HubSpot Implementation
Sales sees the support history.
Support sees the deal.
We set up HubSpot Sales Hub around how your team sells, then connect it to Zendesk.
- Definitions agreed before anything syncs
- A field map your team can maintain
- Zendesk Premier Partner in APAC
Who we work with
Trusted by 300+ organisations across ANZ
The record
- 83%Average first contact resolution at Linkly
- 1,000+Zendesk solutions delivered across ANZ
- Since 2014Supporting ANZ service teams
- PremierZendesk Premier Partner in APAC
Customer stories
Three teams that joined up their systems
Custom Neon
Quoting, the sales CRM and the service platform now run as one system.
Linkly
7+
support and IT teams on one platform, with Jira, Aircall and SweetHawk built in
“They don’t just set it up and walk away. They keep showing us what’s coming next. That’s the real value.”
Stuart White · Senior Manager CX
Kepler Analytics
Every channel in one customer view, with custom dashboards on top.
“Solutions partners who establish a relationship that forms trust and evolves into a real partnership.”
Cameron Crowell · Chief Operating Officer
Where to start
Where your two systems
stand today.
Pick the closest match.
Not sure which? We’ll work it out on a strategy call.
You’re new to Sales Hub
Deals sit in spreadsheets or an old CRM. Support already runs in Zendesk.
Talk to us about Sales HubWhat we do first
- Map how deals move today
- Build Sales Hub around it
- Plan the Zendesk connection early
HubSpot and Zendesk both run, separately
Each team sees half the customer. A rep calls about a renewal with no idea there are open tickets.
See how other teams did itWhat we do first
- List what each side needs to see
- Decide what syncs, and which way
- Build the handover into both tools
There’s a sync, and nobody trusts it
Contacts duplicate, fields overwrite each other, and the mapping feels too risky to touch.
Read our CX best practicesWhat we do first
- Audit every synced field
- Stop syncing the unused ones
- Give every field a named owner
Who we help
Three roles, one customer
split across two systems.
01
CX leaders and support managers
Your agents reply without seeing the deal.
- Customers repeat what they told sales
- Account value is hidden when you prioritise
02
IT and operations leaders
Every field change lands on your desk.
- The field map lives in one person’s head
- Both systems think they own the contact
03
Sales and revenue leaders
Churn shows up in support first.
- Reps miss open issues at renewal
- Nobody agrees what the stages mean
What makes us different
Most sync problems
are definition problems.
We fix those first.
Sales and service often use one word for two things, and an integration copies that mess straight across. We get both teams in a room before anyone opens the settings.
The people asking these questions · Melbourne
What we ask up front
01
What does each lifecycle stage mean to each team?
02
Which system owns the customer record?
03
What should sync, and what stays put?
04
Who acts when an account is at risk?
Why SuccessCX
An integration is easy to switch on.
It’s harder to live with.
Fields change, stages drift, and a year on nobody remembers why a contact got overwritten.
Our methodology
The SuccessCX Method.
Three phases, starting with how you work today.
Discover
Pipeline and process review
We map how sales and service handle the same customer.
What you get
A map of where handovers break down.
Design
Configuration and sync design
We build Sales Hub around your pipeline and decide what syncs with Zendesk.
What you get
A field map both teams agree on.
Deploy and optimise
Deploy and support
We roll it out, then tune it once real deals and tickets come through.
What you get
Written setup notes your team can use.
The people
The people who design the sync
stay accountable after launch.
So when a field needs changing, you’re talking to someone who knows why it’s there.
- Paul Bichsel Founder and CEO Focused on the human elements of customer experience, and on saying the unpopular thing early. LinkedIn
- Alver Tuazon Director of Operations Two decades in senior CX leadership, running and improving customer operations. LinkedIn
- Hamish Lang Service Delivery Manager Keeps projects moving and makes sure clients see real results from the Zendesk investment. LinkedIn
- Ash Williamson CX Solutions Specialist Turns ideas into working service design, with people kept at the centre of the journey. LinkedIn
- Annalise Wright Project Coordinator Keeps every project on track and every person clear on what happens next. LinkedIn
Start here
Check the service side
before you wire in sales.
Connecting HubSpot only helps if Zendesk is in good shape. The CX Health Check shows you where it stands in five minutes.
- 01 Answer the questions How your platform, data and service team run today.
- 02 Check your data score A score for each of the five pillars. Look hard at data, because that’s what a sync runs on.
- 03 Share it with both teams Download it and send it to sales and service leads before anyone scopes the integration.
- 04 Bring it to us Book a strategy call and we’ll plan the HubSpot work around what the report found.
Ready when you are
See where customers fall
between sales and support.
Talk it through with us.
We’ll show you where connecting HubSpot and Zendesk would pay off.
Some teams don’t need a sync at all. If that’s you, we’ll say so.
What happens on the call
01
We look at both setups and where they overlap.
02
We follow a customer from first deal through support and renewal.
03
You leave with a short list of what to connect first.
HubSpot implementation, explained
What a HubSpot Sales Hub implementation involves
HubSpot implementation is the work of setting up HubSpot Sales Hub around how your team sells: pipelines, deal stages, properties, permissions and the data you bring across. When support runs in Zendesk, it also covers which records sync between the two and in which direction. SuccessCX is a Melbourne Zendesk consultancy and Zendesk Premier Partner in APAC that builds Sales Hub and connects it to Zendesk.
What Sales Hub implementation services include
A Sales Hub build starts with the pipeline, because everything else hangs off it. We agree what each deal stage means and what has to be true before a deal moves forward, then add the properties reps need at each stage. Most teams need fewer required fields than they expect.
- Pipelines and deal stages that match how your team sells
- Deal, contact and company properties, kept to what someone reports on
- Users, teams and permissions, so reps see their own deals and managers see the whole pipeline
- Deals and contacts brought across from spreadsheets or an old CRM, cleaned before import
- Dashboards built on the stage definitions you agreed
The Zendesk connection comes after this, and it goes much more smoothly when those stage definitions already exist.
How a HubSpot and Zendesk integration should work
A good HubSpot Zendesk integration is narrow. Agents in Zendesk need a few sales facts beside the ticket, usually the deal stage, the account owner and the renewal date. Reps in HubSpot need to know whether a customer has open tickets before they call. Syncing much beyond that tends to add noise.
The harder questions are about direction and timing. Should a new Zendesk organisation create a HubSpot company, or only match one that already exists? What happens when a contact's email address changes in one system? We answer those in writing before the connector is switched on, then test them with real records.
If your sales team is on Zendesk Sell and you're weighing a move to HubSpot, decide which CRM owns the deal first. Our guide to HubSpot and Zendesk integration covers the setup in more detail.
How to get your team to use HubSpot after implementation
Reps stop using a CRM when it asks for more than it gives back. If updating a deal takes a string of clicks and the forecast still lives in a spreadsheet, the spreadsheet wins. So adoption is mostly decided during the build, by how little you ask reps to enter and whether managers can run their week from HubSpot.
After go-live, a few habits keep usage up:
- Managers run pipeline reviews from HubSpot, never from an export
- Reps can see Zendesk ticket history on the record, which gives them a reason to open it before a call
- Properties nobody fills in get removed rather than enforced
- Stage definitions get revisited once real deals have moved through them
If HubSpot is already live and usage has dropped off, the empty fields usually show where the build drifted from how your team sells. Talk to a specialist about a review.
Frequently asked questions
How long does a HubSpot Sales Hub implementation take?
It depends on scope more than on HubSpot. A single pipeline with clean data moves quickly. Several pipelines, a migration from an old CRM and a Zendesk connection all add time, and the slowest part is often getting sales and service to agree what each stage means. We give you a timeline once we've seen both setups.
How much time will our own team need to put in?
Plan for your sales and service leads to join the early definition sessions, plus one person on your side who will own HubSpot day to day. Someone also needs to make calls on old data, deciding what comes across and what gets left behind. After that, most of the build effort sits with us, and your team tests it against real deals before go-live.
Do we need to replace Zendesk if sales moves to HubSpot?
No. You can keep Zendesk for support, run Sales Hub for sales and connect the two so each side sees what it needs. Zendesk is the core of our work, so we know the service side well and can tell you what to leave where it is. We design the connection around the records each team works from.
Should support run in HubSpot Service Hub or Zendesk?
It depends on your ticket volume and how much routing and self-service you need. Zendesk is our speciality, and we're upfront about that. Some businesses are better off on one platform for both: Chef Works moved off HubSpot to a combined customer service and sales CRM on Zendesk. We'll recommend the setup your team will keep using.
We use Zendesk Sell. Should we connect it to HubSpot?
Before connecting them, ask why you'd run two sales systems. Two CRMs usually means two versions of each deal and nobody sure which one is right. The cleaner option is normally to pick one: stay on Sell alongside Zendesk, or move the pipeline to HubSpot Sales Hub and connect that to Zendesk. We can help you weigh it up on a strategy call.
Can you work with our existing HubSpot and Zendesk setup?
Yes. We start by reviewing both systems as they are, including any sync that's already running, and change what's causing problems. A full rebuild is rarely needed, and if yours does need one we'll explain why before any work starts. Your existing records and ticket history stay in place while we fix the mapping around them.