HubSpot's robust Slack integration has been enhanced, introducing a new way to connect your help desk with your preferred communication tool.
What's New?
Now, you can create a seamless connection between your HubSpot help desk and your Slack workspace, fostering real-time collaboration and faster ticket resolution. Here's what you get:
- Effortless ticket notifications: Say goodbye to manually configuring workflows! New qualifying tickets are automatically sent to designated Slack channels, keeping your team informed without extra steps.
- Bidirectional comment syncing: Forget juggling multiple platforms. Replies in Slack threads will now seamlessly sync as comments in your HubSpot tickets and vice versa. This includes handy at-mentions, ensuring everyone stays in the loop.
- Quick actions from Slack: Need to update a ticket property? No problem! With the embedded action feature, you can directly edit tickets within Slack, streamlining your workflow.
Why it Matters
Ticket resolution is a team sport. Support reps often collaborate with colleagues across departments to address customer issues. Traditionally, this involved switching between tools and platforms, hindering communication and slowing resolution times.
The HubSpot-Slack connection solves this by creating a unified environment for support:
- Improved response times: Real-time notifications and streamlined communication mean faster response times and happier customers.
- Enhanced collaboration: Effortless comment syncing ensures everyone involved is on the same page, fostering better teamwork.
- Increased efficiency: Quick actions within Slack eliminate context switching and streamline the ticket resolution process.
How to Get Started
Connecting your help desk and Slack is a breeze. Navigate to your help desk settings in HubSpot or the Slack integration settings page. Locate the "Sync Help Desk tickets to Slack" section and get started!
Here, you can connect Slack channels and define the criteria for which tickets get sent there. This could be based on factors like ticket priority, pipeline, origin channel or even the assigned HubSpot team.
Once configured, watch your connected Slack channel come alive with relevant ticket information like title, initial message, originating channel, owner, team, contact details and priority. Plus, you'll have handy buttons to view the ticket in HubSpot or edit properties directly from Slack.
