topic Service Form not syncing properly with Smartsheets integration in HubSpot Native Apps

Service Form not syncing properly with Smartsheets integration

DParibello — Fri, 19 Sep 2025 23:42:21 GMT

I connected Smartsheets to my Help Desk board and have gotten it to sync <--> between hubspot and smartsheets. I also have a form that I created through hubspot where I'm asking customers to provide 4 or 5 bits of data that will then create and autopopulate a ticket in hubspot and then gets sycned to my Smartsheet.

There is one data point that is not syncing when a ticket is created by the form. I have two product lines and am using a simple dropdown menu to select the product. The ticket in hubspot shows the proper product in the Conversation section, I have connected the data point in the form to the correct column in smartsheets (which uses a radio button style input), however I cannot get that column in smartsheet to sync with the hubspot form input.

Any help or suggestions?

As an aside, the details my team includes in a ticket they create directly in Smartsheets don't seem to be visible in hubspot. I'm not overly concerned about that since we're using Smartsheets to track things, but thought I'd include that in case it's related to the issue above.

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Mon, 22 Sep 2025 08:57:48 GMT

Hi @DParibello and welcome, we are so glad to see you here! 🤗

Great question, thanks for asking the HubSpot Community!

I understand that one data point (the product selection from a dropdown in the HubSpot form) is not syncing properly to the corresponding column (with radio button input) in Smartsheet. Please let me know if that's not the case.

Can you confirm, which way do you want to have the sync? Is it:
1. Both ways
2. From HubSpot to Smartsheet
3. From Smartsheet to HubSpot

Also, what you are trying to sync is a custom property, right?
Is it from a custom HubSpot object or a native HubSpot object?

For information, here is the "Smartsheet" documentation that might help you.

I'd love to put you in touch with our Top Experts and Community Members who also use this integration: Hi @HubDoPete, @RPaulsen, @IFarafonov and @Bryantworks do you have suggestions to help @DParibello, please?

Have a wonderful day and thanks so much!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Mon, 22 Sep 2025 17:37:07 GMT

Ideally, I'd like the sync to go both ways, however if that's going to cause a problem then I at least need it to go Hubspot --> Smartsheets

This is how it's setup in Hubspot on the form:

Property:

Product Name

Object type:

Ticket

Field type:

Dropdown

Internal name:

product_name2

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Tue, 30 Sep 2025 14:06:46 GMT

Hi @DParibello and thank you for outlining your setup and preferences so clearly!

Based on your description, it sounds like it’s most important for your 'Product Name' (on the Ticket object, using the internal name product_name2) to reliably sync from HubSpot to Smartsheet.

Did you check the following, please?

- Integration Settings: Double-check how the field mapping is set up in your HubSpot–Smartsheet integration. Make sure "product_name2" is mapped to the correct destination column in Smartsheet.

- Dropdown Field Compatibility: Sometimes, dropdown fields can cause sync issues if the values in HubSpot don't exactly match the acceptable options in Smartsheet.
Confirm that the choices line up on both sides.

- Sync Direction: Ensure it's set to at least push data from HubSpot to Smartsheet.

Also, let's consult with other Top Experts: Hi @karstenkoehler, @eburnaman and @franksteiner79 do you have other suggestions to help @DParibello, please?

Thanks and have a great day!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Tue, 30 Sep 2025 16:00:40 GMT

I believe I found the issue. I noticed in the property configuration list it has several of my properties as only being synced Smartsheets --> Hubspot. When I try to set it to go both ways (or Hubspot --> Smartsheet) I cannot do it - says the property can only be mapped Smartsheet --> Hubspot. See images...

Any ideas how to resolve that? I'm guessing it has to do with some sort of attribute associated with the properties I'm using, but not sure how to identify the main issue and fix.

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Wed, 01 Oct 2025 07:33:03 GMT

Hi @DParibello, and thanks for the screenshots and details, this helps a lot!

Can you please confirm which object type in HubSpot the "product name" property is?

I believe it's an invoice type of property but just would like to confirm.

I can see on this documentation that for invoices properties, it indeed, only goes 1 way from Sheets to HubSpot.

So that would be expected.

If you want a both way sync, you'll need to create a custom property from another object type in HubSpot. For example, deals or companies.

I understand it's not exactly what you were looking for but I hope it helps in some way.

Thanks and have a great day!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Wed, 01 Oct 2025 20:45:32 GMT

The object type in Hubspot/the form is Ticket. I had set this form up via the Service Help Desk page, which I believe may default to Object types being "Tickets". I could change it so I get the 2-way sync, but will that affect anything else in Hubspot?

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Thu, 02 Oct 2025 09:29:09 GMT

Hi @DParibello and thank you for the follow-up and for clarifying that your form is connected to the Tickets object via the Service Help Desk.

In the documentation I can see that for Ticket properties, you should be able to have a 2 way sync.

Can you please double check and see if the property (and the internal name of the property) you are trying to map is indeed the ticket object one?
There might be a custom property with the same name in another object?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.

Just for information, to confirm the object type, you can also either:

- look in the Settings > then under "Data Management", click on "Properties". There you can search for the property and see in which object it is
- or edit the form, and on the form, you'll see green labels on each property, indicating which type of object the property is from

To reply to your question regarding changing from 1 way sync to a 2-way sync: if you change the mapping to achieve 2-way sync with Smartsheets, it can have implications on:

1. Data Conflicts and Overwrites
- Bidirectional changes: When both systems can update each other, there's a real risk of conflicts if the same field is changed in both apps before the next sync. Without a proper conflict resolution strategy, recent changes can get overwritten, causing data loss or confusion.
- Looping updates: Insufficiently careful setups can result in infinite update loops where each system keeps overwriting the other's changes in a cycle, consuming API resources and muddying your records.

2. Conflict Resolution
- Who wins? You need to decide whose change has priority when a data conflict occurs (newest timestamp, or system-of-record logic).
- Merge complexity: Some dedicated 2-way sync tools have built-in logic to handle these issues automatically, but DIY solutions require complex logic to avoid problems .

3. System Integrity and Data Structure
- Identify records reliably: Use unique record IDs (like a “SmartsheetID” field) in both systems so records match up correctly for updates to prevent duplicate or mismatched data .
- Schema alignment: Both systems must have matching structures (fields/columns) for a successful sync. Mismatches can lead to skipped updates or errors.

4. Increased Maintenance and Monitoring
- Ongoing monitoring: With two-way sync, you must vigilantly monitor for sync errors, API usage, and data mismatches.
- Troubleshooting: Resolving sync issues can be more complex, especially if you have custom business rules, automations, or workflow dependencies in either system.

5. Permission and Security Risks
- Broader data exposure: Changes made by users in either system will propagate, so be aware of who has edit rights in both tools. Unexpected or unauthorized changes may now travel in both directions.

Best Practice Tips:

- Test extensively in a sandbox before going live.
- Set up alerts for sync failures or conflicts.
- Document your field mapping and sync rules clearly.
- Ensure you have a strong backup or export of important data before enabling two-way sync.

I'd love to consult with our Top Experts: Hi @johnelmer, @GreyHamilton and @danmoyle, do you have other suggestions or best practices to help @DParibello, please?

Have a lovely day and thanks so much!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

RubenBurdin — Sun, 05 Oct 2025 20:04:38 GMT

Hi @DParibello

This one’s a bit tricky but the behavior you’re seeing is normal. Smartsheet’s integration treats certain HubSpot properties, especially dropdowns tied to internal product lists as one-way only when they’re linked to form submissions.

The field might look like it’s syncing under “Tickets,” but if it’s mapped to a Smartsheet column that uses radio buttons or limited-choice inputs, HubSpot can’t push values back.

The API treats those as read-only from the external system. You can double-check the property’s mapping type by going to Settings > Integrations > Connected Apps > Smartsheet > Mappings, and confirming whether the field direction is “Bidirectional” or “Smartsheet → HubSpot only”

(https://ecosystem.hubspot.com/marketplace/listing/smartsheet-data-sync )

If you need HubSpot to send that dropdown value through, create a custom ticket property of type “Single-line text” or “Dropdown select” under Settings > Data Management > Properties, then reconnect that property in the Smartsheet mapping. HubSpot will treat that as a standard updatable field and allow HubSpot > Smartsheet sync (https://knowledge.hubspot.com/properties/create-and-edit-properties )

If keeping both systems aligned without losing data directionality becomes the bigger issue, Stacksync handles that logic automatically, it keeps HubSpot and Smartsheet (or any source) mirrored in real time, so every field stays consistent as changes happen.

Hope this helps.

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Tue, 07 Oct 2025 23:26:17 GMT

@RubenBurdin thanks for the detailed steps and insights. I followed what you said and found that I had already set my (previous/original) ticket property as you suggested.

I created a 2nd one (see attached) based on your instructions. The only difference I can see is that my original property only had 2 options whereas my smartsheet cell uses 3 options - I added all 3 options in the 2nd property I made. Could this be the reason for not syncing properly?

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Tue, 14 Oct 2025 22:47:03 GMT

@RubenBurdin just wanted to bump this up to see if you had any additional thoughts or insights.

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Wed, 15 Oct 2025 06:52:42 GMT

Hi @DParibello and thanks for getting back to us!

Can you please confirm if you have added 3 options in the 2nd property? If yes, does the sync work?

Thanks @RubenBurdin for the help! Do you have other suggestions to help @DParibello, please?

Have a great day and thanks so much!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Wed, 15 Oct 2025 21:42:12 GMT

@BérangèreL

Yes, all 3 options were added to the 2nd property (see picture).

In my Smartsheet settings it still only shows as being allowed to sync 1-way (Smartsheets --> hubspot) (see picture).

Not surprisingly and based on the 1-way sync message, my smartsheet doesn't update (see picture).

Re: Service Form not syncing properly with Smartsheets integration

BérangèreL — Thu, 16 Oct 2025 09:00:43 GMT

Hi @DParibello, thanks for getting back to us.

Can you please go through this article "Understand your data sync field mappings" and double check that everything is mapped accordingly.

For example, I see that in HubSpot you are using a dropdown menu. Can you please confirm that in Smartsheet it is indeed a picklist type of property for "project"?

Also, I'd love to consult with our Top Experts: Hi @Anton, @sylvain_tirreau and @SteveHTM do you have other suggestions to help @DParibello, please?

Have a great day and thanks so much!
Bérangère

Re: Service Form not syncing properly with Smartsheets integration

sylvain_tirreau — Fri, 17 Oct 2025 09:33:49 GMT

Hi @DParibello,

The answer from @RubenBurdin is the most likely one. Have you tried duplicating the value in a standard Ticket property (text or "basic" dropdown, not related to product objects), then mapping that property to a compatible Smartsheet column (dropdown/text)?

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Fri, 17 Oct 2025 23:30:45 GMT

@sylvain_tirreau I followed the steps that @RubenBurdin suggested, but I'm unclear on the details you provided. What do you mean by a "standard" ticket property? I've included screenshots of how I've been trying to create the property and created it as a Ticket. How do I know if it's "standard"? What other options are there? My smartsheet property is a dropdown field as well. Any clarity you can provide is much appreciated.

Re: Service Form not syncing properly with Smartsheets integration

sylvain_tirreau — Sat, 18 Oct 2025 07:57:19 GMT

@DParibello Standard property is just a property not related to product object. Since the restriction is placed on products, your property must not be associated with the products (it must be text independent of the product object).

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Mon, 20 Oct 2025 20:25:00 GMT

@sylvain_tirreau would it be possible to share some screen shots of what you're referring to? Or do you happen to know of a tutorial that might be out there that I can work through?

Re: Service Form not syncing properly with Smartsheets integration

sylvain_tirreau — Tue, 21 Oct 2025 07:48:53 GMT

@DParibello You need to create a property (for example a drop-down list) that is not in the Product object (create it in the Ticket object for example). This property will be used for synchronization, and it is this one that will receive the value to synchronize. It is not in the Product object, and therefore it can be bidirectionally synchronized. If you need to link this property with another property of the Product object (which is your case, I think, because you are talking about product lines that are, I suppose, stored in the Product object of your Hubspot CRM), do it with a workflow (for example, put a trigger on the modification of the property in the Product object and will update the sister property automatically with the new value when it changes - that is to say when you modify your product). Create as many properties as you need (I suppose that this can correspond to your product lines).

To summarize, you create a mirror property to a property of the Product object in an object (Ticket) which synchronizes bidirectionally (a standard field* of tickets for example)

This isn't a perfect answer (it will impact workflows in Hubspot), but we would need to have all your logic and work processes in front of us (which we don't have here) to be able to give you a tailor-made solution.

_____

* A standard field is a field that is not linked to a Hubspot mechanism (products are linked to Hubspot product management mechanisms). Generally, all properties that you create and that are not linked to anything (except via a workflow that populates or monitors the property) are standard properties. The idea is that no mechanism other than a workflow that you create comes to "automatically" manage the property, otherwise it is protected from modifications.

Re: Service Form not syncing properly with Smartsheets integration

DParibello — Tue, 21 Oct 2025 15:51:06 GMT

@sylvain_tirreau thanks for the detailed reply. @RubenBurdin suggested the same steps, which I followed and it's still not allowing the 2-way sync. I've also disconnected and reconnected things to see if that resolves things.

I previously shared some screenshots to make sure I'm not missing anything (see the attached screenshots here as well). I created a custom property, made it a Ticket object type, and selected a Dropdown select field type.

As far as I know, I have not created or connected this Ticket object to any product objects and I believe my workflow is pretty basic. The form I've created is very basic too - only collecting 4 data fields. The workflow is as follows:

Complete Form > ticket info captured in hubspot by default settings <> sync connected form properties with smartsheets

The properties I'm collecting are:

1) Property: Product; Object type: Ticket; Field type: Dropdown

2) Property: Email; Object type: Contact; Field type: Single-line text

3) Property: Ticket name; Object type: Ticket; Field type: Single-line text

4) Property: TIcket Description; Object type: Ticket; Field type: Multi-line text