Hubspot / Intercom Sync

[underham]

 To start with, Hubspot is telling me to ask Intercom for help, and Intercom tells me they can’t do anything and to ask Hubspot.

I am trying to sync new companies created in Hubspot to Intercom. In Hubspot, for some reason I have two integrations (this may be problematic, I don’t know).

The “Built by Intercom” Intercom integration won’t let me edit anything.

The “Built by Hubspot” integration is editable. When I configure it, it says that thousaands of companies are in sync, a handful are failed, and a handful are excluded (this is expected). In Intercom I have only a few dozen companies in my contacts section (this is unexpected). When I look further, I see specific companies and see that the system thinks they are indeed synced. I look for those specific companies and do not find them. To summarize so far, the Hubspot integration tells me everything looks great, but in Intercom, I don’t see the companies.

To make matters more complicated, but to provide another hint at the problem, I have a Zapier set up to trigger when a new company is created in Intercom. Weirdly, it is getting triggered whenever a new company is created in hubspot (i.e. that company is briefly showing up in Intercom, so it seems) but then erroring that it cannot find that company (as if it is immediately getting archived/deleted)

Please help!

[Lucila-Andimol · Accepted solution]

Hey @underham 

lets begin by saying that having 3 apps doing similar actions is redundant and for sure it will lead to problems in the information, so you need to choose the source of truth.

The second thing I'd advise is to check if its a permits issue with Intercom why you are not seing companies created there, this is a very frequent problem.

Then I'd suggest to turn off the Integrations that not working and just leave one on. (The Built by HubSpot is better in general because its a two way sync, works perfectly for contacts and companies and if you need advance mapping you can do this with Operations Hub).

Hope this helps

[AngelaNardozzi]

Generally agree but the one core functionality of Built by Intercom that I would hope to keep is the push from Intercom to Hubspot for support interactions and updates. For Sales team members working with existing customers, this is helpful context about any issues they've experienced recently. Is that a use case you had to solve for by only using the Built by Hubspot integration?

[james-portant]

Hey @underham,

I had the same issue and just custom built it in Zapier in the end. Hopefully someone else has a better solution.
It's actually making us consider dropping intercom completely. How do you split what you use from each tool, because there is quite a bot of overlap?
Cheers,
James