How to log a Zendesk ticket as a note in HubSpot

By Jake Marsh · Updated

To log a Zendesk ticket in HubSpot, install Clientwell, open the ticket and click Log a note in the sidebar. Write the note, tick On contact, On company or both, keep Include the ticket subject if you want it, and click Log note. HubSpot gets a note with your text and a link to the ticket, and Clientwell adds an internal note and the clientwell_note tag to the ticket.

Before you start

  • The token needs crm.objects.contacts.write for notes on contacts and crm.objects.companies.write for notes on companies.
  • Allow logging notes must be on, and the agent must match Who may take actions (agent, everyone, is the default).
  • Actions need a saved ticket. On a new ticket or a user profile the panel is read-only.

Steps

  1. Open the ticket. Clientwell shows the requester's HubSpot contact and company. If the contact isn't found, use the lookup box (Email or HubSpot contact id) with an exact email, a contact id or a pasted HubSpot record link.
  2. Click Log a note, or Log a note on the company under the company.
  3. Write the note. Say what the customer needed and what you did. This is the only text that goes to HubSpot.
  4. Choose where it goes.
OptionWhat it does
On contact (name)Logs the note on the contact. Greyed out as "On the contact (none yet)" when there's no contact
On company (name)Logs the note on the company. Greyed out as "On the company (none)" when there's no company
Include the ticket subjectAdds the ticket's subject next to the link. On by default
  1. Add a note for the ticket (optional), for your team in Zendesk.
  2. Read the confirmation and click Log note. It reminds you that everyone who can see the record in HubSpot can read the note.

What lands where

WhereWhat changes
HubSpot contact or companyA note with your text and a link to ticket #, plus the subject if ticked. It is owned by the agent's HubSpot user when their emails match
Clientwell's Recent activityThe panel reloads after the action, and the note appears with the newest notes, calls, logged emails and meetings
Zendesk ticketAn internal note naming the HubSpot record, the agent and your ticket note, plus the clientwell_note tag

What never goes to HubSpot

Clientwell sends only what the agent types and the ticket link. The ticket conversation, attachments and other ticket fields stay in Zendesk. Zendesk's own HubSpot integration is a different tool: it puts ticket events in the HubSpot contact timeline and shows nothing to agents in Zendesk (Zendesk's article).

Follow up with a task instead

When someone in sales needs to act, click Create a task instead of, or as well as, a note. Fill in the Title (it starts as "Follow up:" plus the ticket subject), Due (the next business day by default), Priority, Type (To-do, Call or Email) and the owner. The task links to the contact and company, shows in the owner's HubSpot task queue and tags the ticket clientwell_task.

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 15 or more (Scale). Billed monthly by Zendesk, with a 14-day trial; Zendesk asks for a card at install. All settings are in the Clientwell documentation.

Clientwell

HubSpot CRM panel: the requester's contact, company, deals and activity on the ticket. Log notes. From $100 a month per Zendesk account.

Install ClientwellAbout ClientwellDocumentation

Questions

Can I see Zendesk tickets on the HubSpot company, not just the contact?

Yes, one ticket at a time. Tick On company when you log the note, and the note with the ticket link appears on the company record. Clientwell doesn't copy past tickets in bulk.

Who shows as the author of the note in HubSpot?

The agent's HubSpot user, when the agent's Zendesk email matches a HubSpot owner. Otherwise the note is logged without an owner.

Why can't I log a note?

Your role or group isn't in Who may take actions, Allow logging notes is off, the plan doesn't match your team size, the token lacks a write scope (Clientwell shows HubSpot's refusal with the scope), or you're on a new ticket.

Can I log the whole ticket conversation?

No. Clientwell never sends the conversation. Summarize what matters in the note.

More Clientwell guides

More Zendesk guides