Engage’s integration with HubSpot Ticket Management makes it easy for your social media and customer support teams to provide quick service to your customers.
Note: This feature is accessible to Pro/Premium accounts only. If you have a Standard account and would like to upgrade your package, contact your Customer Success Manager (CSM) or Brandwatch Support.
What is HubSpot Ticket Management?
HubSpot Ticket Management is an integration tool that allows your customer support team to log customer inquiries and issues as tickets, unifying your customer data and facilitating your team’s services processes.
If your teams use Social Media Management's Engage for customer engagement and HubSpot for customer support, the integration between Engage and HubSpot will allow your social media managers to log your Engage conversations as new tickets in HubSpot for your support team to respond to. From Engage, your staff can also link an Audience profile to existing HubSpot contacts to import their ticket history into Engage, or create a new HubSpot contact. The integration gives you a full picture of your customers' social data and history with your brand.
Connecting HubSpot to Social Media Management
You can integrate Social Media Management with your HubSpot instance with just a few steps.
Note: You will need to have a user role of Admin in Social Media Management and access to your HubSpot login credentials to complete the integration.
In Social Media Management, click the Settings (cog) icon in the left-hand sidebar and select Organization admin.
In the left-hand menu, select Integration Marketplace, then click HubSpot Ticket management > Connect now.
Review the disclaimer, and click Next.
Click Add a new account.
Add an authentication name and your Private app access token, then click Create.
Note: Your Private app access token can be accessed in your HubSpot settings if you are a HubSpot Superadmin. If you don't have a token, refer to Hubspot help article on creating apps and access token. If you don't have Superadmin permissions, contact your HubSpot team's Superadmin for assistance.
Generate a private app access token in HubSpot
To authenticate your HubSpot connection, you must create a private app and generate an access token.
Log in to HubSpot.
Click your profile icon and select Profile & Preferences.
3. In the left navigation menu, go to:
Settings → Account Manager → Integrations → Private apps.
4. Click Create a private app.
5. Enter a name and description for your private app.
6. Under Scopes. Click Add new scope and add the required scopes individually.
Required scopes:
rm.lists.read
crm.lists.write
crm.objects.contacts.read
crm.objects.contacts.write
crm.objects.users.read
crm.schemas.contacts.read
Tickets
Note:
HubSpot restricts certain scopes based on plan type, but all scopes listed above (except sensitive or highly sensitive scopes) are available across all plan levels.
To learn more about HubSpot scopes, refer to HubSpot’s article Scopes.
7. Click Create app.
8. Go to the Private Apps page.
9. Click View access token field and copy the token.
Configuring HubSpot ticket settings
After you click Create, you will be redirected to HubSpot to customize your settings. For example, you can select which fields you would like to include when creating a new ticket or contact; or which fields are shown when viewing a ticket or contact detail.
To add a field from your HubSpot object field list, simply click Add Field > New Field to review the list of available fields in a dropdown menu.
You can also start typing to search for a specific field.
To remove a field, hover over it and click on the red x icon.
When finished configuring your fields, click Next.
Follow the four stages to customize each view option.
Review the summary of your new integration, and click Finish.
You will return you to Social Media Management, which will see a configuration message that your integration is successful.
Click Close to dismiss the popup.
Using HubSpot features in Engage
Creating a HubSpot ticket
Once your accounts are integrated, you can easily create a new HubSpot ticket from any direct message, post, mention, review, or comment in Engage.
From a conversation in Engage, navigate to the HubSpot tickets panel in the right sidebar, then click Create ticket.
Customize the subject and description of the ticket if desired, then click Create. By default, the description will be pre-populated and contain a link back to the Engage conversation. This allows your HubSpot users to continue the conversation with the customer in Engage if needed.
Your new ticket and its details will now appear under the HubSpot tickets panel in the Engage conversation.
Linking an Audience profile to an existing HubSpot contact
At any time, you can use the HubSpot contact panel in the sidebar of an Engage conversation to link an Audience profile to an existing HubSpot contact or create a new one in HubSpot.
From any conversation in Engage, navigate to the HubSpot contact panel in the right sidebar, then click Link Profile.
Use the search bar to find an existing contact in HubSpot to link the conversation to. You can also click Create New Profile to create a new HubSpot contact for the customer. When ready, click Link Profile.
You will see the added profile under the HubSpot contact panel as well as the imported history of that contact's tickets under the HubSpot tickets panel.
Managing the integration
After setting up your HubSpot integration, you can edit it at any time to change the HubSpot instance authentication and your field configurations, or reset or delete it.
Editing the integration
Go to Social Media Management’s Settings menu > Integrations & APIs > HubSpot Ticket Management. Click Modify Setup > Reconfigure to restart your authentication process and configuration flow.
If you don’t want to make changes to a certain area, such as your authentication details or field configurations, click Next to proceed.
On the final page of the configuration flow, click Finish to save your changes.
Deleting the integration
If you want to reset your integration or delete it, you can also do so within your Integrations and API settings.
Go to Social Media Management’s Settings menu > Integrations & APIs > HubSpot Ticket Management. Select the ellipsis (three dots) icon, then select Edit.
In the HubSpot Ticket Management menu, choose Delete & Disconnect.
Confirm in the prompt that you would like to delete and disconnect the integration. Once confirmed, Brandwatch will delete the authentication, remove the application, and remove every linked HubSpot contact and their information from Engage.
FAQs
How can I get access to the HubSpot integration for Engage?
If you are a Social Media Management Pro customer or above, the integration is included in your package. If your package is below Pro, reach out to your Customer Success Manager to inquire about access.
From Integration Marketplace in Social Media Management's settings, select HubSpot Ticket Management, then click Request Access. Fill out the form and our colleagues will reach out to you for a detailed product tour demo.
Is IT support required to set up the integration?
No technical support is needed to set up the integration, either from your own IT team, from HubSpot's Support team, or from the Social Media Management Support team. You will only need your HubSpot login credentials.
Can I use custom pipelines?
Currently we set your first pipeline as a default setting to create new tickets through that pipeline. You need to have a pipeline in place within HubSpot in order for the integration to operate smoothly. We are working on supporting pipeline selection in the configuration settings.