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Full ReviewThe HubSpot and Zendesk integration connects your CRM and marketing platform with your customer support system, creating a unified view of each customer across sales, marketing, and support teams. The integration is available as a native connector in the HubSpot App Marketplace, providing bidirectional data sync between HubSpot contacts and Zendesk tickets.
When connected, support agents in Zendesk can see a customer's HubSpot CRM data — including deal history, lifecycle stage, and recent marketing interactions — directly in the Zendesk ticket sidebar. On the HubSpot side, support ticket data from Zendesk appears on contact and company records, giving sales and marketing teams visibility into support issues that may affect customer retention or upsell opportunities.
The result is that every customer-facing team has full context. A support agent knows whether the customer is in an active sales cycle. A sales rep knows whether the customer has open support tickets. A marketing team member can exclude customers with unresolved issues from campaign sends. This shared visibility leads to better customer experiences and more coordinated team actions.
In HubSpot, go to Settings > Integrations > Connected Apps > Visit App Marketplace. Search for "Zendesk" and find the official Zendesk integration. Click Install app. You will be redirected to Zendesk to authorize the connection. Sign in to Zendesk and click Allow to grant HubSpot access to your Zendesk data.
After connecting, go to the integration settings in HubSpot (under Settings > Integrations > Connected Apps > Zendesk). Enable Ticket Sync to bring Zendesk ticket data into HubSpot. Configure which ticket fields to sync: ticket subject, status, priority, assignee, creation date, satisfaction rating, and any custom fields. Map these to HubSpot ticket properties or custom properties.
Configure how Zendesk requesters are matched to HubSpot contacts. The primary match is by email address. Enable the integration to automatically create new HubSpot contacts when a Zendesk ticket comes from an unknown email address, or configure it to only link tickets to existing HubSpot contacts. Set up fallback matching by name if email matching fails.
Install the HubSpot sidebar app in Zendesk. In Zendesk, go to Admin Center > Apps and integrations > Zendesk Marketplace and search for "HubSpot." Install the HubSpot app and configure it to display: contact lifecycle stage, associated deals (with stage and amount), company information, recent HubSpot activity timeline, and marketing email engagement. This data appears in the right sidebar when agents open tickets.
In HubSpot, Zendesk tickets appear as timeline events on contact records. Go to Settings > Integrations > Zendesk and configure which ticket events appear on the HubSpot timeline: ticket created, ticket status changed, ticket resolved, and customer satisfaction survey response. These timeline entries give sales and marketing teams visibility into support interactions.
In HubSpot, create Workflows that trigger based on Zendesk ticket data. Go to Automation > Workflows and create a contact-based workflow. Use Zendesk ticket properties as enrollment triggers — for example, enroll a contact in a workflow when they have an open Zendesk ticket with "Urgent" priority, and automatically notify the account owner or pause marketing emails for that contact.
Create a test ticket in Zendesk with a requester email that exists in HubSpot. Verify the ticket appears on the HubSpot contact's timeline. Open the ticket in Zendesk and confirm the HubSpot sidebar shows the correct CRM data. Test a workflow trigger if you set one up to ensure automation is working correctly.
The integration supports configurable sync frequency (typically every 10 minutes for ticket data), field mapping for both standard and custom fields, and filtering to sync only certain ticket types or statuses. You can configure whether resolved tickets are synced or only active tickets. The HubSpot sidebar in Zendesk is customizable to show the most relevant CRM data for your support team's workflow.
| Data | Direction | Frequency |
|---|---|---|
| Zendesk ticket data | Zendesk to HubSpot | Every 10 minutes |
| Ticket status changes | Zendesk to HubSpot | On change |
| HubSpot contact/company data | HubSpot to Zendesk sidebar | Real-time (on ticket open) |
| Deal and pipeline data | HubSpot to Zendesk sidebar | Real-time (on ticket open) |
| CSAT survey responses | Zendesk to HubSpot | On submission |
Verify the ticket sync is enabled and the requester email matches a HubSpot contact. Check the integration sync log in HubSpot under Settings > Integrations > Zendesk for error messages. Common issues include email mismatches and API permission errors.
Ensure the HubSpot sidebar app is properly installed and configured in Zendesk. The agent viewing the ticket must have a connected HubSpot account. Check that the requester's email exists in HubSpot — the sidebar only shows data when a matching contact is found.
Verify the Zendesk ticket properties are available as workflow enrollment criteria in HubSpot. Some properties may require the ticket sync to complete before they are available. Check the workflow's enrollment history for errors and ensure the trigger conditions match the ticket data format.
For deeper integration, use HubSpot's Operations Hub to build custom data sync rules between HubSpot and Zendesk, including custom field transformations and conditional sync logic. You can also use the Zendesk and HubSpot APIs together with a middleware tool like Zapier or Workato to create complex cross-platform automations — for example, automatically creating a HubSpot deal for upsell when a support ticket reveals the customer needs additional features, or syncing Zendesk satisfaction scores to a custom HubSpot property for NPS tracking.
