topic Can't sync SFDC Case Owner to HubSpot in Customer Feedback Tool

Can't sync SFDC Case Owner to HubSpot

ITremblay7 — Wed, 08 May 2024 15:03:40 GMT

Hi all,

I have the SalesForce integration set up and am syncing SFDC cases to HubSpot Tickets, but one important field is missing: Case Owner (SFDC). I'd like to map that field to the Ticket Owner property in HubSpot, but it isn't available. I don't see anything in HubSpot's documentation for this sync about it. Anyone encounter the same issue?

To save time, I did look at the field settings in SFDC and the Case Owner field is set to Editable for all user types, including System Integration. The only difference is that I couldn't set it to Required like most other fields are since for some reason that option is not available.

Any advice would help. Thanks!

Re: Can't sync SFDC Case Owner to HubSpot

PamCotton — Wed, 08 May 2024 23:23:39 GMT

Hey @ITremblay7, thank you for posting in our Community!

One thing to double-check is whether the Case Owner field is indeed being synced by the integration. Sometimes, certain fields might not be included in the default sync configuration, so you might need to manually add it to the mapping settings if that's the case.

If you've already checked that and it's still not working, it might be worth reaching out to our HubSpot support team directly. They might have insights into any limitations or specific configurations needed for this particular field mapping.

Kindly,

Pam

Re: Can't sync SFDC Case Owner to HubSpot

sethburnett — Fri, 24 May 2024 16:43:40 GMT

I'm getting the same issue. I don't even see Case Owner as a field that I can create a field mapping to.

Re: Can't sync SFDC Case Owner to HubSpot

Randy-John — Wed, 29 May 2024 09:51:36 GMT

I have configured the SalesForce integration to synchronize SFDC cases with HubSpot Tickets. However, I am unable to map the Case Owner (SFDC) field to the Ticket Owner property in HubSpot. Although the field is editable in SFDC, it is not mandatory. I would greatly appreciate any advice on this matter. Thank you!

Re: Can't sync SFDC Case Owner to HubSpot

PamCotton — Thu, 26 Sep 2024 14:15:52 GMT

Hey @Randy-John and @sethburnett, It sounds like you’re facing an issue with mapping the SFDC Case Owner to HubSpot's Ticket Owner. This could be due to the Case Owner field not being supported for sync in HubSpot, or there may be a permission issue in Salesforce. Double-check if the Case Owner field is available in the field mapping settings within HubSpot’s integration setup. If it's not available, you might need to create a custom field in HubSpot or Salesforce to work around it.

Kindly,

Pam

Re: Can't sync SFDC Case Owner to HubSpot

katherineladue — Thu, 03 Oct 2024 21:03:25 GMT

Hi! Did yall ever figure out a workaround for this or get in touch with support about it?