Skip to content

Sync and manage help desk tickets in Google Chat

Last updated: February 5, 2025

Available with any of the following subscriptions, except where noted:

Service Hub   Professional , Enterprise

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 

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.
    • 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.

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.
      • 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.

    • To turn on/off a sync, under Status, toggle the switch on/off.
    • 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:



Synced from Google Chat will be noted on comments added to a ticket in Google Chat.

Was this article helpful?
This form is used for documentation feedback only. Learn how to get help with HubSpot.