The Unified Workflow (1/5): Give Your Service Desk Full HubSpot Context Inside JSM

[#1]

---

TL;DR

• Challenge: Service agents lack customer context (like VIP status or deal size) when triaging tickets.

• Solution: Display live HubSpot CRM data directly on the Jira ticket.

• Benefit: Prioritize tickets based on real business value, not just the queue order.

• Products: Jira Service Management, HubSpot, HubSpot CRM Integration for Jira

---

Is your Service Desk sometimes flying blind?

Meet Ann, a Service Desk agent. She receives a ticket about a new feature. Who submitted it? A user on a free trial, or a VIP client about to sign a $50,000 renewal? Without this information, Ann can't properly prioritize.

This challenge is solved by having full CRM visibility directly within Jira Service Management. Here’s how to achieve this with our app, HubSpot CRM Integration for Jira.

Step 1: Enable the HubSpot Panel in Your JSM Project

After installing the app, go to your global settings, find the "HubSpot CRM Integration" section, and ensure the "HubSpot Details Panel" option is enabled in your service project. In the Projects tab, you can select projects or enable this panel globally across all projects.

Step 2: Open a Ticket and See the Context

As soon as a customer who exists in your HubSpot creates a ticket, the panel on the right side will automatically populate with contact details, company information, and active deals. These displayed properties can be also configured in the global settings.

Empower your service agents by giving them the full business context on every ticket. Here, the HubSpot panel in agent’s view instantly shows that the request is tied to a high-value, active deal, allowing for immediate prioritization—no context switching required.

The result?

In 5 seconds, Ann knows the ticket is from a VIP client. She can immediately give it the highest priority and escalate it, keeping the customer informed.

✨✨✨✨✨

This is just one of five steps in a fully integrated workflow. Want to see how Ann seamlessly hands this ticket off to the development and product teams?

Join our free webinar to see it all live!

Register here 👉 https://streamyard.com/watch/wYx99YKZ8FaK

[Ola Sokolowska_Appsvio_]

Can't wait for the webinar to explore this topic even more!

[Christopher Skoropada _Appsvio_]

Great article, @Kate Pawlak _Appsvio_ ! I appreciate the detailed explanation of the unified workflow and how it integrates HubSpot with Service Desk. This approach can really streamline processes and improve efficiency. Thanks for sharing your insights!

[Kate Pawlak _Appsvio_]

A quick update on our "Unified Workflow" series!

In Part 1, we saw an agent escalate a feature request from a Premium customer. So, what happens next?

Part 2 is now live! It shows how the Product Team uses that context from HubSpot to build a data-driven backlog in Jira Product Discovery.

You can continue the story right here: https://community.atlassian.com/forums/App-Central-articles/The-Unified-Workflow-2-5-How-to-Prioritize-Your-Jira-Backlog/ba-p/3090549