Is there a way to triage service desk issues to a queue based on a customers' location?

Question

We are using HubSpot CRM.

We are a global company with 3 distinct regions (USA, UK and AUS).

We need to reroute tickets the appropriate team based on a customers region (stored in HS).

We are interested in having 1 service desk project with 3 region based queue.

Please advise

Jack Brickey · Answer

You would need to develop this using the APIs between the two apps. Here is a link to the Jira developer page - https://developer.atlassian.com/cloud/jira/software/

also, a quick google yielded this - automate.io-hubspot-jira

Mary Malin · Answer

Yes thanks. We've already actioned that page.

Can you recommend at way for us "to pull the data from the CRM based upon the user and include in a custom field in JIRA" at the time of ticket creation?

Jack Brickey · Answer

Correct that solution only would work with portal/forms. I don’t use Hubspot but would have to imagine you would need to be able to pull the data from the CRM based upon the user and include in a custom field so that the JQL defining the queue could resolve the region.

i did find this page which might prove useful to you - activate-your-jira-cloud-integration-for-hubspot/?