Connect HubSpot

Connect HubSpot when your sales or success team works from HubSpot and your support team works from FyneDesk. New tickets and customer-facing replies can be logged to the matching HubSpot contact so everyone sees the support context.

Before you start

• You need to be a FyneDesk Admin.
• You need a HubSpot account where you are allowed to create or manage a private app access token.
• Decide whether FyneDesk should create a HubSpot contact when a ticket requester does not already exist in HubSpot.
• Decide how FyneDesk should log support activity in HubSpot: as a note, as a ticket, or both.

Step 1 — Create the HubSpot access token

1. Open HubSpot and go to the area where private apps are managed.
2. Create a private app for FyneDesk, or use an existing one dedicated to helpdesk logging.
3. Give it permission to read and update the contact timeline, and to create the activity type you plan to use.
4. Copy the access token once it is generated.

If you are not the HubSpot admin, ask your HubSpot admin to create the token and enter it in FyneDesk with you. The token gives access to your HubSpot data, so handle it like a password.

Step 2 — Connect HubSpot in FyneDesk

1. In FyneDesk, open Settings → Connections → HubSpot.
2. Paste the HubSpot access token into the token field.
3. Choose whether FyneDesk should create missing contacts in HubSpot.
4. Choose where support activity should appear in HubSpot: Note, Ticket, or Both.
5. Click Connect or Save changes.

Choosing the right options

Create missing contacts is helpful when support receives email from people who are not in HubSpot yet. If you want HubSpot to stay tightly controlled, leave it off and create contacts manually.

Log as Note is simple and works well when HubSpot is mainly used as a customer timeline.

Log as Ticket is useful when your HubSpot team wants support activity to appear as structured service work inside HubSpot.

Log as Both gives the most visibility, but it can also add more noise. Start with Note if you are unsure.

Step 3 — Test the connection

1. Create or open a test ticket in FyneDesk for a contact that exists in HubSpot.
2. Add a public reply on the ticket.
3. Open the contact in HubSpot and check that the support activity appears in the timeline or ticket area you selected.
4. Return to Settings → Connections → HubSpot and open the delivery logs if you need to confirm whether an event was delivered.

Manage or disconnect

• Change options anytime from Settings → Connections → HubSpot.
• Rotate the token by creating a new token in HubSpot, pasting it into FyneDesk, and saving.
• Disconnect from the same page if you no longer want FyneDesk to log activity to HubSpot.

Troubleshooting

The token is rejected. Make sure it was copied from HubSpot correctly, has not been revoked, and includes the permissions needed for the activity type you chose.

The contact is not found in HubSpot. Check that the ticket requester email matches the HubSpot contact email. If the person does not exist in HubSpot, turn on Create missing contacts or create the contact manually.

Activity appears on the wrong contact. HubSpot matching depends on email address. Confirm the requester email on the ticket and the contact email in HubSpot.

Events are delayed or failed. Open the delivery logs on the HubSpot connection page. Failed events usually point to a revoked token, missing HubSpot permissions, or a temporary HubSpot issue.

Privacy & trust

FyneDesk sends only the support activity needed for the integration. Tokens are stored securely and are not shown back in full after saving. Do not include secrets, passwords, or private internal details in public ticket replies, because public replies are the part of the ticket conversation that can be logged to HubSpot.