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Integrating with HubSpot's Service Hub.

Overview

CustomerSuccessBox supports integration with HubSpot Service Hub to pull in conversations, chats and associated metrics. In this article, we list out the pre-requisite, steps and requirements to integrate HubSpot Service Hub with CustomerSuccessBox. 

Why should I integrate with HubSpot's Service Hub?

Integrating HubSpot's Service Hub with CustomerSuccessBox enables you to 

  • View support conversations raised by each customer in one single place

  • View Service metrics at the Account level.

  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets

  • Set up  Service Health

  • Prepare list of Accounts based on Overdue Tickets, Total Tickets Raised, Critical Tickets

Prerequisites for One-click Integration

Users must already exist in CustomerSuccessBox with a valid email address(es).  This enables CustomerSuccessBox to identify users in HubSpot's Service Hub.

NOTE:

  • Existing users must have email defined for themselves in "email " field at the User level.

  • Conversations are synced every 24 hours along with associated support metrics.

  • HubSpot's Service Hub conversations take up to 30 minutes to 4 hours from authorization to fetch in all relevant conversations. 

  • Risk Alerts, Service Health, and Segments can be set up instantly.

Step by Step guide to access to HubSpot's Service Hub

Step 1 : Authorisation

Follow the steps below to authorize CustomerSuccessBox access to HubSpot's Service Hub

  1. Log-in to your CustomerSuccessBox instance 

  2. Navigate to the Integrations Hub from Settings > Integrations

  3. Find HubSpot's Service Hub under Available Support Integrations and  click Connect Now.

  4. Click Authorize (You will need relevant access to authorise)

That's it! HubSpot's Service Hub is integrated with just the authorization. 

In case you are unable to authorise, please see if you have the relevant access. If you are still facing the issue, you can write to support@customersuccessbox.com

Step 2: How do I see if the Integration was successful?

1. The fastest way to check is to see if your integration has been successful or failed is to check the Integrations logs.

Go to Settings>> Integration Page>> Enabled Integration>> click on Logs.

Note: It may take upto 1 hour to show the status of Integration.

The Integration log page shows the status  as well as number of tickets (records) created/updated.

2. The person who has authorised will also receive the email after the successful integration.

Note: If the number of tickets fetched are less than 50,000, the tickets will take upto 4 hours to show in CSB. If the tickets are more than 50, 0000, it will take from 4-24 hours to show up in CSB.

 

Step 3: Where to see the tickets, post successful Integration?

Once you receive the confirmation email & Integration log page shows "Successful", you can do following 2 ways to check the data:

1st way to check:  You can find the customer where you are 100 % sure that tickets are associated with that account and the user's email address is the same as the requestor's email address of tickets. You can search the name of that Account, click on "Tickets'' tab.

 

The tickets tab will show all the tickets, associated with that account.

2nd way to check:

Create a list for testing purposes.

With the following criteria - Total tickets greater than 1 in last 90 days

Do not forget to enable the list after creation. You will see all accounts where tickets have been created in the last 90 days. You can open up any account, go to the tickets tab to see all the relevant tickets.

If any of the steps doesn't go as per plan, please chat with us or write to support@customersuccessbox.com.

 

NOTE:

All conversations belonging to existing users in CustomerSuccessBox are synced from HubSpot's Service Hub once everyday 12 AM GMT

Step 4: Post successful Integration, what can I configure?

Congratulations, now that you have successfully configured HubSpot Service desk, you will be able to 

  • View conversations associated with existing CustomerSuccessBox users from under the Tickets tab of a  CustomerSuccessBox Account

  • View Service metrics based on support conversations. Click on Service Health of any Account tab.

  • Configure Risk Alerts on Overdue Tickets, Total Tickets Raised, Critical Tickets

  • Set up  Service Health

  • Prepare list on the basis of on Overdue Tickets, Total Tickets Raised, Critical Tickets

 

FAQs on HubSpot Service Desk Integration:

  1. If I integrate, will this bring HubSpot chat, tickets or both?

  2. Some of my users are not present in CSB, how can I get their tickets?

  3. Sometimes, tickets get created on behalf of customers by CSM, how do I attribute that in CSB?

  4. What's in the product roadmap related to HubSpot Service Hub?

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point-of-contact for any queries or assistance. You may also,

  1. Initiate a chat directly from within CustomerSuccessBox. Use the chat option (under ? icon) on the top right navigation bar.

  2. Create a conversation from here

  3. Send an email to support@customersuccessbox.com



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  1. Anu Dudhat

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