BetaSync and manage help desk tickets in Google Chat
Last updated: February 5, 2025
Available with any of the following subscriptions, except where noted:
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You can connect help desk to Google Chat to manage tickets and receive HubSpot notifications in Google Chat. Customize ticket filtering to ensure relevant information reaches your team, sync internal comments, and update ticket properties from Google Chat, enhancing cross-team collaboration and efficiency.
Before you get started
- You must have connected the Google Chat app to your HubSpot account.
- You must add the HubSpot app to any private Google Chat spaces in order to receive notifications.
Sync help desk tickets to Google Chat
- In your HubSpot account, navigate to Data Management > Integrations.
- Click Connected Apps.
- Click Google Chat.
- Click the Communications tab, then click the Help Desk tab.
- In the Sync Help Desk tickets to Google Chat section, click add Add sync.
- In the right panel:
- Click the Space dropdown menu and select a Google Chat space to send tickets to.
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- Click the Ticket Property dropdown menus to select a ticket property and its value.
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- To remove a filter, click the delete delete icon.
- To add a filter, click add Add property.
- Once you're done, click Add, then click Save.
Edit and manage your sync settings
Once your sync is configured, you can add or delete syncs and turn your sync on/off.
- In your HubSpot account, navigate to Data Management > Integrations.
- Click Connected Apps.
- Click Google Chat.
- Click the Communications tab, then click the Help Desk tab.
- In the table view, under Sync Help Desk tickets to Google Chat, you can edit your sync settings.
- To edit the space or properties, hover over the sync and click Edit.
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- Click the Space dropdown menu and select a Google Chat space to send tickets to.
- Click the Ticket Property dropdown menus to select a ticket property and its value.
- To remove a filter, click the delete delete icon.
- To add a filter, click add Add property.
- Once you're done, click Add, then click Save.
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- To turn on/off a sync, under Status, toggle the switch on/off.
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- To add a sync, click add Add sync.
- To remove a sync, select the checkbox next to the sync you want to remove, then click delete Delete.
Manage help desk tickets in Google Chat
Once tickets in your help desk meet the selected criteria, they will appear in your connected Google Chat space.
To view a ticket in HubSpot:
- Click View ticket.
- You'll be automatically redirected to your HubSpot account where you can view and edit the ticket.
To edit ticket properties in Google Chat:
- Click Update Ticket.
- In the pop up window, edit your ticket properties directly in Google Chat. Ticket details updated in Google Chat will automatically be updated in HubSpot, and vice versa.
- Click Save.
Any comments on the ticket in HubSpot and replies in the thread of the Google Chat message will sync bi-directionally, including mentions.
Please note: to sync Google Chat replies as comments in HubSpot:
- Users must be mapped between HubSpot and Google Chat.
- The help desk ticket must have an associated conversation.
Synced from Google Chat will be noted on comments added to a ticket in Google Chat.