Sync Salesforce cases to HubSpot tickets

Learn how to sync Salesforce cases to HubSpot tickets, and vice versa. 

To configure the sync:

• In your HubSpot account, click the settings settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
• Click Salesforce.
• Click the Tickets tab.
• Click Configure ticket sync. 
• 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 to HubSpot tickets when a Salesforce case 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. 

• Click Next. 

• On the Associations page, select which associations you want to sync from Salesforce to HubSpot.
  • Next to each object type, click to toggle the switches on to sync those object associations to HubSpot. 

• Click Next.
• On the Field mappings page, view all required ticket properties in HubSpot that will be mapped to its Salesforce counterpart. 
• Click Next. 
• 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 Delete to delete the field mappings. 
• Click Next. 
• On the Pipelines page, map the Salesforce case business process to the corresponding ticket pipeline in HubSpot.
  
  • Click the HubSpot ticket pipeline dropdown menu and select the pipeline. Make sure the pipeline options match, otherwise this may cause sync errors.

• Click Next. 
• On the Preview page, review the sync settings. Click Edit next to any setting you want to modify. 
• Click Next. 
• 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. 
• 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. 

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

• Click to toggle the sync switch off to turn off tickets sync.
• Click Ticket field mappings to view all ticket properties mapped between HubSpot and Salesforce.
  • To add a new mapping, click Add new mapping.
    • Select the properties from the respective dropdown menus and click Save. 
  • To edit an existing mapping, click Actions on the left of the mapping, then select Edit. 
  • To delete a mapping, click Actions, then select Delete. 
• Click Ticket pipeline mappings to select which HubSpot ticket pipeline to map the Salesforce business process to.
• To remove ticket sync, click Remove ticket sync.