Allowing a customer to integrate with our ticket system

[ASkogly]

Hi,

This is my first time using this forum, but as i was unable to find a solution elsewhere i figured i would ask here.

We are looking to allow one of our customers to integrate towards our HubSpot ticket system to allow them to create tickets for their company. Currently we have an SLI that forces us to react within a short timespan to any issues our customer may have.

We currently have a setup where our customer can send an email to our support email. It is then picked up by an email rule, which forwards it to the HubSpot CRM.

We would like to use a HubSpot API or similar instead, to allow the customer to create these tickets themselves. However, i am worried giving API access would allow them to also pull ticket data for other tickets?

[noahhendricks]

Hey @ASkogly,

The simplest option would be to use a Customer Portal, which is a Service Hub Pro or Ent product. This will allow them to log into the portal, submit a ticket, manage their tickets, and view the current status of each one.

If that's not included in your subscription, you might be able to accomplish this with Zapier, webhooks, or a custom integration.

[Josh · Accepted solution]

Hi @ASkogly,

Can you clarify why the creation of the ticket doesn't take place directly through a HubSpot form or connected email to the Help Desk? The form would allow your customers to create a ticket directly without the need to email, or alternatively the email could also queue up the ticket.

If you utilize the Customer Portal your customers could also see the status of the ticket and respond accordingly from there. 

This would also allow you to use the native SLA tools to track response and resolution time in accordance with the SLI you mentioned.

If there's a reason that tickets are going to be created elsewhere and then added to HubSpot, I would have some concerns about API access as the Private App scope would be defined for ticket access generally, not only tickets associated with their company.

Josh