service delivery.
6. Custom Field Mapping
The integration allows for custom field mapping between HubSpot and Zendesk.
This feature helps transfer specific, important business data points accurately between systems. You can adjust the integration to match your unique business processes and data needs.
Custom field mapping proves especially useful for businesses with specialised data requirements. It helps maintain consistency in tracking and managing customer information across platforms. This customisation can improve reporting accuracy and align better with your business goals.
7. Timeline Integration
The HubSpot Zendesk integration includes a timeline feature that provides a chronological view of customer interactions. This timeline combines data from both platforms, giving you a complete picture of the customer journey.
You can see sales activities, support tickets, and other interactions in one unified view. The timeline integration is invaluable for understanding the full context of a customer relationship. It allows your team to quickly get up to speed on recent customer interactions.
This feature can lead to more informed conversations and better customer outcomes.
HubSpot & Zendesk Integration Method
Implementing the HubSpot Zendesk integration is a straightforward process.
It doesn’t require extensive technical knowledge or developer resources.
The integration is designed to be user-friendly and accessible to businesses of all sizes.
1. Native Integration
HubSpot and Zendesk offer native integration that can be set up directly through their platforms. You can do this either by going to Zendesk Marketplace or HubSpot Apps Marketplace.
In general, the step-by-step is as follows:
- Log into your HubSpot account
- Navigate to the App Marketplace and search for Zendesk
- Click “Install” and follow the prompts to connect your Zendesk account
- Configure the desired data sync settings and permissions
This method is user-friendly and requires no coding, making it accessible for most businesses. However, this kind of integration has some limitations. It is possible that certain activities you wish to perform with the integration will not be supported as a result of this.
2. Custom API Integration
If your business has specific needs or complex workflows, a custom API integration might be necessary.
This approach involves using both HubSpot and Zendesk APIs to create specific data flows.
You’ll need to develop custom scripts or applications to manage the integration and implement advanced logic for data synchronisation and automation.
This method requires significant technical expertise in API development, data management, and software integration. Most businesses will need to engage an experienced integration specialist to implement and maintain a custom solution effectively.
Australian companies looking for professional help with custom HubSpot and Zendesk integrations can turn to Nexalab. Their skilled developers create custom solutions that match your specific business needs, enabling reliable data transfer between HubSpot and Zendesk.
This approach helps businesses get the most out of both platforms.
More in Nexalab’s blog: HubSpot Chatbot AI, Features, Pricing, and How to Integrate It With Your Operations
Conclusion
The HubSpot Zendesk integration combines customer relationship management and support systems effectively for managed service providers. It connects these two platforms, allowing data to move between them. The integration offers automated workflows and detailed reporting features, which can improve your business operations and help you stand out from competitors.
Investing in marketing software like HubSpot is a smart move for any business looking to improve sales, marketing, and customer service.
But to get the most out of your business growth, it needs to work with your other tools. While HubSpot App Marketplace offers some basic integration, you’ll need expert help when it comes to custom integration.
Nexalab’s App Integration can help you integrate HubSpot with custom integration, connecting HubSpot with other software, like PSA software, for example. This means you get a complete view of your customer data, automate repetitive tasks, and personalise your customer interactions.
It’s a solution that helps you get the most out of your CRM investment. Contact Nexalab today to explore how App Fusion can drive your business forward.
