Configure HubSpot synchronization

HubSpot synchronization keeps supported customer information and exported support tickets connected to your CRM process. Use separate object modes and mappings to make the direction of each data flow clear.

Before you begin

• You need Administer all integrations and authorization to connect the intended provider organization. Obtain credentials through your approved provider process; keep them out of screenshots and support messages.
• Record existing connection, mapping and routing choices. Use controlled records to verify the intended data direction before a broad sync or live customer workflow.

Configure and verify

1. Open Settings → Integrations → HubSpot. Review the connection identity and enter the Private app token only when setting or replacing it. The saved token is not returned; leaving the input blank preserves it.
2. Choose Test connection. Use Refresh schema when the available mapping fields, objects or pipeline choices need refreshing; Refresh status in Synchronization health is a separate health reload.
3. Set monitored Failure notification recipients. Configure Companies, Contacts, Tickets and Tables separately, choosing modes, filters and mappings from the reference below.
4. For ticket export, confirm that the Case’s linked Company has a HubSpot ID. Review the destination pipeline/stages and start with a narrow lookback.
5. Choose Save Changes before a sync action. Synchronize now and Resynchronize all are disabled while there are unsaved changes or a running operation.
6. Use Synchronize now for the intended saved configuration and inspect representative records and Synchronization health. Resynchronize all requires confirmation and requests a full pass for every enabled domain and custom table; it is not a status refresh.
7. Use Disable for a temporary pause of all directions while retaining connection and mappings. Remove deletes connection/mappings while retaining imported Supportbench data; review dependent work before confirming.

Settings reference

Connection and operating controls

Object modes and mapping

Recommended use

• Agree a source of truth for each object and mapped field before enabling a two-way Contact mode; two-way flow adds coordination work and does not resolve conflicting business ownership by itself.
• Start with a recent representative Case and a small export window. Confirm its customer association and fields before bringing more history into the CRM.
• Use Synchronization health and monitored failure recipients to manage failures. Disable is the temporary-pause choice; Remove also deletes connection/mappings and is not a routine troubleshooting refresh.

Worked example: give an account manager useful support context without copying the whole backlog

1. Illustrative situation: Northstar Equipment keeps Company details in HubSpot, while its support team maintains Contacts and resolves equipment Cases in Supportbench. The account manager needs recent support tickets under the correct customer, not a second independent customer database.
2. The integration owner chooses Companies → Import and reviews mappings for the fields HubSpot owns. Before synchronization, identify one approved test Company and record its existing identifiers in both systems. Decide which system owns each mapped value; a similar Company name is not enough to prove the relationship.
3. For this example choose Contacts → Export because the team wants Supportbench contact changes sent to HubSpot. Do not choose Import + Export merely because it appears more complete. If the team instead needs to update existing Supportbench contacts from HubSpot and export changes, review Update existing + Export and its mappings deliberately.
4. Set Tickets → Export with a 1-day lookback for an approved recent test Case. Select the actual Pipeline, Open stage and Closed stage offered by the connected account; these are account-specific choices, not universal stage names. Keep unused Tables disabled.
5. Save Changes, then Synchronize now. Inspect the actual HubSpot ticket and customer association, the linked Company’s HubSpot ID in Supportbench, the mapped fields, and Synchronization health. Record the expected Case/ticket pair so later reviewers can distinguish a successful update from a duplicate.
6. If the ticket is absent, check the Company’s HubSpot ID and ticket eligibility before expanding the lookback. If a stage or field is missing, use Refresh schema and verify provider permissions. Use Refresh status to inspect health. Neither situation justifies an immediate full resynchronization.
7. After the narrow test succeeds, choose a lookback and enabled flows that match the agreed account-review process. Reserve Resynchronize all for an intentional full pass after reviewing every enabled domain and custom table. Record who owns failure notifications and how support will continue if synchronization is paused.

Troubleshooting

Related configuration

• Integrations → Use the data synchronization log
• Organization → Configure agent roles and division access

• Connect support and account teams with HubSpot synchronization
• Manage companies and contacts with the full support relationship in view