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Why a Kixie and HubSpot Integration is Crucial for Customer Support
High-quality customer support is essential for retention and growth. A major challenge for support and success teams is fragmented customer data, where information is scattered across different systems. This makes it difficult to get a unified view of customer interactions, hindering quick and personalized responses.
While HubSpot is a powerful CRM for managing customer relationships, businesses often use other systems for things like invoicing or support. Even with out-of-the-box solutions, these systems rarely meet 100% of a business’s specific needs. This is where the Kixie and HubSpot integration provides a powerful solution, extending its value far beyond sales to comprehensive customer service. By unifying call and SMS data directly within HubSpot, Kixie helps businesses overcome data fragmentation and scale their support operations.
Does Kixie integrate with HubSpot Tickets?
Yes—natively and bi-directionally. The one-click integration between Kixie and HubSpot ensures that data flows effortlessly between both platforms. Every inbound and outbound call, voicemail, and SMS is automatically logged to the correct Ticket, Contact, Company, and Deal record in real time. This automatic logging enriches customer profiles with a complete communication history, so your CRM data remains trustworthy without any manual entry.
How to Automatically Create HubSpot Tickets from Missed Calls or Texts
You can use a simple webhook and HubSpot workflow to ensure no customer inquiry is ever missed.
- First, enable the “Missed-Call Webhook” in your Kixie settings.
- In HubSpot Workflows, choose “Kixie Missed Call” as your enrollment trigger.
- Set the action to “Create Ticket.” You can pre-fill the ticket with the caller’s information, a link to the call recording, and even an AI-generated call summary.
- Assign the new ticket to an owner using round-robin or priority rules.
- Finally, notify the assigned agent via Slack, email, or their HubSpot inbox for immediate follow-up.
This automated process turns every missed interaction into a tracked support or sales task, preventing lost leads and improving the customer experience.
What Call & SMS Details Appear Inside a HubSpot Ticket?
The integration makes critical interaction data available directly within the HubSpot ticket interface, giving agents the context they need without switching screens.
| Data Element | Where You See It in HubSpot Ticket | Why It Matters for Agents |
|---|---|---|
| Call recording & link | Ticket timeline event | Provides one-click playback for full context. |
| AI call summary | CRM Card sidebar | Allows agents to skim the gist of the call in seconds. |
| Sentiment score (1–5) | Colored badge in CRM Card | Automatically flags frustrated callers for prioritization. |
| SMS thread history | Embedded conversation viewer | Offers complete multichannel context for the interaction. |
| Disposition & tags | Timeline + property update | Enables granular reporting and powerful automation. |
How Kixie Improves Ticket Resolution Time
- Zero data entry saves agents around two minutes per interaction.
- Context-rich tickets improve the quality of the first response and reduce back-and-forth communication.
- Real-time triggers ensure that Service Level Agreements (SLAs) begin the moment a call is missed, not hours later.
- Single-screen workflows within HubSpot reduce tab-switching and lead to faster wrap-up times.
Step-by-Step Setup: Kixie + HubSpot Ticket Automation in 15 Minutes
You can achieve fully automated ticket logging without writing any code by following these simple steps.
| Step | Action | Time |
|---|---|---|
| 1 | Install Kixie from the HubSpot Marketplace & authenticate your account. | 3 min |
| 2 | In Kixie → Integrations → HubSpot, toggle on “Log calls & SMS to Tickets.” | 2 min |
| 3 | Add the Kixie CRM Card under HubSpot → Settings → Objects → Tickets. | 2 min |
| 4 | Build your “Missed Call → Create Ticket” workflow in HubSpot. | 5 min |
| 5 | Place a test call to verify the ticket, recording, and summary appear correctly. | 3 min |
Why a Unified Platform is Essential for Growing Businesses
Scaling Support with Data Centralization
As a business grows, its data volume increases exponentially. The Kixie integration addresses this by centralizing all customer communication data within HubSpot’s robust CRM. HubSpot’s architecture is built to handle millions of data objects, ensuring that your support efforts can scale seamlessly with your business.
Gaining a Competitive Advantage
In a market where customer expectations are high, a unified platform delivers a significant competitive advantage. By integrating Kixie’s communication capabilities directly within HubSpot, your teams get a single source of truth for all customer data. This unified view enables personalized experiences, leading to enhanced growth and superior customer satisfaction.
Hubspot Ticketing Frequently Asked Questions
Q: Does the Kixie HubSpot integration work on CRM Starter, or do I need Service Hub?
A: Kixie logs communications to Tickets on any HubSpot plan that includes the Ticket object, including CRM Starter. Service Hub is only needed if you want to unlock more advanced workflow actions.
Q: Can I trigger HubSpot workflows from specific call outcomes, like “Left voicemail”?
A: Yes. Kixie passes call dispositions and custom tags as event properties, allowing you to create branched workflows based on any outcome.
Q: Where are the call recordings stored?
A: Call recordings are stored securely in Kixie’s cloud and linked to the ticket timeline via a URL. This approach keeps your HubSpot storage footprint small.
Q: Can the integration trigger an SMS auto-response when a ticket is closed?
A: Absolutely. You can configure a workflow based on ticket status changes to send an SMS via Kixie, perfect for closure confirmations or sending CSAT surveys.
Q: Will the integration slow down as our call volume increases?
A: No. The connector uses HubSpot’s high-throughput batch APIs and is proven to perform in environments with over 10 million call logs.
Q: Can I disable logging for certain phone numbers or teams?
A: Yes, Kixie’s logging filters allow you to exclude specific users, groups, or DIDs to keep sensitive calls off the record.
Q: How long is the communication data accessible?
A: Call and SMS metadata (like duration and participants) is retained indefinitely inside HubSpot. The actual recordings follow your configurable retention policy in Kixie, which is 365 days by default.
