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Support Escalation process from Hubspot to JSM

Chase Riemer

Currently our business has a first line support department that handles tickets from direct customers within Hubspot. Our second line is a bit more complex since they have a different set of direct customer + manage the escalations from the first line team. The direct customers for 2nd line are handled in JSM. The escalations from first line are handled in Husbpot.

I'd like for second line to strictly work within JSM and allow for cross platform communcation between Hubspot and JSM.

Ideally, when first line needs to escalate, they change a property which triggers a ticket in JSM (easy), but I'm more concerned with the collaboration aspect so we can keep both teams in their respective platforms (1st line = Hubspot and 2nd line = JSM).

Does anyone have any experience with the cross platform collaboration for real time updates of communication from Hubspot -> JSM or vice versa?

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John Funk

Hi Chase,

I have not done a direct integration between the two products before, but there are many connector apps in the Atlassian Marketplace to assist with that, such as Elements Connect and Getint.

Also, this is guidance from Hubspot itself: https://knowledge.hubspot.com/integrations/install-and-use-hubspots-integration-with-jira

Etienne Frère_Elements

Hi @Chase Riemer ,

I’m Etienne from Elements-apps (we build Elements Connect), and as mentioned by @John Funk, our apps can help you to keep both teams on their platforms.

In your case, you’ll indeed rely on an integration or automation to create the JSM ticket when first line changes the escalation property in HubSpot (HubSpot → Jira/JSM). Where Elements Connect really helps is making sure 2nd line can stay 100% in JSM while still seeing live HubSpot context for that escalated ticket. It connects Jira to HubSpot via REST API and displays up-to-date CRM data directly inside the JSM issue, so your agents don’t have to open HubSpot at all.

First line continues to work fully in HubSpot: they talk to the customer, update properties, add notes… Every time a 2nd-line agent opens the linked JSM ticket, Elements Connect calls HubSpot’s API in real time and refreshes the data shown in Jira (for example, HubSpot ticket status, priority, owner, key properties about the customer and account).

How to make the configuration of Elements Connect for the 2nd line:

First, make sure your HubSpot → JSM automation sends the HubSpot identifiers into custom fields on the JSM ticket when an escalation happens (for example the HubSpot ticket ID, contact ID, or company ID). These values will be used by Elements Connect as query parameters.

Second, in Elements Connect Cloud, configure HubSpot as a REST API datasource (using a HubSpot private app token with read scopes for the objects you need). This is done once by a Jira admin from the Elements Connect “Datasources” screen.

Third, create one or more connected custom Fields that call the relevant HubSpot endpoints (tickets, contacts, companies, deals), filter on the ID coming from the JSM field, and choose which properties to display to agents (customer name, email, ticket status, escalation flags, deal amount, etc.). Then associate these connected custom fields with the JSM used by your 2nd-line project so that, whenever they open an escalated ticket, they instantly see the HubSpot panel with the latest information pulled live from HubSpot.

Elements Connect has a free trial of 30 days (and stay free under 10 users) so don't hesitate to give it a try !

Chase Riemer

Thanks John!

Chase Riemer

Thanks for the information! I will look into Elements and see if this fits what we're looking for. So far so good.

My biggest concern is how communication from Hubspot -> JSM (and vice versa) will work between the agents. In our case, when first line escalates to second line, a note is created with a list of information regarding the issue. Communication between 1st and 2nd line happens within the comments of that specific "escalation" note.

If 1st line comments on the note in Hubspot, then it triggers API to add/create a comment on the JSM issue and vice versa. It feels complicated at the moment, but I'm still investigating options to make this set-up work. Another vision could be via conversations /HelpDesk is Hubspot where the conversation there mimics comments in the JSM issue.

Thanks for the suggestion! I appreciate your help.

John Funk

You are welcome! If that answered it for you, can you please click the Accept Answer button for me so we can close this one out? Thanks!

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