Hubspot + Document360

Many organizations around the world need a business automation tool that allows business promotions and manages marketing efforts by controlling sales processes. One such platform is Hubspot, leading inbound marketing, sales, CRM, and customer success growth stack.

Use-Case

You have chosen Document360 as your Knowledge base platform. You are using Hubspot for managing your customer support tickets. There is a need that when a new support ticket is created in Hubspot, then an automated task should check whether their internal knowledge base holds any related article to resolve that support ticket; Otherwise, a new knowledge base article is to be created to fix the knowledge gap.

Currently, there is no direct integration option available between Hubspot and Document360 from either of the platforms.

Workaround

As a workaround, you can use Zapier integration to bridge this gap. By connecting Hubspot and Document360 on Zapier, you can easily facilitate the content flow between these platforms.

Ensure that you have logged into your Zapier account.

Go to the URL https://zapier.com/apps/document360/integrations/hubspot/681295/find-create-and-update-document360-documents-from-new-hubspot-tickets

Click the Try this template button. In the following window, click the Get started button

Connecting Hubspot and Document360 in Zapier

Step 1 - Connect Hubspot

1. Click on the Sign in to Hubspot button and key in your credentials on the new access window. Then choose your Hubspot account. Click on the Connect App button

2. Click on the Continue button
3. In the Set up trigger, choose any additional properties from Hubspot you wish to retrieve and this can be included in your Document360 article; Click on the Continue button

4. Click on the Test trigger button
5. If the trigger is successful, you will get a message saying "We found a ticket". Click on the Continue button
   

Step 2 – Connect Document360

1. Click on the Sign in to Document360 button, and enter the Zapier API token key

2. Head back to the pop-up window, paste the API token in the field, and click on Yes, continue

3. Click on Continue

Step 3 - Customize Zap

1. Select the action you want to perform on the incoming Hubspot ticket in Document360. Choose the Create a document option as we wish to create a new document if the relevant information does not exist in the knowledge base.

2. You may choose other options depending upon your business requirements.
3. Map the required fields from Hubspot into Document360

4. By default, the Zap template would be
   • Ticket name → Title in Document360
   • Ticket description → Content in Document360
5. However, you have a plethora of other options to choose from (depending upon your business requirements)
6. Choose the article location:
   • Version - Choose the desired version in the knowledge base project, you want the article to be appended
   • Language - Choose the desired language in the selected version, you want the article to be appended
   • Article - Choose the desired article, you want to append
7. Click on the Continue button
8. Click on the Test & Continue button
9. If the test is successful, you will get a message saying "Test was successful". Click on the Continue button
   

Step 4 – Turn on Zap

After a successful test message, Click the on toggle button to turn on the zap.

You can click on the Zapier icon on the top left to go to your Hubspot+Document360 Zap overview page.

Zap runs

Whenever a new ticket is created in Hubspot, zaps runs automatically to create an article in Document360.