Ready to deepen your customer relationships beyond the basics? The HubSpot Service Hub can be a powerful tool for facilitating seamless customer service within your organization—and properly setting up and configuring integrations helps to unlock the full potential of this system’s features.
Take it from HubSpot: Savvy customer service teams help turn issues into opportunities. Based on SmartBug’s expansive HubSpot experience, here are some common integration issues that can occur with HubSpot Service Hub, plus troubleshooting solutions and tips your team can use to proactively maintain your deployment.
HubSpot Service Hub meets your business’s need to integrate customer service workflows and data sources in one centralized, secure location. To do this, business data will need to be synced with the new system.
Before initiating data synchronization, consider the following key components of a HubSpot Service Hub integration:
Even if you take all of the above factors into account, some users might still run into one or more common HubSpot Service Hub integration errors, such as:
If new contacts aren’t being created in HubSpot, it’s possible that property mapping is incorrect, incomplete, or not done at all. Check this functionality for errors.
Similarly, if contacts are simply not being pushed back into the integration app (such as Salesforce or Zendesk), you’re likely still dealing with a property mapping issue. When the integration app isn’t retrieving properties from HubSpot, you may need to wait a few minutes for the data sync to complete. After you've made the connection, depending on the amount of data in your CRM, it can take anywhere from a few minutes to a few hours to fully sync. If the data is not retrieved after a few hours, we recommend disconnecting the integration and reconnecting it again.
When an app has both a company name and a company domain field, HubSpot will match two records if they have the same company name but a different domain, and vice versa.
If your call is not appearing in HubSpot, your HubSpot contact may be associated directly with the deal and not with an account. To connect calls with deals, try integrating with Gong. This software will find the contacts and their accounts, and then attach the call to the relevant deal.
Do you seem to be missing important data? Make sure that the users who can't see the property fields have at least read access to those fields in HubSpot. If you aren’t seeing integration data in the contact/company/deal property, ensure that you have the integration selected in the activity filter. The graphic below illustrates what this looks like in the interface:
If you’re running into bad conversion assignments, keep in mind that incoming conversations can only be automatically assigned to users with a paid seat. However, free users can still assign and respond to unassigned conversations if they have access to the inbox. If all users have paid accounts, HubSpot Community forums recommend revisiting and reconfiguring the connected form's routing rules.
If you’re struggling to install an integration, it’s likely because permission levels are incorrect or the user is enrolled in the wrong HubSpot plan. If you’re using SurveyMonkey, know that your SurveyMonkey license host country must match the data center your HubSpot account is hosted in. For example, if your HubSpot account is hosted in the North America data center, you can only connect to a SurveyMonkey account with a license in the U.S.
If, when connecting Import2 to your HubSpot account, there are no accounts listed under the "Choose Your Account" step, this usually means that you do not have HubSpot CRM activated for your HubSpot account.
The best way to solve integration issues is to avoid them in the first place. Some strategies for proactive maintenance to prevent integration issues before they occur include:
These troubleshooting tips can help mitigate a handful of general integration issues:
Take advantage of HubSpot’s numerous support channels, including extensive documentation, community forums, and technical support. There are ample resources that span a range of topics including main application integrations and troubleshooting issues such as those covered above. If you’re really stuck, turn to a trusted HubSpot partner for personalized support and troubleshooting assistance.
Effective integration is the key to maximizing the benefits of HubSpot Service Hub. Additionally, proactive troubleshooting and optimization efforts help maintain seamless integration. The resulting reduction of friction is advantageous for both your customers and internal users.
Looking for more insights into maximizing your full customer lifecycle? Check out other SmartBug resources—like our guide to utilizing HubSpot Service Hub—to better understand integrations, potential issues, and effective setups for enhancing customer service operations