Support conversations go better when the team member knows who they’re talking to. Gladly’s HubSpot integration surfaces the Customer’s HubSpot CRM record directly on the Gladly Customer Profile, their Contact details and their support tickets, matched automatically by email, so team members get full CRM context without leaving the Conversation.
HubSpot Contact and Tickets cards
Key benefits
Know who the customer is, instantly
The HubSpot Contact card shows the customer’s name, email, phone, company, job title, lifecycle stage, lead status, and contact owner – live from HubSpot, matched automatically by the email addresses already on the Gladly Customer Profile. No searching, no tab-switching.
See the customer’s support history
The HubSpot Tickets card lists the customer’s most recent HubSpot tickets, newest first, with subject, status, priority, pipeline, and description – so “any update on my ticket?” is answered from the card, not from another system.
Deep links that just work
Every card links straight to the full contact and ticket records in HubSpot. The links resolve automatically from the connected HubSpot account – no portal ID or data region to look up or configure.
Read-only by design
The app never writes to HubSpot: it creates nothing and updates nothing. Connecting it is safe for the CRM by construction.
Supported features
The HubSpot App Platform integration is available in the following areas of Gladly:
Gladly Team
The HubSpot Contact and HubSpot Tickets cards are available on the Customer Profile. When a team member opens a Conversation, the cards match the Customer by email and render the live HubSpot contact record and its tickets alongside the Conversation.
HubSpot is connected with OAuth in a single step – there are no API keys, client IDs, or portal IDs to copy, and no command-line tools are required at any point.
Details
What data can you access
HubSpot Contact card
Name, email, and phone
Company and job title
Lifecycle stage and lead status
Contact owner (the HubSpot user assigned to the contact) and their email
City, state, country, and website
The dates the record was created and last updated
A link to the contact record in HubSpot
Any additional HubSpot contact properties the administrator chooses to show, each with an optional custom display label
HubSpot Tickets card
The contact’s most recent tickets, newest first (5 by default, configurable up to 25)
Subject, created date, and status – with the status shown as the readable pipeline-stage label, not an internal ID
Priority, category, and pipeline
Last updated date and the ticket’s description
A link to the full ticket record in HubSpot
How does customer matching work?
The app looks up the HubSpot contact by email. Every email address on the Gladly Customer Profile – the primary address and any others – is matched against both HubSpot’s primary email property and its additional emails property, in a single search. A Customer with no email address on their profile simply gets no HubSpot lookup, and a Customer with no matching HubSpot contact gets empty cards – never an error.
Key use cases
1. Answer “any update on my ticket?” from the card
Use case: A Customer asks about the status of a ticket they filed with support.
How it works: The team member reads the ticket’s status, priority, and latest activity straight off the HubSpot Tickets card – and can open the full record in HubSpot in one click if they need the complete history.
Business impact: Ticket-status questions are answered in the first reply, without the team member leaving the Conversation or the Customer repeating details.
2. Know whether you’re talking to a lead or a customer
Use case: A team member wants to tailor their response based on the relationship – is this a prospect, a new customer, or a long-standing account, and who owns it?
How it works: The HubSpot Contact card shows the lifecycle stage, lead status, and contact owner directly on the profile, so the team member sees the relationship at a glance and knows who in the organization to loop in.
Business impact: Conversations are handled with the right context and routed to the right owner, protecting sales relationships and customer trust.
3. Get the full picture before replying
Use case: A team member needs a customer’s company, role, or location for context before continuing a conversation.
How it works: Company, job title, city, state, country, and website render on the Contact card automatically – and administrators can add any further HubSpot contact properties the team relies on, labeled the way the team knows them.
Business impact: Every reply is informed by the CRM without the cost of switching tools, keeping handle times down and answers personal.