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Sync Salesforce cases to HubSpot tickets

Last updated: June 3, 2026

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

Sync Salesforce cases with HubSpot to ensure support activities are aligned across both platforms. After connecting the Salesforce integration, you can set up a two-way sync of Salesforce cases to HubSpot tickets, allowing teams to view and manage customer issues from either system.

For example, when a case is created or updated in Salesforce, the corresponding ticket in HubSpot will automatically reflect those changes. This helps support and service teams to maintain consistent records, report on case activity, and collaborate without switching between tools.

Set up the ticket sync

To configure the sync:

  1. In your HubSpot account, click the settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
  2. Click Salesforce.
  3. Navigate to the Data sync tab. 
  4. Click Tickets.
  5. Click Configure ticket sync. 
  6. On the Sync Rules page, decide how records are created, updated, and deleted in either HubSpot or Salesforce. 
    • In the Creating and Updating Tickets section, review what happens to records when a Salesforce case or HubSpot ticket is created or updated. 
    • In the Deleting Tickets section, select what happens when a Salesforce case or HubSpot ticket is deleted. You can select either Delete the Ticket or Do nothing. 
    • In the Resolve Sync Conflict Rule section, select which app to prioritize if there are conflicts. 
  1. Click Next. 
  2. On the Associations page, select which associations you want to sync from Salesforce to HubSpot.
    • Click to toggle the associations you want to sync between Salesforce and HubSpot.
    • For each association, click the Primary association field dropdown menu and select the field you want HubSpot to use to associate the two objects.
    • Click the Association label dropdown menu and select the association label you want to use. 
    • Click the Sync direction dropdown menu and select how you want the association to sync between HubSpot and Salesforce (Two-way sync, Salesforce to HubSpot only, or HubSpot to Salesforce only).

  1. Click Next.
  2. On the Field mappings page, view all required ticket properties in HubSpot that'll be mapped to its Salesforce counterpart. 
  3. Click Next. 
  4. Review how the Salesforce case fields are mapped to HubSpot ticket properties.
    • Click the HubSpot dropdown menu to select the HubSpot property you want to map Salesforce fields to.
    • Click the Sync Rule dropdown menu to select the sync rule for each mapping (Two way, Always use HubSpot, or Always use Salesforce). 
    • Click Delete to delete the field mappings. 
  1. Click Next. 
  2. On the Pipelines page, map the Salesforce case business process to the corresponding ticket pipeline in HubSpot. Click the HubSpot object pipeline dropdown menu and select the pipeline. Make sure the pipeline options match, otherwise this may cause sync errors.

  1. Click Next. 
  2. On the Preview page, review the sync settings. Click Edit next to any setting you want to modify. 
  3. Click Next. 
  4. On the Turn sync on page, decide if you want to turn the sync on, or save for later. 
    • Select Start continual sync to start syncing Salesforce cases with HubSpot tickets. 
    • Select Save for later to save the settings and turn the sync on later. 
  1. Click Turn sync on to turn the sync on. 

Please note: turning on ticket sync will not import case records into HubSpot immediately. Records will only sync when they are created or updated in Salesforce. To bring all Salesforce cases into HubSpot, start an import. 

Review the sync settings

Once the sync has been set up, you can review the ticket sync rules, field mappings, associations, and ticket pipeline mappings on the Tickets tab. 

  1. In your HubSpot account, click the settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
  2. Click Salesforce.
  3. Navigate to the Data sync tab. 
    • Click Tickets > Sync rules.
      • In the Selective Sync section, control which Salesforce cases sync to HubSpot. 
        • Click Add filter. 
        • In the right panel, click the Field dropdown menu and select a filter. 
        • Then, click Save and apply filter. Add more filters as needed. Multiple filters are combined with AND logic. 
        • Toggle the switch for selective sync on. 
      • In the Limiting what syncs section, you can control which HubSpot tickets are eligible to sync to Salesforce. 
        • Click the dropdown menu and select an existing active segment.
        • To create a new active segment, click + Create Inclusion List.
    • On the left sidebar, under Tickets:
      • Click Field mappings to view all ticket properties mapped between HubSpot and Salesforce.
        • To add a new mapping, click Add new mapping. Then select the properties from the respective dropdown menus and click Save. 
        • To edit an existing mapping, click Actions next to the mapping, then select Edit. 
        • To delete a mapping, click Actions, then select Delete. 
      • Click Associations to manage the association settings for the ticket sync. 
      • Click Pipeline mappings to select which HubSpot ticket pipeline to map the Salesforce business process to.
    • To turn off the ticket sync: 
      • Click to toggle the sync switch off to turn off tickets sync.

    • To remove the ticket sync, in the top right click Remove sync. 
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