How to change a HubSpot lifecycle stage from Zendesk

To change a HubSpot lifecycle stage from Zendesk, install Clientwell, open the ticket and click Change stage, status or owner in the sidebar. Pick the new Lifecycle stage, Lead status or Contact owner, add an optional note and click Save changes. Only the fields you changed are updated in HubSpot, and the ticket gets an internal note and the clientwell_contact_updated tag.

Before you start

• The token needs crm.objects.contacts.write. Add crm.schemas.contacts.read so the lists show your own lifecycle stages and lead statuses; without it Clientwell uses HubSpot's default stages.
• Allow changing lifecycle stage, lead status and owner must be on, and the agent must match Who may take actions.

Steps

1. Open the ticket. The contact shows its current lifecycle stage, lead status and owner at the top.
2. Click Change stage, status or owner.
3. Change what needs changing. Leave the other fields as they are; Clientwell sends only the fields you changed.
4. Read the warnings. A new owner may get a HubSpot notification. Moving a stage back shows a warning (below).
5. Add a note for the ticket (optional) and click Save changes.

Moving a lifecycle stage back

HubSpot only moves a lifecycle stage forward. To go back, for example from Customer to Opportunity, Clientwell clears the stage and then sets the new one. Workflows in HubSpot that react to lifecycle changes may run.

When there's no contact yet

A new requester often has no HubSpot contact. Clientwell then offers Create a HubSpot contact (with "at" and the company name when the email domain matches a company):

1. Check the email and name, which start from the Zendesk requester.
2. Pick the lifecycle stage, lead status and owner to start with.
3. With Match a company by email domain on, the company whose domain matches the requester's email is found, and Associate with that company is offered, so the contact lands under the right account. Mailbox providers such as gmail.com and outlook.com are skipped.
4. Click Create contact. Clientwell searches HubSpot again just before, so a contact someone else just added is never duplicated. The ticket gets the clientwell_contact_created tag.

What it changes

What it costs

Clientwell is $100 a month per Zendesk account for up to 14 agents and admins (Team), or $7.50 per agent per month for accounts with 15 or more (Scale), billed monthly by Zendesk. It starts with a 14-day trial, and Zendesk asks for a card at install. The Clientwell documentation has the full setup.