HubSpot has its own Customer Hub that offers solutions to connect your service operations to revenue through its unified customer platform. In a way, HubSpot and Zendesk can be considered competitors, as both offer comprehensive customer service solutions. But let’s leave the comparison of these two tools for another day. Today, I’ll focus on integrating HubSpot with Zendesk.
When you search for “Zendesk” in the HubSpot Marketplace, you’ll find two apps listed, one provided by Zendesk, and the other by HubSpot itself.
You’ll notice that the app from Zendesk is a Help Desk integration, while the one from HubSpot focuses on Ticketing.
The Zendesk app provided by HubSpot supports two-way integration for two objects: Users and Organizations, and one-way integration for Tickets. Here’s a quick overview:
You can sync users from Zendesk to HubSpot as Contacts and vice versa.
Organizations in Zendesk are synced to HubSpot as Companies and newly added Companies in HubSpot can be synced back to Zendesk as Organizations.
Tickets from Zendesk are saved in HubSpot as Tickets. However, the reverse (sending tickets from HubSpot to Zendesk) is not supported.
This integration saves you time by eliminating manual data syncing. If you have a higher-tier HubSpot subscription, you can also create custom fields to map the data according to your needs.
This integration is ideal if you want to nurture ticket requesters and include them in your marketing campaigns. Since both contact and company details of ticket requesters are stored in HubSpot, you can easily build personalized marketing workflows around them.
The Zendesk app by Zendesk offers a one-way integration from Zendesk to HubSpot and only for one object: Tickets to Contacts.
In this case:
Ticket requesters are added as Contacts in HubSpot.
Once added, you’ll see ticket insights on the customer timeline in HubSpot CRM.
This allows your team to track ticket status and stay updated without switching platforms.