topic Re: Zendesk and Help Desk Integration in Third-Party Apps

Zendesk and Help Desk Integration

EmilyT — Fri, 21 Mar 2025 21:45:48 GMT

Hello! We are working on migrating from Zendesk to Help Desk. We are having some trouble getting ticket replies in Zendesk to sync to HubSpot Help Desk. We have integrations on both end set up in hopes to get ticket data to sync over to Help Desk.

The problem we are having is that we are getting duplicate tickets (makes sense because 1 is being made via the integration and 1 is being made through our connected channel); however, the ticket being made through the integration says "There are no conversations on this ticket" and also has the email that opened the ticket in the description property. The duplicate shows up as it should with an email coming in to create the ticket.

Neither ticket shows any replies that are sent through Zendesk. Can anyone help troubleshoot why we aren't able to see any replies that are sent from Zendesk?

Or does anyone have any suggestions to get historical ticket data from Zendesk into contact cards in HubSpot so that we can transition to Help Desk without losing all of the historical information and communication that we have?

Re: Zendesk and Help Desk Integration

BérangèreL — Mon, 24 Mar 2025 09:24:31 GMT

Hi @EmilyT and welcome, it's lovely to see you here! 🤗

Great question, thanks for asking the HubSpot Community!

I have found for you the solutions from @danmoyle and @HanaHuyenNguyen on this post "Migration from Zendesk to Service Hub Best Practices" that might help you!

Also, the solutions from @AReds and @john-barnaby on this post "Import Zendesk tickets with new Service Hub" might be of interest.

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @danmoyle, @HubDoPete, @HBauer4, @pasinikkanen, @bendonahower do you have suggestions to help @EmilyT get historical ticket information from Zendesk into HubSpot, please?

Have a beautiful day and thanks so much in advance for your help! ❤️

Warmly,
Bérangère

Re: Zendesk and Help Desk Integration

Natalie-T — Tue, 25 Mar 2025 11:48:10 GMT

Hi @EmilyT ,

The issue you’re seeing—duplicate tickets and missing replies—can often happen when multiple integrations are active at once. One ticket is likely being created by your integration, and another by your connected channel, which explains the duplicates. The missing conversations suggest the integration isn't pulling in the full thread history.

If your goal is to move historical data from Zendesk to HubSpot Help Desk, a one-time migration may be a better fit than syncing tools.

With Help Desk Migration (https://ecosystem.hubspot.com/marketplace/apps/help-desk-migration), you can transfer:

-Tickets with full conversation history

-Contacts, organizations, and agents

-Public and private notes

-Attachments, tags, and custom fields

-Key metadata like comment authors and timestamps

This ensures historical tickets—including replies—are preserved and linked to the right HubSpot contact records, as long as the emails match.

To avoid duplicates and incomplete data, we recommend pausing the sync and using a structured migration instead. You can test it with a demo before committing.

Re: Zendesk and Help Desk Integration

danmoyle — Tue, 25 Mar 2025 12:41:46 GMT

Hey there @EmilyT and welcome to the Community! I think you've got some great resources from @BérangèreL below, and solid insight from @Natalie-T as well.

Here's a little more help, too.

Resolving Duplicate Tickets: I've seen the duplicate tickets issue before because one ticket is created through the integration and another through your connected channel. If it were me, I'd first pause the integration to prevent duplicate tickets while troubleshooting. then I'd set up HubSpot automation rules to identify and merge duplicate tickets based on email addresses, subject lines, or other unique identifiers. Finally I'd adjust my Zendesk triggers to avoid creating unnecessary duplicate tickets.

Missing Replies in HubSpot: Missing replies flags for me that the integration isn't pulling the full conversation history. I'd start with settings verification to check that all required triggers and webhooks in Zendesk are correctly configured to send ticket updates (replies) to HubSpot. Make sure the "Zendesk" checkbox is selected in HubSpot's activity filters for contacts. Then I'd test the integration by sending a test ticket and reply in Zendesk to confirm if replies sync correctly. If not, I'd first reauthorize the integration or reinstall it, then contact HubSpot Support.

To ensure smooth operation after migration, be sure to train your team to identify duplicates and manage tickets effectively in HubSpot. Also, you'll want to check logs regularly for errors or missed syncs.

I'd also look into custom workflows in HubSpot to automate ticket assignments and notifications for better management. Hopefully this helps along with the other great resources from others!