What it syncs
Tickets
Every Intercom ticket gets a HubSpot ticket that follows it: same title, the description, a link back, and the stage that matches its Intercom state. Included in Starter and Pro.
What the HubSpot ticket gets
- Name: the Intercom ticket title (or the ticket type and number when it has none).
- Description: the ticket description, then a line with the Intercom ticket number and link.
- Pipeline and stage: see below.
- Associations: the matched contact and company (how they are found). A ticket with no match is still created, without associations, and the sync log says so.
States and stages
Intercom tickets move through four state categories. Each goes to a HubSpot stage automatically, and in the settings you can point each state at any stage instead.
| Intercom state | HubSpot's Support Pipeline | Your own pipeline |
|---|---|---|
| Submitted | New | A stage named New, Open or Submitted; else the first open stage |
| In progress | Waiting on us | A stage named Waiting on us, In progress or Working; else the second open stage |
| Waiting on customer | Waiting on contact | A stage named Waiting on contact or Waiting on customer; else the third open stage (or the last open one) |
| Resolved | Closed | The first closed stage |
HubSpot's Support Pipeline is recognised in any language, even with renamed stages. Names in your own pipelines are matched in English; for other names, choose the stages in the settings.
The pipeline is your first ticket pipeline unless you choose another under HubSpot ticket pipeline. Changing the pipeline resets the state-to-stage choices, because stages belong to a pipeline.
When it updates
- When the Intercom ticket is created, changes state, is resolved or closed, within seconds.
- Only when something the HubSpot ticket shows has changed (title, description or stage).
- A HubSpot ticket deleted by someone is created again on the next change.
One way
Tickets go from Intercom to HubSpot. Moving the HubSpot ticket to another stage does not change the Intercom ticket; the next change in Intercom puts the HubSpot stage back in step with Intercom.
On the Free plan tickets are not synced, and the sync log says so. After an upgrade, a ticket syncs the next time it changes in Intercom.
Needs a ticket pipeline in HubSpot (every HubSpot account has one, including free CRM accounts).