ZZetra

HubSpot

Escalate conversations by opening a HubSpot ticket for your support team.

Overview

Connect HubSpot and your agent can hand a conversation to your human team by opening a ticket in HubSpot. The ticket includes a clear summary of the customer's issue, written by the agent, and the customer's email address when they gave it, so your team has what it needs and the customer doesn't have to repeat themselves.

What you can do

Let the agent handle routine questions on its own, and hand off to HubSpot the moment a case needs a person, with the context already on the ticket.

Zetra's own Helpdesk comes first

Every escalation also creates a ticket in Zetra's built-in Helpdesk inbox, so nothing is lost if HubSpot is ever unreachable. If you connect several helpdesks, each one gets its own ticket.

Before you start

  • A Zetra account with an agent. If you haven't built one yet, create a free account and follow the Quick start.
  • A HubSpot account where you can connect apps (Super Admin, or permission to install apps).
  • A Standard plan or above. See pricing.

How to connect HubSpot

  1. Open the HubSpot integration

    Go to your Zetra dashboard, open your agent, click Integrations and then Connect on the HubSpot card. A window opens.

  2. Sign in to HubSpot and connect the app

    HubSpot asks you to Sign in to your HubSpot account (or create one). Choose your HubSpot account, review the permission Zetra asks for (tickets only) and click Connect app. The window closes and the card shows Connected.

  3. Choose the pipeline (optional)

    Tickets go to HubSpot's standard Support Pipeline, first stage. To use another pipeline, click Manage and enter its Pipeline ID and Pipeline stage ID (HubSpot: Settings → Objects → Tickets → Pipelines), then Save.

  4. Add the Escalations action

    1. Open your agent and click Build → Actions.
    2. Click Create action, open Escalations and choose Create ticket.
    3. Adjust When to use if you like (for example "when the customer asks for a refund or a person"), then save and turn the action on.

    When the agent escalates, Zetra opens a ticket in your Zetra Helpdesk and, at the same time, in HubSpot and every other helpdesk you've connected. The ticket carries a summary the agent writes of the customer's issue, and the customer's email when they gave it.

Check it works

In the Playground, ask your agent to speak to a person about a made-up problem and give an email address. A new ticket should appear in HubSpot (CRM → Tickets) within a few seconds, with a summary of the issue.

Installing from the HubSpot App Marketplace

You can also start in HubSpot instead of in Zetra. The result is the same connection.

  1. Install Zetra Chat in HubSpot

    Open Zetra Chat in the HubSpot App Marketplace and click Install app. Choose your HubSpot account, review the permission Zetra asks for (tickets only) and click Connect app.

  2. Sign in to Zetra

    HubSpot sends you to Zetra. Sign in and you come straight back to the install page. New to Zetra? Create a free account and your first agent, then open zetra.chat/auth/hubspot-install again. HubSpot's approval is kept for 30 minutes while you do this; after that, connect from the agent's Integrations page instead.

  3. Choose the agent

    Pick the agent that should create tickets in this HubSpot account. You land on that agent's Integrations page with HubSpot showing Connected. Then switch on the escalation action as described above.

Troubleshooting

HubSpot shows an error after signing in

Possible cause: your HubSpot user isn't allowed to install apps.

Solution: Ask a Super Admin in your HubSpot account to connect it, or to give you app-install permission.
Tickets appear in the wrong pipeline

Possible cause: the Pipeline ID or stage ID under Manage belongs to another pipeline.

Solution: Copy both IDs again from Settings → Objects → Tickets → Pipelines, or clear them to use the Support Pipeline.

Managing the connection

Click Manage on the HubSpot card under Integrations to see what it's connected to, reconnect with different details, or Disconnect. Disconnecting stops new escalations reaching HubSpot; tickets already created stay in HubSpot. You can also uninstall Zetra in HubSpot under Settings → Integrations → Connected apps.

Next steps

Escalations action →Fine-tune when your agent escalates and what it asks the customer first.Helpdesk inbox →Every escalation also lands in Zetra's own Helpdesk, with statuses and teams.
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