This is a HubSpot Service Hub walkthrough (presented by Adrithy) demonstrating integrations with several third-party apps that streamline customer service workflows. The video covers Jira (attach/create issues from tickets, sync notes/comments, trigger HubSpot workflows from Jira events, and report on Jira-linked tickets), Aircall (make and record phone calls inside HubSpot, add tags/notes, use call tags to drive workflows, and include calls in HubSpot reporting), Pendo (bidirectional sync mapping HubSpot contacts/companies to Pendo visitors/accounts and syncing usage metrics like time spent and days active into HubSpot for segmentation/automation), Segment (mapping custom behavioral events from Segment into HubSpot fields), and Zooper (field service management: create/manage jobs from tickets, assistant scheduling in a calendar view, and surface field feedback in HubSpot for follow-up). The presenter also points viewers to HubSpot's App Marketplace collection "Essential Apps for Customer Service" and ends with a CTA to try HubSpot CRM.
Chapters
A big problem that a lot of customer service teams face is the amount of tools they use. They're constantly switching from one app to another, and I bet they're getting confused along the way. Hi, It's Adrithy from HubSpot and one of my favorite things about Service Hub is how easy it is to connect with other essential apps. This means your customer service team no longer needs to have 30 tabs open. I'm here to walk you through a couple apps that a ton of HubSpot service Hub customers use. The first app I want to talk about is Jira. Now Jira is an issue and project tracking software and a ton of product teams use this to track bugs, manage projects, and so much more. So by integrating HubSpot with Jira, your support teams can easily communicate with your product team without ever having to leave HubSpot. That's huge. Let's check out what it looks like. Now, once you have integrated HubSpot with the Jira app, the first thing that you'll be able to do is attach Jira issues to a ticket or contact or company record. So here I'm in a ticket record and on the right hand side you'll see a little card that says jira. First thing I want to note is that you can always drag and drop these. So I know my customer support reps are going to want to be able to see this JIRA sidebar prominently, so I'm going to just drag it to the top. Next, I can actually associate Jira issues straight from HubSpot. So here I just choose my Jira issue and I can also sync ticket notes and comments to this Jira issue so that my product team knows exactly what's happening within HubSpot. If this is a new issue, I can also create a new Jira issue directly from HubSpot if I'd like to. But for now I'm just going to attach this Jira issue and you'll see the status is there. Assignee reporter and if I click into actions I can remove the Jira issue if this is no longer necessary or I can stop syncing notes if the product team doesn't need to know anything more about this ticket. If I click View more, I'll just be able to see a couple more information from it and if I actually click into it, I'll be taken to Jira where I can see a little bit more about the issue. The first thing that you'll see is also the HubSpot linked tickets, so the product team can also have A good idea of how many tickets are associated with this single Jira. Something else that you can do with this app is create workflows from Jira events. So if I go to Automations and select workflows, I can create a workflow that says once the Jira issue status is closed, then HubSpot's actually going to send an email to the ticket owner saying hey, your Jira issue is closed. Go tell your customer the good news. So just because I'm not living in Jira or HubSpot 247 doesn't mean that I'm not going to get notified when my Jira issue is closed and my customer is going to get super happy. The final thing that I want to talk about is the ability to create reports in HubSpot associated with Jira issues. So right here I have a report saying how many tickets are part of a certain status and I can actually add a filter and say if the JIRA issue ID is known. Now I have a report that also takes into account how many of these tickets have Jira's associated with them. So the opportunities are really endless here. If you do have a support team that works out of HubSpot and a product team that works out of Jira, really, really consider integrating these two apps. Next up, I want to talk about aircall. Now Air Call is so useful for customer support teams to talk to customers. It really simplifies like the call routing and management. So a ton of customer support and even sales team will use this app. And with air call and HubSpot you're able to make calls via Air call in your HubSpot CRM. Once you have connected your aircall app with HubSpot, you are able to create own calls directly from HubSpot using air calls technology. So let's take a look. I am in a contact record and if I click Call I can actually call Zach directly from aircall. Now this might look a little familiar to you Air Call users. You can actually look at the history of all the folks who have tried to contact Zach in the past. The to do lists, if any messages have been sent and all of your teammates from here too. Maybe you need to add them in on the call for any reason. Now if we go back we can actually make the call and once the person has answered you have all the same options that you do in aircall. So of course you can start recording, you can put them on hold, all that good stuff. But you can also take notes on this person, add tags, even Assign the call out. Once you hang up, you'll be asked to create a tag for this. And once you exit out, you'll be able to see in the HubSpot timeline that a call has been made. Something that I love about the air call and HubSpot integration is that it works with workflows. So if we head on over to workflows, we can actually create some automation that says when a certain call is tagged as a discovery call, we can automatically enroll them in a sequence. This is a really slick automation that'll just put a lot less stress on your customer support or even sales reps. Finally, the last thing I want to mention is the ability to include Air Call calls in our HubSpot reports. So this is really, really useful if you do have quotas for your sales or customer support reps and if they are using Air Call, you can make sure that you're tracking all of that with HubSpot reporting. With Pendo, you're able to understand your user's behavior with your product. Now, by integrating HubSpot and Pendo, you can unlock that product usage from Pendo with the power of HubSpot CRM. And that'll let you personalize your outreach a bit better and just really understand your customers a little bit more. So in your Pendo account, when you're integrating the two, the first thing that you're going to need to do is map your contacts and companies in HubSpot to visitors and accounts in Pendo. So let's set up the HubSpot account sync first. So on this screen I'm going to select the HubSpot company properties to pull into Pendo. Right here I have time, last seen about us and first conversion date. But I can also add as many properties as I need to. And then on this screen I'm actually going to select the Pendo fields that I need to push to HubSpot since this is a bidirectional sync. So for the usage data I want to get in time spent on app and days active as well as the first and last visit. Now in HubSpot, what I can do with this information is I can filter my contacts based on these properties and I can also even add them to workflows and and add automation based on certain properties. So the connection between these two apps is really, really useful. With segment, you gain visibility into how users are interacting with your product and then you can map those leads, contacts and companies data back to HubSpot so you can use those insights to personalize your outreach. So this is what the mapping process is going to look like in Segment. So here in the screen under Mappings, you will configure the data mapping from your segment account to your HubSpot account. So on the left, this is all of your segment data, and then on the right, that's what it's going to do into HubSpot. So it's going to send a custom behavioral event over. And if you click through these dots, you can also edit the mapping and make sure that it's exactly how you want it, including what it's going to look like in HubSpot. And finally, let's talk about Zooper. Zooper is a field service management platform that streamlines all your scheduling, dispatching, invoicing, and more. So that means that with Zooper and HubSpot, you can create and schedule field service, order and appointments without even leaving HubSpot. Come on. Once I've connected the Zebra app with HubSpot, I can actually create and manage jobs directly from HubSpot. So I am in my tickets view right now and I'm actually going to click into this service request ticket. On the right hand side you'll see a little card that says Ticket Super Jobs. I'm going to click Create Job and fill out all the information that I need. So I'm going to choose a job category. And one of my favorite features is actually this assistant scheduling feature. I think it's so slick with this calendar view that I have access to right from HubSpot, I can also choose the parts that I need to put in any other details to make sure folks working in super also know the details of this ticket. Once I click Create Job, I'll be able to see all the information on this ticket sidebar. Now, one of the coolest features is that I can actually see super feedback within my HubSpot CRM. So if I click Advanced Filters and I add a filter for Super Job customer Feedback, I can actually see all of the Super Feedback once it comes in and action that feedback with HubSpot. Emails, sequences and other communications through HubSpot. So this is a really slick way to make sure that I'm communicating with my customers with the power of the CRM. All right guys, if you're as excited as me about all the opportunities connecting these apps that have SALT layout will bring you, what are you waiting for? If somehow this still isn't enough information to convince you, remember that G2 has crowned us as leaders in the small business, mid market and enterprise spaces. To check out more apps like this visit our newest collection in the App Marketplace, Essential Apps for Customer Service. And if you're looking for one platform that unifies all your tools, give HubSpot CRM a try. Click the links in our description to learn more.
